Please stay away from TalkTalk - really bad with customer service!

Ayesha85

hello all, 

I'm currently without a landline or a proper wifi connection and that's been the case for sometime - and during these lockdown times it feels like its been forever and I just wanted anyone who is considering signing up to talk talk to read this post first. 
After a fortnight of one failed attempt by the "man" of the household to resolve the issue I figured I better take over. Talktalk sent him a pdf guide on how to check things are plugged in..great(!)
28th April - problem reported to online agent , went through numerous checks at home, checking master socket blah blah, problem escalated to engineer who was supposed to visit the premises the next day. 
29th April - waited from 1pm - 6pm and no sign of anyone, no apology, nothing.
30th April - unannounced engineer checks to see potential faults outside of house but says due to covid-19 cannot entire premises as he is not prepared....leaves me wondering why didn't they ensure he was prepared to come into property so it could be resolved in one day?
Receive text message to ask me to arrange appointment. During open house team are unavailable -  I send an email enquiry. 
1st - May - contact agent and as she's looking for my account she disappears
second attempt to contact agent. 45 mins into conversation she is still trying to figure out if an appointment is required!
1 whole hour to arrange a further appointment for Monday 4th May.  

Heard lots of stories from others. Stay away. I think the cheap prices might seem attractive but there's a price to pay. Right rant over. 

Hasbeen

Ayesha85 said:

hello all, 

I'm currently without a landline or a proper wifi connection and that's been the case for sometime - and during these lockdown times it feels like its been forever and I just wanted anyone who is considering signing up to talk talk to read this post first. 
After a fortnight of one failed attempt by the "man" of the household to resolve the issue I figured I better take over. Talktalk sent him a pdf guide on how to check things are plugged in..great(!)
28th April - problem reported to online agent , went through numerous checks at home, checking master socket blah blah, problem escalated to engineer who was supposed to visit the premises the next day. 
29th April - waited from 1pm - 6pm and no sign of anyone, no apology, nothing.
30th April - unannounced engineer checks to see potential faults outside of house but says due to covid-19 cannot entire premises as he is not prepared....leaves me wondering why didn't they ensure he was prepared to come into property so it could be resolved in one day?
Receive text message to ask me to arrange appointment. During open house team are unavailable -  I send an email enquiry. 
1st - May - contact agent and as she's looking for my account she disappears
second attempt to contact agent. 45 mins into conversation she is still trying to figure out if an appointment is required!
1 whole hour to arrange a further appointment for Monday 4th May.  

Heard lots of stories from others. Stay away. I think the cheap prices might seem attractive but there's a price to pay. Right rant over. 

Sorry but in times like this to get 1 engineer out within 2 days of reporting fault, and an other engineer 4 days later seems fair to me. My opinion only though.  

Perhaps your Rant would be better here:  Praise, Vent & Warnings

JJ_Egan

Open Reach and others are on lockdown priority those register as vulnerable and repairs .

For the safety of employees they will not enter your home .

Ayesha85

JJ_Egan said:

Open Reach and others are on lockdown priority those register as vulnerable and repairs .

For the safety of employees they will not enter your home .

There is a vulnerable elderly person living in the household and that's why they had sent someone. I understand that for safety of employees they wouldn't enter without adequate PPE - my issue is what we have been informed multiple times that they would be able to enter the property - this is TalkTalks fault. 

Ayesha85

Hasbeen said:

Ayesha85 said:

hello all, 

I'm currently without a landline or a proper wifi connection and that's been the case for sometime - and during these lockdown times it feels like its been forever and I just wanted anyone who is considering signing up to talk talk to read this post first. 
After a fortnight of one failed attempt by the "man" of the household to resolve the issue I figured I better take over. Talktalk sent him a pdf guide on how to check things are plugged in..great(!)
28th April - problem reported to online agent , went through numerous checks at home, checking master socket blah blah, problem escalated to engineer who was supposed to visit the premises the next day. 
29th April - waited from 1pm - 6pm and no sign of anyone, no apology, nothing.
30th April - unannounced engineer checks to see potential faults outside of house but says due to covid-19 cannot entire premises as he is not prepared....leaves me wondering why didn't they ensure he was prepared to come into property so it could be resolved in one day?
Receive text message to ask me to arrange appointment. During open house team are unavailable -  I send an email enquiry. 
1st - May - contact agent and as she's looking for my account she disappears
second attempt to contact agent. 45 mins into conversation she is still trying to figure out if an appointment is required!
1 whole hour to arrange a further appointment for Monday 4th May.  

Heard lots of stories from others. Stay away. I think the cheap prices might seem attractive but there's a price to pay. Right rant over. 

Sorry but in times like this to get 1 engineer out within 2 days of reporting fault, and an other engineer 4 days later seems fair to me. My opinion only though.  

Perhaps your Rant would be better here:  Praise, Vent & Warnings

I'd disagree with you there. It's almost 4 weeks since the fault began actually.
As they didn't send anyone on the first occasion. And surprise surprise today ...despite being told that an engineer with adequate PPE would be able to come into the property and then promised by talk talk that they would come into premises the engineer isn't able to come in - it's not his fault its TalkTalk.