Complaint Resolution

[DJROE1]

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 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. I've escalated the complaint now and have asked if you can be contacted ASAP.

Thanks

Michelle

[DJROE1]

Hi Michelle,

just wondering if there are any updates? I’ve still not heard from TalkTalk. 

kind regards,

Dewi

[DJROE1]

Hi Michelle, 

thanks for the update. Hopefully it’ll be a short investigation as the complaint resolution was already agreed between myself and TalkTalk under CMP-800369. The only bit that has not been carried out is TalkTalk sending the extender, and waiving the set-up fee. If TalkTalk did as agreed there would be no follow up complaint. 

Kind regards,

Dewi

[Michelle-TalkTalk]

Hi,

I'm sorry to hear this. I've checked and the complaints team are still investigating the complaint. The team should make contact as soon as they have an update.

Michelle

[DJROE1]

Good morning Michelle,

No contact over the weekend.

kind regards,

Dewi

[Michelle-TalkTalk]

Morning,

How are you getting on, have the team been in contact?

Thanks

Michelle

[DJROE1]

Hi Chris,

I’ll wait to see if I hear anything, though I am doubtful. 

It’s quite frustrating that I’ve already been told that these problems could and should have been solved, but haven’t been under the first complaint. All that’s required is for an Eero extender to be sent out, as I was told it would be, and the ‘set-up’ fee which is was never stated to me when purchasing to be waived as I was told it would be and I would be happy (even with the additional DIY.) at the moment it seems I’m in limbo with TalkTalk! 

Thank you for your updates though, at the very least you’re keeping in contact. 

best,

Dewi

[Chris-TalkTalk]

Hi Dewi,

There is another follow up booked for later today but it does say that it's not a callback, it's just booked in for further investigation. If you don't hear anything over the weekend can you bump the thread on Monday and we'll check for further updates

Chris 

[DJROE1]

Hi Chris, 

Thanks, unfortunately no one got in touch today. 

All the best, 

Dewi

[Chris-TalkTalk]

Hi Dewi,

It just says 'follow up' this afternoon which I assume is a phone call. There are no further updates at the moment

Chris

[DJROE1]

Hi Chris,

I’ve heard nothing, is this a follow up visit or phone call? 

Thank you,

Dewi

[Chris-TalkTalk]

Hi Dewi,

Thanks for updating your profile. There appears to be a follow up booked for tomorrow, have you been told about this?

Chris

[DJROE1]

Hi Michelle,

All those details are now on my profile.

thanks for your prompt reply.

best,

Dewi

[Michelle-TalkTalk]

Good afternoon,

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle