NEED SOME HELP?
We’re here 24/7. 365 days a year.
Ask questions. Find your answers. Connect.
Hi there, Need some help.
I have spent 5 hours on "Live Chat" with "Experts" over this issue
Speed when I have it is good. However I get "Connection Unavailable" on my 2 Iphones. My Echo Dot stops playing Radio and then comes back on. My television starts buffering and that is connected by Ethernet. I get DNS issues with webpages and Pages fail to render.
I have had 3 replacement Eero6 routers.
Surely somebody, other than "Live Chat technical experts" know how to fix this. It started on the 4th of August
I was given an appointment for City Fibre to check the cable on Thursday nobody came to the property but I was told they had checked the cabinet and everything was ok.
- 9:01
Nobody has been from City Fibre yet I get this text from you. TalkTalk Update: Hello, following on from your recent fault, we have received confirmation from City Fibre that the fault is now fixed. If you're still experiencing problems, please reach out to us using this link, support.talktalk.co.uk. Thank you. Your TalkTalk Team.
Richard
Everything is still the same. I have Packet loss 22% and above coming to the property ONT
I also have downtime
I also have RX Jitter in excess of the MTJ
Technical Support have transferred me to Loyalty 3 times
Connection has dropped 11 times whilst writing this
Nothing has been fixed.
cheers Richard
Hi amahle-TT,
Did as you suggested
5 options and none to speak to anyone just another Text from them to chat. A waste of time I am afraid. Not chatting for another 2 hours.
They have all of the issues
Check your latest Bill and itemised usage
Download Bills and usage
Check previous bills for up to 22 months
iconNeed Help?
chat-img
Chat to us
Our digital assistant, will answer your questions or put you in touch with the right person to help.
Mon to Fri: 08:00 - 21:00, Sat: 08:00 - 19:00, Sun: 09:00 - 19:00
Looking for other help options? You can choose another option here but it may take longer to get help.
TV, Broadband & Calls
My Account
My Mail
Help
Corporate site
Accessibility
Code of practice
Customer Complaints Code
Legal
Privacy Policy
Terms & Conditions
Cookies and our policy
TalkTalk © 2025
Md
Minimize
Loading previous conversations
New message above. There may be form options.
- 12:38
Another 2 hours
Richard
- 12:38
Can you please let me know if you're the account holder?
Sara
- 21:12
Yes
Richard
- 21:12
Apologies but our contact centre is closed right now. We are next online Sunday 09:00. Please try again after this time. Thank you.
Sara
- 21:12
Conversation closed by the agent - 12:38
Today
Hi there! Welcome to TalkTalk. I’m Sara, your virtual assistant. Shall we quickly go through a few details to get started?
Get started
TalkTalk Update: Hello, following on from your recent fault, we have received confirmation from City Fibre that the fault is now fixed. If you're still experiencing problems, please reach out to us using this link, support.talktalk.co.uk. Thank you. Your TalkTalk Team.
Richard
- 8:58
Can you please let me know if you're the account holder?
Sara
- 8:58
Yes
Yes
Richard
- 8:59
Could you please provide more details about what you need help with? For example, is it about billing, technical issues, joining TalkTalk, or something else? This will help me guide you to the right place.
Sara
- 8:59
Nobody has been from City Fibre
Richard
- 8:59
I understand you're mentioning City Fibre. Are you referring to an installation or activation issue, or perhaps a problem with your internet service? This will help me guide you to the right place.
Sara
- 8:59
Fault
Richard
- 8:59
Could you provide a bit more detail about the fault? For example, is it related to your internet, TV, home phone, or email service? This will help me direct you to the right place.
Sara
- 8:59
broadband
Richard
- 8:59
I understand you're experiencing a fault with your broadband. Let me send you to the right place for assistance with that.
Here's what I can help with.
Sara
- 8:59
Internet Connection Issue
Internet Connection Issue
Internet Connection Issue
Richard
- 9:00
Just to confirm, which of the below internet concerns do you want help with?
Perhaps you'll find what you're looking for from the options below.
