Move engineer booking

[CaptainDallas]

Hi,

This is a simple request I think, but can't see a way to do this online.

I am upgrading my broadband from Fibre 65 to Fibre 500.

An engineer has been booked for 24th January 2025, in the afternoon slot.

However, I now have a hospital appointment then - so I want to change the appointment to the same day (24th January), but the morning slot.

Please someone confirm this can be done?

Thanks.

[DJI_MINI_2_SE]

I don't have time to check how many customers are leaving each ISP but as you keep pointing about terrible customer service you may find these figures interesting - 

HERE ARE THE FULL BROADBAND FIGURES FROM OFCOM

Two ISP's have less complaints, two draw and four have more  😉

SKY • 5 complaints per 100,000

PLUSNET • 6 complaints per 100,000

TALKTALK • 10 complaints per 100,000

BT • 10 complaints per 100,000

VODAFONE • 12 complaints per 100,000

EE • 14 complaints per 100,000

VIRGIN MEDIA • 15 complaints per 100,000

NOW • 18 complaints per 100,000

The UK's broadband has been put under the spotlight once again by telecoms regulator Ofcom and there are some big winners and losers. Throughout the year, all major Internet Service Providers (ISPs) are given the once over for how many complaints they receive and although the latest stats show a downward trend, there are still some doing far better than others.

Coming bottom of the pile in the latest Ofcom figures is Sky-owned NOW with the firm posting a result of 18 complaints per 100,000. That figure is quite a shock as Sky's own broadband service actually came out on top with the ISP scoring just 5 complaints per 100,000.

It's unclear why there is such a big difference between Sky and (Sky's) NOW but Ofcom said most of the moans had come from users annoyed by how their complaints were handled.

Along with NOW, Virgin Media also performed worst compared to its rivals with the popular supplier seeing 15 complaints per 100,000.

As we mentioned before, Sky scored the fewest moans followed by Plusnet (6 complaints per 100,000), then TalkTalk (10 complaints per 100,000) and BT (10 complaints per 100,000).

The 'worst' UK broadband confirmed - is your internet provider on this list? - Mirror Online

[DJI_MINI_2_SE]

"It's a net figure - As of August 2024, TalkTalk had in excess of 540,000 fewer customers than they did 18 months previously. That's why I am staggered that there is so little focus on customer retention"

So TT lost 540,000 in 18 month, BT lost 126,000 in 3 months! as i said no ISP has 100% customer satisfaction!

Bhaiv

Aspiring Contributor

on ‎27-07-2023 

Why has BT lost 126,000 broadband customers in three months?

Maybe BT should listen to customers rather that annoy them. I would suggest:

Go to solution

:

[ShoreRam]

It's a net figure - As of August 2024, TalkTalk had in excess of 540,000 fewer customers than they did 18 months previously. That's why I am staggered that there is so little focus on customer retention.

If you want to understand their financial issues, just google it, they are led by donkeys. Pay particular attention to Deloitte resigning as their auditors in October and the fact that they hadn't paid their Openreach bill. 

With regard to other suppliers, I've experienced telecoms customer service from a variety of providers and with a mixed degree of success. Nothings comes close to the ineptitude I've experienced with TalkTalk - You will have seen on my own particular complaint that after 32 days offline and no support from TalkTalk, I'm told to 'bounce the thread on Thursday'. Alternatively,  on WhatsApp, I'm told that the agent has made notes but is unable to talk to the case manager as they're in another complaints department (*@#][!![]'#[@#]!*!). Phone? Yeah, been there done that, I don't fancy checking that the power is on for the ONT again 🙂 

[DJI_MINI_2_SE]

"I realise you're a TalkTalk evangelist which I don't understand, but that's your choice"

No evangelist just a customer pointing out that there are many many more happy customers not posting how happy they are in a help forum than those that are having problems and who need help!

 My personal experience has been abysmal, the worst I've eve had, others likewise and you seem to think it's all immaterial and just want to mock them. 

I am not mocking merely pointing out that calling the staff here unhelpful when they had explained more than once in the thread they cannot change install dates totally unfair.

You pointed out they are losing customer do you have information for the amount that are joining?

