Bad service

[Reynard]

I’ve been a Talktalk’s customer for over 20 years, I’m having ongoing problems with service dropping out on devices, had same problem over a year ago and was sent a new router, I now have the same problem, done numerous speed tests on talktalk app, service to router is ok, from router I am only getting a download speed of around 23mbps and upload speeds of around 13 mbps, last year I was promised when fibre to home was available in our area I would be informed, nothing! After my current complaints I have agreed to go on to fibre to home 150 with installation date of August 1st, talktalk have given me 2 months free and slightly reduced monthly payment, after all the inconvenience I have been through I don’t feel this is enough, especially as I cannot use my devices and are paying for them, do you expect me to go to August 1st without broadband? I have done everything  even resetting my router,also when I was emailed the bill to upgrade I am being charged £30 for the privilege which I find unacceptable, I am a 75 year old disabled pensioner and rely on broadband to communicate with the outside world, I have been approached by other broadband companies knocking on my door and offering big discounts on fibre to home services, I’m sorry but I cannot carry on with this second rate service so I would like to talk to someone to get a fair deal that reflects the bad service I am having otherwise I am cancelling the installation on August 1st, I have been faithful with Talktalk for over 25 years when it was called tiscali so I expect to be treated with a bit more respect please, could someone in authority please contact me by phone, I don’t want to leave talktalk but I can’t carry on with this bad service, my account no is XXXXXX my address is XXXXXXXX and my phone number is XXXXXXX my name is Russell fox, I awaite your reply please, thank you, kind regards, 

[Gliwmaeden2]

@Whataday and @sikboyuk, please do not use another customer's thread as all your issues need to be checked individually. 

You need to return to the message board and click on start a topic to begin your own thread. Staff only follow up for the original poster on each thread.

They will look into your issue once this is done, during the day. 

[sikboyuk]

Just been back on to them via Facebook messenger, they've had me checking everything for an hour and a half and still no further Infront.

Why can't they grasp the simple fact that the problem has nothing to do with my equipment, it's either at their end, or on the line outside my house.

It's like speaking to useless robots.

[Whataday]

You're. not alone.  Am experiencing exactly the same problems.  Sick of chat lines and testing  things.  We were with post office Initially then taken Over  by Shell and now this lot.  Irony of their name talk talk when you can never get to speak to a human.

[kanya-TT]

Hey there, @sikboyuk. We are really sorry this has happened to you. We urge you to start your own thread to get further assistance.

Kanya

[sikboyuk]

Same here, happened to me today.

I've been in touch twice and I keep getting told the problem must be at my end, it isn't.

There is also problems with the local openreach exchange apparently and I simply do not have time to sit around all day on chat going around in circles getting nowhere.

[kanya-TT]

Hello, @Reynard . I want to sincerely apologize for the significant inconvenience caused to your broadband service. We recognize that the connection issues you experienced led to the decision to upgrade you to a better package, which you have accepted. I understand that you are not pleased with the cost of this new package. Unfortunately, we cannot assist with pricing on this platform, but I can direct you to our Customer Service and Billing team, where you can discuss or negotiate the price. You can reach them at 03451720088, available Monday to Friday from 8 am to 9 pm, Saturday from 8 am to 7 pm, and Sunday from 9 am to 7 pm.

In the meantime, if you are still facing the same issues, we can perform checks on our end while we await your live date in August.

Best,
Kanya

[kanya-TT]

Hello, Gliwmaeden2
 

Thank you for noting that.

Best,
Kanya

[Gliwmaeden2]

Well spotted, @jaspertat.

I've removed the personal information details from the post. 

@Reynard, your information should be stored in your profile area by going via your avatar; settings; Personal Information. SAVE CHANGES. 

I'll also move your topic to the fibre section in case anyone is able to help with your current connection issues - it's not an email issue, so this is not the right board.

The £30 charge happens when there's a change to the contract midterm [well before the end] but it's something you should have been warned about at the time of ordering. It's tucked away in the prices information of the forum, but most customers don't know to look there. Something worth putting in your complaint, or in a separate topic in the billing section of the forum. 

@Philile-TT, the customer's details were on display since Friday. I've removed them now, but it's a good idea if staff can do this on sight if you notice information like this when reading the public thread.

@Lorrainef, the thread only escalated automatically on Monday morning. What would cause such a long delay over the weekend?

[jaspertat]

Oh dear, you have posted your name, address, account number and phone number. You are now very likely to receive scam calls from crooks purporting to be from TalkTalk.

It is an unfortunate sign of the times but TalkTalk are the very last people you can expect to call you.

@Philile-TTWould it be too much to expect you to do some customer support, as opposed to unhelpful buck passing, for a change and remove the identifying customer details from this post?

[Philile-TT]

Hi there @Reynard I am really to hear that you are not happy with the services that you have received, that is not the standard we aim to provide to our customers. As you are still not happy with the resolutions given, please look into your inbox for a complaints link and once you lodge a formal complaint you will then receive a call from the complaints manager to discuss a better resolution. Thanks.