I wish to highlight my experience attempting to continue to provide internet access for my tenants after the transition from copper wiring/ analogue to VOIP/ digital. This is apparently due to be rolled out by all broadband providers “by the end of 2025” if TalkTalk are to be believed.
TalkTalk are unfit to provide a competent service. They are using foreign call centres where the line is so bad and there is a long delay that ends up infuriating customers who have no choice but to engage with the process ( or see their bills rise by £12 monthly). I am required by law to provide access to a landline so had no choice but to spend 122 minutes on the phone this morning simply in my attempt to get through to their complaints team and be reassured that my situation is resolved. This is after wasting a day last week at my property when Open Reach engineers were supposed to be disconnecting my landline copper wiring.
TalkTalk will not put me through to their complaints team. They say they have a “ manpower issue “. Despite two promises to call me back they have failed to do this.
I have kept a careful log of all my calls and who I have spoken to.
I can and will elaborate once I’m sure that I am through to the correct government minister/ department.
I am sure that my problem is not unique and will be affecting thousands.
I think it’s crucial that broadband providers are capable of dealing with customers in an efficient and professional manner and therefore I feel that the regulator needs to be made aware of the inability of TalkTalk to even get the basics right.
Please can you contact me with advice of who I should be contacting in order to flag up this potentially serious failing. Is there a regulator who has ‘teeth’ and can require providers to provide an efficient and user friendly service ?
