topic Re: Customer Service - Bots v Humans in Broadband

Customer Service - Bots v Humans

Southcoast2 — Sat, 31 Jan 2026 15:58:36 GMT

I renewed my contract today and wanted to say a big thank you to the guy who took my call.

Companies everywhere seem to be ditching humans in favour of bots, so not only was I able to phone (without queuing for ages) but also to speak with a member of the team who really seemed to want to listen.

He was just the 'right amount' of friendly, clearly explained my options & made sure I understood what was on offer - no pressure, took time to hear me and understood what I needed, all with a smile in his voice

No tearing my hair out with a bot who just doesn't get my question, let alone an answer

So Talktalk (or whoever might takeover one day) many customers like to be able to easily find a number on yr contact page, they like to talk to a human and they also like to feel valued - I found all three, so many thanks

PS I could have gone elsewhere, but the actual broadband service, pricing and the customer service are all v good, so why leave... I'm not a TT employee nor related to any - just a happy customer :-))

Not expecting a reply

Re: Customer Service - Bots v Humans

Divsec — Sat, 31 Jan 2026 19:32:07 GMT

Hi @Southcoast2 great to hear things worked well for you, same for me.

Enjoy your broadband, inevitably something will go wrong eventually and the support in this community stand ready to assist.

Re: Customer Service - Bots v Humans

Southcoast2 — Sun, 01 Feb 2026 17:49:45 GMT

In the last 14 years with TT I can honestly say that aside from the very occasional maintenance downtime/slowdowns (maybe 3/4) I've only rarely had reason to contact them for issues -

Some time ago, for voicemail on my landline, & another contract clarification which got sorted by the guys on this forum with the same courtesy & speed. Heads up to you too :-))

PS If you're complaining about speed, I have to smile - in 2011 my contract (that was similar to everything else available at the time) said :

Your broadband speed is estimated as *2.7Meg*.

*That's a speed range between 1.5 and 3.8Meg

Re: Customer Service - Bots v Humans

Mandisa-TT — Mon, 02 Feb 2026 07:15:06 GMT

Hi @Southcoast2

Thank you for the lovely feedback — it’s great to hear your renewal call went so well. Our teams work hard to give clear, friendly support, so it’s wonderful to know it made a difference.

We’re also glad the service has been reliable for you over the years. If you ever do need a hand, the community is always here to help.

Thanks again for taking the time to share your experience, and for choosing TalkTalk 😊