It is of little use when your CEO, Tristia Harrison, spends time sending out emails to your "valued customers", when it is abundantly clear that offering a minimum level of service to them is not a priority.
I fully accept that these are unforeseen and difficult times, and that you have a duty of care to your staff, but you also have a duty of service to your customers and it would appear that, without any hesitation, you have 'pulled the plug' on your customers in this respect.
I, like so many of your customers (have a look at the relevant blogs and online comment!) have spent long periods trying to contact anyone at your company to deal with all types of problems, some of them urgent, with absolutely no success. This at a time when communication by phone and via the internet is vital to so many people.
It would appear that you have totally closed down your telephone helpline which currently only contains endless messages and button pressing choices and leads customers into continual loops and dead-ends, finally to be cut off! You recommend that customers use the alternative 'Live Chat' service which, it appears, you have also closed down or it has stopped working!
Since the onset of the Coronavirus epidemic, I have needed to contact many companies and organisations and, although some have been slow to answer and apologised for their faltering service, I have not come across a single one with such a deplorable level of service as is currently the case with TalkTalk. And this with a company whose business is communication!
I believe your company should be ashamed of the current service (or lack of it!) offered to your customers and look seriously and quickly at what you can do to remedy the situation. If you cannot do this in-house, then I suggest you need to look at what the majority of other businesses and organisations are doing and follow their lead.
Come on TalkTalk, get your act together!!