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]

I understand 🙂

[pollygone]

Thats great Chris thanks, although I wont celebrate until it actually happens 😏

[Chris-TalkTalk]

Hi Paul,

Yes thanks Paul, I did. Yes they'll put you back on FTTC once the number is ported back

Chris

[pollygone]

Hi Chris, thanks for the update, some news at last.

Do you know if they are going to put me back on FTTC as well, being on ADSL at 9mbps is a nightmare.

Hope you had a good weekend.

Cheers

Paul

[Chris-TalkTalk]

Hi pollygone,

There was an update on Friday (I was on holiday) saying that all previous orders have been cancelled and a new order placed to have your old number ported back to you.  It can take 7-10 days for the number to be ported back from when the order was placed on Friday. So there is is definite progress but I appreciate it is slow going. I'll continue to keep you informed about any further progress

Chris

[pollygone]

Hi Chris, any update from the provisioning team yet?

[pollygone]

Thanks for the info Gliwmaeden2.

Chris has tried so hard to help me I think I will give him a few more days to try and sort it for me and if no progress I will raise a complaint on Monday.

[Chris-TalkTalk]

I can raised a complaint on your behalf, if you'd like me to do this please let me know

Chris

[Gliwmaeden2]

There's just the Complaints process, explained in the link at the bottom of any Talktalk page, @pollygone.

[pollygone]

😟They dont seem very bothered about helping/keeping a loyal customer, I have been with talktalk for around 15 years!

Is there an email address or phone number I can call to complain?

[Chris-TalkTalk]

I'd like to think so but but to be honest I don't know, it's proving more difficult to fix than first thought

Chris

[pollygone]

Thanks Chris, do you think it will be resolved anytime soon?

[Chris-TalkTalk]

Morning. Just a quick update to let you know that our provisioning team are still working on this, I'll let you know when I have any further information 

Chris

[pollygone]

Thank you.

[Chris-TalkTalk]

Nothing yet so I'll chase it up again. I'll let you know when I have any more information

Chris

[pollygone]

Any news yet Chris?

[Chris-TalkTalk]

No problem, thanks 🙂

[pollygone]

Thanks Chris, I know you are doing your best which is much appreciated.

[Chris-TalkTalk]

I'm sorry about this, I know that it probably looks as though it should be easy to fix but it isn't. A number of things have to be changed on different systems by different departments. I'll let you know as soon as I have any more information

Chris

[pollygone]

Thanks Chris, I appreciate your efforts to get this sorted but I don't really understand why it should be so difficult.

Paul