Talk Talk troubles

SPARKSWILLFLY

Been having problems with TalkTalk during the course of this week, thankfully NOT Cyber crime-related.

Anyway, what I am experiencing is disruption to both Broadband and Landline. No two days are the same; sometimes it's the phone which isn't working, other occasions it's the Broadband and sometimes it's both. I have no control over the issues and I just make use of whatever service is working until it fails again. Absolute rubbish and incredibly frustrating.

So, I have reported the fault and it is with their network team to investigate. I just have to wait to find out what their findings are. Hopefully this will be sooner rather than later.

Just wondered if anyone else has been in this situation with ANY provider and, if so, what was the outcome? I have been through the whole "Test Socket" thing so I know that the fault has to be external. Also, say they are unable to sort this out for me. Obviously I am unable to use TalkTalk as a service then so I should not incur any early exit penalty.........shouldn't I?


Thanks, guys!

macman

If you report a line fault, which is presumably what this is, then TT will raise it with BT OR who will investigate and fix it, so I'm puzzled as to why you say that TT said they couldn't sort it out for you?
Temporary loss of service does not void your contract without penalty, as there is no SLA on a residential contract-you need to give the provider reasonable time to resolve the issue.

SPARKSWILLFLY

Cheers for replying. I am not saying they won't fix it, I am just thinking worst case scenario if, after all their investigations, they still can't explain the intermittent issue, what then?

JJ_Egan

Suggest you wait until they test .
Pointless moving ISP if its a line fault that will just transfer .

SPARKSWILLFLY

TBH, the whole thing is enough to make me pursue a portable internet option.

so_very_confused

Similar issue since 15/11/. Rang again last night said they would get an engineer out and reimburse for loss of service but would you believe back on today. Well see for how long:mad:

SPARKSWILLFLY

Hope you got some response, So Very.

I think what I find so infuriating is Talktalk's inconsistent approach to customer's problems. Last time I had an issue, within 48 hours, a BT Openreach engineer was at the front door to sort things out ..........and I had no prior knowledge that he was going to be there!! Whereas this time around, I have to wait for a text update within 72 hours to advise me of TT's service network's findings, which itself will determine an engineer's visit.

What????? :mad:

so_very_confused

I've always found Talk Talks customer service to be abysmal.

SPARKSWILLFLY

Well, the latest is that, despite me waiting for the 72 hours to elapse before I took action, the support ticket raised on Friday was inexplicably cancelled, without the problem being resolved. (I discovered this via the online chat, incidentally.)

Was straight on the phone this morning to state that I was disgusted by their lack of professionalism and threatened to terminate with them as my ISP. In a few minutes I was transferred to a Manager from the Technical team who seemed to really know his stuff. He promptly dealt with my grievance and has now arranged for a BT Openreach engineer to come out to my property this week to get this sorted out once and for all.

Result!

Frank_Prenesti

I've been having issues with them since July about the connection dropping out. A BT OR engineer came out, replaced the wiring into and through the house, and it still didn't solve it (was charged £65 for the visit too). Have had no internet at all since Nov 12. A second Openretch engineer didn't even show for his appointment. Moving provider and gone into dispute with TT via Resolver. TT called me straight away and offered me.........£16 in compensation for loss of service. I have politely declined. Someone in the "CEO Team" emailed me - miraculously they can use email when they want to - saying she would call me within 24 working hours to discuss my case. That was on Nov 27 and I haven't heard a thing since. I'm just escalating this to a deadlock letter, but they seem to be stalling.

TalkTalk

Hi Sparkswillfly

I'm sorry to hear that you're having issues with the service. If you require any further help with this please contact us via twitter @TalkTalkCare or via our online community forum on our website.

Thanks

Vicky