topic Re: 20 days and counting with no internet in Fibre

20 days and counting with no internet

Unimpressed20 — Sat, 05 Oct 2024 14:56:20 GMT

Astonishingly poor customer service by the time I receive my umpteenth pointless update on Monday, 20 days without service.

When you finally manage to speak to someone if they don’t have a system outage they are nice and polite but completely ineffective, they take zero accountability or ownership of the problem and the updates are at best minimal at worst misleading. The online fault tracking hasn’t been updated once either.

I have spent hours on the phone to no avail, raised complaints, pointless, received updates promising resolution, doesn’t happen, received texts to say my problem has been resolved, laughable, lost my temper, sorry, you can’t even escalate the complaint so always end up talking to someone following the guidelines as they call it i.e. a script, round and round we go.

Yes, I accept the issue lies with Open Reach but you must have an escalation process in your SLA’s surely?

Come on TalkTalk, read your values and apply them, I know you can find a solution - please!!

If anyone out there has a magic wand wave it in this direction.

Re: 20 days and counting with no internet

KeithFrench — Sat, 05 Oct 2024 15:16:29 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

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.

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 and then clicking 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: 20 days and counting with no internet

Chris-TalkTalk — Mon, 07 Oct 2024 06:57:03 GMT

Hi Unimpressed20,

If you still need assistance can you, as Keith has asked, 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

Re: 20 days and counting with no internet

Unimpressed20 — Mon, 07 Oct 2024 09:34:50 GMT

Profile updated

Re: 20 days and counting with no internet

Chris-TalkTalk — Mon, 07 Oct 2024 10:34:58 GMT

Thanks for updating your profile. I'm sorry this is taking so long to resolve. It's currently in hand with Openreach, There should be an update some time today so I'll check again later and get back to you

Chris