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”
I'e sent a PM to you with an update.
OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat
Make Broadband Better - Join The Sam Knows Trial
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 !!!
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.
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 !!"
"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?"
"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 !!!
don't hold your breath mate a whale can't hold it that long 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.
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 !!!!
@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?