Sara
- 9:00
Intermittent connection
Richard
- 9:00
I'm having trouble understanding your query.
We've got support on hand for a range of topics.Pick an option from below to see what we can help with.
Sara
- 9:00
Technical Issue / Setup
Richard
- 9:00
What do you need help with?
Sara
- 9:00
Internet
Richard
- 9:00
Here's what I can help with.
Sara
- 9:00
Internet Connection Issue
Richard
- 9:00
Just to confirm, which of the below internet concerns do you want help with?
Sara
- 9:00
Intermittent connection
Richard
- 9:00
Are you reporting this issue for the first time?
Sara
- 9:00
No
Richard
- 9:00
Is this in regards to an open or existing fault?
Sara
- 9:00
Yes
Richard
- 9:00
As you've already reported this, please check the progress in the fault tracker. Simply log in to My Connection and click on the fault tracker message.
Was that information helpful?
Sara
- 9:00
TalkTalk Update: Hello, following on from your recent fault, we have received confirmation from City Fibre that the fault is now fixed. If you're still experiencing problems, please reach out to us using this link, support.talktalk.co.uk. Thank you. Your TalkTalk Team.
Richard
- 9:01
Sorry, just wanted to make sure that the information was helpful?
Sara
- 9:01
No
No
Richard
- 9:01
I'll connect you to an expert who'll help with your enquiry.
Do you need help setting up eero?
Sara
- 9:01
No
No
Richard
- 9:01
Great, I'll get you to an expert.
Sara
- 9:01
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- 9:01
Nobody has been from City Fibre yet I get this text from you. TalkTalk Update: Hello, following on from your recent fault, we have received confirmation from City Fibre that the fault is now fixed. If you're still experiencing problems, please reach out to us using this link, support.talktalk.co.uk. Thank you. Your TalkTalk Team.
Richard
- 9:02
Welcome to TalkTalk, Richard. You are connected with Noor from the Technical Support Team. I see that you have received a message from City Fibre stating that the issue is resolved. Is that correct?
Noor
- 9:03
The fault is not fixed
No nobody has been I have been waiting since 7:00
The fault still exists
Why does nobody tell the truth Noor
Richard
- 9:05
Thank you for the information. It was a non-appointed City Fibre engineer who worked on the exchange cabinet and resolved the issue.
Noor
- 9:05
It is not resolved
Richard
- 9:05
If you are still experiencing the internet issue, I will need to run the line test again.
I'll be creating a repair case while running a full diagnostic test on your internet connection, during this process, I will ask you a series of questions and do some checks with you, this will help me determine the main issue and I'll work on the resolution based on the results.
Noor
- 9:06
I am going out Fix it I have wasted 5 hours already dong these tests
Richard
- 9:07
Thank you for letting me know that. Someone needs to be at home for the line test. Are you chatting with us today while connected to your TalkTalk service, using a mobile data connection, a hotspot, or another broadband provider?
Noor
- 9:08
10 line tests have bee conducted and still the same fault
You need to do what you say and fix the fault
Richard
- 9:11
I apologise for the inconvenience. The line test is mandatory if you are experiencing any internet issues. Without running the line test, I will not be able to provide you with any resolution.
Noor
- 9:12
I have no more time to waste Why tell me an engineer will visit when they don’t
I have 5 mins so sun
Run the test after reading all of the notes Noor
Richard
- 9:13
I understand that some of the question are repeated but this is the question of line test in order to resolve our issue please bear with be at the end i will provide you with the resolution.
Noor
- 9:14
We have done all of the tests over the last 2 weeks
Richard
- 9:14
I understand that you have completed the test, but since the issue is still not resolved, we need to run the test again. Without running the test, the system will not allow me to proceed further.
Noor
- 9:15
Run the test
Connection just dropped again
Richard
- 9:16
Are you chatting to us today while connected to your TalkTalk service, using a mobile data connection, using a hotspot or using another Broadband provider?
Noor
- 9:16
Mobile
Did all this yesterday
Richard
- 9:17
Are you currently at home, where the TalkTalk service is installed?
