TalkTalk Problem or maybe BT

Fantabulous

I have had a TalkTalk phoneline since 2008 with no problems.

British Gas cut the cable at the end of our road on 13th August and all the phonelines were off.

As of tomorrow I have had no phoneline for 6 weeks. My neighbours, whom were all with BT or Sky directly were all back on by 15th August.

Have phoned TalkTalk, the BT engineer came out, then came out again and again and again. Still no phoneline. I wrote a formal complaint and got a letter back telling me to phone in and it would be dealt with. Three weeks on and no phoneline. TalkTalk phone BT whilst I am there and the engineer comes out but nothing happens.

I have now paid two full months of service at around £26 for each, which TalkTalk say they will refund as soon as the line is active again.

HOW do I get something done about this?


I am beyond frustrated. Please can someone advise me?

JJ_Egan

Try the TT user forum as a CS often picks up a problem .
Did the engineer say what the problem was ??

iniltous

As you are not a BT customer your problem cannot be anything to do with BT, if you mean it could be a supplier that Talk Talk use to get their service to you (like Openreach for example) then even if they (OR) need to do something, you don't contact the supplier directly, Talk Talk do, and they (TT) should do the chasing, and keep you informed,
If TT offer an excuse like oh it's OR's fault, then you could ask why Sky and BT customers were fixed and you a TT customer wasn't, and why would you consider staying with them as it would appear that Sky and BT got better service

The_Groat_Counter

Try the Chief Executive's office (or Chief Executive Officer in the creeping language of America) - currently Dido Harding.

By post:
Head of Complaints, CEO's Office, TalkTalk Group, PO Box 344, Unit 19, Southampton, SO30 2NP.

Email:
dido<dot>harding<at>talktalkplc<dot>com

TalkTalk need to get this sorted, don't just accept them blaming Openreach for it (even if it is Openreach's fault).

Fantabulous

JJ_Egan wrote: »

Try the TT user forum as a CS often picks up a problem .
Did the engineer say what the problem was ??

We know what the problem is - British Gas cut the cable.

When TT have done a fault search it comes up as being outside of the house.

Fantabulous

The_Groat_Counter wrote: »

Try the Chief Executive's office (or Chief Executive Officer in the creeping language of America) - currently Dido Harding.

By post:
Head of Complaints, CEO's Office, TalkTalk Group, PO Box 344, Unit 19, Southampton, SO30 2NP.

Email:
dido<dot>harding<at>talktalkplc<dot>com

TalkTalk need to get this sorted, don't just accept them blaming Openreach for it (even if it is Openreach's fault).

Thanks for this, at least I might get somewhere!

Fantabulous

iniltous wrote: »

As you are not a BT customer your problem cannot be anything to do with BT, if you mean it could be a supplier that Talk Talk use to get their service to you (like Openreach for example) then even if they (OR) need to do something, you don't contact the supplier directly, Talk Talk do, and they (TT) should do the chasing, and keep you informed,
If TT offer an excuse like oh it's OR's fault, then you could ask why Sky and BT customers were fixed and you a TT customer wasn't, and why would you consider staying with them as it would appear that Sky and BT got better service

I want to leave TT but can't until they sort this out.

eddddy

FWIW - in my experience, there is no point talking to TalkTalk customer services or fault managers.

They have no technical knowledge, no power to do anything, and very poor customer skills..

Whilst they are called 'fault managers' their sole job role is to type your account/phone number into their system - and read out loud the message that pops up on their screen.

- They don't usually understand the message - they just read it out.
- If you ask a question, they have no way of finding out an answer, so they just make something up.

So... you could try:
- a written complaint
- using their forum
- phoning customer retentions, saying you want to leave TT!!!

(Customer retentions can't do anything to speed things up, but they had access to fault progress systems - plus they are more intelligent, have common sense and have interpersonal skills.

So I found that customer retentions could actually explain the status of the fault, what OR were doing about it, and when OR would be reporting back to TT. I felt much less frustrated after speaking with them.)

Fantabulous

Finally - six weeks of no phoneline and it is back.

However, TEN voice recorded messages since August to 21st September - from TalkTalk. How stupid are the people that they employ?

Am still going to email/write to the Chief Executive about this, so thanks for posting the addresses.