TalkTalk are giving me a nervous breakdown!!!

wannalot

I am at my wits end.

I have been a TalkTalk(previously Aol) customer for 14 years and I have had hardly any problems until this year!!

In January my broadband stopped working completely, I called customer support. after an hour of checking the line, the customer service adviser agreed to send me a new modem. I was satisfied. The modem arrived a week later and I try to install it. Internet still didn't work. I called again. The adviser I said that I would have to pay I £130 charge for a engineer to visit. I said I wanted to think about it. I then called two days later and was asked to carry out the same checks again. These didn't make any difference but the customer service advisor I agreed to send out an engineer. I waited for the engineer to appear. This was one week later. it was very nice and very helpful but he told me that the problem was outside my home and that another engineer visit would have to be arranged.

I talked on the phone to another adviser. This person told me I would have to take three days off work to be available in case access was needed to my home. I said I couldn't take three days off work and complained about the length of time it was taking to solve the problem. The adviser then agreed to send out an engineer on 26 March. I waited all day and noone appeared or called and my Internet still isn't working. I called the helpline last night and was asked to repeat the same checks that I have repeated same several times over the past two months. Please didn't work and I became impatient and hung up.

Today, after having cooled down, I logged o to talk talk online chat and spoke to someone who expressed sympathy for my problems and assured me that they would be solved. He asked me if I could schedule a call with another member of the talk talk team for this even when I returned to work. I agreed to this and returned home and waited. No call came.

I am absolutely fuming and I actually feel personally insulted that this company feels it can treat people in such an incompetent and/or contemptuous way. Do they really hate their own customers?

Can anyone recommend another supplier? I am going to call talk talk tomorrow and end my association with them after 14 years. This company truly deserves to go bust.

macman

Does your landline works for voice calls, i.e. do you have a dial tone? If not, you need to report a line fault to your line rental provider, not a broadband fault.
TT have no engineers, they are dependent on BT OR, who are answerable to no one.
If the fault is on the external line, street cab or exchange, then switching provider will not make any difference-the fault will still be there.

wannalot

Thanks for replying! You have been much more helpful than Tak Talk have been. My main gripe with them is that no-one explains anything, and they promise to do stuff which they then clearly fail to do!

My phone line works perfectly until I connect a microfilter and modem. As soon as I connect them, I get interference on the line.

Maybe I should just bite the bullet and call out a BT engineer?!

JJ_Egan

Duff Microfilter is first thought .

TalkTalk

Hi Wannalot

I am sorry to hear this, so we look into this. Please get in contact with us on our Twitter feed @TalkTalkCare or TalkTalk Community.


Thanks,
Abbie

macman

As above, just swap out for a known good filter. You can't call out a BT engineer, OR only operate on behalf of the companies who pay them line rental, so any such request must be made through your line rental provider, which in your case is presumably TT.
Involving OR will result in a minimum £130 charge if the fault is on your wiring or equipment, as it appears to be.
If it's not the filter, change the modem/router for another to test-they're available from 99p on ebay by the thousands. I can't believe you've waited since January to solve this issue.
Make sure you test from the master socket's test socket.

forgotmyname

Do you use the AOL login still? I had a call from someone with a similar issue to yours.

Internet went down, phone all OK. She spoke to TT who said her modem was faulty and they will send her a new one.
I went up before it arrived and took a router with me. Tried connected to the internet and nothing.

I used my AOL login details and it connected.

Turned out the customer had received a dodgy email and AOL/TT scrambled the password/login on their account.. for receiving a dodgy email they never opened?

It took ages to sort, going around in circles, dial number 1 and they say i need number 2, number 2 say no i need to speak to number 1. One adviser even told me to rung number 2 when thats the number i had just dialled.

Utterly useless, half of them didnt even know what AOL was.

After they reset the password the internet returned.