topic Re: Awful customer service in Fibre

Awful customer service

Hackedoff27 — Wed, 13 Mar 2024 11:43:13 GMT

Internet has been down since yesterday lunchtime due to incompetent Openreach employee working on a fault at another property.

Reported via your useless website and just got the standard "it's broken" response, stating 2-3 days for BT to fix their own problem.

Tried contacting TT today via the chat.

Sat for 15 mins waiting for an expert to just start the chat but nothing.

No response to any of my messages.

WFH so a 2-3 day downtime is not acceptable, based on it being Openreach's fault in the first place!

The only info I have is that they are looking into the problem but this has not been updated since yesterday afternoon.

It seems as though TT has no regard for paying customers and is happy to just let them struggle with a lack of support.

Customer Service is non-existent and almost impossible to reach unless you are planning to leave when suddenly, you get a UK based person on the line!!

Guess that you get what you pay for so might be time to look elsewhere.

How do I get an up to date, real response and solution to this issue?

Re: Awful customer service

Debbie-TalkTalk — Wed, 13 Mar 2024 11:54:43 GMT

I'm really sorry to hear this.

I can see that this fault has been passed to Openreach to be investigated by a line engineer.

I will continue to monitor this fault for additional updates and I will post back on this thread as soon as I have further information.

Thanks

Debbie

Re: Awful customer service

Debbie-TalkTalk — Thu, 14 Mar 2024 07:27:17 GMT

This fault is still with the Openreach line engineers, there are no additional updates at the moment.

Re: Awful customer service

Hackedoff27 — Thu, 14 Mar 2024 07:39:15 GMT

Hello

Just received a text from openreach saying they "think" it has been fixed but it has not!!

Still have no Internet and router is not connecting.

The only option given in the text is to reply that it is fixed so basically they have done nothing.

Useless!!

Re: Awful customer service

Debbie-TalkTalk — Thu, 14 Mar 2024 08:18:26 GMT

Openreach have not closed the fault or advised that this is fixed so I'm not sure why you have received this message, apologies for this.

I will let you know as soon as Openreach provide us with an update on the fault.

Re: Awful customer service

Hackedoff27 — Thu, 14 Mar 2024 09:38:53 GMT

Have now received the same message again!!

Internet still not working, still unable to do my job and a complete lack of constructive communication from TT or Openreach.

I need this sorted out today!!

Re: Awful customer service

Debbie-TalkTalk — Thu, 14 Mar 2024 09:53:23 GMT

I have just spoken to Openreach and they have advised that the fault is still open and the engineer is scheduled to investigate and work on this fault today.

Re: Awful customer service

Debbie-TalkTalk — Fri, 15 Mar 2024 07:11:43 GMT

Openreach have not updated the fault ticket since yesterday. I will contact them this morning and I will post back on this thread.

Thanks

Re: Awful customer service

Hackedoff27 — Fri, 15 Mar 2024 07:55:00 GMT

Appreciate that this isn't your fault but what a complete farce!

Openreach have screwed it up but can't be bothered to sort out the problem and I am left with no Internet, no useful communication and unable to work.

Please advise how I escalate this to an official complaint?

I will not be paying TT for service that you cannot provide so expect a refund.

Re: Awful customer service

Debbie-TalkTalk — Fri, 15 Mar 2024 07:58:02 GMT

I completely understand and apologies again for the delays.

I will post back as soon as I have spoken to Openreach,

Our complaints process can be found here Raising a complaint

Our auto compensation policy is here About your auto compensation credit

Re: Awful customer service

Debbie-TalkTalk — Fri, 15 Mar 2024 08:08:56 GMT

I've just spoken to Openreach and they have advised that the line engineer is assigned on this fault and is scheduled on 19-March (external fault investigation)

I'm really sorry again for the delays and I will continue to monitor for updates.

Re: Awful customer service

Hackedoff27 — Fri, 15 Mar 2024 08:18:22 GMT

Absolutely not!!

The 19th will be 7 days from when they caused the issue and is unacceptable.

How do I get this escalated today?

Neither OR or TT can just continue to push the can down the road so if it isn't resolved by the end of today, I will be cancelling my contract on the basis of breach of service!!

Re: Awful customer service

Debbie-TalkTalk — Fri, 15 Mar 2024 08:23:33 GMT

The fault is in hand with Openreach, they have not advised why there have been delays. It could be a high workload in the area.

If you wish to discuss your contract then you would need to contact our Loyalty Team directly.

Re: Awful customer service

Hackedoff27 — Fri, 15 Mar 2024 08:24:07 GMT

From the link that you sent, it appears that the only way to raise a complaint is to use the bloody awful chat system on your website.

This might be OK if anyone actually answered the chat and it didn't take 30 mins to explain it all again and have them run checks that do nothing but waste time.

Please have someone from your complaints team contact me.

Re: Awful customer service

Debbie-TalkTalk — Fri, 15 Mar 2024 08:36:55 GMT

I have raised a complaint and escalated this over to our faults escalation team. They will make contact with you as soon as possible.

Thanks

Re: Awful customer service

Hackedoff27 — Mon, 18 Mar 2024 17:02:53 GMT

Just in case anyone is interested.......

Day 6 in the house that TT has forsaken and still no Internet!

Multiple calls, texts, emails and still no Internet!

Msgs saying an engineer has been out to fix it but still no Internet!

Msgs from Overreach asking if they have fixed it but still no internet!

Told it has been fixed but still no Internet, or phone or doorbell or netflix for the kids!!

Told it must be the router even though it was fine until Overreach cocked it up.

New one supposedly sent but just been told there was a "delay" and another will be sent. No date, no real comms and still no bloody Internet!!!

Absolute joke of a company but you already know that.

Re: Awful customer service

Debbie-TalkTalk — Tue, 19 Mar 2024 06:33:47 GMT

I'm really sorry to hear this.

Has my colleague from the faults escalations team been in contact with you?

Re: Awful customer service

Hackedoff27 — Tue, 19 Mar 2024 08:29:01 GMT

Had a call from someone on Friday. Said they would call back yesterday.... nothing but not surprised!

Also had various text messages but they don't really identify who they are or what dept they work for so could have been them as well.

There does not appear to be any sort of joined up approach to this.

Now received email from Evri saying router won't be delivered until Wed and I still don't think that it will make any difference!

If it was the router, shouldn't the phone line still work?

Re: Awful customer service

Debbie-TalkTalk — Tue, 19 Mar 2024 08:34:05 GMT

I'm really sorry about this.

I've just contacted the team now and asked them to make contact with you as soon as possible.

Re: Awful customer service

Hackedoff27 — Tue, 19 Mar 2024 14:20:29 GMT

New router has arrived.

Same as old one and still have no Internet!!

Nothing from your so called customer service team either!