Noor
- 9:17
Yes
Did this yesterday
Richard
- 9:17
Thank you for the information.
Noor
- 9:18
Preview attachment
I have a low battery now
Richard
- 9:20
Thank you for the information. I understand you have completed the line test, but since you are experiencing issues again, we need to run the line test once more.
Noor
- 9:21
Connection was unavailable as in the screenshot
Richard
- 9:22
Thank you for letting me know that.
Noor
- 9:23
I thought City Fibre had checked the line? No engineer came here
Richard
- 9:24
The engineer has already worked on the exchange cabinet, according to the note I received from them. They have resolved the issue, and there are no problems present now. Therefore, I need to run the line test again.
Noor
- 9:25
Ok I have 10 mins then I have to work I don’t get paid for this Noor
I wasted 3 hours yesterday
Richard
- 9:27
I apologies for that. I am working on your issue.
Noor
- 9:27
👍
Richard
- 9:28
Thank you for your patience.
I am working on your issue it is taking some more time.
Noor
- 9:32
👍
Echo Dot has lost connection
Webpages not rendering
Richard
- 9:33
Thank you for the information.
Please stay connected; I will connect you to the dedicated team who will assist you with the issue.
Noor
- 9:36
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- 9:36
Good morning, Richard you are through to Londeka from TalkTalk Full Fibre Loyalty Team. Please allow me a moment to go through the previous conversation.
Thank you for holding, I am sorry to hear your services are not working and I do apologize you have been incorrectly transferred to this department. I will need to connect you over to technical team to assist you further regarding this issue.
Please stay connected whilst I transfer you to the sales department who will assist you further. Thank you
Londeka
- 9:41
Hi Londeka why have I been transferred to Loyalty that happened yesterday after 2 hours on this chat and nothing has changed the fault still exists I have spent 5 hours on chat so far with no resolution
Technical just keep transferring me to Loyalty
Richard
- 9:42
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- 9:43
Welcome to TalkTalk, Richard. You are connected with Deepak from the Technical Support Team. I see that you have received a message from City Fibre stating that the issue is resolved. Is that correct?
Deepak
- 9:44
Nobody came
Read all of today’s and yesterdays notes please 4 hours of chat
Richard
- 9:45
Thank you for sharing your concern. Rest assured, we are here to help and will make sure to get this sorted for you. Please allow me a few minutes to check your previous chats.
Deepak
- 9:45
Nothing is fixed
Connection just dropped again
Richard
- 9:46
I apologize for any inconvenience this caused you. I know how important it is to have the best and reliable service, That is not the experience that we want you to have. no worries you got me on the line I will be with you all throughout the process of resolving this
Deepak
- 9:47
Nobody listens and just keeps doing the same pointless tests Deepak
I am not getting paid for this
Richard
- 9:48
I completely understand your situation, so don't worry. I won't make you repeat anything; we will continue the check from where you left off.
Deepak
- 9:48
Same tests footage 5th time then
For the 5th time
Looks like Your Eeros are Faulty
Richard
- 9:51
I apologise for the inconvenience. Rest assured, I am checking everything for you so you don't have to go through this again.
We now need to capture the make and model of your router. This can be found on the back or underneath your router. Can you provide me with this please?
Deepak
- 9:52
Eero 6 on both of them
Richard
- 9:53
Thank you for checking.
I've checked our records and it looks like you have a Eero 6 router, is that right?
Deepak
- 9:54
2 of them
Richard
- 9:54
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?
Deepak
- 9:55
everywhere all devices
Been through al of this yesterday
It is in the chats
Been through all of this 3 times Deepak I am losing wages every time
Richard
- 9:57
Richard, I understand that you have been through the check, but to help you with the proper resolution, I need to run the check.
Deepak
- 9:58
Let me know when you have completed them I have answered all of the questions multiple times Deepak 👍
Richard
- 10:00
Thank you for your understanding. Please stay connected while I connect you to the dedicated team who will assist you further.
