hello I have been trying to upgrade to faster fibre now for 2 weeks
I have had 5 chats with the loyalty team totalling 4 hours
Had 2 calls from managers who have had problems
also been promised 2 call back from managers booked in and they never rung
This is awful and no wonder customers are leaving to go to other companies if this is how they are treating customers
After a chat totaling 105 minutes today the loyalty team said
Unfortunately you will have to come back to us with in the next 24 hours as there seems to be a problem on our side.
I'm fed up of false promises
What I find hard to understand is that when you speak to the customer services managers they sound so concerned and genuine. They said they would phone me back at a certain time on a certain day. I even got an automated email telling me they were going to phone on the day. Then no phone call !! It seems a very strange way to act.
R u sure your settings and all are correct I suggest getting an engineer out and make talktalk pay for it as they have failed to act ring up and ask for a technician as if they don't ring u back threaten them saying il move to another company like bt or sky it always works trust me
You would think that the forum would be moderated by talktalk staff and when customers were receiving poor service they would step in and problem solve.
This can’t be the case !
No way to run a company if you want to keep customers
Sorry that you are unhappy.
I'm afraid we cant process renewals or upgrades due to sales compliance and GDPR rules, this has to be done via the Customer Loyalty team either via the telephone or via the Online chat service, From what I can see fibre is available, and when the manager calls the order can be placed.
Sorry for any inconvenience caused by this.
Just move to another provider that is what I did I went from their broadband to their faster fiber loyal customer since 2003 after the upgrade my internet was down for 2 weeks someone else here 4 weeks and counting.
This issue is all over this forum people are upgraded but then migration to their Raduis authentication does not take place, and then you are in for more hell, 21 days after I complained someone calls me to ask about my service, by then I had already arranged with BT a new line and service. Openreach installed the new line couple of hours later I got email saying all was good and ready I plugged in the router et voila service. No endless faffing I have three days left with Talk Talk "what TalkTalk more like snooze snooze" rofl
Five weeks with no broadband service and counting! Had a call from TT Manchester today saying that they are rebuilding the radius, for the second time, and also that their testing has revealed an HR copper joint in the CE exchange ; presume our local exchange! He didn't know what HR stood for but I would guess high resistance. I rather assumed that, for the broadband, the copper didn't go beyond the green cabinet in the street? However, if you recall our two images of line performance, my line speeds were considerably down compared with yours and I wonder if a "dry joint" in the copper might be the source of some attenuation?
Of course, the big question is if TT Manchester have the technology to locate "an HR copper joint" at distance, why wait five weeks to use it??
Will keep you posted.
Fifth visit from those very patient guys at Openreach failed to find the mysterious "HR copper joint" and they again declared the line to be in order. Tomorrow I will be making my daily call to "TT Customer Service" in the Philippines - what joy!
Five weeks and counting!