TALKTALK CONTACT ME NOW!

[ExtremelyUnhappyCustomer]

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

[Debbie-TalkTalk]

Hi @ExtremelyUnhappyCustomer 

I'm so sorry to hear this.

I have applied a credit to cover the engineer charge and this should show in My Account within the next 24hrs.

Debbie

[Gliwmaeden2]

Re-escalating this for you, @ExtremelyUnhappyCustomer.

[ExtremelyUnhappyCustomer]

My apologies for not replying sooner but I have had just about enough of dealing with TalkTalk, this company is a joke.

My current situation is that I have no internet…..

It did come back miraculously (I have no idea how or why all of a sudden internet was back) but no I have been sent a bill of £165. This is absolute lunacy, I contacted talktalk yesterday to explain that I do not owe all of this bill and that there was an engineer charge of £75 attached to it. I was told that as my internet had been cut off they would reinstate it and I would receive a call to waiver the engineer charge at the agreed time of 6pm today, the call never happened.

I got in contact with talktalk at 6.30pm to find out what was going on? Nobody had an answer as to why i was not called back so once again i went through the arduous process of security etc etc, i eventually spoke to someone who put me on hold and put e through to the wrong department so again i was made to hold until i was in the right department, ridiculous.

After having the same conversation as id had with the person the day before i was told that the supervisor will only waive £50?! I debated with them as to why i was not having the full amount waived considering the engineer had told myself and you that you had sent me a faulty router (this was in his notes) and it say on your website that i would only not be charged if the router was faulty, the response to this was we will only refund £50 as per our terms and conditions.

This is now bordering on criminal and having false information on your website if that is the case.

i said i will not accept that and want to speak to a manager, he then abruptly hung up the phone on me. I received a call about 30 seconds later from talktalk and as i was still looking at my phone i answered it within the first ring but as i did they hung up again.

i now once again have no internet as they have cut me off for not paying a £165 bill and are refusing to remove the full engineer cost as stated that they would do on the website.

i need to speak with management ASAP, this is all recorded including all of the phone calls and is starting to look pretty damning for when i approach the communications ombudsman.

Debbie you have actually been very helpful along with others on this thread but talktalk as a whole is a shockingly inept company who clearlycouldn’t care less about their customers.

Highlighted

[Debbie-TalkTalk]

Hi @ExtremelyUnhappyCustomer 

Have you spoken to our faults escalation team again?

[Debbie-TalkTalk]

HI @ExtremelyUnhappyCustomer 

My colleague James has advised that they have contacted you and will be contacting you again later this evening.

Thanks

Debbie

[Debbie-TalkTalk]

Hi @ExtremelyUnhappyCustomer 

Apologies for this.

I've passed this straight over to our faults escalation team and asked them to make contact with you as soon as possible.

[fr8ys]

Hi all,

I suggest we leave this until tomorrow for @Debbie-TalkTalk to respond, given the information in the other threads, allegedly from phone support staff, regarding the power supply issue.

I'm sure she will respond once it's been checked out.

[ExtremelyUnhappyCustomer]

yes multiple times with the cables provided from each new router plus my own, all cables and power supplies have been changed

[DJI_MINI_2_SE]

I know its a long shot but have you switched the Ethernet cables as well?

[ExtremelyUnhappyCustomer]

I dont have anything else i can use unfortunately, that being said this is my third router and i have tried the new power supplies with all of them but still nothing, i cant imagine ive had 3 faulty power suplies and routers though, this has to be a problem with the router settings on TalkTalks end.

[fr8ys]

Well that set up seems fine.

I know this sounds silly, but do you have a power supply from another device that has the same rating as the router cable that you could try?

I've seen 2 other customers recently mention this and that the router works with an alternative supply source?

If so give it a try, if not, as @Gliwmaeden2 says, staff will be back Monday to pick this up.

[Gliwmaeden2]

The support team will be back on here to follow up after the weekend, @ExtremelyUnhappyCustomer.

[ExtremelyUnhappyCustomer]

confirmed

[ExtremelyUnhappyCustomer]

routerThis is the router, power lead is plugged in and the new ethernet cable is plugged into the pink WAN port, nothing else attached

[Debbie-TalkTalk]

Hi @ExtremelyUnhappyCustomer 

I'm really sorry that this is still ongoing.

Could you confirm the information requested in @fr8ys post please?

[fr8ys]

This is weird as the router should just plug in and work.

What router have you been sent as I cannot see it's mentioned in the posts.

Could you perhaps post a photo of the back of the router showing which ports things are plugged into please?

I'm assuming you have also changed the ethernet cable to the new one sent with the router or if not how do you link the ONT box to the router?

Thank you.

[ExtremelyUnhappyCustomer]

no its still the same blinking orange light, i can connect my laptop via ethernet directly to the open reach port in the wall and get internet but still not through the router, surely this has to be a router settings issue from talktalks side?

[Debbie-TalkTalk]

Hi @ExtremelyUnhappyCustomer 

Has it connected this morning? The line is showing in sync and connected.

[ExtremelyUnhappyCustomer]

Hi

my apologies for the late reply, I have not been home for a couple of days.

I received the router, set it up but still the same, blinking orange light

[Debbie-TalkTalk]

Morning @ExtremelyUnhappyCustomer 

Have you received the router?