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.

[Chris-TalkTalk]

OK Paul 🙂

[pollygone]

I did tell him my preferred method of contact was e-mail so should be ok.

Paul 

[Chris-TalkTalk]

OK Paul. The complaint manager will probably contact you by email if they can't contact you by phone

Chris

[pollygone]

Thanks Chris.

I am away now for 12 Days but can still log in where I am, will let you know of any contact.

If my service is not back to FTTC when I get back then I will be taking it to the next level, it is beyond ridiculous now.

Regards

Paul

[Chris-TalkTalk]

I'm sorry about that, I've emailed your complaint manager and asked him to contact you with an update

Chris

[pollygone]

Hi Chris, unfortunately I haven't heard anything since last week ☹️

[Chris-TalkTalk]

Hi Paul,

How are you getting on, has anyone been in contact with your since your last post?

Chris

[pollygone]

Thanks Chris much appreciated.

Paul

[Chris-TalkTalk]

Hi Paul,

There's a follow up booked for this afternoon. I don't know whether the Complaint Manager will be contacting you this afternoon but there should at least be an update so I'll check again in the morning and let you know if there has been any progress

Chris

[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!!!