topic Re: Internet down, poor customer service in Broadband

Internet down, poor customer service

Jssouthern — Fri, 28 Jun 2024 07:21:47 GMT

My internet is down and talktalk do not provide a way to speak to a person in any way. Instead I have spent the last 24hrs back and forth with AI. My open case on my account states 'resolved but this isn't true as internet still isnt working. I've had no update today or the progress of my issue and after speaking with AI for again it tells me that the 'engineer is doubling his efforts. Compensation kicks in after day 2 at almost £10 per day and the way things are going with the communication of this company I'll be rich. Hoping a real customer service human sees this thread, physically picks up the phone and rings me with an update. The only other option I have is to cancel my service with you and go with the 'internet service provider of the year' in Plus Net where I can chat openly with people and not robots. Been with talktalk now for over 3 years but your reputation has been flushed down the crapper in 24 hrs. As a service provider... provider me the service that I'm paying for!

Re: Internet down, poor customer service

Debbie-TalkTalk — Fri, 28 Jun 2024 07:24:45 GMT

Hi @Jssouthern

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: Internet down, poor customer service

Debbie-TalkTalk — Fri, 28 Jun 2024 07:51:38 GMT

Hi @Jssouthern

Please can you add your TalkTalk account number to your Community Profile if you don't have a landline.

Thanks

Re: Internet down, poor customer service

Debbie-TalkTalk — Fri, 28 Jun 2024 08:43:22 GMT

Hi @Jssouthern

Thanks for updating your Community Profile.

I can see that this fault has been raised to Openreach and a line engineer was assigned to this fault this morning.

We should hopefully have further updates later this afternoon. I will keep monitoring this and I will post back here as soon as I have further information.

Thanks again.

Debbie

Re: Internet down, poor customer service

Debbie-TalkTalk — Fri, 28 Jun 2024 12:50:34 GMT

Hi @Jssouthern

We are still waiting for Openreach to update the fault ticket.

Has the engineer made contact with you today?

Re: Internet down, poor customer service

Debbie-TalkTalk — Mon, 01 Jul 2024 06:16:46 GMT

Morning Jssouthern

Openreach have updated the fault ticket to advise that they are still working to resolve this fault. I will continue to monitor for further updates.

Thanks

Debbie

Re: Internet down, poor customer service

Debbie-TalkTalk — Mon, 01 Jul 2024 12:21:24 GMT

Hi Jssouthern

Just to confirm, has this fault now been resolved?

Re: Internet down, poor customer service

Margy14 — Wed, 24 Jul 2024 08:17:36 GMT

Did you get it sorted? How was it fixed in the end? I have an open case with Internet just dropping in and out about 10 times yesterday. On chat for an hour with some one who just send condescending replies. They were not helpful and I have no clue where it's at. They tested stuff when it working and said it's OK. Looking at other and cheaper packages now.

Re: Internet down, poor customer service

Debbie-TalkTalk — Wed, 24 Jul 2024 08:20:10 GMT

Hi @Margy14

Please can you create your own topic on the Community, we can then take a look at this for you.

Thanks

Debbie