topic Re: Abysmal Customer Service - Full Fibre in Full Fibre

Abysmal Customer Service - Full Fibre

CDavies1 — Sat, 28 Dec 2024 00:08:06 GMT

I am absolutely exhausted with TalkTalks's customer service. With an original GoLive date of October, it's nearly January and I still have no Internet.

Issue is obtaining Full Fibre in a block of flats - some minor cable work apparently needs to be done. But TalkTalk continually fail to provide any updates, I have to stay on LiveChat or the phone forever to try and get an answer, and even then I'm told to check back in X days. There is no proactive communication whatsoever. Even upon raising a complaint and being told a complaints manager would contact me I hear nothing.

Genuinely the worst experience. Can anyone please update me on what an earth is happening/if I will ever get connected?

Re: Abysmal Customer Service - Full Fibre

Gliwmaeden2 — Sat, 28 Dec 2024 07:58:30 GMT

Staff will be back on here from Monday, @CDavies1.

Make sure you have completed your community forum profile details for them to identify your order / account.

Go via your avatar/name; settings; drop down menu....Personal Information. SAVE CHANGES.

Re: Abysmal Customer Service - Full Fibre

CDavies1 — Mon, 30 Dec 2024 09:30:27 GMT

Yet again I was promised a call back from the manager looking after my case but received no call once again.

Can someone please get in touch with me to clarify what is going on? The lack of proactive communication is absolutely awful.

Re: Abysmal Customer Service - Full Fibre

ShoreRam — Mon, 30 Dec 2024 12:40:13 GMT

You have my sympathy - "I have to stay on LiveChat or the phone forever to try and get an answer, and even then I'm told to check back in X days. There is no proactive communication whatsoever. Even upon raising a complaint and being told a complaints manager would contact me I hear nothing." This is EXACTLY my experience. I have been offline for 23 days now since a tree fell in storm Darragh taking down our fibre. Day after day of going round in circles. Standard response of "Next update is due in x days time", I've never experienced such incompetence. Sorry I can't offer help but I need to vent somewhere. It truly is pathetic service.

Re: Abysmal Customer Service - Full Fibre

Gliwmaeden2 — Mon, 30 Dec 2024 12:50:06 GMT

Staff on the forum may be able to help, but you must return to the message board and click on start a topic, @ShoreRam.

They will be on here tomorrow too but off on New Year's Day.

It's worth starting your own thread ASAP.

Re: Abysmal Customer Service - Full Fibre

ShoreRam — Mon, 30 Dec 2024 13:08:11 GMT

Cheers, ta.

Re: Abysmal Customer Service - Full Fibre

Arne-TalkTalk — Tue, 31 Dec 2024 13:23:20 GMT

Hi CDavies1

The latest update is dig work is required it will take 5 working days to get the order to progress please review back on 07/01/25.

Only Openreach can do the work required.

Sorry

Re: Abysmal Customer Service - Full Fibre

CDavies1 — Fri, 03 Jan 2025 06:40:18 GMT

Thanks. This is continually the update I am given - that work is required and to check back in X days time. No work is ever done. I appreciate this is on Openreach to do not TalkTalk but it has now been nearly 3 months with no Internet.

I am not bothered about full fibre I just want working Internet. Can TalkTalk set me up with the basic copper line in the meantime whilst awaiting the work to be done?

(Sorry @ShoreRam that you're experiencing the same pain! I hope for both our sanity's sake that we can get our issues resolved!)

Re: Abysmal Customer Service - Full Fibre

ShoreRam — Fri, 03 Jan 2025 07:59:59 GMT

Thanks! I don't have any confidence that mine will be fixed soon - Like youself, I'm sitting in an information vacum 🙂

The good news for you (and I) is that you will be due a hefty chunk of compensation, this should be automatic but who knows with TalkTalk!

Re: Abysmal Customer Service - Full Fibre

CDavies1 — Tue, 07 Jan 2025 20:36:00 GMT

It is now the 7th and once again I've had absolutely no update. What is the status?

I understand only Openreach can do the work but you are the service provider and Openreach do not contact/can not be contacted by the customer. You have a duty of care to keep customers up to date which you time and time again are failing to do.

Re: Abysmal Customer Service - Full Fibre

Gliwmaeden2 — Tue, 07 Jan 2025 21:28:55 GMT

Re-escalating this for you, @CDavies1.

Re: Abysmal Customer Service - Full Fibre

CDavies1 — Thu, 09 Jan 2025 23:08:54 GMT

It is now the 9th and still no contact. TalkTalk can you please give me an update?!

Re: Abysmal Customer Service - Full Fibre

Gliwmaeden2 — Thu, 09 Jan 2025 23:37:44 GMT

I can't help wondering if it's worth simply cancelling the order, @CDavies1?

Then put in an order for copper ADSL or FTTC, and at some stage Talktalk is compelled to upgrade you to Full Fibre when they pull the plug on copper?

Anyway, I'll re-escalate this again in the hope that staff pick it up again.

Re: Abysmal Customer Service - Full Fibre

CDavies1 — Fri, 10 Jan 2025 08:12:15 GMT

Thanks so much for your advice. I would be very happy to do that but there didn't seem an option to buy anything but full fibre. I asked a previous customer service rep this question and they didn't say I could go down that route. I would be perfectly happy with that but it doesn't seem to be an option unfortunately.