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Been Unable to Add TalkTalk TV

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Blofeld
Team Player
Hi Karl

Just wondering if there was any update on Openreach and if they had got their act together and sorted all these stick orders sorted.
Hope you have a good weekend.
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
Blofeld
Team Player
Second call from overseas complaint department trying to get involved and saying I’d made a complaint (I haven’t yet) and they could fix it.
Told them “again” it was being sorted by community team, that I didn’t want them involved, so “Goodbye”.
Then they sent a text saying they had tried to get intouch but was unable too (Lies as I spoke to them) and if I wanted it sorted, to contact them, just makes me more frustrated.
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
Blofeld
Team Player

For anyone that has looked at this thread, thought I would give an update, I Can’t quite believe that after all this time my answer is “Yes I still have the same problem and it hasn’t been resolved”. Although it appears that Openreach are now holding everything up and have been for weeks now. It’s fine if you have ONE company who are in charge of the whole physical network, but another when they can’t do the job properly. My patience on this whole matter is now being stretched very very thin, even better that I get a questionare sent to me by TalkTalk to ask how well they have done since I joined them and if there was any areas that could be improved. I hope they were happy with my VERY candid responses. 

Annoyed and now totally sick of the whole thing. “Over 2 months on a single Issue = Totally Unaceptable”

My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
Community Team

Hi

 

I'e sent a PM to you with an update.

 

Thanks

 

Karl. 

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Blofeld
Team Player
Got it Karl, hopefully that’s us on the homestretch with this problem, thanks as your help has been invaluable.

Cheers

Steve
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
Blofeld
Team Player
Incase anyone is wondering “yep the problem is still going on” so it’s that time again to ask “is there any update Karl”?

I don’t know about Karl but I’m bald as pulled all my hair out long ago due to the stress of all of this.

Steve
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
colin2345
Team Player
hi Steve. sorry to read of your woes. the same thing happened to me years ago. when Talk Talk took over from Tiscali.

just had broad band and phone with them but the new team [talk talk] persuaded me to up grade my package to include TV.

it never happened. for the first 6mths "we are dealing with it". next 6mths TV is not in your area just now but we will upgrade ASAP.
despite the fact others in the road had been watching it since it began.
so I filed a complaint and cancelled my subscription. and went to SKY.
one of the reasons I found out later [during their attempt to get me back]. was I had the wrong type of phone service. and it wasn't able to support TV streaming. A dispute had broken out between Talk Talk and BT over who would pay for the upgraded phone service neither would so I was left in limbo.
sounds familier to me. must say though the service is much better these days I came back last year as SKY got to dear and it's been great [apart from a couple of issues with equipment] so good luck mate. Karl will sort it.
Blofeld
Team Player
Hi Mate yeah Karl has been a Godsend, must admit if he hadn’t got involved I would have left. It’s a different problem than yours, unfortunately was made worse by advisors involved before Karl who kept saying it will be sorted in 5 days, this included managers who made the situation 50 times worse. But fingers crossed after a hell of a lot of stress, it looks like it’s on the way to being sorted. Not the kind of thing you want to face as a new customer and admit I’ve stopped two friends from joining TalkTalk. Just hoping that once it’s all sorted it’s been worth it, what needs to happen is a full investigation and some retraining of certain advisors and managers who basically told me a pack of lies. But Karl has worked hard at sorting it and deserves a medal for sorting what was a mess when he took over. Sorry to hear you had similar problems as I know how annoying and bloody stressful it can be. Have been keeping a basic log of time spent on calls, online advisors and also messages etc and I’ve spent well over 15 hours solid. But I guess you will know how that feels, glad you’ve got it sorted now mate and thanks for the post. Have a good weekend 👍
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
fre55die
Community Star

Hi @Blofeld

 

I do wonder if any of the powers that be ever try unannounced try LIVECHAT OR THE PHONE CS as I'm sure that their eyes would be opened if they tried it for themselves. I'm sure that a lot of heads would roll if they tried them on something more complicated than "how do I turn my box on !!!

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
colin2345
Team Player

HA HA oh yes we know. the other week my phone went dead. "it happens everytime open reach start playing around with the box at the end of the road"  so I have no phone and of course no internet or TV boosts. only way I can contact them is by mobile. now I dont have a contract as it is a pay as you go [just for emergengies] with a bit of credit on it.

