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]

Hi Paul,

I'm glad to hear this has finally been resolved, thanks for letting me know and for your patience. I'm so sorry it's taken so long, I know it must have been incredibly frustrating.

Chris

[pollygone]

Hi all.

Finally my situation is resolved. I was able to officialy close my complaint after Eleftherios my complaints manager has had my service restored to as it was in October when I was disconnected "by mistake" and a compensation offer accepted and a contract get out free clause established.

I would like to thank all the support team on the community website, you do a great job, and in particular Chris whose efforts to help have been epic.

I hope I do not need the help of the support team again anytime soon but unfortunately my confidence in TalkTalk has been severely dented by this episode.

Thanks again - Paul

[pollygone]

No problem Debbie. My thanks to all the support team you do an amazing job.

All the best

Paul

[Debbie-TalkTalk]

Hi Paul

That's great, thanks for letting us know.

Debbie

[pollygone]

Hi Chris, further update, Eleftherios has emailed and confirmed Openreach upgrade is to FTTC 😊

Cheers

Paul

[pollygone]

Hi Chris, yes I have had contact from Eleftherios, a phone call on Friday which I could not take as I have been working nights from Thursday til yesterday even though when he asked me previously I stated that email was my prefered method of contact.

Then an email:

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

Dear Mr. Martin,  

I have attempted to contact you regarding your complaint, but I was unable to reach you.   

I have raised an upgrade order to Openreach concerning the speed issues, and I am currently awaiting an update from them. I will continue to follow up on this matter, and I will share the latest information with you as soon as I receive it from Openreach. 

Kind regards, 

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

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

To which I replied:

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

Hi Eleftherios

Unfortunately I am working nights at the moment and was asleep with my phone switched off when you called.

I have had a text from Openreach with an appointment date to upgrade, I am presuming to FTTC, so hopefully it will get sorted and back to how things were.

Hoping this will finally be the resolution of my problem.

Regards

Paul

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

This is where we are, hopefully near the end of my situation. I shall have to wait til the 20th to see what happens but I am thinking positive

Not sure if you can do this but is there any way you can check that Openreach are going to reconnect me to FTTC?

Many thanks again for your help so far and I shall let you know what happens on the 20th.

All the best.

Paul

[Chris-TalkTalk]

Hi Paul,

How are you getting on, have you heard anything further since your last post?

Chris

[pollygone]

Hi Michelle, yes I have replied explaining that I am not getting Fibre 65 no matter what it says in my account.

They restored my service to ADSL! the Openreach Engineer who came said he could not understand why they would connect anyone to ADSL I told him that it was supposed to be FTTC and he said that there was nothing he could do as his work order was for ADSL.

Also I am not going to sign up to a new contract as I was not in contract when they disconnected me for no reason.

This has gone on for months and is going to the next level if not rectified soon.

Not had a reply yet.

Regards

Paul

[Anonymous]

Good morning,

I'm really sorry to hear this. Have you replied back to the Complaints Manager?

Michelle

[pollygone]

Hi Chris, Received this 30 mins ago

Dear Mr. Martin, 

I hope this email finds you well.   

I am writing to keep you updated on the progress of your complaint with us.      

As I can see, the Billing team has updated your account with the correct package and price. The package details are Fibre 65 FTTC for £23.95 for 18 months contract. I have run a service test on your line and shows that you have working services.  

Can you please confirm to me the status of your services?  

I look forward for your reply. 

Kind regards,

Eleftherios
Case Manager

He is correct my account does show me on Fibre 65 but my connection is still ADSL currently at 9mbps.

It seems that nobody looks back and sees what the problem really is.

I am working out what to reply without blowing my top 😵

Cheers

Paul

[Chris-TalkTalk]

Hi Paul,

I've passed on your comments to your Complaint Manager, I'm really sorry this is taking so long to resolve

Chris

[pollygone]

Hi Chris, I am back home tomorrow evening I take it nothing has been done to restore my FTTC service as I haven't heard anything.

We are now into February and this started in October! it really is unacceptable.

Regards

Paul

[Chris-TalkTalk]

No problem Paul 🙂

[pollygone]

Thanks Chris your help is much appreciated.

Paul

[Chris-TalkTalk]

OK Paul, Ill chase it up again, I'm really sorry this is taking so long

Chris

[pollygone]

Hi Chris, no nothing in spam or junk or anywhere. I had a phone call on the 7th and an e-mail on the 15th which I posted on here and that was the last update I've had!

Paul

[Chris-TalkTalk]

Hi Paul,

Just to confirm, you've not received any emails? Nothing in spam/junk folders? 

Chris

[pollygone]

Still no updates or contact of any kind from my "Complaints" Manager!

[Chris-TalkTalk]

OK Paul 🙂

[pollygone]

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

Paul