I migrated from Shell ( non-fibre internet plus phone) in August 24. I asked Talk Talk to upgrade me to full Fibre plus VoIP phone service. City Fibre installed it on August 8th. The broadband worked fine, and they said the VoIP would go live in a day or two. It didn't. They had left the copper o/h to my bungalow in situ, and my old landline continued to work for a few days, then went dead for i/c and o/g service. The VoIP still did not go live, and, to this day, 4 months later, it is still not working.
I have spent countless hours repeating myself to innumerable Talk Talk people. I have been passed from one "team" to another, and back again. I have never been called back on my mobile or email address. I have sent emails for the attention of the CEO, Ms Susie Buckridge, and have written to her 3 times at 2 different Talk Talk postal addresses in Salford. I have not had any reply, or even an acknowledgement.
The ethos at Talk Talk seems to be not to commit to helping the customer in any constructive way. They pass you over into another queue to another "team", they tell you there was an error in the initial order, or that the order was "stuck". They have told me on several occasions that the line "will be connected in 2 to 3 ( or 3 to 5) business working days". Yesterday they invited me to raise an official complaint, which I did. I was told I had a scheduled follow-up for 10am to 12pm today. I asked whether this would be a phone call or email, but did not get a firm response. The "chat" was ended by them. Then I got an SMS to tell me my complaint had been escalated to an Executive Complaint Manager, who "will be in touch within 2 working days.
I am not holding my breath.