Deepak
- 10:01
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- 10:01
Good morning Richard I hope that you’re doing well. You are speaking to Sabelo from The Full Fibre Loyalty Department, and I will be helping you with your query today. Let's go ahead and get started, I am just going to locate your account and go through your previous conversation, so you don’t have to go through everything again, please bear with me 2-3 minutes.
sabelo
- 10:03
Hi Sabelo This is the 3rd time your Technical team have transferred me to Loyalty because they cannot deal with or fix a faulty service They seem to be wasting your department’s time too 5 hours I have spent on chats so far No engineer has visited today
Richard
- 10:08
Thank you for your patience I do see that you need assistance with your broadband connection.
You have been incorrectly connected I will need to connect you to the technical sup[port as they are the relevant department.
sabelo
- 10:08
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- 10:08
And so it begins again Sabelo
Richard
- 10:09
Hello! Thanks for contacting TalkTalk you’re chatting with Deepesh from Tech Support.
As I understand you are facing issues with the internet connection, is that correct?
Deepesh Vishwakarma
- 10:11
Don’t waste your time or mine Deepesh I have already spent 5 hours on chat and you will just ask the same questions and the same tests
No engineer called today
Richard
- 10:12
Yes, Richard, I have gone through the above chat, and you have been transferred multiple times to the loyalty and tech department.
Deepesh Vishwakarma
- 10:12
Waste of time isn’t it
Can’t fix it so transfer the call it seems Deepesh
Richard
- 10:13
I value your precious time, Richard. Please give me a moment to locate the account.
Deepesh Vishwakarma
- 10:14
Thanks for your patience, Richard.
Not to rush, just checking are we connected?
Deepesh Vishwakarma
- 10:21
I am on mobile data and at home when I should be working
Richard
- 10:21
I'm really sorry to know that you've been facing network issues. We know how important it is for you to stay connected all the time.
Deepesh Vishwakarma
- 10:21
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?
Deepesh Vishwakarma
- 10:27
Answered all of these questions 4 times
All 6 devices an everywhere
Echo dot Television mobiles laptop desktop
Connection drops
Richard
- 10:29
I'll need you to perform some checks. What's the main device you can use for testing with me now?
- Laptop
- Desktop PC
- Smartphone
- Tablet / iPad
Deepesh Vishwakarma
- 10:29
Why
Done all of these
This is the 3rd day of testing
Richard
- 10:31
Could you please let me know what the light on the router indicates?
Deepesh Vishwakarma
- 10:31
White
On both
Richard
- 10:32
Thanks for the information.
Could you please let me know if you can see the network name on your smartphone?
Deepesh Vishwakarma
- 10:34
Yes talktalk
Richard
- 10:34
Could you please click on the network name and try connecting to the network?
Deepesh Vishwakarma
- 10:35
Connected
Richard
- 10:36
Could you please do the same for all the devices you are experiencing issues with regarding the connection?
Deepesh Vishwakarma
- 10:36
They are all connected
Richard
- 10:37
That's great, Richard.
Deepesh Vishwakarma
- 10:37
The connection drops about 40 times a day so that won’t help
Connected
Richard
- 10:38
Are you experiencing a dropping connection on all your devices?
Deepesh Vishwakarma
- 10:39
The connection drops about 40 times a day
All devices including television streaming
And that is connected by Ethernet to the Eero
I have swapped Eeros and the same issues
Richard
- 10:41
Thanks for the information, Richard. Since you are now able to connect to all the devices, I have made some changes to the connection. I recommend that you monitor the connection for 24 hours. If you still experience issues with the dropping connection, please reach out to us again.
Deepesh Vishwakarma
- 10:42
I have 10 minutes the I have to leave I have been on here for another 2 hours this morning
I have 10 minutes the I have to leave I have been on here for another 2 hours this morning
Connection unavailable
Connection unavailable
Preview attachment
As you can see the connection dropped in the screenshot
Preview attachment
Dropped again
Richard
- 10:45
Thanks for sharing the image, Richard. Yes, it has dropped. As I mentioned, I have made some changes to the connection and cleared the bugs. Can you please monitor the connection for 24 hours?
Are you using a VPN?
