MSE News: TalkTalk named the most complained about broadband and landline provider

welshbookworm

TalkTalk wrote: »

Hi minislim

I'm really sorry if you've experienced issues with us.

If you need any support please contact us on our Facebook or Twitter @TalkTalk pages so we can assist you with this.

Vicky - TalkTalk Social Team

After a month with no service I left and went with a different company.
Many thanks for your kind offer.

WebDude

Great to see TT has a "Social Team" but ever thought about how those who don't use / like Facebook or Twitter are meant to reach you? Not directed at you, personally, Vicky, but some people are older and never felt the need for Twitter, and as for FB, less said the better. It's perhaps a limited viewpoint, but if you alienate possible customers by choosing "social media" over more standard methods of contact, don't be surprised if they avoid you. For me, an e-mail means I have a copy of what has been submitted, and a reply, and if there's a further question, it is easier to point to a "paper trail" possibly spread over weeks.

I've been in IT for 40 years. Yes, I *do* have a Twitter account, used about 10 times in almost as many years (and mostly to get free upgrade of data allowance for VPN use) but I look for support where there is a phone number, e-mail, or online "chat" facility. I am not with TalkTalk, and it looks like I never will be

:T

(Happy with my existing ISP Plus.Net since 2003)

TalkTalk

Hi minislim,

I'm sorry that we haven't been able to get things resolved for you, I understand that must be frustrating- I know you've reached out to us already, but if you contact us again on Facebook and reference this review, we'll be able to get this escalated to a case manager for you.

Thanks,
Becky

TalkTalk

Hi WebDude,

We understand that not everybody has access to Twitter and Facebook, this is where you can reach my team directly, but if you're not able, there are the options of using our 'contact us' page on our website, or our Live Chat service on our Online Community page.

Thanks,
Becky