topic Re: Lack of support in Fibre

Lack of support

deckhanddave — Fri, 17 Mar 2023 18:41:30 GMT

I've had problems with my Wifi since at least Wed when I noticed it. I spoke to an agent and he was sending me a new router. It is now Friday evening and still no router so I tried to contact someone. Fat chance, every way I try I get stopped. I've tried chat and they send links that don't work. Telephones don't get anywhere near a person. I managed to get an agent on chat who then sent me a lin to the correct people to talk to and the link didn't work. I am getting very angry over this as I have been doing this for hours now. Thankfully, I am out of contract so can tell TalkTalk to shove their service where even Angels fear to tread. Does anyone out there know of a way to get to talk to someone, preferably a real live person, who might be capable of answering my questions before next week?

Re: Lack of support

Gliwmaeden2 — Fri, 17 Mar 2023 21:34:12 GMT

Sadly there are no staff on here at weekends, @deckhanddave.

It's just normal Chat / telephone support at weekends:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Lack of support

deckhanddave — Sat, 18 Mar 2023 00:40:39 GMT

Ddiolch for telling me that, Gliwmaeden2 (Maidens clue, is it?). Google translate not my Welsh. Not much use when they won't or don't answer the phone and you can't get anywhere with chat. Still, there's a contact for if you are thinking of leaving us. I'll try that today (Saturday). Have a good weekend.

Re: Lack of support

Gliwmaeden2 — Sat, 18 Mar 2023 01:00:05 GMT

No, nothing Welsh about it at all.

Try Old English, but maybe Google translation doesn't reach back that far....

Re: Lack of support

deckhanddave — Sat, 18 Mar 2023 11:45:48 GMT

Drat! So much for being smart eh!😁 I tried Googling Ye Olde English but computer say nope. Sorry for making the assumption, no offense meant.

Best wishes, Dave.

Re: Lack of support

deckhanddave — Sat, 18 Mar 2023 11:54:16 GMT

Just wanted to update this. I finally got someone on chat but they couldn't help. I decided to ring the "Are you thinking of leaving us" phone line. I got someone fairly quickly but again not only a waste of time this person was actually rude! I was asked by her to explain what the problem was and I explained in full. At the end of my explanation, she put me on hold, eventually came back and told me exactly what I already knew(Possibly a written speech). I then spoke to her to find she had just hung up! No bye, can I help you any further or even allow me to give her my notice of termination. I never ever believed customer service could be so rude let alone a retentions agent. 😠 I'm still struggling to believe it.

Re: Lack of support

Anonymous — Mon, 20 Mar 2023 07:36:21 GMT

Hello,

I'm really sorry to hear this. Can I just confirm, has the router arrived since your last post? If not then we can look into this for you.

Thanks

Re: Lack of support

deckhanddave — Mon, 20 Mar 2023 10:30:42 GMT

WOW!

Just a wee update. I've been told it takes 3 to 5 working days to receive a new router by two different agents on two different occasions. No apology, or offer of reduction in my rental for the days of poor wifi, and been hung up on. I have now just seen a post on a different complaint which makes a total mockery of the information I was given. Here it is-

3 hours ago

Message 1 of 5

Hi S********s

I'm really sorry for the delay.

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

Let us know how you get on.

Thanks

Debbie

Debbie being a TalkTalk support team member. Now, if it takes 3 to 5 days, which I was told is basically non negotiable and written in tablets of stone, then either Debbie is mistaken regarding 24 to 48 hours or someone, ie.. two people I spoke to, are mistaken instead. I won't suggest I may have been told a 'Porkie' because I'm sure they wouldn't do that, would they? 🤔I can only wish I spoke to Debbie last week when this started.

Re: Lack of support

deckhanddave — Mon, 20 Mar 2023 10:41:04 GMT

I've replied to the email I believe you sent. In case it was from someone else, the answer is unfortunately no.

Re: Lack of support

Karl-TalkTalk — Mon, 20 Mar 2023 11:04:28 GMT

Hi Dave,

Just to clarify, the official position is that it will take 3 - 5 working days for a router to arrive. This allows for any delays on the courier end, so the support teams will always advise this length of time for any equipment that is sent out.

We know through experience that most routers arrive in 24-48 hrs with the couriers we use, so we here in Community tend to advise of this time scale, but officially we are told to tell you 3-5 days also, so I suppose we here are a little rebellious 🙂

Karl.

Re: Lack of support

deckhanddave — Wed, 22 Mar 2023 16:00:58 GMT

Just to clarify, it's now Wednesday 22/03/2023 and there is still no sign of a replacement router. So all that Bull**** about 3 to five days but we usually get them out in 24 to 48 hours is really stinking the place up. I was always told if it smells like ******** then it probably is ********. Anyone any idea on how to get this useless company to provide what it charges us for? A service.

Re: Lack of support

ferguson — Wed, 22 Mar 2023 16:17:58 GMT

Who told you and when that a replacement router was being sent?

Re: Lack of support

Gliwmaeden2 — Wed, 22 Mar 2023 23:54:18 GMT

Support staff in the first instance by phone, as in the OP:

"I spoke to an agent and he was sending me a new router. It is now Friday evening and still no router so I tried to contact someone."

Really rather overdue if it's not here Thursday morning. Keep us posted, @deckhanddave.

Re: Lack of support

Debbie-TalkTalk — Thu, 23 Mar 2023 07:05:24 GMT

Hi deckhanddave

I can check on this router order for you.

As my colleague Karl has also advised, we on the Community usually advise 24-48hrs for the router to arrive because this is usually the case (my router I had delivered was within 24hrs) Our Faults Team may advise slightly longer just to set expectations in case of any delays.

Please can you confirm if the correct landline number is in your Community Profile? (please do not post this information on this thread)

Please can you also add your name and the account holders name in the Private Notes section of your Community Profile.

Thanks

Re: Lack of support

Debbie-TalkTalk — Fri, 24 Mar 2023 08:08:09 GMT

Hi deckhanddave

Do you still need help with this?

Re: Lack of support

deckhanddave — Fri, 24 Mar 2023 10:05:21 GMT

Hi Debbie

Take a guess? It's Friday the 24/03/2023. I reported my problems on the 15/03/2023. I received the return envelope and label for the old router but never received a replacement. I'm actively looking to replace TalkTalk as my ISP and debating on what action to take with regard to my paying for a service which TalkTalk aren't providing and recompense for all the time I have had to give to trying to resolve TalkTalks inability to provide said service. Put in a nutshell, it would appear that no one has done nothing in regard of this problem since it was reported. Except for whoever sent the returns stuff. I've pretty much lost the will to live where this company is concerned and to think I generally sang their praises before all this.

Re: Lack of support

Debbie-TalkTalk — Fri, 24 Mar 2023 10:10:13 GMT

Hi deckhanddave

Please can you confirm if the correct landline number is in your Community Profile? (please do not post this information on this thread)

Please can you also add your name and the account holders name in the Private Notes section of your Community Profile.

Thanks