Impossible to raise a complaint!!

[Thisiscrapservice]

Been forced to Talk Talk following their purchase of Shell Broadband. Having been with them before I know how rubbish they are but only been here 3 days and surprised at how quickly they have proved how bad they are!!

Broadband speed dropped on transfer by 50%. Unable to run a speed test. Connection test says they don't recognise my router as not a Talk Talk one. 

They haven't sent me a Talk Talk router and told me they don't need to. When I try to raise a complaint it forces me to a bot that then ignores me and offers help that I have already followed.

Absolute shambles of a company whose customer service is shocking. 

Anyone got an email address to complain to?

[Gliwmaeden2]

If you do wish to cancel  your contract, @Thisiscrapservice, it can't be done through the forum. 

You would need to discuss it with the Loyalty / Retentions team, available from 9am Monday to Saturday. 

Details of the cancellation process:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

[Thisiscrapservice]

Engineer attended and confirmed line to property working fine. It remains the issue is the signal does not get from the router to any software. 

Speeds showing as 0.04 if found as all. Raised concerns with link from email saying issues were resolved.

Was passed between 3 people all of who wanted to check the line despite me explaining there was nothing wrong with the line.

Then asked for a complaint to be raised as I am paying for no service at all currently. Since talk talk took over service broadband has been sporadic with regular drop outs. 

Whilst understanding you can't find the reason or solution I have evidenced the issues. I am therefore requesting no further payments are taken until you are able to provide the service relative to this.

I asked on Saturday for the agent to raise a complaint. I was told I would get a call yesterday. Nothing, no call today either.

Please justify how you can take my payments with this complete shambles of a service and no broadband?

Just cancel my contract at the end this period and allow.me to get broadband services elsewhere. I am currently hot-spotting my mobile data as I have no option!

[Debbie-TalkTalk]

Hi

The engineer visit has been arranged for 12/09 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks

Debbie

[Thisiscrapservice]

Tomorrow 8-1pm it is then

[Debbie-TalkTalk]

Thanks for your reply.

AM appointments are 8am - 1pm and PM appointment times are 1pm - 6pm. We would need for someone to be at the property for the full timeslot as we can't guarantee what time the engineer will arrive.

[Thisiscrapservice]

Before 11.30 or after 6pm today. 9-3 tomorrow. 

Given I have changed nothing other than as directed by talk talk happy for an engineer to attend

[Debbie-TalkTalk]

Hi

Thanks for confirming this.

The next step will be an Openreach engineer visit to the property.

Please can you provide your availability for this visit AM and PM?

Can you also confirm potential engineer charges Engineer charges

[Thisiscrapservice]

Hi Michelle 

Yes it is.

[Michelle-TalkTalk]

Morning,

The line test is detecting a potential fault towards the property. Is the router still connected to the test socket at the moment please?

Thanks

Michelle

[Michelle-TalkTalk]

Thanks for confirming that the router is now connected to the test socket. We'll re-check the connection stats in the morning to see how the sync speed compares and if DLM has made any changes to the speed.

Michelle

[Thisiscrapservice]

This is now set up

[Thisiscrapservice]

Hi Michelle as far as I can see it is all updated already.

[Michelle-TalkTalk]

Hi,

Did you see my last post in regards to the test socket?

Thanks

Michelle

[Thisiscrapservice]

You'd think so but this has been going on since the date of transfer to Talk Talk.

Been lots of tests, replacement router and temporary improvement but still not fixed.

[Michelle-TalkTalk]

Ok thanks for confirming. Would it be possible to re-connect the router back at the test socket so we can see how the sync speed compares over the next 48hrs please?

Thanks

Michelle

[Thisiscrapservice]

No noise on the line. It is not plugged into the test socket.

[Michelle-TalkTalk]

Morning,

Thanks for the update and I'm sorry to hear this. I've run a test on the line now which hasn't detected a fault, however I can see that the sync speed is varying. Is there any noise on the line? Is the router still connected to the test socket at the moment?

Thanks

Michelle

[Thisiscrapservice]

Had been working OK since replacement router with only the odd drop out.

In the last week it has regularly dropped to 3 or 4 mbps. This morning dropped to 1 mbps.

Can someone please sort this as infuriating and creating issues with working from home. Not sure I should be paying for this lack of Internet since talk talk took over the service either.

[Michelle-TalkTalk]

Morning,

Thank you. I've re-checked your connection stats now and the sync speed hasn't increased so the next step will be to test with the replacement router when this arrives to see how this compares.

Thanks

Michelle

[Gliwmaeden2]

Leave it in place at the test socket till you hear back from staff, @Thisiscrapservice.

Likely to be tomorrow now.