topic Re: Unbelievably bad customer service in Broadband

Unbelievably bad customer service

Teaspoon87 — Tue, 26 Nov 2024 17:53:53 GMT

I've just joined TalkTalk and I'm not very impressed. My wifi is dropping in and out, I'm having to turn it on and off again all day to use it and when I tried to contact TT about it.... forget it. I've just spent the last hour trying to speak to someone, but to no avail. It took about 15 attempts to register (constant 'technical fault' on website) and don't even get me started on the 'live' chat - 'dead' chat would be more appropriate given the delayed response.

Being with TalkTalk has had a massively negative impact on me, and I'm not sure that's what you want from customers still on their 30 day trial.

Re: Unbelievably bad customer service

Debbie-TalkTalk — Wed, 27 Nov 2024 06:52:25 GMT

Hi @Teaspoon87

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: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 12:29:16 GMT

I've done this - again, far from a simple process, mainly because it seems most things don't work with TalkTalk. Try to set up profile 'technical fault', try to speak to human (don't bother, genuinely impossible, even though live chat gave me an alternative number, which they promised would mean human contact - just went to the same place - that was SUPER fun) It also says this when I log into my account: 'We've encountered a problem that could delay your services going live. We're working hard in the background to get your order back on track and will be in touch if we need to speak with you. If you need an update please chat to us.' Which I don't understand, as the internet is working, just with constant problems. Also, LOVE the line, 'please chat to us.' I'd like to, really would. Only you've made it maddeningly impossible. Genuine question: do you hate your customers? Seems like it from the level of distain and carelessness I've experienced. So let's send this out there and expect a reply in.... I'm gonna go for 24 hours at least.

Re: Unbelievably bad customer service

Chris-TalkTalk — Wed, 27 Nov 2024 14:22:39 GMT

Hi Teaspoon87,

Thanks for completing your profile. Everything from our side is showing that the order isn't completed and showing not completed on Openreach systems too although the engineer notes show job completed. I'll check with an Openreach desk agent and get back to you

Chris

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 15:15:55 GMT

Yeah, I've done that. Also, your team got in touch with me. Took up a lot of my time on a painfully slow 'live chat' on WhatsApp where they told me to call a number where I would 'definitely be connected to a human.' Can you guess what happened?

Here is the situation:

I have a query. A 2 minute question which could be answered quickly and succinctly by a human

Because of your abysmal system, it's taken me 2 - nearly 3 days to report it

AND I'M NO CLOSER TO COMPLETING AS I WAS FROM THE VERY START.

I feel like this is a wind-up. This can't be the way you treat your new customers, it just can't be.

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 15:17:48 GMT

Also, for some reason, and quite in the contrary to every other system on the planet, you have to scroll UP to see the latest message on your forum. As a consequence I replied to a different message - please see below.

Re: Unbelievably bad customer service

Chris-TalkTalk — Wed, 27 Nov 2024 15:17:52 GMT

I've spoken to the Openreach desk agent, they are going to complete the order on their systems which can take up to 24 hours, they've asked us to check back on the 29th

Chris

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 15:19:23 GMT

Not interested in responding to any of the problems I've identified? That's cool. Great service. Are you actually interested in keeping me as a customer, or couldn't care less? Genuine question.

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 16:15:31 GMT

Siiiiiiiiiiggggggghhhhhhhhhhh

Why does it say this on my profile page?

Re: Unbelievably bad customer service

ferguson — Wed, 27 Nov 2024 16:20:51 GMT

@Teaspoon87

I have removed the image for your own security as it contains your full phone number. Try just clipping the message text and reposting.

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 16:26:42 GMT

Of course - I wouldn't want anyone to know my landline number which is not connected and has nothing to do with me. Anyhoo (🙄) let's try the bit where you actually answer a question. I really think you can do it this time.

Re: Unbelievably bad customer service

ferguson — Wed, 27 Nov 2024 16:34:44 GMT

There's no need to be so rude, I am just a customer like yourself, I can't answer your questions. Chris has already said that Openreach are on the case, there clearly is an issue it, but it seems that it is also being dealt with.

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 16:35:14 GMT

I tell you what, I'll make it simple:

My wifi keeps dropping in and out - I have to turn it on and off again to sort it out:

Answer 1: This is normal and part of the process during the first couple of weeks

Answer 2: We can monitor the line and give you feedback

Answer 3: This is unusual and we will send an engineer round to check

Just pick one of the answers and let's take it from there. Wow.

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 16:37:08 GMT

Mind. Your. Own. Business.

Re: Unbelievably bad customer service

ferguson — Wed, 27 Nov 2024 16:39:49 GMT

Have you read the actual responses? I realise you're unhappy, but you are getting support from the team here so just give it a wee bit more time.

Re: Unbelievably bad customer service

Teaspoon87 — Wed, 27 Nov 2024 16:42:11 GMT

Thanks. Thank goodness for people like Ferguson. He's good. I'm bad. And I guess TalkTalk are indifferent? Also, why are you getting involved? I'm not sure TalkTalk will go out with you

Re: Unbelievably bad customer service

ferguson — Wed, 27 Nov 2024 17:06:59 GMT

Wait for the support team to respond again. As TalkTalk employees they are obliged to help customers however hostile and unpleasant they may be. I am not.

Re: Unbelievably bad customer service

Chris-TalkTalk — Mon, 02 Dec 2024 07:57:31 GMT

Hi Teaspoon87,

The ordered is showing complete, does everything seem to be OK now?

Chris

Re: Unbelievably bad customer service

Teaspoon87 — Mon, 02 Dec 2024 13:48:36 GMT

The wifi continues to drop in and out - how long should I expect this to continue before I know it's not just a moving in issue?

Re: Unbelievably bad customer service

Chris-TalkTalk — Tue, 03 Dec 2024 08:22:17 GMT

Line test isn't showing any disconnections since the 30 Nov which appears to be a profile change. Have you experienced disconnection over the last couple of days?

Chris