Talktalk have provided the worst customer service I have ever known from any company I've ever had the misfortune to deal with and it's been impossible to get any actual help.
Landline went down last Monday/Tuesday, phone handset stated "line fault error", no dial tone but broadband working fine. Initially thought it may be my handset so bought a new one, replaced it on Wednesday. Nothing. No dial tone. Spent about half an hour on the online chat service, went through the line tests, took the faceplate off the master socket, tested direct into the test socket with no filters etc. Still nothing no dial tone. Talktalk said engineer would be sent out to investigate on the Thursday. Come Thursday engineer came to the property, didn't once look at anything, simply stood there and told me that as I'd already done the line tests he would do then the fault was outside my property and that it would be an openreach issue. Engineer simply stated that it was a "high frequency fault on the line at the exchange causing the issue". He stood there with his iPad and supposedly booked an openreach engineer for the Saturday. In the meantime when I did a status check on my online account it states everything working (err not true?). I then had an email to say that my fault had been resolved and the case closed??? Err again no. Come Saturday no engineer appeared by Monday still no working phoneline. Started the laborious task of the online chat bot again spent 45 minutes on there re doing all of the same stuff as on Wednesday. Got told to call customer services and given the number. Assumed this would be quicker... how wrong I was. 2 hours and 3 minutes on the phone to customer services getting bounced around various departments, some of which couldn't even locate my account despite me holding a bill in my hand and reading them the number. Absolutely irate at the level of incompetence. Eventually ended up with an operator who while they were helpful the phone call was agonisingly slow due to the 20 second time delay between speaking and the operator hearing and vice versa. Where is your call centre the moon? Anyway, after repeating myself for God knows how many times, I was then informed that there was no open reach engineer booked and that the case had been closed? Like seriously guys, how is that even vaguely appropriate behaviour? You haven't done anything or fixed the issue, you closed the case and didn't send the correct engineer. They then said they had booked an openreach engineer for today between 1pm-6pm. Guess what... no engineer... no working phoneline...case status on my online account changed to resolved... seriously? No seriously? What is going on? Can I have a human being rather than a chatbot actually communicate with me and fix this. This is some next level garbage customer service. I've had to resort to posting on here as I can't actually get any help from the supposed customer service departments.