A reality check -  look at this screen shot from the ISP unhappiness forum from one of the biggest broadband forums on the internet you have to go back to to 12/2/2022 to see a post about TT and that is a business account, where are all these TT customers flocking to as you can see from the list Virgin, Plus Net, Vodaphone, Zen, Virgin, Befibre, Gigaclear and EE/Openreach all get their share of complaints yet you would believe if you listen to people like yourself only TT have unhappy customers and all other ISP's are doing a wonderful job, i will say again no ISP has 100% happy customers! 

Screen shot here -

https://ibb.co/gTRmYGL

[ShoreRam]

I realise you're a TalkTalk evangelist which I don't understand, but that's your choice. Here's the thing though, there will be TalkTalk staff worrying and maybe losing sleep at the moment, TalkTalk is in a perilous financial position, they currently cannot service their debt. TalkTalk lost 340,000 customers in the year to Feb 2024 and a further 200,000 between then and August. They are expected to lose at least 250,000 in the first half of 2025. Given all this and the swathing job cuts that are underway the yeah, I reckon some poor souls may be worried.

Given all this, why does TalkTalk appear to be so unconcerned with customer retention? My personal experience has been abysmal, the worst I've eve had, others likewise and you seem to think it's all immaterial and just want to mock them. You must understand that when people have poor customer experience they are very vocal about it, that's more true today than ever before given the ease of information sharing. TalkTalk need to recognise this, and quickly.

[Chris-TalkTalk]

I'm sorry about the issues rearranging the engineer visit, this is due to Openreach's appointment booking system, unfortunately it's outside our control

Chris

[CaptainDallas]

I did try that number, yes.

But I was told I could not rearrange until 13th January...

[DJI_MINI_2_SE]

Reality check time.

You asked if its possible to move your appointment.

You were told yes but you would have you contact TT support yourself as the staff here are unable to do it

You then say -

"Every time I have required some sort of assistance from TalkTalk, you've been unhelpful."

I don't think the staff here could have been any more helpful its your fault you were  unable to take on board the fact they are  unable to move  appointments

As for-

"I'll remember next time contract renewal comes up"

I doubt any of them will be losing any sleep after the way you have spoken to them here.

[CaptainDallas]

I've moved my hospital appointment for my heart - a simple task that required one phone call. A task beyond the abilities of TalkTalk. So I'll keep the original appointment for the 24th January.

Every time I have required some sort of assistance from TalkTalk, you've been unhelpful. I'll remember next time contract renewal comes up.

[Debbie-TalkTalk]

Hi CaptainDallas

I'm sorry to hear this.

Did you contact the team on the number provided on Gliwmaeden2 last post?

[Gliwmaeden2]

@CaptainDallas, sorry, but the only people who could move the appointment would have been Talktalk support staff and they are not on here as late as 5pm on Fridays. 

The quickest way to change it would have been through agents on 03451 720088 [open till 7pm] or Chat - live till 9pm.

That's still worth trying, during the day, if there's any problem changing the hospital appointment. 

[CaptainDallas]

Right, can't help thinking if this has been dealt with when I posted, it could have been moved.

I don't trust TalkTalk at all, so I'm going to keep the original appointment and try to move my hospital appointment.

I have a life-changing condition, but such is the poor service I'm receiving from TalkTalk, I don't want the stress of trying a simple rearrangement.

[Chris-TalkTalk]

Hi CaptainDallas,

Yes, I'm sorry but you will need to rearrange the engineer appointment for a later date

Chris

[Gliwmaeden2]

@CaptainDallas, it may be harder to make it sooner, rather than later.

If you have not been given a contact number, use the normal contact details here, ASAP to widen the choice of dates / times:

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

Staff will not be on here over the weekend. They should be able to double check any arrangements for you once they are back again next week. 

Is it Openreach or City Fibre ....as they may have different arrangements  / flexibility for changing appointment times?

[DJI_MINI_2_SE]

If i remember correctly the conformation email from TT gave a link to use to change the appointment.

Edit to add 

I was wrong about the link the info is below - 

You can change your engineer appointment anytime up to 4pm the working day before - just give us a call. Unfortunately, as the Openreach engineers are in high demand, we won’t be able to book a date that is sooner.