Shell Migration Team or TalkTalk support line hangs up on all options

[eddiecya]

I've tried all manner of means to try and resolve a niggly broadband connection but I haven't the time to sit for 2 hours on an online chat etc to try and get my line stabilised. The text service was helpful but they gave up stating as I was a shell customer I had to call the migration team but on trying all the options on the line every option just tells me that my call is to be dropped and then it does. I had no trouble logging a fault two weeks ago when my line was broken on a tree but since open reach attended and replaced a section of the line exterior to my home every time the wind blows up the red light on the router likes to go on and off and that starts the yelling from the kids watching youtube. Done all the usual - router plugged directly into the test socket after a period of 30 minutes powered off - I'm convinced the connection boxes the open reach engineer added either end of the new section of line are to blame for a dicky connection but convincing talk talk I need a return visit of the open reach engineer is near on impossible.

[Michelle-TalkTalk]

Morning,

This has been escalated to a senior manager. If you're not contacted by today then please let me know.

Thanks

Michelle

[eddiecya]

Michelle, can you do two really important things. Given my experience of talktalks support systems as a customer. You need to:

A) Reach out to whoever controls the automated phone system and log a ticket with them that when a shell customer completes the automated account recognition either by caller line identification or manually entering details and it recognises it's a shell customer it states it's going to hang up and does so ending the call.

B) Can you have who ever writes the support staffs scripts to make it really important that they insure the co tact number for the customer is not the faulty phone line their report. Especially when booking open reach.

Now this step is really important can you continually follow up on these two points to ensure these issues are resolved as I've yet to come across anyone with that quality or ability in TalkTalk as no one takes ownership of an issue to ensure a satisfactory resolution. Just imagine the difference these two little changes would make.

I have a third idea but it's asking alot and that would be asking the customer if the issue is resolved before closing any customer raised tickets. I don't even know why I'm bothering writing this as I know there's no drive in anyone in TalkTalk to make a difference or follow through on a meaningful task.

[Michelle-TalkTalk]

Morning,

I'm really sorry about this. I've re-escalated this again and also asked my manager to chase this for me.

Thanks

Michelle

[eddiecya]

So I set out today by spending an hour or more ensuring I logged an open reach ticket via a verbal call. This took quite a few calls and disconnections but we managed it or so I thought so immediately I went to online chat and spent to about 5pm so that's 8 solid hours of messing me around and bookingbmultiple openreach tickets so I started to enquire as to the nores on these open reachbtockets to my surprise after having yold me the odd excuse as to why the engineers were resolving issues and closing these off the support staff came to the conclusion they couldnt provide me the engineer notes as they werent available to them. After various escalation from one person to the next one person finally copied and pasted a single entry from a so-called open reach engineer. Low and behold they had been closing the tickets out as resolved as they couldn't reach me on the number for the phone line that I've been reporting as broken. I cannot find anything in me to say that a real openreach engineer tried to call me on the broken line. I just can't. Some idiot somewhere in a call center and the many many super duper experts in TalkTalk couldn't spot on the minimalist of engineer notes that they were closing out the ticket as no response from customer by phoning the broken number. Such incompetence is unheard of so hear after a full day of being worn down by idiots I have found countless faults in there automated telephone and chat systems. Complete lack of comprehension to figure out any issues and at the end of the day they ask me from there high upon high escalation point and I quote "what I want talktalk to do about it" gee I don't know, maybe waste some more of my time please. Here's hoping the last two reps I spoke to have now opened an open reach ticket with my mobile number attached. I state two as I got one to book it and I contacted them again to get another one to check the other ones homework as I caught them out in so many lies.

[eddiecya]

So much for my hopes of getting an open reach engineer. Checked up on my ticket and looks like as soon as it was opened on Friday it was closed out as resolved. The ticketing system is vague and lacks any degree of realistic troubleshooting or clarity on any works done. Another talktalks failure on the communication front. Looks like I'll be spending tomorrow arguing with another hopeless sole at TalkTalk in the hopes that someone might be capable of using their system to book an openreach engineer and successfully following through on a resolution. I wonder will the escalation team ever reach out to me as that dream is fading too.

