Support from ISP's

50Twuncle

Has anyone carried out a GENUINE NON-BIASED survey to find out what support is like from ISP's ?
I am trying to contact TT Residential to see if I can move my account to them (for fibre) from TT Business (ADSL) and keep my existing GOTADSL email address.
I emailed them 4 days ago - with no sign of even confirmation that my email has been received yet - so if it is that bad for potential new customers, I worry about what it will be like for existing customers ??

kwikbreaks

I don't know about TalkTalk but with most ISPs there are better ways to contact them than email. Forum maybe? Phone? Ticketing system?

forgotmyname

One of the worst ways to contact a large company is email. By the time they sort out the whiney moaners who may not even be customers and the spam etc your email maybe way down the list or get send directly to the spam folder.

I still have aol email accounts and if i send myself an email it goes to spam. Aol emails also end up in the spam folder.

Phone if its a simple query or a proper written letter if its a full on complaint.

50Twuncle

forgotmyname wrote: »

One of the worst ways to contact a large company is email. By the time they sort out the whiney moaners who may not even be customers and the spam etc your email maybe way down the list or get send directly to the spam folder.

I still have aol email accounts and if i send myself an email it goes to spam. Aol emails also end up in the spam folder.

Phone if its a simple query or a proper written letter if its a full on complaint.

But TT residential use a web form to communicate with them - but don't answer it !!
I have informed the TT CEO of my problem - she has responded and is "dealing with it" - I will update later.....

Uxb

If you want good service/support go to AAISP.
you won't like their prices though - as ever you want a good service etc then start paying for it.

50Twuncle

Uxb wrote: »

If you want good service/support go to AAISP.
you won't like their prices though - as ever you want a good service etc then start paying for it.

£25 for 100Mb of data - don't think so....

JJ_Egan

An alternative would be Zen .
Cheap = poor CS don't forget .

50Twuncle

JJ_Egan wrote: »

An alternative would be Zen .
Cheap = poor CS don't forget .

There must be a compromise somewhere though !!

JJ_Egan

Depends upon how much support you are likely to need .
For some a decent ISP user forum is enough yet some need to be shown the on off switch .

spaceboy

Depends how much support you need. Surely most people will rarely use any support service?

50Twuncle

spaceboy wrote: »

Depends how much support you need. Surely most people will rarely use any support service?

I agree - but on the odd occasion that I do need support - I need to be able to contact them - not be totally ignored !!
I am assuming that TT has SLA's ?