topic Re: Case Managers in Home Phone

Case Managers

Crackle170224 — Sat, 17 Feb 2024 16:26:41 GMT

Do all TalkTalk case managers have access to the same data?

Three faults back in my six years with TalkTalk, the Case Manager was a former Openreach Engineer and was very helpful. They confirmed they could see exactly the circumstances I was reporting. I had had conversations during a previous fault with TalkTalk network engineers who told me what to look out for and how to report it.

Some Case Managers seem to be so scripted they appear to be incapable of listening or helping.

Is there a hidden group of troubleshooting Case Managers? The one I am dealing with now is a replacement for one that initially replied to my complaints to Tristia Harrison [CEO of TalkTalk]. The current one is so much better than the first one.

Re: Case Managers

Gondola — Sat, 17 Feb 2024 16:49:34 GMT

The top level of case manager is a CEO Office agent. The CEO Office agents have experience and access to top level technical support in order to resolve issues including complex technical issues. Good to see that you are receiving expert help.

TalkTalk Community Support cannot assist you with resolving issues that are referred to a CEO Office agent but if you need any further guidance just say.

Re: Case Managers

Anonymous — Mon, 19 Feb 2024 07:31:55 GMT

Morning,

Are you currently in contact with the CEO complaints Team?

Thanks

Michelle