Can't get any help!

[Kezzy!]

Hi,

As a last resort I am posting on here because I've tried online chat / phone calls and it's horrendous - I'm left pulling my hair out.

December - I made a complaint - today I receive an e-mail telling me my complaint is closed because of no contact - Talk Talk have not contacted me.  I have tried the online chat as instructed in the e-mail several times this morning and I get no response other than the Bot and then it ends my chat.

I spent 2 hours online chat yesterday so you have had communication from me!!  

I spent 2 hours on the phone last night - more communication from me!!

Can I just say I have no internet at all.  When we finally reached the verdict I need an engineer to come to my house an appointment was agreed (with the wait time of 1 week!!) which is shocking.

I then received a confirmation txt for my appointment for a different date!!!

I called back to resolve the problem and the agent couldn't understand my problem - I think we can all agree that's a clear problem.  

We end up with me pulling my hair out, asking to speak to someone else which was a point blank refusal.  I was told "it's nothing to worry about" repeatedly which is very patronizing when I'm extremely worried you're going to charge me £75 for an engineer visit I'm not home for.  I thought the simplest thing to do would be to call back and straighten out the confusion - the agent just kept telling me yes your appointment is 3/2.  Not helpful at all.

Then to wake up this morning to an e-mail telling me my complaint from December is closed - no I'm not happy.  I can't get through to anyone so I thought a community post would be all I can do.

Now I expect you to delete it because you don't want your customers to know about your extremely poor service but I think people have a right to know.

And if you work from home please please please chose a provider who will fix issues like no internet quicker than 1 week!!

I sincerely hope you try to help me and don't just delete this post

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Kezzy!]

Thank you so much Karl and Michelle this is such a relief!!

[Karl-TalkTalk]

Hi

A router has been ordered and is on the way.

Regards,

Karl. 

[Kezzy!]

Omg yes please 🙏🏼 

I really think my router has been playing up for some time and the power dip/surge what ever it was we had the other day was the final straw for it.

It just seems like the most sensible thing to try.

thank you so much!

[Michelle-TalkTalk]

Morning @Kezzy! 

I'm really sorry about this, I can send you a router now (no charge for this) and it will arrive within the next 24-48hrs.

Would you like me to arrange this?

Thanks

[Kezzy!]

Hi Michelle I’ve been through all that.

i did ask for a new router to be sent but I was told that would incur a charge - even though it would be quicker than sending an engineer with a router. sadly im not the sort of person to have a spare router hanging around.

ive been trying to get to the bottom of the date my engineer is due. As I said they booked a different date to the one I was told on the phone.

After 3 hours on the online chat I think I have an engineer booked for 8th feb (a week later than the appointment I was told was booked) but I’m not 100% sure because I haven’t had a confirmation text. I’m petrified it hasn’t been changed and they will turn up on Monday next week and I’ll be charged £75.

the whole thing is a nightmare and appalling customer service. I asked to let out of my contract without penalty due to what’s happened - obviously I’ve had issues since December! But I was told no.

I’m literally held to ransom - no service but I have no choice but to pay until July - disgusting!! 

[Michelle-TalkTalk]

Hello,

Thank you. I've run a few different tests on the line now which are all clear. Is the voice service affected? Do you have a dial tone? Does your main socket have a test socket? Do you also have an alternative router that you can test with please just so we can rule this out?

Michelle

[Gliwmaeden2]

It now looks OK. For some reason it didn't previously save.

Staff will be back on here shortly. 

[Michelle-TalkTalk]

Hi Kezzy,

I can't see your home telephone number or account number in your profile. Can you try adding this again please and then click save changes at the bottom. Please do not post any personal information on the Community.

Thanks

Michelle

[Kezzy!]

I’ve done that, but thank you.

Ive resigned myself to the fact I’m being ignored agin 😞

[Gliwmaeden2]

@Kezzy!, when you complete the information, you MUST scroll down. You need to find the blue button to SAVE CHANGES as otherwise the information doesn't save, and staff can't see your account. 

[Michelle-TalkTalk]

Hi Kezzy,

Can you please update your community profile to include your:

• TalkTalk Telephone number or Account number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[Kezzy!]

Hi Michelle,

Any update for me?

[Kezzy!]

Hi Michelle,

What happens next?

while I'm not being assisted I am without internet so imo this is really high priority.

[Kezzy!]

Done

[Kezzy!]

Aww thanks Gliwmaeden2 that's reassuring. I really appreciate your reply 🙂

[Gliwmaeden2]

@Kezzy!, posts are never actually deleted.

If personal details are revealed, that information can be removed for security reasons. 

If posts are extremely rude or duplicates of something already posted by the customer they will be moved out of the way but remain visible for staff to see for reference etc.

If a customer repeatedly posts on other people's topics, that's called spamming, and some of these posts could be moved out of the way - but not deleted. 

Only the original poster can delete a post.

I hope that is clear! Staff will respond as soon as they reach your thread. 

Please ensure that your profile information is complete. Go via your avatar; settings; Personal Information. SAVE CHANGES. 

[Michelle-TalkTalk]

Hello,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[Kezzy!]