on 16-06-2022 09:58 PM
This is going to be a bit of a rant at TalkTalk and requires a bit of history to set the scene.
Back in December of 2021 after discussion with a talktalk sales operative we had fibre to the premises (fttp) installed, The transfer from our previous package of 'faster fibre with speed boost' to the new package of 'future fibre 65 with telephone included' would be 'seamless' (his words not mine). We would need to do nothing, with talktalk taking care of it from their end .
Up until the end April 2022 everything seemed fine. The service was stable and reliable and the payments seemed in accordance with what was agreed, until we received a bill for £39.86 instead of the £26.00 per month we had been paying. This seemed odd! On checking the 'My Account dashboard I discovered our service was listed as 'faster fibre' even though that contract had ended on March 23 2022. There were also three pending orders for faster fibre the seemed stuck in the system.
It was slightly irritating to find this out, but pretty straight-foreword to resolve or so we thought!
We needed to:
Because I have a hearing impairment it is much easier for my partner to deal with helplines rather than me, so he dealt with talking to the advisors. Over the period of a month and half to date (16/06/2022) he has spoken to some 20 different advisors from various departments, none of whom had the authority to do all three things to resolve the issues.
My partner has spent hours on the phone talking with advisors. Never has a senior manager either spoken to him directly even when requested or contacted us via email to try and resolve the issues. My partner says the siloing of individuals to limited discreet tasks is designed to fail when anything approaching cross-departmental solutions are needed requiring accurate communication and action.
This almost brings us up to date except for the discussion last Thursday 09 2022 with an advisor who listened to the issues and said, she would talk with senior managers and everything should be resolved in about five days.
As of today this was talktalk's resolution:
Finding this out meant today my partner had a three hour conversation with, I think four, or five different advisors with the following discussions and agreed resolutions.
My partner asked that instead of writing to the complaints department (by the way, take a look at the workings of their complaints procedure, if you can find it. Its an exemplar of how to exclude people). He believes rather than attaching blame to individuals for their failure to action requests much more responsibility lays with their employing company's organizational structures and perhaps they might use these experiences to look at their improving communication within organisation resulting in faster resolution of issues and a better customer experience.
on 17-06-2022 09:20 PM
Thanks for moving my post to a more appropriate section of the forum.
We fully understand points you make regarding 'Future Fibre accounts' and ' higher bills at the end of contracts' are fully understood, since we have first hand experience. As for the 'mess and muddle' that is entirely the responsibility of TalkTalk and their rigid/dysfunctional operational processes.
That may seem a harsh judgement, but I will leave you with the following three examples of their incompetence.
To resolve the issues caused by TalkTalk we have had to set up a new contract. To achieve that, TalkTalk will send out an engineer to install equipment we already have from the first time they installed the fibre connection to our house. They will supply us with a new router for the new contract and we will have to return the very same make/model of router, as requested by an email from them today. The email has this missive: "Please join more than 199,000 TalkTalk customers who have saved over 55 tonnes of plastic from cluttering up homes and landﬁll sites". Perhaps if they ran a more efficient company TalkTalk customers would not be paying for unnecessary engineer visits or router supply/returns. We have lost the use of our landline for at least three weeks and will need to reapply for a VoIP connection once the new service is connected. We may or may not be able to port our old telephone number, if not we will have to contact all those people with the new number. The manner in which the landline was disconnected was particularly egregious, further compounded by an advisors unbelievable explanation of the events causing it.
The purpose of the post is not to seek resolution, since it could be argued that that has been done. It is more to highlight the difficulty and cost on our part of achieving it, with the hope that TalkTalk will improve their procedures when dealing with customer issues.
on 16-06-2022 11:40 PM
There are lots of problems with the billing for the Future Fibre accounts, @incised12.
It seems to take ages to get them set up, and meanwhile the old deal appears to remain in place.
It is normal when any contract comes to an end to get a higher bill, because your previous discounts would have come to an end - however you thought that you were on a new contract, so this should all have been sorted out ages ago.
Quite apart from all the rest of the mess and muddle, I'll move this to the billing section in the hope that Talktalk staff can check that all the billing complications have been sorted out once and for all.