Hi
Wonder if you can help with the first of my complaints re modem power cable
Have sent an email to
HereToHelp@talktalkplc.com
Received reply stating to contact other sources, therefore Talk Talk has not given me an answer and wonder if you can help/advise. I may call them in few days
I have not given my personal details on this email but did so on the email lI sent to Talk Talk.
Separately I have another complaint in regards to non operational landline that took ages to fix.
I only became aware of the landline problem when a family tried urgently to contact me, therefore the non operational landline may have been unavailable for a long time.as I rarely use my landline. I use my mobile
Problem was, if anyone phoned my landline they would hear the ringing tone but the actual phone in my home would not ring. if you picked up the handset there was no dialing tone, therefore no outward calls could be made.
The first engineer who fixed the broken cable stated the problem was and needed to be fixed at the exchange. A 2nd engineer was booked who also stated the landline problem originates at the exchange. Eventually landline fixed I have more details and plan to email Talk Talk but with their non personal complaint. have refrained from sending the email.
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Sun 01 Sep internet intermittent - even days before Sun 01 Sep
Fri 13 Sep 2024 Reported fault
The situation, especially with the call centre, in regards to the damaged Modem power cable, caused me stress and left me no access to the home internet for at least a week. Access to the internet is very important to me and I am reliant on the internet in my daily life. I have paid for since being with your company and formally with Tiscali from 2008
Several weeks before Friday 13 I was experiencing problems with the internet access at home. Sometimes it worked o but other times it stopped working
Thur 12 Checking the equipment, yet again after numerous times during the weeks, I discovered the thin modem power connection cable was damaged, hardly visible, where it connects with the plug. The black casing was split and the split copper wires threads were showing thus causing the intermittent problems till there was no connection to the internet possible. Thereof had no choice but to connect Talk Talk to provide a replacement power cable
SEP 2024
Fri 13 1000 - 1122 Called customer service and explained power cable - from modem to plug that the copper wires are fried and showing. The thin back outer casing has broken and therefore requires a replacement cable only. Was Informed that an engineer must attend my home to check router equipment and repair. The 2.30 hour phone call conversation with the staff member of Talk Talk left me in tears, stressed and extremely upset and annoyed. I had difficulty understanding her due to her ‘accent’ which was clearly not English nor could she understand what I was trying to tell her. I unsuccessfully explained that the internet was working and it was only the power cable that was broken and replacement required, therefore no engineer was required to attend.
Informed earliest appointment would be the following Friday - Fri 20 Sep. I could , however contact TalkTalk Bright Sparks dept the following day, Sat 14 Sep, which I did, without success due to Bright Sparks not being available till Monday 13 Sep
SEP
Sat 14 Called Talk Talk. Was informed by your call centre Bright Sparks not available to contact them till Mon 16. This information was not given to me when I called them on Fri 13th.
Mon 16 Phone Talk Talk. Bright Sparks could not help to resolve the broken power cable situation. Had to contact Talk Talk again. Not receiving this information on Fri 13 left me more stressed and furious I had not been told this information on Friday 14
Fri 20 1615 Ref: REP 14746869 Engineer arrived and replaced the broken modem power cable and internet restored. Whilst replacing the power cable, the engineer checked my landline and confirmed it was not operational. The problem was located at the exchange. Engineer confirmed he would inform Talk Talk as it was their responsibility to resolve and fix the exchange. Issue. This never happened. The phone line is a separate complaint that I want to reported
Look forward to your response and compensation in regards to above situation
Kind Regards
