topic Re: Appalling support in Full Fibre

Appalling support

David228 — Mon, 27 Jan 2025 10:43:50 GMT

does any one know how to get anyone at Talktalk to answer the phone? I cant get past the useless robots and all they do is send a text message with a link to site that does not work.

Re: Appalling support

Anonymous — Mon, 27 Jan 2025 10:46:28 GMT

Hi David,

Can I ask what you need assistance with please?

Thanks

Michelle

Re: Appalling support

David228 — Mon, 27 Jan 2025 11:07:48 GMT

My broad band has failed, and i cannot get past the robot

Re: Appalling support

Anonymous — Mon, 27 Jan 2025 11:09:55 GMT

Hi David,

I'm sorry to hear this. What lights are on your router and also the ONT box on the wall?

Can you please update your community profile to include your:

Name
Telephone number or Account 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

Michelle

Re: Appalling support

David228 — Mon, 27 Jan 2025 11:25:16 GMT

I have finally (after more that 2 hours of screaming at the phone) go through to an agent. He asked for more verification after verification after verification and i am now very close to a melt-down. The agents English is poor I can only understand 50% of what he says.

I think he has arranged some one to come out and look at it.

I cannot update the profile information as your verification fails when I try to do so.

The level of support is appalling

Re: Appalling support

Anonymous — Tue, 28 Jan 2025 07:47:53 GMT

Hi David,

I'm sorry for the delay. I've located your fault and I can see that Openreach are currently investigating and the fault appears to be related to an outage. We'll continue to monitor for updates for you.

Thanks

Michelle

Re: Appalling support

Anonymous — Tue, 28 Jan 2025 13:52:04 GMT

Good afternoon,

I've re-checked and the fault is still under investigation with Openreach, no additional updates as yet. I'll check again first thing in the morning.

Thanks

Michelle

Re: Appalling support

David228 — Tue, 28 Jan 2025 13:56:02 GMT

Thanks, I have seen vans outside but they have gone now.

Re: Appalling support

Anonymous — Tue, 28 Jan 2025 14:01:51 GMT

Hi David,

Ok thanks for the update. Hopefully they won't take too long to resolve this for you. It still shows that it's linked to an outage so we should hopefully know more soon. I'll keep you updated here.

Thanks

Michelle

Re: Appalling support

Anonymous — Wed, 29 Jan 2025 06:54:55 GMT

Morning David,

We've received an update from Openreach to advise that further work has been identified that needs completing to resolve the fault. They are still working on this and I will continue to monitor for additional updates.

Michelle

Re: Appalling support

David228 — Wed, 29 Jan 2025 07:20:07 GMT

Did they give any indication of how much longer this will take? My phone data will soon be exhausted and I will no longer be able to work. I am self employed and work form home with clients in Japan and the US.

Re: Appalling support

Anonymous — Wed, 29 Jan 2025 07:24:55 GMT

Hi David,

Apologies, no they haven't provided any timescales. Hopefully I'll know more soon.

Michelle

Re: Appalling support

Barry3574 — Wed, 29 Jan 2025 07:58:51 GMT

I have been having similar problems since December. By far the worst customer service I have ever encountered.

Re: Appalling support

Anonymous — Wed, 29 Jan 2025 08:24:33 GMT

Hi @Barry3574

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

Re: Appalling support

David228 — Wed, 29 Jan 2025 17:35:36 GMT

Is there any further updates? I have now used by monthly phone data allowance (in 2 days) am probably going to have to spend about £30/£40 a day on mobile phone data to keep working. The lack of feed back extremely annoying.

Re: Appalling support

Anonymous — Thu, 30 Jan 2025 07:02:37 GMT

Hi David,

We've received an update to advise that permission requests have been submitted as it looks like potential dig work or traffic management is required to resolve the fault. It has asked us to check back today for more information so I'll check again this afternoon.

Thanks

Michelle

Re: Appalling support

David228 — Thu, 30 Jan 2025 07:45:38 GMT

OK, thanks for letting me know.

Re: Appalling support

Anonymous — Thu, 30 Jan 2025 07:49:50 GMT

Thanks David. I'll check again early afternoon and will post back here.

Michelle

Re: Appalling support

Anonymous — Thu, 30 Jan 2025 12:54:50 GMT

Hi David,

No additional updates as yet. We'll continue to monitor.

Michelle

Re: Appalling support

Chris-TalkTalk — Fri, 31 Jan 2025 06:17:06 GMT

Hi David

Nothing further at the moment, we'll check again later

Chris