topic Re: How do I get past the virtual assistant and talk to a real person? in Home Phone

How do I get past the virtual assistant and talk to a real person?

Raytessex — Thu, 12 Oct 2023 11:46:41 GMT

I have had connection problems for at least three weeks. I am always fed back to "SARA" the virtual assistant. On one occasion I spent one and a quarter hours on one text exchange and now the problem persists it wants to start the whole process again. No way. If I could talk to a real person it would take only a couple of minutes to explain why I need the telecoms engineer to make a return visit. My report reference is REP 13495649

Re: How do I get past the virtual assistant and talk to a real person?

KeithFrench — Thu, 12 Oct 2023 12:07:06 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you. These are real people who do not work to scripts.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: How do I get past the virtual assistant and talk to a real person?

Chris-TalkTalk — Thu, 12 Oct 2023 12:59:10 GMT

Hi Raytessex,

I'm sorry to hear that you're experiencing problems with your service. Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris