Unbelievably bad customer service

[Teaspoon87]

I've just joined TalkTalk and I'm not very impressed. My wifi is dropping in and out, I'm having to turn it on and off again all day to use it and when I tried to contact TT about it.... forget it. I've just spent the last hour trying to speak to someone, but to no avail. It took about 15 attempts to register (constant 'technical fault' on website) and don't even get me started on the 'live' chat - 'dead' chat would be more appropriate given the delayed response. 

Being with TalkTalk has had a massively negative impact on me, and I'm not sure that's what you want from customers still on their 30 day trial. 

[Chris-TalkTalk]

Ok, I've passed this to our Complaints team and asked them to contact you

Chris

[Teaspoon87]

Can call any time now as I'm off for Xmas. 

[Chris-TalkTalk]

Hi Teaspoon87,

When is the best time to call you?

Chris

[Teaspoon87]

Still problems. Got an email saying I hadn't picked up so either I call (definitely not gonna happen - I don't have a spare 14 hours to wait on hold or be hung up on) or you'll close the complaint. Please call again - I would've just replied to your email but.... that's right, no contacts allowed unless it comes from you. That seems like a good way to win over customers. 

[Chris-TalkTalk]

Line test isn't showing any disconnections since the 30 Nov which appears to be a profile change. Have you experienced disconnection over the last couple of days?

Chris

[Teaspoon87]

The wifi continues to drop in and out - how long should I expect this to continue before I know it's not just a moving in issue? 

[Chris-TalkTalk]

Hi Teaspoon87,

The ordered is showing complete, does everything seem to be OK now?

Chris

[ferguson]

Wait for the support team to respond again. As TalkTalk employees they are obliged to help customers however hostile and unpleasant they may be. I am not.

[Teaspoon87]

Thanks. Thank goodness for people like Ferguson. He's good. I'm bad. And I guess TalkTalk are indifferent? Also, why are you getting involved? I'm not sure TalkTalk will go out with you

[ferguson]

Have you read the actual responses? I realise you're unhappy, but you are getting support from the team here so just give it a wee bit more time. 

[Teaspoon87]

Mind. Your. Own. Business. 

[Teaspoon87]

I tell you what, I'll make it simple:

My wifi keeps dropping in and out - I have to turn it on and off again to sort it out:

Answer 1: This is normal and part of the process during the first couple of weeks

Answer 2: We can monitor the line and give you feedback

Answer 3: This is unusual and we will send an engineer round to check

Just pick one of the answers and let's take it from there. Wow. 

[ferguson]

There's no need to be so rude, I am just a customer like yourself, I can't answer your questions.  Chris has already said that Openreach are on the case, there clearly is an issue it, but it seems that it is also being dealt with. 

[Teaspoon87]

Of course - I wouldn't want anyone to know my landline number which is not connected and has nothing to do with me. Anyhoo (🙄) let's try the bit where you actually answer a question. I really think you can do it this time. 

[ferguson]

@Teaspoon87 

I have removed the image for your own security as it contains your full phone number. Try just clipping the message text and reposting. 

[Teaspoon87]

Siiiiiiiiiiggggggghhhhhhhhhhh

Why does it say this on my profile page?

[Teaspoon87]

Not interested in responding to any of the problems I've identified? That's cool. Great service. Are you actually interested in keeping me as a customer, or couldn't care less? Genuine question. 

[Chris-TalkTalk]

I've spoken to the Openreach desk agent, they are going to complete the order on their systems which can take up to 24 hours, they've asked us to check back on the 29th

Chris

[Teaspoon87]

Also, for some reason, and quite in the contrary to every other system on the planet, you have to scroll UP to see the latest message on your forum. As a consequence I replied to a different message - please see below. 

[Teaspoon87]

Yeah, I've done that. Also, your team got in touch with me. Took up a lot of my time on a painfully slow 'live chat' on WhatsApp where they told me to call a number where I would 'definitely be connected to a human.' Can you guess what happened? 

Here is the situation:

I have a query. A 2 minute question which could be answered quickly and succinctly by a human

Because of your abysmal system, it's taken me 2 - nearly 3 days to report it

AND I'M NO CLOSER TO COMPLETING AS I WAS FROM THE VERY START. 

I feel like this is a wind-up. This can't be the way you treat your new customers, it just can't be.