My broadband went down on Monday 11 Dec 2023 - 18 Dec 2023
From that moment on; I was left bemused, frustrated, and dejected for a whole week.
From the very beginning, ringing the 'helpline' left me going in ever-increasing circles with the person asking me questions; after more than an hour, still asking me questions that I had answered from the outset.
Then when you get passed through to the 'manager.' The person ringing was ringing from a room full of other people answering questions on the phone. This meant that there was so much background noise that I struggled to understand what was being said or asked. This, coupled with the fact that the 'manager' was speaking in broken English (suspect he was Indian) left me stressed. Then there are the endless auto texts regarding my broad band piling up.
Now, for the things that went well...my 14-year-old browser was replaced by a technician, who was very helpful. Open Reach tested my line from the exchange to our property - which was ok.
Eventually, because I was getting nowhere fast, I engaged a computer expert to track down the problem.
I have been with Talk Talk for about 14 years, and at this stage I was seriously considering concelling my contract. However, the service (minus the 'helplines') that I have had has generally been good. But I seriously dread having to ring the 'helpline'.
So please, get to grips with the 'helpline' issues that I have outlined. Or I will be forced to go elsewhere.
