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Stop making it impossible to contact talktalk

RobW2
Popular Poster
Message 1 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

hosay299
Philosopher
Message 2 of 27

@RobW2 if u not happy with the way t/t handle ur issue or are offering help then u can raise a complaint to the ceo office for them to look in to the matter

 

https://community.talktalk.co.uk/t5/Articles/How-do-I-make-a-complaint/ta-p/2204670

 

Hope that help Regards Joe
If so then give me a Kudos ( Click the Thumb up Button)
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RobW2
Popular Poster
Message 3 of 27

Thanks for the info hosay299. That will be very useful

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hosay299
Philosopher
Message 4 of 27

@RobW2 that is what we are here for as we are customers as well as staff try to help people out where we can as there can be a wait for staff.

Hope that help Regards Joe
If so then give me a Kudos ( Click the Thumb up Button)
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Gliwmaeden2
Community Star
Message 5 of 27

@RobW2, Chat is available from links on the update link below:

 

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

 

They are open morning until early evening every day, but inevitably occasionally busy, so you need to check back to try again.

Gliwmaeden2, a fellow customer.
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RobW2
Popular Poster
Message 6 of 27
hosay299  I tried the link but it doesn't give me an email address to send a complaint only a mailing address. I have managed to contact someone at talktalk but they're reply didn't answer my question surprise surprise. and if I see on an email one more time or on the website "use online chat" I think I'll end up throwing the computer out of the window. Online chat has not worked for a long time. I'm glad my contract ends soon. I've had enough of talktalk and all these other companies using covid as an excuse not to do their job properly
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CampAnders
First Timer
Message 7 of 27

It would be great if Talk Talk could offer a call back service, e.g. We are exceptionally busy at the moment, if you would like a call back press 6; then options to filter call backs e.g. 1 for no internet; 2 for errors when paying online; 3 for in-accurate account details. 

e.g. on my account I have an imaginary mobile with TT; I have asked for this to be removed from my account details; but strange how it can just be removed.  Come on TT website team, edit fields info in accounts etc....

 

Thanks

 

CampAnders explorer in the making
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eunyoon21
First Timer
Message 8 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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RobW2
Popular Poster
Message 9 of 27

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

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Weevie
Enlightened One
Message 10 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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Rathlindri
Chatterbox
Message 11 of 27

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

RICHARD JOHNSON
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Jezmondo1
First Timer
Message 12 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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Devbias
Popular Poster
Message 13 of 27

@RobW2 

any update ?

Did anyone deal with your complaint in a satisfactory manner ?

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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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RobW2
Popular Poster
Message 15 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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RobW2
Popular Poster
Message 16 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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jimpy
Chat Champion
Message 17 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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di douglas
First Timer
Message 18 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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Bloodrayne
Popular Poster
Message 19 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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James C
First Timer
Message 20 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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