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Stop making it impossible to contact talktalk

Submitted by RobW2 05-10-2020 | 26 Comments

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I am so sick of companies such as talktalk using COVID as an excuse for lack of customer service and making it impossible to get a problem fixed. What is easier than customer services to be home based for advisors? All they need is a phone and /or a computer. So simple, but companies like talktalk are using it as an excuse to employ less staff. We are not paying less for the service because of COVID so give us the service we pay for. The website says online chat is available. IT IS NOT. Do your job talktalk and get some customer service agents working before you lose all your customers. My contract ends in a couple of months. I bet you're not slow to contact me then

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Stop making it impossible to contact talktalk

I am so sick of companies such as talktalk using COVID as an excuse for lack of customer service and making it impossible to get a problem fixed. What is easier than customer services to be home based for advisors? All they need is a phone and /or a computer. So simple, but companies like talktalk are using it as an excuse to employ less staff. We are not paying less for the service because of COVID so give us the service we pay for. The website says online chat is available. IT IS NOT. Do your job talktalk and get some customer service agents working before you lose all your customers. My contract ends in a couple of months. I bet you're not slow to contact me then

What do you think?
26 Comments
Jezmondo1
Newbie

I completely agree with the comments about service. It's impossible to contact Talk-Talk and their chat function is non-existent. They've clearly got burnt by putting their customer support in India and having no back-up in other geographies to support. It's a total disaster. 

Devbias
Popular Poster

@RobW2 

any update ?

Did anyone deal with your complaint in a satisfactory manner ?

Gliwmaeden2
Community Star

Chat is available from here, core hours 9am-6pm daily:

 

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

RobW2
Chatterbox
 Despite sending emails to various email addresses for talktalk they all came back undelivered. I found a phone number in a
previous phone and tried that and I actually managed to talk to someone. I did get offered a lot better deal to stay with talktalk on
the condition they gave me an email address for making a complaint. I wrote the complaint out and sent it to the email address
provided and guess what... It came back saying it couldn't be delivered. They are1000% useless
RobW2
Chatterbox
 Thanks for your suggestion. There is a box there saying chat to us now.
But it does nothing when you click on it except refreshes the page.
It is only around 3.45 pm which is supposed to be within the times you can contact them.
It is one of the things that bugs me most about them because in the advertising blurb they send in emails it says use online chat.
It makes me see red because they are full of Bull **** and don't  care about the customers
jimpy
Chat Champion

I spent over 2 hours trying to phone and then chatting on line to someone who did not understand my questions and kept asking the same questions-: my name, am I the account holder, my phone number it goes on and on 

All I wanted to do was speak to someone about renewing my contract which I would have thought deserved some priority as more and more people are getting fed up with the negative attitude of Talktalk chat personal myself included, and know add insult to injury my internet speed over the last week has been very slow and intermittent causing my Talktalk tv box to drop out at times but according to Talktalk speed tests I am getting 40-47mb my tests using other sites say less than 5 at times so come on Talktalk sort these things out for us, and get people to actually speak to us on phone and shut down your chat lines, I’m sure people would be much happier with that method of communication 

 

di douglas
First Timer

I have spent hours on the phone to "customer services" , I use the term in it's loosest possible term, the last three days, trying to sort out slow broadband and my new contract which hasn't been actioned despite confirmation on December 3rd. Every day I've been told all their systems are down, how can an IT company not have any info available for three days?! The tech team increased my speed yesterday from 14 (yes really) to around 30 but I should have 65 if my plan was in place. Goodness knows how long the speed has been so low, we should not be having to test it constantly. It is always impossible to speak to a manager or to make a complaint and this service has been consistent all the years I have dealt with them. I am now off to find out about changing to another provider but have no idea how I can even cancel my business if they can't access my account. Incompetence at another level.

Bloodrayne
Popular Poster

I have just 'upgraded' to Fibre 65. I am aware that it takes up to a fortnight to level out the speed, but I am seeing no improvement at all. Trying to communicate with someone in Asia whose first language is not English proving a nightmare. The offer included a new router and gift card - I received neither. I spent almost 30 minutes trying to get someone on the phone earlier; no dice. Why do Talktalk make everything so difficult?

 

James C
First Timer

Been trying using live chat for days and always get told its busy no matter what time of the day i try.

 

Have a @routerproblem but can't get help.

 

Contract up so maybe look around for a company that wants to help

RobW2
Chatterbox
James C  I've found live chat hasn't worked for months despite emails and advertising bumf telling us we should use it. Last time I tried to call to report an intermittent fault the phone number was answered by a recording. not a human.  and I just got some emails telling me they had checked my line and it was working. Worst excuse for a company I have ever had experience of. When we get back to more normal times and they actually have people working again we should all bombard talktalk with claims for partial refunds for a complete lack of service. I will be contacting Ofcom to complain about talktalk