The TalkTalk Fibre NIGHTMARE

bounced01

Ill keep it brief, I could fill pages !!!!
Do not go near TalkTalk for fibre broadband.
Ive had an issue for months, the customer service Ive received is shockingly bad, not just bad but also unprofessional, sometimes even ridiculous.
Ive provided TalkTalk with all the relevant information they need, many times, but for a reason which I'll never understand, they just ignore it and ask things like, what lights are flashing on your router? This is after 5 home engineer visits !!!! yes 5!!! who all have said...."the equipment at your property is perfect, this is an issue outside your home". But still TalkTalk ignore what info I send, ignore the engineers reports and leave me with a poor connection.

Again, I'm just posting this as a warning to anyone else who may end up like me......

Do yourself a favour and stay away from TalkTalk, because when it goes wrong, it goes really wrong.

Jemma-T

Have you had an OpenReach engineer at your house? Did the TalkTalk engineer not try to escalate when he was in your house?

What's the problem?

Jazziboo

Tell me about it. I signed up to them the beginning of last month for the simply broadband package. Openreach activated my phoneline and there was no issue with the line (could dial in/out). However could not get onto the internet - everytime i clicked on explorer i was met with a talktalk screen saying there was a restriction on my account - this was on the first day my services went live so there was no outstanding balance. In the space of 5 days no internet and numerous useless phonecalls to their overseas call centre the issue was not resolved - no one seemed to know what the fault was plus they kept sending me texts to phone them to confirm the fault was still there! I got put through to some rude and unapologetic "call advisor's" too. So in the end of day 6 i called up and cancelled my services - i had enough. Today i receive an email from them trying to invoice me for another months "services" even though the 30 day termination period has lapsed. Ooh and did i mention i wrote a formal letter of complaint a month ago, which i haven't had a response to (was sent recorded delivery & confirmed they have received it) - DO NOT TOUCH WITH A BARGE POLE!!!

bounced01

Jemma-T wrote: »

Have you had an OpenReach engineer at your house? Did the TalkTalk engineer not try to escalate when he was in your house?

What's the problem?

Ive had 2 BT engineers and 1 Brightspark....they've all escalated it........thats when it all grinds to a halt.

Its still being looked into - I managed to get to deal with someone from the CEO's office and she is being very helpful, hopefully it will be sorted soon.

Oh by the way - DO NOT EVEN TRY THE TALKTALK ONLINE FORUM COMMUNITY. They have fault managers who are supposed to help, and unless your problem is something like - "my router is on fire" and they can reply after 4 weeks saying "have you tried to put the fire out?" they are totally (and I really mean TOTALLY useless)

Jemma-T

"fault managers"? I think they're all called OCE's and they seem to be as helpful as they can possibly be. At least TT have a forum.

It looks like OpenReach are the problem here although there's no doubt TalkTalk's merrygoround thick accented Indian based staff can be a complete nightmare -even though many are doing their best.

This isn't just TalkTalk though.

bounced01

Jemma-T wrote: »

"fault managers"? I think they're all called OCE's and they seem to be as helpful as they can possibly be. At least TT have a forum.

It looks like OpenReach are the problem here although there's no doubt TalkTalk's merrygoround thick accented Indian based staff can be a complete nightmare -even though many are doing their best.

This isn't just TalkTalk though.

OCE / Fault Managers they are one and the same

superbigal36

My Talktalk fibre service is excellent.

johnbhoy10

Thanks for the warning! I'll maybe be looking about for a new provider if BT don't get their act together. Moved to Infinity four weeks ago today and it's been shocking from day 1. Constant problems that are too many to mention. I've had 3 engineers out so far. I came over from Sky Fibre which is effectively the same product and i can't recall one problem with that service. I'm no lover of sky by the way (hey i left them didn't i??)

You rate Talktalk CS as totally useless. I would say that's couple of notches above the service i've had from BT. Not kidding....on Friday one of them told me to clear off back to Sky if they were that good!:D

If you take a BT package you better pray nothing goes wrong. That's the measure of a company then. I went into it knowing the horror stories and rolled the dice. So far it appears i lost.

I would not recommend BT in any way at the moment if you need to change provider.

kingrulzuk

I was so sick of Talktalk and BT that now i dont have any BB in my house. I just use 3 mobile Data on my phone and im happy with it and i have saved a lot of money

eddddy

Unfortunately, I think TalkTalk adopt this strategy, because it's cheaper to let a customer get angry and go to a competitor, than it is to employ competent people to work on getting the customer's problem fixed.

It's probably a bit like this:

98% of their customers have no problems and pay each month - those customers each make a profit for TalkTalk

2% of their customers have faults, problems etc. It costs TalkTalk money to employ people to log faults, chase BT, fix problems etc. So those 2% of people probably each make a loss for TalkTalk.

So if the customer goes to a competitor, it's win/win for TalkTalk - (i) they've got rid of a loss making customer, and (ii) a competitor now has a loss-making customer.

Anyway, that's my theory.