I am putting this post up so that maybe some other unfortunate people can see how shambolic and useless the support is and how talktalk treat its customers….
February 12th my router stopped working for the second time in a month, the first time seemed to be an easy fix, change the Ethernet cable from port 4 to the WAN port and happy days it’s working.
The second time around however it wouldn’t be as simple……
I contacted talktalk on the day the router failed and to be expected was asked to go through the normal process of checking ONT box, router, connections etc. once established that there was nothing more I could do talktalk agreed to send out another router in 2-3 business days, great news! So I thought…..
4 days go by and no router, I contacted talktalk again… they had made an “error” and would get one sent out in another 2-3 business days, the 7th day comes and what a surprise, no router. I make contact again this time to be cut off every time I am in a chat with an agent (the only way to communicate by the way) the following day it arrives, I put it together and turn on….. nothing still nothing it simply will not stop the blinking orange light.
once again I am on the chat service spending more hours of my life waiting to talk to agents, finally connected to one I am told that I will need an engineer sent to fix the issue.
March 4th an openreach engineer comes to my home and spends 1.5hrs trying to fix the issue but was unable to resolve it or really u destined what the problem was, apparently the signal from talktalk was fine but no matter what he could not get it to connect with the modem, he suggested a new modem again as his only thought was that talktalk sent me a broken router….
once again I find myself on these ridiculous chat services waiting g to speak to agents… finally I speak to one just to be told they will not send another router because one has just been sent even though the engineer had left that in his notes! I am now at the point of frustration and tell them I will be requiring compensation for the amount of time I have had no working router to which I was told surprisingly I could get compensation for each day I haven’t had service.
Everyday since then I have been in contact with talktalk using the stupid chat services waiting and spending countless hours of my time trying to get some sort of resolution to this but to no avail, the agents began to end the chats because they had no more spiel to give me from their scripts and would all tell me to continue to pay my bill even without service!
absolutely shocking and disgusting behaviour from this network as I sit here still without a working router, no resolution from talktalk and completely unwilling to raise this issue to anyone senior, manager etc.
I have been taking transcripts of all the chats to prove the ineptitude of these people as well as proof that I was told I would receive compensation which i am now being told I would only receive when the issue is fixed?! Which they are not planning on doing?!
I asked to speak to a manager yesterday and was put on hold or whatever the equivalent is on the stupid chat thing and left there until beyond the closing hours on purpose I’m sure.
To talktalk I am collating all relevant information ie chats logs, transcripts, dates, hours wasted, engineer notes etc and will be approaching the communications ombudsmen unless you contact me immediately and resolve this issue, I refuse to use your chat services any longer and will only communicate through phone call
