Hi,
Looking for advice regarding TalkTalk resolving a complaint, but not actioning the resolutions.
I raised a complaint regarding the installation location of my FTTP equipment. The engineer said that my chosen location close to my WiFi using devices wasn’t possible (despite there being an existing cable run) and opted to install in another area after reassuring me that my coverage in the house would not be impacted. The range on the Eero 6 is fairly poor and does not cover my entire property as well as the old copper router which was situated in the central location. The engineer when installing drilled two holes, and has roughly covered the second hole with filler (to a poor depth) leaving me with some decorating to do. On top of this, TalkTalk sent me a £60 set up fee, which was not covered in any of my contract documents, or discussed during the purchasing of the package.
following all of these issues, I raised a complaint CMP-800369. I spoke to someone from the complaints department who said they would send an Eero extender out, within 2-3 days. That there would be no set-up fees. At this point, I wasn’t bothered about the second hole and a bit of decorating, I just wanted stable WiFi, and to not be charged for something never mentioned.
I since contacted TalkTalk during the week to get an update, and after a combined 4/5 hours of work waiting in queues and on hold, have raised a second complaint, which I was told would be answered within 72 hours. I have still not heard from TalkTalk. CMP806433
It’s now 10 days later and there has been no equipment delivered, my bill has just come through with a set up charge. And there’s still DIY to do to repair the poor workmanship.
Could someone from TalkTalk, please talk to me?
best,
Dewi
DJROE1
