How do I talk to somebody at talktalk

[pollygone]

My Internet connection stopped working on Tuesday so I went through the chat line procedure to try to get it back, after 4 hours of being passed backwards and forwards five times between technical and order management with technical saying it was an order management problem and order management saying it wasn't I gave up before my brain exploded. Can anyone tell me how to actually talk to talktalk and find out what is happening, I have tried phoning but as soon as I tell the bot it is a connection problem it directs me to the tech help chat line and hangs up. I am 70 years old and use my Internet to keep in touch with my family as I only have a small amount of mobile data allowance on my phone. If someone could help me I would be very grateful, thank you.

[pollygone]

Hi Chris, any chance of getting an update for me please, as again I have heard nothing from the complaint manager.

Many Thanks

Paul

[Chris-TalkTalk]

Thanks for letting me know Paul, apologies again for the length of time this is taking to fix, I know it must be incredibly frustrating

Chris

[pollygone]

Thanks Chris, I have just received this:

Dear Mr. Martin, 

My name is Eleftherios, and my role is to help resolve your complaint as quickly as possible.  
 
I sincerely apologise for any inconvenience we may have caused and can assure you we take all complaints seriously. I would like to confirm the outcome of my investigation​​​​​​​.  

I have raised an escalation to Billing team for a package creation and I waiting for an update. Once the package is created, then I will contact you to confirm the outcome of the escalation.  

​​​​​​​Please be assured our team is doing everything possible to bring this matter to a satisfactory closure at the earliest opportunity and I apologise for any inconvenience the delay in this resolution may being caused.

Kind regards,

Eleftherios
Case Manager
TalkTalk Complaints​​​​​​​

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

As usual lots of talk/words/apologies that mean nothing without action!

Regards

Paul

[Chris-TalkTalk]

Hi pollygone,

I'll find out what's going on and get back to you

Chris

[pollygone]

Thank you Gliwmaeden2

[Gliwmaeden2]

Re-escalating this for you, @pollygone .

[pollygone]

Hi Chris, another week gone with no update or communication of any kind! except for an email titled "Tell TalkTalk what you Think" unfortunately there are no civil words to describe what I think of TalkTalk customer services at the moment.

Could you try and find out if there is any progress with my complaint? I would be very grateful if you could.

All the best

Paul

[Chris-TalkTalk]

Thanks Paul, Happy New Year to you too 🙂

Chris

[pollygone]

Hi Chris. received a call from the complaints department this morning and he assured me that I would be reinstated to Fibre 65 FTTC as I was originally. On the same terms and conditions and the same monthly cost. This is good news at last but forgive me if I don't hold my breath given TalkTalks performance since they disconnected me for no reason in October.

I really hope we are close to being able to close this thread Chris and I expect you are too.

A happy new year to you and your colleagues, you do a great job helping us to sort out our problems.

Many Thanks

Paul

[Chris-TalkTalk]

Apologies for the delay, I've sent a request to our Complaints team asking them to contact you with an update

Chris

[pollygone]

Still no contact!!!

[pollygone]

Thanks Michelle, much appreciated.

Paul

[Michelle-TalkTalk]

Good morning,

I can see that the Complaint has been assigned to a Complaints Manager and they are currently investigating so hopefully you will be contacted straight after the New Year. We'll check again in a few days for you.

Thanks

Michelle

[pollygone]

Hi Michelle,

No contact as yet

Paul

[Michelle-TalkTalk]

Morning,

How are you getting on? Have you been contacted by our Complaints Team?

Thanks

Michelle

[pollygone]

Thanks Chris, sorry for the delay but I am working nights at the moment so not about during the day

[Chris-TalkTalk]

Hi Paul

I'm going to raise this as a complaint as it doesn't seem to be moving any further forward. One of our Complaints Managers will be in touch

Chris

[pollygone]

Thanks Chris, your help is much appreciated.

Paul

[Chris-TalkTalk]

I've not had an update yet so I'll check again in the morning and if there's still no update I'll raise a complaint on your behalf. I'm really sorry its taking so long

Chris

[Chris-TalkTalk]

no problem