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Customer Service

Submitted by Mervyn65 08-02-2020 | 4 Comments

Status: Not Right Now

One of the things that really infuriate customers with regards to Talk Talk is the very poor customer service when you ring with a problem. Firstly you encounter an automated set up that asks you numerous questions regarding your identity and the nature of your call, and then proceeds to try and direct you to the website to get your problem answered. Once you have convinced the machine that you do want to speak to somebody you are put in a queue waiting for someone to answer your call. When the call is answered you are then asked the same questions you have already given before you start discussing your problem. Bearing in mind this is likely to be one of many calls the customer has made regarding the same issue that has either not been resolved or resolved and then has become a problem again, the Talk Talk employee does not appear to have a record of these issues so you start the process all over again. Surely it is very easy to gave a record of all customers issues so that they can be revisited whenever a customer phones. Your customer service is by far the worst of any company that I deal with and gets to the point of total frustration.  Please please improve things. 

 

 

 

 

 

 

 

 

Get more ideas related to: Other

Customer Service

One of the things that really infuriate customers with regards to Talk Talk is the very poor customer service when you ring with a problem. Firstly you encounter an automated set up that asks you numerous questions regarding your identity and the nature of your call, and then proceeds to try and direct you to the website to get your problem answered. Once you have convinced the machine that you do want to speak to somebody you are put in a queue waiting for someone to answer your call. When the call is answered you are then asked the same questions you have already given before you start discussing your problem. Bearing in mind this is likely to be one of many calls the customer has made regarding the same issue that has either not been resolved or resolved and then has become a problem again, the Talk Talk employee does not appear to have a record of these issues so you start the process all over again. Surely it is very easy to gave a record of all customers issues so that they can be revisited whenever a customer phones. Your customer service is by far the worst of any company that I deal with and gets to the point of total frustration.  Please please improve things. 

 

 

 

 

 

 

 

 

What do you think?
4 Comments
Tedwolf
First Timer

Whilst appreciating the current difficulties building on the points made by Mervyn65 I recently had a problem with my router which had just been delivered for me to swap from BT to TALKTALK after numerous attempts to get hold of customer service. After going through the answer phone questions as described above. I could not get hold of a person and was told to use online page (Ughh can't get online) and the line had been temporarily disconnected. I eventually got a person by telephoning the sales team who were totally uninterested in my problem, and could not transfer me to a customer service department (one of the people that I spoke to on the sales team was downright rude (she would not give her full name). 

This situation begs the question why is a sales team manned without a service department, how do they obtain a date for an engineer to make installations etc.

I have had to use a friends (Virgin) broadband to run my business until I could get a data stick. When lockdown is relaxed and I can get (if ever) onto customer services I will expect a very rapid response or do as the saleswoman suggested and go back to BT.  

OCE_Chris
Community Team - TT Staff
Status changed to: Not Right Now

Hi Mervyn65,

 

We are always looking at ways to improve customer experience so thanks for you comments 


Chris

Mervyn65
Conversation Starter

Chris

 

i am pleased that you liked my comments regarding improving customer service, unfortunately, I think this is all Talk Talk have done as the customer service experience is still really really poor and I can't see that any of the suggestions have been implemented. Apart from the perception that you are wanting to improve things when you ask for ideas and it satisfies a tick box or someone's annual appraisal,  unless some of the ideas are implemented it is a waste of energy on both your part and us the customer. I am sure you must analyse complaints and these must highlight how poor your customer service experience is, we as customers know this from our own experiences and by just looking through the forum complaints so why do Talk Talk not take notice. It is baffling

 

Mervyn

Kostromin2005
Repeat Guest

Since October I have been contacting Talktalk to report that my broadband speed drops well below my guaranteed minimum of 43mb/s. So low that I can not stream video and that is my main use of my broadband.

Every time I have phoned or use live chat I explain that the issue only happens after 6 or 7pm weekdays and after midday on weekends. And to make things more complicated some days it is absolutely fine and remains around 43. Talktalk are only available up until 7pm. Out of the numerous times I have contacted Talktalk I have only twice been able to get through while the issue was happening. Both times after about 30 minutes the assistant has confirmed that I was getting below my minimum guaranteed speed. Then a few minutes later the call was ended and not by me. I re contacted them the next day. But the speed has returned to normal and I am told that there is nothing they can do because it is all fine.

There is only me and my wife living here. I do not use social media and I do not do any sort of online gaming. I do not do anything different in the day time to the evening so there is no explanation for the drop in speed other than when other households return home and use their broadband, there is not enough to do around.

I have 9 photos available which I took of the Talktalk speed test which I carried out showing speeds as low as 5mb/s. I have offered these as proof but Talktalk are not interested.

James Kostromin

I have explained that my neighbours have the same issue at the same times of the day. They are on different networks and one of them has been told by Openreach that there is a fault and are working on it but the belief is that the broadband is being slowed down at the server. As I am not an expert in telecommunications I can not do anything about it.

I am so frustrated by the constant lack of understanding and lack of action from Talktalk that I just want to be released from my contract so I can go to BT as they will either fix the problem or pay you for the inconvenience.

I have sent emails and made a complaint when I last spoke with Talktalk on 8th December but no one has contacted me.

Does anyone have any suggestions on what to do next and has anyone else had the same experience with this problem.