[eddiecya]

no one reached out to me and I persisted yesterday trialling any means possible to get to talk to someone that might be able to organise an engineer to fix my line which is now complete outage. The magic seems to be calling from a number not related to your shell account and not handing over any account details to the automated system as once it knows your a shell customer it tells you its disconnecting you. So one you get past that you get to someone that cant help you as your a shell customer - they transfer you to another queue where one waist o be told all will be well and they managed to book an open reach engineer.

This is where it gets interesting they booked an engineer for PM today - and I thought brilliant. so to day I receive lots of emails from TalkTalk saying my issues are all fixed but no engineer appeared even though I was expressly promised an engineer would NEED access to my home. So I checked the TalkTalk notes online and it says the engineer resolved the issue at the exchange. which is just crazy to me seeing as the issue is right outside my home and my DSL light is still red even after a reboot etc. SO I called TalkTalk using the magic formula to get through and after 20 minutes got talking to someone who cut off so I tried again and after 30 minutes got through to someone who took forever to read the engineer notes to first tell me the engineer fixed the issue outside my house. Then changed that they spoke to me and I refused permission to enter my house. Then told me as I hadn't given any permission to come out that they didn't even send an engineer. Madness considering they were apparently reading the engineer notes. Then they told me I'd have to ring OpenReach myself as they can't contact Openreach and advised me to use the reference number I received from open reach when I apparently refused access. Now I'm quite sure I'm a talk talk customer and open reach would tell me to call TalkTalk. Its absolutely shocking that a communications company doesn't know the first thing about communications. Now when faced with no openreach engineer The lady on the phone recommended going though her script of asking me all the nonsense questions to rebook an engineer and via opening another ticket as she couldn't work on the previous ticket or have any communication with openreach. low and behold there's no way of knowing if an engineer will ever attend and theres no means of raising a grievance against either TalkTalk or openreach for the lies I've been fed. so theres another day wasted trying to fix a simple broken telephone cable which has remained broken for three weeks. That's some SLA you guys adhere.

[Michelle-TalkTalk]

Hi,

I'm sorry to hear this. We've asked our Escalation Team to contact you ASAP.

Thanks

Michelle

[eddiecya]

As I stated the options on that line all terminated with a recording telling me the call is going to be dropped.

[Michelle-TalkTalk]

Good morning,

I'm really sorry to hear this. I've passed this over to be escalated to our Shell Migration Team and have asked that you are contacted ASAP to progress this fault,

Thanks

Michelle

[Gliwmaeden2]

Staff are on here daytime, Monday to Friday, @eddiecya.

Usually for issues for former Shell customers are asked to speak to the Shell Migration team on 03451 720088 (open 9am - 7pm).

Worth waiting to see if they can organise an engineer for you.

[eddiecya]

Tried the online chat and after waiting for a response from a human for an hour and ten minutes I got someone that didn't understand that the DSL was going up and down and wanted to go down the route of trouble shooting the wifi. What utter incompetence of TalkTalk to train and provide customer service representatives capable of closing fault tickets. Am I in the wrong in thinking that staff should be able to recognise that the issue isn't wifi if the routers DSL light goes red indicating an issue maintaining a connection to the ISP.

Either way there goes another evening where I had to give up on TalkTalks support chat given I repeatedly told the representative my time was limited and I had to leave as they dragged out asking me the stupidest of questions and pausing for extended periods to state useless information everytime I pressed the support representative to hurry up and get on with there script. to stall and make the process more infuriating. For instance between asking the question "Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?
For example a care alarm, lifeline, health pendant or fall detector." and the question "Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?" seven minutes passed. and we had a conversation on speeding up in that time and the service representative used that time to send pointless messages instead of thinking hey maybe I should speed up here as this person has indicated several times they need to leave but n the representative decided to slow down and send pointless statements - I have a sneaking suspicion this was done on purpose and is likely something quite a few staff do as I've tried multiped times to get this issue resolve and its the same dragged out attitude from the support staff. I really wish I could just exit the contract with TalkTalk more or less breaching their side of the contract given the lack of consistent service. Really want to go back to Onestream or Plusnet as their support was so much better.

All I need is an open reach engineer to physically crimp the connections a bit better but at this point I'm ready to go get a ladder and go up the pole myself and have a crack at it. Quite sure I'd have a better chance of resolving the issue myself compared to TalkTalks offering of first line technical support.