Here we go again contract renewal

[JohnCook121]

My contract ended at the end of April so what ever deals I was getting ended, I only noticed when the wife queeried why we were spending £70+ a month with talktalk !! It transpires that theyve been charging me £16 a month for unlimited UK calls (we dont have a land line phone) and use our Tesco mobiles.

Anyway I made my first mistake by using the TT website to cancel the unlimited boost last saturday all completed ok (or so I thought) . I then phoned CS to re up my contract which all went fine until she came back and said there was an order stuck in the system that they cant clear and she needed me to wait until monday when she would call me back.

To be fair she called me back yesterday and explained that she would put me on hold whilst she talked to a colleague about my problem. Thats when she put me on hold with that awful music, I wear hearing aids and that music sets them off its a painful experience. When she came back after 4 minutes she reported that she was talking to a colleague and would be gone for another "4 minutes" I asked if she could put me on hold without the music but she couldnt, this went on in "4minute" sessions for nearly an hour at which point she said she would have to escalate my case and would phone me back today at 10:00hrs its now 10:30 and going by past experience shes unlikely to back at all. If she doesnt it means I have to start the whole brain numbing experience from the start again. It took nearly a year of this for me to get fibre, I just dont have the will to go through it all again. Sky is only a couple of quid dearer but Ive been with TT from the start

[nambuso-TT]

No worries chris3232. Please do start your own thread and we will look into this for you.

[chris3232]

Sorry. You right. I should have switched back to my own post. Apologies to John Cook.

I put up a reply to say I had similar and it sort of run away.

[ferguson]

Hey @amahle-TT, no worries, it's all part of the learning curve!  🙂

[amahle-TT]

@ferguson my bad, @JohnCook121 I am sorry for what happened please do try to call again Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed. I would really love to assist further but here is the team that will help with this, thanks.

[ferguson]

@amahle-TT 

Forgive me, but you are not replying to the person who started the thread i.e. @JohnCook121 , but another customer who has interjected namely @chris3232. I appreciate the latter has their own issues, but they should be dealt with in their own topic. 

[amahle-TT]

Alright, we will be waiting.

Take care

[chris3232]

Hi, Thanks for taking an interest in this, Amahle TT.

It has felt like a David and Goliath situation. In facts two Goliaths, in what seems to be an unhappy relationship with each other (Talktalk and Openreach) I'll update when something happens.  

[amahle-TT]

Okay, please do let us know how the call goes but everything should be resolved by the call you will receive.

[chris3232]

Thanks. The trouble is for me it's going to take a good deal of work trawling through 5 months of transcripts to prepare the case for CISAS. But then I have nothing else to do while I wait 90 minutes for the complaints dept to call me in the allotted window.  

Update: Complaints department (Philippines) did call within the time slot. They wanted to close the complaint!!! I refused. The person was not even aware of the update that a Talktalk helpdesk person had agreed to add to the complaint a day or so earlier.  How do you deal with a customer service desk that is to supposed to communicate with Openreach on behalf of their customer when they are unable to actually communicate with Openreach effectively or their customer?  Do Talktalk actually understand what the words 'Customer service' mean?.  I don't thinks so. 

We also discussed the fact that the contract (with its 2 year inflation protection) starts at order time NOT go-live date) so my 2yr contract now has 18months  left to run even  if go-live were to be today, which it patently wont be. We briefly discussed compensation, but I want to see how big a hole Talktalk dig themselves into with this debacle.

Next: I have been promised a call back from a UK person in 2-3 days.  

[amahle-TT]

We really do apologize for this, please do let us know how the call goes, thanks.

[chris3232]

Have I experienced the same issue, you ask ?

Yes,  with the various help desks, involving long waits often taking half a day of my time while being passed from help desk to help desk.  Each person puts me on hold while they they read the ever-longer log of the call. My actual underlying issues are on other posts and are all to do with a switch to Fast Fibre  first ordered on 18th January. In my case I am still no neared getting Full Fibre installed. I have a second formal complaint with Talktalk, which has exceeded the 100 day CISAS trigger.  Like a fool I closed the first complaint on a promise that never materialised!

I am expecting another call from the complaints team today,  from 1200-1400 today.  They have a good deal of reading to do, so from past experience I expect that the call will probably happen some time after 14:00 if at all.   Time now 12:26   

[kanya-TT]

I am deeply sorry, and we would like to take your feedback. Have you experience the same issue?

Kanya

[chris3232]

This won’t help but my experience of  the TalkTalk’s “help desk” is exactly the same as yours. Please hang on in there . The whole situation needs to be exposed.

[kanya-TT]

I can see the converstion you had with the agent they have mentioned an escalation was made for you, to remove the stuck order. In cases like these usually the escalation take time to be completed. I would suggest you call in Tomorrow for an update.

Kanya

[JohnCook121]

Well theres another end of chathour and 40minutes I wont get back and Im no further on

[kanya-TT]

We apologize for the delay in the Customer Service Representative returning your call. To resolve this issue, we need to involve the Full Fibre Order Management Team, as it seems the matter is not being addressed by the appropriate team. Please use this link: How to contact TalkTalk Broadband and request to be redirected to the Full Fibre team. Alternatively, you can call 0345 172 0074 for assistance.

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Kanya

[kanya-TT]

Hi, @Gliwmaeden2 maeden2. Thank you for following up on @JohnCook121. It's crucial that we register accessibility requirements, this will allow TalkTalk to assist all our customers in the most comfortable way possible in the future. Regarding the contract, we do not handle renewals, but we can provide guidance on the next steps to take and leave notes for the next representative to be aware of the situation.

Kanya

[Gliwmaeden2]

Contract renewal cannot be done through forum staff, @JohnCook121.

They are not authorised to do it, only to check that it has been processed etc.

Chat does have the authority, and you can keep the transcript as well as your contract documentation. 

Catch Live Chat during opening hours listed here:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[JohnCook121]

Hi Kanya

Thanks for geting back to me, the staffer I talked to mentioned accessibility issues but ultimately I had to be online listening to that awful piercing music whilst she talked to her colleague because she didnt have the abillity to talk to another employee and then phone me back with a resolution. ( not that shes phoned back yet as she promised she would an hour and a half ago ! Ive been here before with TT. A perfectly simple operation turns into a major fiasco. All I want is to re-sign my contract I dont want to spend hours on telephone doing it. This is the same problem I had for MONTHS 2 years ago upgrading to FF. Everytime an order was olaced itr would get stuck freezing the account each time I called I had to start the whole brain numbing performance again. Why does the TT system not work ?

[kanya-TT]

Hello, @JohnCook121. I would like to thank you for bringing this to our attention here at the community and I am extremely sorry for the awful and rather unpleasant experience you've just had both from our CS team and for the issue around your contract. Also, I will check for you if we have registered for accessibility requirements, if not we we'd like to offer that for you as we do at TalkTalk cater for all our customers with any need for a better customer experience. Because this may be information sensitive, please let's proceeds on DM's. Furthermore we will investigate what occurred and provide guidance on the next steps.

Kanya