Deepesh Vishwakarma
- 10:46
I did that before Deepesh the connection has dropped after you made the changes
No VPN
Richard
- 10:46
Thanks for letting me know about it.
Deepesh Vishwakarma
- 10:47
So the changes have not worked
Connection just dropped again
What did you change
What did you change
Richard
- 10:49
Yes, I have experienced that.
Deepesh Vishwakarma
- 10:49
What did you change
Still a fault
Preview attachment
Connection unavailable
Connection unavailable
Richard
- 10:51
I have enabled the legacy mode on the eero router, which can automatically switch between 2.4 GHz and 5 GHz.
Deepesh Vishwakarma
- 10:51
Again
Again
Both routers
Richard
- 10:52
Could you please reboot all your devices?
Deepesh Vishwakarma
- 10:53
Yes
Richard
- 10:53
Once you're done, please let me know.
Deepesh Vishwakarma
- 10:53
Done
Richard
- 10:57
Awesome, Richard! Thanks for your efforts.
I can see that your broadband connection is stable and there are no issues showing on the line.
Deepesh Vishwakarma
- 10:58
Preview attachment
Preview attachment
Connection drops
Richard
- 10:58
Are you switching windows while taking screenshots?
Deepesh Vishwakarma
- 10:58
That one was delayed for some reason
Probably the connection
Richard
- 10:59
Okay, no worries. Can you please check if you have any software updates available on your phone?
Deepesh Vishwakarma
- 11:00
Updated this morning to latest
Preview attachment
Richard
- 11:01
Thanks for the information.
Deepesh Vishwakarma
- 11:01
Preview attachment
Computers up to date daily
Computers up to date daily
Television latest update
Richard
- 11:02
Thanks for the information.
Richard, I have completed all the checks, and there are no issues detected with the connections.
Deepesh Vishwakarma
- 11:02
Preview attachment
Computers up to date daily
Preview attachment
Computers up to date daily
Richard
- 11:03
Thanks for the information.
Deepesh Vishwakarma
- 11:03
I do everything daily as I have been working with computers since 1980
I do everything daily as I have been working with computers since 1980
Again
Again
Preview attachment
Computers up to date daily
Richard
- 11:05
Thanks for the information.
Deepesh Vishwakarma
- 11:05
I do everything daily as I have been working with computers since 1980
Echo dot lost connection too
Router is flashing white
Richard
- 11:06
That means the router is now fully configured with the new connection.
Deepesh Vishwakarma
- 11:07
So it should not drop now Is that what you mean
Richard
- 11:08
Yes, that's correct.
Deepesh Vishwakarma
- 11:08
And if it does
Are you confident Deepesh?
Richard
- 11:09
If that is the case, we will need to replace the eero router.
Yes, I am confident, Richard.
Not to rush, just checking are we connected?
Deepesh Vishwakarma
- 11:14
Back again lost connection
Richard
- 11:14
Could you please let me know how long you have been experiencing issues with the connection?
Deepesh Vishwakarma
- 11:15
4th of August
Bit of a nonsense really Deepesh
Richard
- 11:16
I'm now sending you a new Eero routers along with a return bag for you to send the old router back.
Deepesh Vishwakarma
- 11:17
Not your fault but nobody fixes it and transfers me to Loyalty I have 2 routers and that was supposed to fix it
You have been the most helpful
Richard
- 11:18
Yes, you are absolutely correct. That's the reason I am sending you new Eero routers to fix the issue with the connection, so that you won't face any problems while working from home.
Deepesh Vishwakarma
- 11:19
Thank you Deepesh Can I have your mobile non case it doesn’t 😂😂
Number
Richard
- 11:20
I apologise, Richard, but I cannot assist you with that.
Deepesh Vishwakarma
- 11:21
😂
Richard
- 11:21
I have successfully arranged for the brand-new router, and it ideally takes 2 to 3 working days
Deepesh Vishwakarma
- 11:21
Just one?
Richard
- 11:21
I have sent you 2 Eero routers.
Deepesh Vishwakarma
- 11:22
👍
Richard
- 11:22
Yes, Richard.
