Full Fibre with Digital Voice - Absolutely Appalling Service

[Casy_duke]

My 87 year old mother had a letter in January. I confirmed with them that she would like to switch to Option 3 which was keep her full fibre and add the digital voice. Then on 27th February we had an email telling us the switch over would be 11th March. I called TalkTalk on Monday 10th and said she would need an engineer to help set it up as I don't think her current phones would work and she may need an adaptor. They confirmed an engineer would call on the day...this was a lie. I have spent a total of nearly 7 hours being passed from pillar to post repeating the same thing...the last customer service person I spoke with confirmed the router she has is not compatible and they would send one via Royal Mail - 3 to 5 days. So now my 87 year old mother has no way to receive or make calls. I was offered £10 compensation which I refused. I have sent a complaint via email. I have told them I will be contacting them to discuss her contract as she is not happy with the service received.TalkTalk are not fulfilling their part of the contract so I could cancel the direct debit and end the contract early and move to BT who actually look after their customers...as I am one!

[ferguson]

@Casy_duke 

Yes, please start a new thread in the Home Phone section as it is a completely separate issue and this topic is already confused enough! 

[DJI_MINI_2_SE]

I don't think it will be necessary as its your thread from the beginning.

[Casy_duke]

Hi, thanks for the links. Apparently it's common fault and it seems that TT fix it somehow? Should I start a new thread? 

[DJI_MINI_2_SE]

@Casy_duke 

Some threads on the subject that may help - 

https://community.talktalk.co.uk/t5/Full-Fibre/Phantom-Missed-Calls-since-Full-Fibre/m-p/3086204?sea...

https://community.talktalk.co.uk/t5/Home-Phone/Missed-calls-on-landline/m-p/3072882?search-action-id...

https://community.talktalk.co.uk/t5/Fibre/MISSED-CALLS-ON-BROADBAND-PHONE/m-p/3050571?search-action-...

https://community.talktalk.co.uk/t5/Fibre/Missed-Calls-on-Broadband-phone/m-p/3027406?search-action-...

[Casy_duke]

Hi Arne, I only received one returns bag with the first router that arrived on Friday that is now set up with my DECT phone connected to it.

I had a call from a Manager this morning (based in Salford, UK) to discuss my complaint and he advised to use the same returns bag. So the bag will contain the old router and two new VOIP routers. I've just checked the boxes and the two extra routers didn't contain returns bags anyway.

On another note we now have an issue with the phone showinh "missed calls" every 20 mins or so..

 

could you advise why the DECT phone connected to the the new router keeps showing missed calls (with no details) but the phone does not ring. See below. We have received around 30 today...received all through the night and this morning. I clear them from the call log but obviously can't keep doing this.

See attached pic of last call.

[Arne-TalkTalk]

Hi Casy_duke

Please return the routers in the provided bags, the complaint is showing as resolved since your post, 

Can you confirm

[Casy_duke]

Since my last message on Saturday morning I have received TWO more routers via Royal Mail. One on Saturday lunchtime and one this Morning 17th March. This must be costing TT a lot of money to send them via Royal Mail.

Now you can see why I said the Digital Voice Roll Out lacked good management and communication. 

Question : How do I return them? I am returning the old router in the grey plastic bag that came with the new router on Friday. Do I do the same with the addition routers received? Please do not send anymore.

Still awaiting for a call from a "Manager" to discuss my complaint - see text below from LiveChat on Friday.

Londeka|10:53 AM

Thank you, the manager will be in contact within the next 24-48 hours.

[Casy_duke]

Thankfully, the new router arrived yesterday (Friday 14th). Spoke with two helpful TT customer service advisors and managed to get the new router and digital voice landline set up. 

I feel if the router would have arrived before the actual switchover date on the 11th this would have been a smoother process without the need for around ten hours on the phone/livechat.

[Casy_duke]

Whizz Kid, I was referring to the management and communication of the roll out of Digital Voice by TT - not the community support staff.  A TT member of staff admitted that TT couldn't cope with the demand and there was a backlog. No wonder there are a lot of unhappy customers. 

[DJI_MINI_2_SE]

"Bad management and communication..."

That's a bit rich calling the staff here who have tried their best to help you out for bad communication,  Gliwmaeden2 pointed out in the post below this was case by your "Bad Communication"  causing confusion by posting in two different threads at the same time,  you may not like that fact but in this instance it is a fact.

