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Stop making it impossible to contact talktalk

RobW2
Popular Poster
Message 27 of 27

I am so sick of companies such as talktalk using COVID as an excuse for lack of customer service and making it impossible to get a problem fixed. What is easier than customer services to be home based for advisors? All they need is a phone and /or a computer. So simple, but companies like talktalk are using it as an excuse to employ less staff. We are not paying less for the service because of COVID so give us the service we pay for. The website says online chat is available. IT IS NOT. Do your job talktalk and get some customer service agents working before you lose all your customers. My contract ends in a couple of months. I bet you're not slow to contact me then

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26 REPLIES 26

RobW2
Popular Poster
Message 1 of 27
 That's very useful to know that chat doesn't work in Firefox. That's what I use. Thanks for the info.   
 
 
 
Weevie Thanks for the info you shared also.
 
 
 
 
 
 
    As an update about my problem.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
After contacting the CEO office I was sent a new router and after suffering for months the problem was solved. If  I had been able to contact talktalk properly at the start it
 
would have saved me months of frustration.
 
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Weevie
Enlightened One
Message 2 of 27
TalkTalk Phone Numbers
TalkTalk Customer Service Number 0345 172 0088

TalkTalk Customer Service Number is 0345 172 0088 available Monday –Sunday, 8 am – 8 pm. This the TalkTalk customer service free phone number 0345 172 0088 to call if you have any questions or concerns about the services that they offer. The TalkTalk customer support team is in charge of handling issues that concern broadband and security, phone, TV, mobile, account and billing and email. This also the TalkTalk number 0345 172 0088 to call if you want to place a new order, track an order, need help with an existing order, change an appointment, and voucher claim. If you decide to cancel your mobile services as well cancel your contract, call TalkTalk customer service number 0345 172 0088 to help you on this.

TalkTalk Mobile Service Number 0345 172 0044

TalkTalk Mobile Service  Number is 0345 172 0044 available Monday – Friday, 8 am – 8 pm, Saturday- Sunday, 9 am – 6 pm.  This is the TalkTalk phone number 0345 172 0044 to dial If you have any complaints about TalkTalk mobile. This is also the TalkTalk mobile service phone number 0345 172 0044 to call if you want to make a payment from your TalkTalk account.

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PaulGu
Team Player
Message 3 of 27

The support numbers aren't published anywhere on the web site that I can find. They are 03451 720046 and 03451 720088 and maybe others.

 

The link to Chat is only on the Complaints page and doesn't appear when viewed in Firefox, but does when viewed in MS Edge

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RobW2
Popular Poster
Message 4 of 27
Disgruntled11 Welcome to the club. I have finally managed to get some action started on my complaint in the last couple of days, but only after contacting the CEO. I'll post updates as it progresses guys
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Disgruntled11
First Timer
Message 5 of 27

Completely agree with you.  Since I decided to use TalkTalk, I’ve made 6 phone calls totalling 5 hours and 43 minutes.  Essentially TalkTalk haven’t provided me with ANY service and in fact cancelled the order and didn’t tell me.  I only found out as I rung to find out where the router was the day before installation.  They promised me 3 times they would resolve it.  You ask to speak to a senior member and staff and they are never available or in meetings.    Finally gave up last Thursday.  Cancelled the order, or so I thought, rung on Friday and Saturday to check the cancellation had been actioned - it hasn’t.  I can’t get them to provide me with a service and can’t get them to cancel my account.  Currently TT are leaving me isolated and without Broadband and TV in a global pandemic as they won’t relinquish control of the cables.  Apparently the system is ‘stuck’ no info

as to how or when there are going to resolve it.  My advice is DO NOT use TT.  Wish I’d listened to others!

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Weevie
Enlightened One
Message 6 of 27

That would be breaking equalities laws as well - how would a non-speaker, like myself contact TT ?

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RobW2
Popular Poster
Message 7 of 27
James C  I've found live chat hasn't worked for months despite emails and advertising bumf telling us we should use it. Last time I tried to call to report an intermittent fault the phone number was answered by a recording. not a human.  and I just got some emails telling me they had checked my line and it was working. Worst excuse for a company I have ever had experience of. When we get back to more normal times and they actually have people working again we should all bombard talktalk with claims for partial refunds for a complete lack of service. I will be contacting Ofcom to complain about talktalk
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James C
First Timer
Message 8 of 27

Been trying using live chat for days and always get told its busy no matter what time of the day i try.

 

Have a @routerproblem but can't get help.

 

Contract up so maybe look around for a company that wants to help

James
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Bloodrayne
Popular Poster
Message 9 of 27

I have just 'upgraded' to Fibre 65. I am aware that it takes up to a fortnight to level out the speed, but I am seeing no improvement at all. Trying to communicate with someone in Asia whose first language is not English proving a nightmare. The offer included a new router and gift card - I received neither. I spent almost 30 minutes trying to get someone on the phone earlier; no dice. Why do Talktalk make everything so difficult?

 

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di douglas
First Timer
Message 10 of 27

I have spent hours on the phone to "customer services" , I use the term in it's loosest possible term, the last three days, trying to sort out slow broadband and my new contract which hasn't been actioned despite confirmation on December 3rd. Every day I've been told all their systems are down, how can an IT company not have any info available for three days?! The tech team increased my speed yesterday from 14 (yes really) to around 30 but I should have 65 if my plan was in place. Goodness knows how long the speed has been so low, we should not be having to test it constantly. It is always impossible to speak to a manager or to make a complaint and this service has been consistent all the years I have dealt with them. I am now off to find out about changing to another provider but have no idea how I can even cancel my business if they can't access my account. Incompetence at another level.

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jimpy
Chat Champion
Message 11 of 27

I spent over 2 hours trying to phone and then chatting on line to someone who did not understand my questions and kept asking the same questions-: my name, am I the account holder, my phone number it goes on and on 

All I wanted to do was speak to someone about renewing my contract which I would have thought deserved some priority as more and more people are getting fed up with the negative attitude of Talktalk chat personal myself included, and know add insult to injury my internet speed over the last week has been very slow and intermittent causing my Talktalk tv box to drop out at times but according to Talktalk speed tests I am getting 40-47mb my tests using other sites say less than 5 at times so come on Talktalk sort these things out for us, and get people to actually speak to us on phone and shut down your chat lines, I’m sure people would be much happier with that method of communication 

 

Thank You ! Posted By Jimpy From Staffordshire
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RobW2
Popular Poster
Message 12 of 27
 Thanks for your suggestion. There is a box there saying chat to us now.
But it does nothing when you click on it except refreshes the page.
It is only around 3.45 pm which is supposed to be within the times you can contact them.
It is one of the things that bugs me most about them because in the advertising blurb they send in emails it says use online chat.
It makes me see red because they are full of Bull **** and don't  care about the customers
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RobW2
Popular Poster
Message 13 of 27
 Despite sending emails to various email addresses for talktalk they all came back undelivered. I found a phone number in a
previous phone and tried that and I actually managed to talk to someone. I did get offered a lot better deal to stay with talktalk on
the condition they gave me an email address for making a complaint. I wrote the complaint out and sent it to the email address
provided and guess what... It came back saying it couldn't be delivered. They are1000% useless
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Gliwmaeden2
Community Star
Message 14 of 27

Chat is available from here, core hours 9am-6pm daily:

 

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

Gliwmaeden2, a fellow customer.
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Devbias
Popular Poster
Message 15 of 27

@RobW2 

any update ?

Did anyone deal with your complaint in a satisfactory manner ?

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Jezmondo1
First Timer
Message 16 of 27

I completely agree with the comments about service. It's impossible to contact Talk-Talk and their chat function is non-existent. They've clearly got burnt by putting their customer support in India and having no back-up in other geographies to support. It's a total disaster. 

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Rathlindri
Chatterbox
Message 17 of 27

Totally agree, my TV box has crashed and I cannot speak to anyone who can help

RICHARD JOHNSON
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Weevie
Enlightened One
Message 18 of 27

"You can email your complaint to concerns@talktalkplc.com and we'll try to reply within 72 hours, when you email us please include:

Your full name Your TalkTalk phone or mobile number

And one of the following:

The 3rd & 6th characters of the password we ask for when you speak to Customer Services The last 4 digits of the bank account number or payment card you use to pay for your service Your TalkTalk account number Personal security answer provided when you set up your TalkTalk account"

 

I would strongly recommend that you DO NOT follow these instructions from TT's site - they clearly break GDPR regs - would you stand on the street outside you house and shout out "MY SECURITY CODE IS ******** AND THE LAST FOUR DIGITS OF MY BANK ACCOUNT ARE **** ?" because that is what you are doing, emailing them to TT - you don't know who's reading your email.

Come on TT - STOP this risky practice now !

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RobW2
Popular Poster
Message 19 of 27

eunyoon21 Thank you for that. Ill try that and see if I receive a reply from them 👍

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eunyoon21
First Timer
Message 20 of 27

Hi @RobW2. This might help

 

Send an email 

 

You can email your complaint to concerns@talktalkplc.com and we'll try to reply within 72 hours, when you email us please include:

  • Your full name
  • Your TalkTalk phone or mobile number

And one of the following:

  • The 3rd & 6th characters of the password we ask for when you speak to Customer Services
  • The last 4 digits of the bank account number or payment card you use to pay for your service
  • Your TalkTalk account number
  • Personal security answer provided when you set up your TalkTalk account
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