topic Re: bad bad customer and technical service in Billing

bad bad customer and technical service

simon1688 — Fri, 15 Mar 2024 07:54:23 GMT

Where do I start? My internet was down for 3 days ! On Saturday it went down so I tried to get help on Sunday wasted hours trying to get in contact only to be told they were doing maintenance on their systems when I finally spoke to someone who knew what they were talking about they said the technical fibre team do not work on Sundays !! So I called them on Monday morning and was on the phone with them for 1.5 hours and they couldn't fix the problem and arranged for an engineer to visit. I was desperate as I need internet for work and work over the weekends so I swapped the router with an old one I had and it fixed it !!. I FIXED IT MYSELF. Spoke to Raian on the live chat to get a new router sent out which they agreed but they sent me a booster not a router !!!!! When my contract ends I will be changing providers I have wasted so much time on live chat and on the phone with TalkTalk.

Re: bad bad customer and technical service

Anonymous — Fri, 15 Mar 2024 08:05:25 GMT

Morning,

I'm really sorry to hear that you've had a poor experience. We can send a replacement router out for you and also a returns bag for the booster, would this be ok?

Thanks

Michelle

Re: bad bad customer and technical service

simon1688 — Fri, 15 Mar 2024 10:55:52 GMT

I wouldn't mind keeping the booster for the inconvenience caused and 3 days loss of work. Please send me router asap.

Re: bad bad customer and technical service

Debbie-TalkTalk — Fri, 15 Mar 2024 11:41:35 GMT

Hi simon1688

I've ordered a replacement router, please allow 24-48hrs for this to arrive.

In regards to auto compensation, this would only be applied for a total loss of service if there was a fault on the line and if this was raised to Openreach to repair.

You can keep the boosters for the issues you did experience.

Thanks

Re: bad bad customer and technical service

simon1688 — Fri, 15 Mar 2024 11:50:17 GMT

In regards to auto compensation they booked an engineer out for me but I cancelled it as I fixed the problem myself by replacing with an old router.

Can you tell me when my contract end date as I have been getting emails of new start date which I know nothing about.

Re: bad bad customer and technical service

Debbie-TalkTalk — Fri, 15 Mar 2024 11:54:52 GMT

HI simon1688

I will move this thread into our Billing section so my colleague @Arne-TalkTalk can take a look and advise on the contract end date.

Thanks

Re: bad bad customer and technical service

Arne-TalkTalk — Tue, 19 Mar 2024 14:11:43 GMT

Hi simon1688

I have sent you a PM

Regards

Re: bad bad customer and technical service

AliuceneNhamajo — Thu, 30 May 2024 18:38:38 GMT

I'm having trouble with my Internet more than 3 weeks

Re: bad bad customer and technical service

AllyM — Thu, 30 May 2024 20:58:28 GMT

@AliuceneNhamajo ,

If you want help with your issue, you should start your own topic on the forum.

Re: bad bad customer and technical service

Anonymous — Mon, 03 Jun 2024 05:46:24 GMT

Morning,

As advised, please can you create your own topic and we'd be happy to look into this for you.

Thanks

Michelle