Talk Talk do their bit for the environment? I don't think so

m1ckyd

I was working from home on Wednesday when the internet stopped working at around 1pm. I accessed the TalkTalk chat support via my mobile phone network. They informed me that i seemed to be offline and instructed me to carry out a number of remedial procedures, none of which worked. They then told me that i would need an Open Reach engineer to visit me to repair my service. This would be free provided the hardware was not tampered with or damaged in anyway, otherwise a £65 fee is incurred. I accepted these terms as it was clear that my hardware was neither tampered with or damaged.  They inform me that the earliest an engineer can visit me to make the repair is Friday 13th 8-1pm, i accept. Then i receive a text telling me that the engineer is schedlued to arrive at the agreed time but if i cancel within 24hours of his/her arrival i would incur a £65 fee.
On Thursday i worked from the office as i had no internet at home. Around 1-2pm my wife texted me to say the internet service had resumed. I returned home around 5pm and checked the internet service for myself and it was apparently fine. Clearly it had been reset/repaired remotely and there would be no need for an engineer to visit. I decided to inform talktalk via a text message that a visit from the engineer was no longer necessary. Please see following text dialogue. 








So the choice you are faced with, after TalkTalk put a 24hour discontinuity in your service, is to either pay them £65 or allow their engineer to needlessly use an amount of earth's precious resource and pump it into the atmosphere as high temperature carbon dioxide (at best, or more likely high temp carbon monoxide) for a pointless visit to your home. i opted for the latter as £65 is a lot money to me. The engineer indeed informed me there was no problem with my hardware and the fault was most likely at talktalk's end. He also said that this happens commonly with TalkTalk. After terminating my service with TalkTalk today they sent me the following email....

If you want to do your bit for the environment i suggest you find an alternative internet provider to Talktalk

Neil_Jones

Um, I'm confused.  You arrange for an engineer to attend, decide to cancel after the announced cut-off time to avoid a fee and then wonder why you're being charged?

If you work from home regularly you should really be paying for business broadband, not domestic because otherwise on domestic broadband you're back of the queue as far as repairs and whatever else, whereas you'd have priority on repairs and what not.  Domestic can be out for days on end with limited recourse.

As for your spiel about "environment", not entirely sure what you're trying to get at.  If it's somebody from Openreach who came, that is not TalkTalk, that is actually BT.

Neil_Jones

m1ckyd said:

About the "spiel" about the environment, you do realise that TalkTalk instructed Openreach to make the visit.

Whats this got to do with anything?

You've had your moan and you've had your say.  Your post basically boils down to don't go with TalkTalk.  That's fine.

But I'm not convinced this fault wouldn't have occurred if you were with anybody else.  Exchange issues and whatever else happen regularly, and its up to BT/Openreach to sort them out.  Your problem if it was a exchange level would have probably affected you whether you were with any BT based provider.  But you'll never know..

m1ckyd

Don't try to turn this around Mr TalkTalk employee, this about how your company puts customers in a position of choosing to pay a £65 cancelation fee or allowing an engineer to needlessly drive his atmosphere polluting vehicle to said customers house for no justifiable reason

JJ_Egan

Typical another  Mr 100% right lets abuse all those that don't agree with my view .

Neil_Jones

m1ckyd said:

Don't try to turn this around Mr TalkTalk employee, this about how your company puts customers in a position of choosing to pay a £65 cancelation fee or allowing an engineer to needlessly drive his atmosphere polluting vehicle to said customers house for no justifiable reason

I've been here eight and a half years, please feel free to go back and point out where I have said I work for TalkTalk, because I do not.

When you can't find it, please feel free to get your foot out of your mouth and issue an apology.  I shall wait.

powerful_Rogue

m1ckyd said:

About the "spiel" about the environment, you do realise that TalkTalk instructed Openreach to make the visit.

You instructed TalkTalk to instruct Openreach.

pramsay13

I hope you don't work in customer service / relations as your tone on the message exchange gets very combative very quickly. 
It seems to be doing the same on this thread.

m1ckyd

I instructed talktalk on the bass that they needed to repair their service, but they already repaired the fault negating the need to send the engineer. I'm not going to respond anymore because it is pointless talking to morons.

John_

m1ckyd said:

Hello Neil, clearly you must be a TalkTalk employee! TalkTalk advised me i needed the OpenReach engineer to visit my home. Talktalk then instructed the Openreach engineer to visit my home to make the repair. The service resumed before the engineer arrived so the sensible thing to do would be to cancel the visit. 

I was working from home because it makes sense to avoid the corona virus.

About the "spiel" about the environment, you do realise that TalkTalk instructed Openreach to make the visit.

But you knew the charge for cancellation when you cancelled. Why do you think that it should be waived? Would it not have been better to let him attend and check to see if he could find what the issue was?

And before you accuse me of working for Talk Talk, I don’t. I’m surprised you can hold down a job at all, to be honest, as you seem unable to understand simple instructions, or to assume any responsibility for your own actions.

Neil_Jones

pramsay13 said:

I hope you don't work in customer service / relations as your tone on the message exchange gets very combative very quickly. 
It seems to be doing the same on this thread.

You get what you give.

And JJ_Egan's post above is also ringing true.

But as you're not going to respond any further, the room you need is the "I'm right, I'm always right" one, down the hall fifth on the right.  Not the fourth because that's the room for the Argument Clinic.