Talk Talk complaint

Mistermeaner

Hi; quick question is what is the best way to make a formal complaint to talk talk

Long story (short version) - we've had months of issues with our talk talk broadband, intermittent disconnections, sometimes for a few minutes, sometimes days at a time.

Each time we have reported a fault and had various responses to open reach being out 3 times and doing something with the exchange / line, engineer visit to the house to change the filter box, online support via live chat etc. etc.

Every time we have to go through this repetitive loop of us confirming cables are plugged into the right places, them running line tests and on and on and on. Often we get cut off live chat and have to start over or we are told someone will ring us back and never does

We have complained verbally and on live chat and been assured a manager will contact us but this doesn;t happen

We are currently down now for the 2nd day and been told that open reach will sort the problem by 31st Mar (8 days away)

We have been told we will get compensation but the agent was not able to be specific about what that was - a manager will call us apparently

I want to make a formal complaint and wondering what folk have found the best way to do this is? I can't locate an email and their wbesite refers us to live chat or a telephone number (both of which we have tried and found useless)

Is there an email address or secret phone number?

Thanks

Neil_Jones

Compensation is documented here:

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Hagar_uk

I share your pain, I am in the middle of a simple issuer (future fibre) but the support is dire been on phone and webchat for hours with no success every time I get called asked same questions then transferred 5 times.

in the end I just wanted to move oroviders. Some things I found helped were.

1) posting in comments on their Facebook adverts seems to make a response, if you say you are having no luck on normal support line, they will escalate it to a different team, after about 10 hours of dealing with normal suitor going nowhere, I had a call back within hours and issue resolved in 5 minutes.

2)  Talk talk are in no hurry to do anything. I found putting pressure on them helped, I stated I had had x issue for so long and it needed to be resolved by x date, giving them various options that were acceptable to me and asking which one they wanted to do. I found they pass the call on, but to someone in higher authority

i am happy to be ditching them, even at my cost with early termination fees, if they offered the fastest broadband for a penny a month, I would turn it down

phdstruggler

Sorry for reviving an old thread, but I am going through an absolutely ridiculous nightmare with TalkTalk, that it'll take a book to write it all up. The connection is fine, but the system, the process, the customer service, the promises to call back without calling back, the ping-ponging between an insane number of teams and departments - it's awful. Today they started a new thing - you can't call them (or it is very difficult to do), they just force you to speak with them by iMessage or WhatsApp... I have had a complaint open with them for a couple of months now, but it doesn't seem to help improve their customer service. Is there a way to log a complaint about their customer service with any external organisation, Ofcom, perhaps? 

Neil_Jones

phdstruggler said:

Sorry for reviving an old thread, but I am going through an absolutely ridiculous nightmare with TalkTalk, that it'll take a book to write it all up. The connection is fine, but the system, the process, the customer service, the promises to call back without calling back, the ping-ponging between an insane number of teams and departments - it's awful. Today they started a new thing - you can't call them (or it is very difficult to do), they just force you to speak with them by iMessage or WhatsApp... I have had a complaint open with them for a couple of months now, but it doesn't seem to help improve their customer service. Is there a way to log a complaint about their customer service with any external organisation, Ofcom, perhaps? 

Ofcom don't get involved with individual disputes.

You need to exhaust TalkTalk's complaint procedure first and take it to deadlock before you can go any further:

https://www.commsombudsman.org/our-process - although I think Talktalk use CEDR/CISIS rather than this one but the principle's the same.

That being said Talktalk's numbers are listed in plain view here, so not sure what you mean by "you can't call them":

https://community.talktalk.co.uk/t5/Articles/Raising-a-complaint/ta-p/2204670

However most ADRs as listed above don't get involved in the way companies are run, so if they want to force all their communications through Whatsapp, that's pretty much up to them.