Hi Michelle thanks for checking in.
The DVA arrived and set up without issue. Only problem is when I do a connection test on my account it still says there is something wrong. I did start a chat to figure out the issue and after testing my device I was told that I was getting huge drops in speed periodically as my PC WiFi adaptor works on WiFi 5. I was strongly advised to buy another eero router from TT.. I asked if it made more sense to just buy a WiFi 6 adapter for my PC as this was much cheaper and would solve the issue, but the agent Peter then said he was going to transfer me to someone else as I had an open complaint. I waited over 3 hours and Peter did not transfer me to anyone. I took lots of screenshots to show the time between the message saying he would transfer me and the lack of any response.
I have to say that complaints at TT are dealt with like no business I've ever seen in my life. I work for a company regulated by the FOS and if we treated a customer who had a complaint like I've been treated we would be in serious trouble.
I've asked Arne on another post to please give me an email for the dedicated complaint team, as the Customer Loyalty team who are meant to be dealing with my complaint just won't do anything. I've been waiting weeks for even a call to speak to them about it. I was told by one agent I was definitely eligible for the ofcom automatic compensation because my new service wasn't started until almost 2 weeks after my go live date, and that was only because I started a chat and then called TT to raise the issue. I was promised a call from the complaint handler, they did not call, so I rang TT and was told they did try to call me.. I have uploaded screenshots of my call log on another post to show no one called me but I was told they did and so the agent I spoke to implied I was lying about not receiving a call. I spent an hour on that call to them to try and get help with my complaint but was refused and they did say someone would call a few days later but that also never happened.
It's now been 2 weeks since I was told the complaint handler would be in touch but I've had no contact by phone, email or text.
Please Michelle can you provide an email or direct number for the actual complaint team, not the customer loyalty team as I have not been able to get any help from them via phone or chat. There must be a senior complaint team as I can't imagine customer service agents deal with complex complaints and this has gotten so ridiculous now because of the issues I've had at every possible step. All I wanted originally was to get the connection I had signed a contract for and for the automatic compensation I was eligible for. I understand the compensation can take up to 30 days but since I've not spoken to a single person about it or the complaint I doubt it has been raised at all.