Gliwmaeden2 - 

@Casy_duke, the issue was totally confused by you posting on other people's threads where the reply was relevant to the cases where people are coming off copper leave behind. This is why it's SO important not to do that. There you wrote, "My 87 year old mother had the same letter in January. I confirmed with them that she would like to switch to Option 3".

Now, in your own thread, thanks for clarifying the point.

It should be possible now for staff to deal with your mother's situation instead of the distraction from other people's cases.

[Casy_duke]

Thanks for update....So we wait. Why wasn't this sent before the switch over? 

I have spoken on Live Chat and they have confirmed I am entitled to compensation for no service (this is on your website also) because of TT incompetence. I have also discussed the procedure a customer must take to end their contract early.  I have saved a copy of the live chat to my email also. No wonder TT is getting so many complaints and customers leaving. There are many other customers on here that are just as infuriated with TT service. I was also told today a "manager" is also going to call me within 24-48 hrs....let's see. 

Bad management and communication...

[Arne-TalkTalk]

I have PM'd you the tracking number 

[Gliwmaeden2]

@Casy_duke, the issue was totally confused by you posting on other people's threads where the reply was relevant to the cases where people are coming off copper leave behind. This is why it's SO important not to do that. There you wrote, "My 87 year old mother had the same letter in January. I confirmed with them that she would like to switch to Option 3".

Now, in your own thread, thanks for clarifying the point.

It should be possible now for staff to deal with your mother's situation instead of the distraction from other people's cases.

[Casy_duke]

Please read my original post. TT have already switched my Mother's service to voip from copper on 11th March. She has not been able to make or receive calls for 2 days because TT did not send the compatible router/adaptor for it to work. So your response saying there is a backlog with requests and TT can't keep up with demand is nothing to do with my issue. Email below from TT regarding switch over was received on 27th Feb

 Apparently there is a new router/adaptor on its way...well that is what I've been told. I was told on Monday 10th an engineer would visit on Tuesday 11th to set it up for her but nobody turned up. So who knows...I'm not going to get an answer on here...or on live chat....

[Gliwmaeden2]

@Casy_duke, you saw on another thread, where you posted, that another customer was told that there's a backlog in fulfilling the requests to set up VOIP instead of paying £12 to keep the copper line.

https://community.talktalk.co.uk/t5/Full-Fibre/Change-to-digital-voice-timescale/td-p/3102382#M37704

Having set you all a deadline, Talktalk can't keep up with demand.

If you have put in a complaint there is little any staff can do - they should be able to check whether there's a Digital Voice Adapter/ Eero etc on its way.

Please don't post further till you hear back from them. I'm re-escalating this thread, so you must now wait for them to reach it during the day. 

[Casy_duke]

I've tried live chat and tried calling "customer services"... over the last 2 days...probably spent about 8 hours on my mobile listening to the irritating music..getting passed from person to person...I see there is also another customer complaining about the same experience. Surely someone at TalkTalk can see how awful the experience is. What's the point in even chatting on here! A waste of time. TalkTalk are not providing a service. 

[DJI_MINI_2_SE]

@Casy_duke 

As Gliwmaeden mentioned above -
"Your post is in the queue for attention from staff"

The staff work on oldest threads/posts  first if you keep adding more posts to your thread it pushed it further back down the queue they will answer as soon as they can,  in the meantime have you tried live chat rather than phone support -

Live Chat | Chat Online to Customer Service | TalkTalk

[Casy_duke]

Is there anybody there? Why didn't TalkTalk send the correct router/adaptor before switching off the landline? Second day without a phone. We are paying for a service that you are not providing. Extremely annoyed and let down by TalkTalk. Hopefully the new router/adaptor will arrive tomorrow. 

[Casy_duke]

Any news? How do I arrange an engineer visit to set up the new system? Apparently the new router is on the way. Second day without landline. Not good service.

[Gliwmaeden2]

Thanks for posting your own topic, @Casy_duke.

Please just follow up on this one, as posting the same issues in other people's support threads can slow down help for the OP, muddle the thread, makes extra work for staff, often results in unwanted extra notifications being sent to the original poster......

It's therefore called "spamming the forum" with a topic.

The place for discussion is in the lounge area. 

Your post is in the queue for attention from staff.