I hope I have managed to address all of your concerns today. Are you pleased with how everything has been handled?
Deepesh Vishwakarma
- 11:22
Thank you now have a coffee and put your feet up
Great
Richard
- 11:23
You're welcome!
Deepesh Vishwakarma
- 11:23
By you yes
Richard
- 11:23
Is there anything else I can help you with? It will be my pleasure to assist you.
Deepesh Vishwakarma
- 11:23
No thank you
Richard
- 11:23
This is Deepesh, your tech support expert and I would like to thank you for your kindness and understanding. Following this chat, you will receive a survey. It will only take 1-2 minutes of your time, and your feedback will be greatly appreciated. Thank you for reaching out to TalkTalk. Wishing you a wonderful day!
Deepesh Vishwakarma
- 11:23
Conversation closed by the agent - 11:23
Please help us by answering a few questions, you can request an email copy of your conversation transcript after the survey.
Based on your experience today, how likely are you to recommend us to a friend or colleague? (10 extremely likely - 0 not at all likely)
Survey Bot
- 11:23
I have just been charged £178
Richard
- 11:24
That’s not what I was expecting, please select from one of these options
Based on your experience today, how likely are you to recommend us to a friend or colleague? (10 extremely likely - 0 not at all likely)
Survey Bot
- 11:24
7
Richard
- 11:51
How would you rate your overall satisfaction with the service you received? (5 very good - 1 not at all good)
Survey Bot
- 11:51
4
Richard
- 11:51
We would like to hear why you chose those ratings, please provide us with your comments by replying below
Survey Bot
- 11:51
not resolved
Richard
- 11:52
If you'd like a transcript, please enter your email address or you can click no thanks.
Survey Bot
- 11:52
richard.beavers@talktalk.net
Richard
- 11:52
Thank you, this conversation will now close.
Survey Bot
- 11:52
- 11:52
Why have I been charged £178.00
Richard
- 11:52
Can you please let me know if you're the account holder?
Sara
- 11:53
Yes
Richard
- 11:53
I understand you're querying a charge of £178.00. Let me send you to the right place for assistance with billing inquiries.
Here's what I can help with.
Sara
- 11:53
My Bill
Richard
- 11:53
What do you need help with?
Sara
- 11:54
Dispute My Bill
Richard
- 11:54
Please choose the fee you'd like to know more about.
Sara
- 11:54
Some other fee
Richard
- 11:54
I just need to confirm some details with you to pull up your account.
Can I please have your full name?
Sara
- 11:54
Richard Beavers I don't have to pay £178.00 to replace faulty routers
Richard
- 11:55
Thanks! And can you tell me your TalkTalk account number?
Sara
- 11:55
xxxxxxxx
Richard
- 11:55
Great, I'll get you to an expert.
Sara
- 11:55
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- 11:55
Hello, this is Shahina from the TalkTalk customer service team. I noticed that you contacted us regarding the bill. Rest assured; I will assist you with this.
Shahina
- 11:57
I don't have to pay £178.00 to replace faulty routers so why have I been charged fot them?
I am a pensioner
Thanks Shahina
This is very stressful and I am recovering from a stroke
Richard
- 11:59
I understand your concern completely regarding this matter. Please do not worry, as I am here to help you and get this sorted out. Let me check this for you.
Shahina
- 11:59
Thank you
Oh dear this is very stressful
I am 74 years old Shahina and this should not be allowed without consent
they are not additional they are replacements for your faulty ones as identified ny your technical department
Richard
- 12:02
The charges for the faulty router have not been applied to your account, so I just want to check if you have received any email regarding these charges.
Shahina
- 12:03
Your Fibre 150 Data Only Package
Your account number:
xxxxxxxxx
One-off charges:
Two additional eero 6 : £178.00
Equipment:
Two additional eero 6
Richard
- 12:03
Thank you for the detailed information you have provided. Let me check this for you.
Shahina
- 12:05
OK
This should not happen to customers of 15 years
Richard
- 12:07
Thank you for your patience. I have checked your account, and the charges are not reflecting. To validate these charges, I need to connect you with the technical team, who can assist you further. However, before I transfer you, I need to ask you an important question.
