Good afternoon Chris,
After some intervention from my partner on her return from work yesterday (she thought she had got more done in 1 hour than I did having spent all day on the task), a BT Openreach engineer called this morning, a very helpful young chap who said I have a 15 minute time slot for your job and it will take one and a half hours. I asked why the short time slot when the job was clearly requested as a change of entry point for the fibre to the house, he said that's not what I have on my job sheet. I offered to show him the request, he said you dont need to show me I believe you.
All this is because TalkTalk do not have any mechanism for requesting what is by all accounts a relatively common request. The degree of ineptitude displayed by TalkTalk whilst dealing with a simple customer enquiry is way beyond anything I have seen in my 45 years of customer service. From the lack of a simple and structured web site that has an option to request "engineering works" to the Chat Bot that cannot pick out key words thus providing contact with someone who can understand what needs doing and get the job done.
Chat Bot ? Really ? Is that the best we can do ?
Dont even get me started about the inability of TalkTalk call center operatives to understand plain English, this company it is a total shambles.
So to conclude:
I am glad we have kept copies of the transcripts of our conversations with Talktalk proving beyond doubt it is TalkTalk's *@#][!![]'#[@#]!* up that has resulted in the waste of the engineers time.
The fibre can remain where it is, I have simply un clipped it from the wall leaving enough slack for it to come out under the tiles of the new roof.
When my contract with TalkTalk ends I will switch provider and request a new fibre connection.
If I was bloody minded I would cancel the service, as TalkTalk is clearly in breach of any contract by failing to provide what any reasonable person would regard as customer service.
Thank you once again for trying to resolve the issue, but it no longer needs resolving, to be honest I dont need the time wastage and stress that dealing with TalkTalk brings, the solution I have adopted will work until the alleged contract ends.
Kind regards,
Warren.