25mins @ 45p a min just to get a appointment for an engineer.  nearly two weeks with no service I've paid for and £11.25 worth of lost phone credit. without anyone caring at the other end.

I kept telling them to hurry up as it was costing me 45p a min but no. just wait a min while I put you on hold to do checks. 10mins of music. "yes there is a problem on the line" then 10 more mins on hold.  

Blofeld
Team Player
Totally agree mate, some of the advice and having to repeat over and over again the problem, as your passed from one department to the next, each putting you on hold, just to tell you exactly what you told them in the first place. I honestly think it would be really beneficial to TalkTalk as a company if some of the senior management actually posed as a customer and saw how bad some of the advisors actually are. That Includes lower/middle management as the priority manager, gave me her word that she knew what the problem was and would have it solved in 5 days and would call me back. I never heard back from her and that was almost 2 months ago. All good in having good offers etc, but if your first line of customer service is as useful as a chocolate fire guard, then your not going to make as much money or more importantly to the customer, provide a service that leaves the customer feeling like they have been treated well and not like they just got mugged off.
Up until now it’s only Karl that’s kept me at TalkTalk, if it hadn’t been for his genuine concern, my D/D would have been cancelled and I would have left.

Good idea about bosses though and yep “eyes would be opened”
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
Blofeld
Team Player
That’s really bad mate, these people have no concept that they are dealing with “Customers” for example when it’s going to take 10 mins on hold, they should immediately be saying we will phone you back in ten minutes, so it’s not your phone bill getting hammered. It’s not hard to give good customer service, you just need to use your head.
What I would advise anyone with a major issue is use the complaints process? The only way as customers we can get a better service is if we let the people at the top know what it’s like to be a frustrated customer. Instead it’s drilled into us being British, not to complain, but I say if it’s a genuine issue, then Complain, Complain, Complain. As paying customers we should not have to put up with a sub standard service. I’ve saved messages, screen shots, you name it, because when your sold extra services or even a basic service, then if there is a problem, it should be Top Priority to keep that New Customer Happy, as they tell their friends, who tell their friends and with social media being the way it is, that crappy initial customer service ends up costing them dozens of new customers.

“Can you tell I’m bitter” 😂
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
fre55die
Community Star

Hi @Blofeld

 

An excerpt from a PM I sent and the reply from a relatively important person (I believe !!) in the TT organisation

 

"is 0345 172 0088 a special team or just the normal PHILLIPINES/SOUTH AFRICA ,  C.S. number because if it is the latter they won't have a clue and when their script runs out they will just try transferring to someone else with page 2 of the script etc. so call will be an hour with no resolution and the customer will feel that throwing either the iPad, the new router or herself out of the nearest window as the best option !!

 

Sorry to be so negative about them but the majority truly are a complete waste of space dragging the TT name even further down on the customer service issue. Unless essential I refuse to use the CS phone and now LIVECHAT again unless essential .

 

I had to use livechat over the weekend and was effectively called a liar and that TT hadn't sent the E-mails to me. NOT just me !!"

 

The reply

 

"I am sorry that you have received poor service / support.  That number is generic, as you say.  We do not have a specialist Trials Support Team.

 

I have passed on your feedback.Do you find the smae level of support when using on-line chat?"

 

MY REPLY

 

"I avoid both the phone guys and the live chat like the plague as they are both,  in my opinion,  a complete waste of space and time, if you happen to be feeling down or frustrated with TT using either of them will drive you to actual suicide.

 

In my case I saw a deal at £19.99 PM which included the calls boost for free. I followed the link was taken to the real MY ACCOUNT TT page with the deal showing in my basket. I followed confirm,clicked proceed and it confirmed it. About 15-20 mins later I got 2 separate E mails one confirming the BB and the second confirming the call boost. I looked on my account the next day and the call boost was showing as being chargeable So I went on to LiVE CHAT to query this. After almost an hour and 3 different "operators" I was told that the deal didn't exist so I couldn't have signed up to it on TT and that I must have signed up on the site offering the deal, the Emails couldn't have come from TT and neither he nor TT could or would either offer it to me or, honour it. He then tried  and tried to offer me a deal at £35 PM including calls which he said was a super deal (bear in mind that I was already on a £19.99 PM package and the boost is only £10 PM !!) . I had signed up on the proper secure TT site and the confirmation Emails had both come directly from TT. SO A BIG NO TO LIVE CHAT !!"