Shahina
- Now
As I can see, you have accessibility tags for hearing, cognitive, mobility, and visual on your account. Would you like to make any changes to this, or would you prefer to keep it the same?
Shahina
- Now
I have had 3 hours on chat who sent the email
The technical team have wasted 5 hours over the last 2 days I need to speak to a senior manager
Hi Richard,
Great news! We've made all the changes you asked for. Scroll down for a quick rundown of your full fibre package.
Your Fibre 150 Data Only Package
Your account number:
xxxxxxx
One-off charges:
Two additional eero 6 : £178.00
Equipment:
Two additional eero 6
Richard
- Now
Hi Richard,
Great news! We've made all the changes you asked for. Scroll down for a quick rundown of your full fibre package.
Your Fibre 150 Data Only Package
Your account number:
xxxxxxxx
One-off charges:
Two additional eero 6 : £178.00
Equipment:
Two additional eero 6
Richard
- Now
I did not make any changes Sharina they were sending replacement routers
Richard
- Now
I completely understand your concern. Please don't worry; the charges will be validated by the technical team. I will connect you with them for further assistance, so please stay connected.
Shahina
- Now
No
I will just report it to my bank as a fraudulant charge Sharina
Richard
- Now
You are now connected to a TalkTalk expert. They'll review all of the information you've provided so far and will reply to you within 2-3 minutes. Keep an eye on this window.
Info
- Now
I have wasted 5 hours with you technical department
Richard
- Now
Welcome to TalkTalk.
You're chatting with Aquil from TalkTalk technical team.
I'll assist you with the best possible resolution for this query.
Md
- Now
I have just been charged for replacement routers
Hi Richard,
Great news! We've made all the changes you asked for. Scroll down for a quick rundown of your full fibre package.
Your Fibre 150 Data Only Package
Your account number:
xxxxxxxxx
One-off charges:
Two additional eero 6 : £178.00
Equipment:
Two additional eero 6
Richard
- Now
I apologies for the inconvenience caused to you. This is not the service we want you to experience. Please don't worry, I'm here to help you and we'll work together to find the best possible resolution.
Md
- Now
They were ordered by Deepesh as replacements for faulty ones
I am not paying for them
Richard
- Now
Thank you for bringing this to our attention. Please be rest assured, I will investigate this for you and we will work together to find the best possible solution.
No need to worry, I will check this for you and assist you accordingly.
Md
- Now
I have been on this since 9:00 this morning MD
Richard
- Now
I truly appreciate your patience. I understand you've been trying to get this sorted since 9:00 this morning, and I apologise for the inconvenience and the time it’s taken.
Just to reassure you, as you have reached out to me, I will do all the necessary steps in order to sort this out for you.
Md
- Now
Just remove the charge and confirm it by email so that I don't have to report it as a fraudulent transaction please
Richard
- Now
Sure, please bear with me.
Md
- Now
Not your fault Md but it is stressful
Richard
- Now
Richard
- Now
Thank you for your patience, Richard. I can see on your account that our last colleague ordered a new brand router for you at no cost. Please rest assured that you will not be charged for this. I have made all the necessary notes on your account, and the message you received regarding charges is from spam, so you can ignore it.
I apologies for the inconvenience caused to you. This is not the service we want you to experience. Please don't worry, I'm here to help you and we'll work together to find the best possible resolution.
please ignore the above text.
Md
- Now
Your Fibre 150 Data Only Package
Your account number:
xxxxxxxxxx
One-off charges:
Two additional eero 6 : £178.00
Equipment:
Two additional eero 6
The charge is there
Send an email to confirm that there is no charge please
xxxxxxx
Richard
- Now
Thank you for letting me know. Please allow me five minutes; I will check this for you again and let you know.
Md
- Now
this times out on here
regards
Richard
Hi Keith, Many thanks for that. Again probably actually speaking with someone would help.
Us 74 year olds are not great with texting chats😁
regard Richard
