Extremely disappointing service from TalkTalk

[pvergh]

I have been a loyal TalkTalk customer for past 5 years. Last month I had contacted TalkTalk as we were moving home. We were interested in changing our broadband to Sky but then decided to stay with TalkTalk as we were promised great service. 

We were told that our connection would be initiated from 11th February (even though we moved on 3rd February and were without internet since then).  We did try to get this process expedited but were told that this would be the earliest available date for OpenReach to start the service. We have waited patiently for this service to be initiated. However, we have now been informed by customer service that my account hasn’t been created and it will take 7-14 days to get this sorted out!! This is absolutely ridiculous. How can I not have an account when I have been a customer for so long?

Also, the chat support is very poor, every new chat is with a new person who doesn't seem to understand what the issue has been, they gave false reassurances as that is more convenient than actually finding a solution. It's very difficult to get to speak to a human being on the phone - unless off course you threaten to leave the company for another one.

I don’t think TalkTalk realises how this affects us!  We depend on good internet for so many day to day things. I have had to hire temporary broadband to manage while I wait for TalkTalk to get their act together which is extremely expensive. I am very strongly inclined to change provider because of this poor service and will certainly not be recommending them to anyone in future.

I have attached a screenshot of my chat with customer service below.

[pvergh]

Just wanted to update that the service is working fine now. Thanks

[cece8]

You're right, I'm sorry.

My only excuse is that I got to this thread through search engine, I've never used a messageboard and was just venting my frustrations.

My apologies.

[Gliwmaeden2]

You must return to the message board and click on start a topic to begin your own thread for this, @cece8.

Staff will be able to check the situation for you, but it's not helpful to you or the original poster just jumping on someone else's thread. They have not had a chance to get a reply from staff yet.

[cece8]

Hiya,

I just read your post, after a very frustrating time trying and failing to get to speak to an actual human adviser.

I've been with Talktalk for about 10 years. This month I had trouble paying my bill on time, I put on an extension on the 5th of Feb. for the bill to be paid on the 14th. Just got an email telling me that ''the payment didn't go through'' and they'll charge me £12.50 on my next bill. I'm on very low income and cannot afford that.

So, I thought I call them, letting them know they made a mistake and I'm not paying the fine.

An automated message let me know that they do things differently now, all online.

Like you, I tried the chat, which is just a bot and completely useless.

I tried to find out how to talk to a human being and frustratingly ended up here.

I don't know what happened to talktalk but it's absolutely ridiculous you can't talk to a human. 

I don't know what to do.

It's a hassle switching providers but I think I might have to because I'm not going to pay the 12.50.

It might help to leave a trustpilot review to make them contact us.

It works with some companies.

Good luck!!!