Yet more TalkTalk issues

cinereus

Anyone know how to get anything done with TalkTalk broadband. Over the last three days I've wasted 4 hours on the phone with the following results:

1. They keep asking whether I'm using a wired or wireless connection despite telling them I have half a dozen devices using both, it's completely irrelevant and I've tried diagnostic tests directly from the router.

2. They don't understand what ICMP messages (inside IP packets) are.

3. They have cancelled my engineer appointment twice so now it's on Friday instead of Wednesday. If I cancel they charge £25.

4. They don't understand the difference between bandwidth and packet loss.

5. Their twitter feed keep completely ignoring my tweets.

6. Was escalated and referred to CEO Office but spent 2 hours on the phone to them getting nowhere because their phone systems were down and kept muting! This is meant to be a telecoms company!

Anyone with any ideas how to speak to someone competent, get this fixed asap, or find someone who can think for themselves about an alternative way to get online while their service is down?

LazyTyper

If you are lucky and persevere, you may get escalated to their network faults team, who are based in England and are very helpful. Unfortunately there is no way to bypass our favourite overseas call centre.

I know this doesn't help, but as the saying goes: you get what you pay for. I was once a customer of TalkTalk and will never ever go back, even if they offer their service for near pennies like they have offered to other people on this forum.

I would suggest raising a formal written complaint with TalkTalk so at least then you can take it to their chosen ADR (either CISAS or Ombudsman Services: Communications).

Other than that, good luck.

cinereus

Thanks. Who do you use instead now?

I've asked to be escalated over and over again but can never seem to get out of the overseas call centre.

LazyTyper

cinereus wrote: »

Thanks. Who do you use instead now?

I've asked to be escalated over and over again but can never seem to get out of the overseas call centre.

This was years ago, but can't imagine much has changed.

I have just migrated to Plusnet. I have been a customer of theirs a few times over the past 10 years (due to moving with flatmates etc) and always found their support to be excellent.

BE were also great... until Sky bought them over.