topic Re: UNBELIEVEABLY POOR CUSTOMER SERVICE in Broadband

UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:31:03 GMT

I am completely at my wits end trying to deal with customer service through chat. After hours of useless questions and back and forth-ing I am completely back to square 1.

What is wrong with TalkTalk and why are you using such utterly useless customer service agents. They seem to know absolutely nothing and continually pass you for one "team" to another whilst "checking their resources"

It is the 21st century, isn't it. What have TalkTalk done to their customer service. I suspected it was bad after reading reviews online but I am utterly dumbfounded at how poor the service is. Can nobody help me? Are all the agents simply reading a script? Are they all useless. Does it take 30 minutes to "...check resources" again and again and again?

Please sort this out TalkTalk - it is the worst service ever imaginable.

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:33:57 GMT

Hi DavieF

I'm sorry to hear this.

Are you experiencing a fault with your service?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:37:31 GMT

Hi Debbie, thanks for your quick reply. I am on chat again now and it is not going well. I don't think your agents can speak English very well.

Last week, I was told via chat that I could get a new Hub Black for £30 because my router was dropping all the time. After many hours of chat and many, many tests, your chat colleague arranged this. Unsurprisingly, it has not been delivered and your chat colleagues today firstly told me it ha d not been ordered and now I am engaging with someone who is talking gobbldygook to me.

can you help please?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:39:05 GMT

Hi DavieF

Thanks for your reply.

Please can you add your name and TalkTalk landline number to your Community Profile, I can then check on this router and order it for you.

Thanks

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:42:23 GMT

Hi Debbie,

Yes, my wifi keeps dropping. It does it with all my devices not just my PC. Your colleague ran some tests but couldn't find any problems so arranged for me to get a reduced price router as he couldn't order a replacement (He said the system would not allow him to do that).

I am frothing at the mouth today trying to deal with chat agents. Do you have access to my chats to see how bad they are?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:44:21 GMT

Hi DavieF

Apologies again for this.

I have now ordered the router and you should receive this within the next 24-48hrs.

I will feed back the issues you have raised with the Live Chat Team. If you do experience any further issues then please let us know on the Community.

Thanks

Debbie

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:45:33 GMT

Hi Again Debbie,

Thank you for your help. I have just had a message on chat from Jenevib saying that I will receive a router "...for 26"

What does this mean please?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:45:50 GMT

CPE320020069 Hub black for fibre.

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:47:05 GMT

Hi DavieF

I have ordered the router for you, there will be no charge for this.

Thanks

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:47:16 GMT

Will do Debbie. Did you see my last post? I think it has been ordered but I'm not sue?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:50:58 GMT

Hi Debbie,

The posts seem to be all out of order and all over the place.

I can see you have ordered a router for no charge and thank you so much for that. How do I stop the other router for "26" coming?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:51:07 GMT

Hi DavieF

I've checked again and the only equipment order (router) I can see is the one I ordered.

I would close the Live Chat now as I have already ordered the router for you.

Please let us know how you get on.

Thanks

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:52:55 GMT

Understood Debbie, but chat seem to have placed order number "CPE320020069 Hub black for fibre." Is this now stoppable?

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:54:55 GMT

Hi DavieF

If you do receive 2 routers then please let me know here and I will send you a pre paid returns bag so one can be returned.

Thanks

Debbie

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 10:56:03 GMT

Thank you Debbie.

I am struggling to understand how the chat service can be so, so bad. You have been a great help and thank you once again.

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 10:59:01 GMT

Hi DavieF

I will make sure that this is fed back to that team.

Thank you for your kind words 🙂

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Mon, 11 Apr 2022 11:00:17 GMT

Thank Debbie,

Why did I not speak to you first. You have restored my faith after hours of head exploding frustration with your chat colleagues.

Best regards,

DavieF

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Debbie-TalkTalk — Mon, 11 Apr 2022 11:04:10 GMT

Hi DavieF

If you need anything else then we are always here on the Community 🙂

Debbie

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

DavieF — Wed, 13 Apr 2022 18:40:59 GMT

Hi Debbie,

All sorted now. New router arrived today all all appears to be working well.

Thank you so much for your help. Separate thank you posted (I think I have tagged you correctly?)

Regards,

Davie F

Re: UNBELIEVEABLY POOR CUSTOMER SERVICE

Chris-TalkTalk — Thu, 14 Apr 2022 08:49:34 GMT

That's great news Davie, thanks for letting us know 🙂

Chris