Account still not updated

[Martdy]

After the nightmare of full fibre install and taking an age to get a working phone line 

I am still not able to access the VOIP set up for the app or any other options in my account. 

Thankfully my landline is finally working.

The account eventually changed over from my previous fibre 65 to Fibre 150 VOIP (after I once again complained)but I still can't do anything.

And the price is not what I negotiated with retentions on a 18 month deal with no price rises .

I was also over charged for the previous month because I was still in contract. I know the charge is in advance but I had the install before end of contract.

I've had no response from the various complaints I've raised either.

[Gliwmaeden2]

There are problems ongoing (for a couple of years) with phone settings / removing boosts etc via My Account, so we tell customers that encounter this to phone / use Chat for this.

The latest about the Digital Voice App is that it's not going to be available:

https://community.talktalk.co.uk/t5/Articles/TalkTalk-Digital-Voice-App/ta-p/2895494

[Martdy]

Coming up to the first anniversary of my new contract and I STILL can't change any phone settings , boosts and more importantly use the promised Talk Talk digital voice app.

I'm drafting a letter of complaint . 

[Martdy]

Thanks - I live in hope

[Arne-TalkTalk]

I have chased this up again.

[Gliwmaeden2]

Re-escalating this for you, @Martdy.

[Martdy]

So here we are 3 months later and I still cannot change anything in my account or sign in to digital voice .

[Martdy]

Thanks for the update

[Arne-TalkTalk]

That issue is still with the developers, the issue has been identified and they are testing the fix before implementing to ensure that nothing goes wrong,  At this time there is no set date. 

[Martdy]

Thank you

Any news of when I'll be able to change boosts etc in my account?

[Arne-TalkTalk]

Hi @Martdy

The credit has now been applied, apologies it was stuck waiting for authorization which has now been done. 

You will be able to request a refund Via My Account, or leave it on the account to be used against future bills.

Regards

[Arne-TalkTalk]

Thank you please leave this with me. 

[Martdy]

Above is an Email titled Re: Complaint CMP-507661 [ET-547325] received 14th November2023 at 16.11

[Martdy]

 

Dear Martin Dilley,

I hope this email finds you well. I am writing to keep you updated on the progress of your complaint with us. 

After reviewing this issue, I can see that you are able to add or remove boosts or we are able to recontract you as the issue has been resolved.  

I understand how stressful that situation can be especially with these issues and on behalf of TalkTalk, I apologize for any inconvenience, however in order to bring this matter to a satisfactory resolution I am proposing that I can offer you £75.00 as compensation for the inconvenience. Also, I suggest to contact our Loyalty department through Live Chat or by calling on 0345 1720 074 (Mon-Sat 08:00-20:00) and they will help you to recontract as your contract has been expired or cancel your account. 

Please confirm if you are happy with the resolution offered, I will also arrange to follow up with you in 5 working days, should I not hear back from you by then I will go ahead and make the necessary arrangements action the proposed resolution.

Once again, I would like to apologise for any inconvenience this issue has caused.

Kind regards,

Eleftherios
Case Manager

[Arne-TalkTalk]

Hi Martdy

Did you get a confirmation email regarding the compensation,  I cant see any indication on your account or complaint notes. 

[Martdy]

So ,although call waiting was finally removed - (took the right person 5 mins  to sort out ).

I was promised that the other issues with  my account where I can't change anything or set up digital voice app would be escalated and would take 3 to 5 working days

As usual nothing has happened

I was given this number to quote

1-0000003-108923-01

And the promise of £75 compensation for the months of hassle has also not happened !

[Arne-TalkTalk]

Sorry that this is still ongoing,  There is a callback scheduled for tomorrow (9th).

[Martdy]

Informed complaints person via email -( they never ring) . Asked them to escalate to full fibre .Another month gone by  still nothing has changed .

 I have call waiting kicking in constantly and have to ring customers back . SO FRUSTRATING.

When will someone actually take ownership of this and sort it out.

And I still can't change anything in my account - useless

[Arne-TalkTalk]

When your complaint manager calls you, ask them to escalate it to the Full fibre team as call waiting could be active in the backend systems, which they have access too. 

[Martdy]

I’ve tried another phone and it’s still the same - mutes current caller

new caller hear’s “the person is on the phone they know you are waiting “

please sort it out

[Martdy]

It didn’t do it before digital 
Ill try another phone.

still cannot add or remove phone boosts or features or activate digital voice for the app