 

The offer was honoured for myself and a lot of other customers !!!

 

So it's not just you mate !!!

 

 

 

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
Blofeld
Team Player
That’s shocking and TalkTalk have only themselves to blame, I know they have had an overhaul and say their customer service has improved dramatically, but unfortunately that’s not what all of us have witnessed. And God you are so right with the getting passed from person to person, I think my record is 4 in one session. Each having to go through the same security procedures, plus only for the 4th person I dealt with to say “I will get someone to give you a call” ................ yep no call ever.

Even got a call from the welcome team two weeks into the problem, to welcome me to TalkTalk and ask if I was happy with everything. I was like “EH”? Are you for real? No everything isn’t ok, to be fair he tried his best to get it sorted and passed me onto a team that he said would deal with it. After explaining to the team member the problem, they said I will just put you on hold, only for the line to go dead. My phone “almost” got thrown off the wall, I think TalkTalk really need to relook at their business model and promote the people who know what they are doing and demote the ones that don’t. There’s also a major retraining needs to take place, but that post you just put up shows clearly how “insulting” it can be, when dealing with some advisors.
I don’t know if knowing that I’m not alone is better or worse 😆 I just hope that once this is sorted that everything runs smoothly.
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
colin2345
Team Player

don't hold your breath mate a whale can't hold it that long scream with fear face the service is poor in comparison to it's competitors. in the region of customer service but yes it is cheaper. this should not mean a poorer service however.  one of the biggest niggles with Talk Talk is the equipment. it way less reliable than the rest. just read some of the issues on this very forum this has stopped working or it won't do something else. every week or so a reboot is needed to keep it from switching something off. my sky box never failed in the 6years I used it. just had one problem in all that time. the picture went down. I rang the CS to report it. 1 hour later a engineer turned up to sort it. turned out there was nothing wrong with the equipment it looked like a large bird had flow into the disc and moved it out of alignment with signal 10 mins all good. 

while I,m here I will mention this. wonder if anyone else has checked . I get the sky boost and yes it does have the channels [when they work] but there not the same ones that are on sky. 

last weekend nat geo wall to wall "car sos" on sky no such program being shown. I wonder why.

 

Blofeld
Team Player
I feel so much better now mate 😂, if I can get my connection sorted and my TV sorted then that will be a start. Then just keep my fingers crossed that equipment doesn’t fail me. Must admit it’s bloody stressful.
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
Blofeld
Team Player
Well Fingers Crossed, it looks like the problem is “Almost” sorted, largely due to a bloody lot of hard work by Karl. Things aren’t quite there yet, but they are certainly moving in the right direction, so hopefully by the end of the week, my service will be how I asked for it, all those many moons ago. As it’s not all finalised and how it should be yet, I’m not getting too excited at having the service I should have had all along, as there has been that much go wrong, including things out of TalkTalks hands (Like Openreach) I will wait to crack a bottle open in celebration of probably the longest outstanding problem, I’ve ever had with any company in almost 30 years. But I’m confident that things will all go the way they should and all the time, stress and effort on both sides (was going to say “will have been worth it” but it’s been that damn stressful, If I had the service for free, it still WOULD’NT have been worth it). Anyway hopefully this week or so, this thread can be closed or whatever and I can start dying my hair where all the grey has appeared over the last few months 😂
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
fre55die
Community Star

Hi @Blofeld

 

Fingers crossed for you mate.

 

Karl and the other OCE's on here always do try to go that lot extra to get problems solved and are largely unsung. It is such a shame that they are continuously being let down and undermined by their Phone Support and LiveChat colleagues over the waters  !!!!

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
Blofeld
Team Player
Couldn’t agree more
My name is Steve but does anyone know where Blofeld comes from? Maybe it’s an age thing ? Hint? “White Cat”
ferguson
Community Star

@Blofeld I am a bit confused as to why and how you have been having issues with customer services, I was under the impression that this issue, which seems to be mostly down to our venerable friends at Openreach, was being dealt with here directly by OCE Karl for you?