Ongoing problem with my landline.

[Redeel]

I spoke to your team yesterday about an ongoing fault with my landline, where I cannot make or receive calls on my copper landline. The chat culminated in your team telling me that you had checked and I would be getting a call from your Complaints Manager today between 14.00 and 16.00. I did not get this scheduled call although I set my time aside to ensure that I was available. This is now the second time it has happened. I was promised a callback on the 9th of January and that also did not happen and no explanation was given. What can I do next about this very poor customer relations?

[Philile-TT]

@Redeel I understand.

[Redeel]

It is not just concern, it is much more a case of expecting a meaningful dialogue regarding the status of this ongoing fault and promises being kept by your team.

[Philile-TT]

I understand your concern. We apologise for the inconvenience. 

[Redeel]

Thank you, but it is very poor customer relations when I am told that a call is scheduled, does not happen and not even get a quick text/email to inform me what is happening. In normal business circumstances, this would have been the minimum courtesy extended I would expect to be extended by your team

[nambuso-TT]

Looking into your account, I can see that there was a follow up booked for you today, what a follow up means is that the complaints manager handling your complaint will look into your query to see if there are any updates for you, once there is an update available the complaint manager will get in contact with you. if you do want to get in touch with our full fibre team sooner you can use the below details. I will update your complaint for you as well to let the complaints manager dealing with your complaint know that you have been in contact with us. 

Contact Number: 03451720074  

Opening Hours: 

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

WEB MESSAGING - Mon-Fri: 8am-9pm; Sat: 8am-7pm; Sun: 9am-7pm

Alternatively, you can use the below live chat link:

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529

[Redeel]

Thank you for adding the link.

[Gliwmaeden2]

For reference, @nambuso-TT :

https://community.talktalk.co.uk/t5/Home-Phone/Unable-to-use-my-Copper-Landline/td-p/3142121#M167012

[nambuso-TT]

Hi there @Redeel. I am very sorry to hear this. I wll look into this for you.