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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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Our Talktalk internet install was supposed to happen today. The Engineer turned up and was surprised to find no line phone at our place despite this being flagged up during the sign up process and talktalk having a database of address and phone line status. He could not complete the install as he didn't have a cherry picker to access the roof of our house so left without completing the install. Called talktalk to find out when the installation would be completed and was told it would be approximately 2 weeks from now! I informed the call center person that we have canceled with our old provider virgin as we were promised we would be up and running with talktalk today. My partner is working from home and is now totally stuffed. I asked if they could at least provide a data sim to allow here to work and they said no with no real apology person on the phone totally disinterested. Absolutely no attempt to help us out or make things right. We left virgin due to the poor customer service... now seems things will be even worse! Not a good start, not happy
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You could try responding to customers who have issues instead of just ignoring them until they go away and switch providers. FAR FROM HAPPY.
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I can't find a way to compliment the Talktalk or the engineer who fixed my broadband fault overnight. Brilliant! Silver surfer with TT many years. Always rate 5 star.
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As the TV Planner app is soon to be no more, would it be feasible to incorporate a guide/planner/remote record facility into the TalkTalk TV app? If BT can manage it ....
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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!!
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For customers with their own Routers please can you look at enabling the bridge mode on the Wifi Hub or maybe offer an option of a modem instead of a Wifi Hub. The lack of modem or bridge mode forces customers to buy a new modem or VDSL router with bridge mode support. I would really like to understand why this feature has been removed /disabled. Thank You.
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As talktalk use F-secure to provide customers with internet security wouldn't it be a good idea to offer customers a VPN provided by F-secure at a reasonable price like yo do with the internet security. I know that f-secure provide a secure VPN and I have looked into others and it seems that the best VPN provider is Nord VPN but they tend to be little bit to pricy for me and one provided by talktalk at a monthly charge like your safe and secure internet security that you provide might just help me decide whether or not to use one.
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Is it me or are others finding it impossible to talk with TalkTalk? No option to talk on the phone. no chat available. My contract is coming to an end and it's not clear what the renewal deal is and I cannot speak to anyone.
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As of right now, a new customer such as myself who has a contract with another provider expiring next month, can't select a new Fibre 150 contract with you because there is a 2 month installation wait. Furthermore, if we start a 'Super Fast Fibre' contact for the time being, there is a £30 Fee to switch contracts. However, your 'Super Fast Fibre' doesn’t require an Engineer visit for most people. Suggestions: For this difficult time, you should allow people to sign up for your Fibre 150 Broadband & book an appointment for when Openreach start installations again, but give them the option to 'Go Live' sooner on a 'Super Fast Fibre' connection until that appointment date becomes available. Charging them for the Fibre 150 connection only from when the Openreach Installation takes place. I've seen a fair amount of people question this, and it would really give your new potential customers a peace of mind. Please make it happen, or waiver the Contract Changing fee for all contracts taken out during this Covid-19 Period. So a customer can sign up with you now, then move to the contract that they really want when it is available. @GondolaKindly sent me here.
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After joining Talktalk this week where to start. The date for the switch fir phone and broadband was incorrect, leaving me with no service, and unable to do my job. Calling the contact centre an experience that I found shocking, I’ve worked in one, and in fact been in the CCI centre in Durban. Clearly the standards are no longer the same. The TV was being installed as agreed 3 days later. what I found is every time I called no notes had been left, so you’d endlessly have to reexplain the reason for the call, be given promises of call backs that never came, and just a service that was frankly shameful. It took me a total of over 20 hours being on the phone, over several days. Repeating myself because you have a policy of leaving no notes, not listening and not managing contact well. If a customer is having issues, you have a way to manage this, as to be clear 20 hours I’d suggest isn’t it. Even advising staff that this was already with a manager, and giving the reference and details made no difference. Get a traffic light system or something, As what you currently have is not just poor, but shambolic, and from my experience as of yet I wish I was still with Sky, as I’d rather be paying more that getting this bargain basement service.
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Here’s an idea, try resolving problems instead of recommending things that are irrelevant. I’ve had no internet for four days, (which I need for work) tried contacting you on every platform and still no response or call back.
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Over the past few months the amount of space advertisements have en-crouched on the Talktalk pages has been very noticeable. With the constant flickering / flashing that is constantly going on when I'm attempting to read my personal mail is getting out of hand. It's not only annoyingly distracting I'm at a point where I DO NOT enjoy logging onto my talk talk account any more because its giving me mental anguish and emotionally draining. Come on talktalk for once start to think about your customers and not the final profit line, we will all benefit from a slight change in consideration for others and you will keep your customers.
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Status:
Not Right Now
Submitted on
08-02-2020
02:46 PM
Submitted by
Mervyn65
on
08-02-2020
02:46 PM
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.
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Is the broadband test accurate? I did a test side by side on the same computer but on different tabs. One of them was on Ookla and the other was on TalkTalk but I got completely different results. Ookla says I got 15mbps and Talk Talk says I got 37mbps. Overall, I trust Okkla more, but if I'm wrong please correct me.
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I'm enjoying using the new and upgraded TalkTalk Mail and its suite of applications. With many of the accounts that I manage, I have 2 Factor/Step Authentication enabled. As many of you might already know, it's a good way of making sure your account is more secure if your password is ever breached. It would be amazing if this Security Feature could be implemented with TalkTalk Mail, obviously with the option to 'save your device', so you're not always entering verification codes. Let me know what you think of this Suggestion, and whether you think it's a good idea. Many thanks.
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I have been a loyal TalkTalk customer for over 12 years and I have been generally happy with the service I have received. However, I was recently incensed to discover a £4 charge for 'TalkTalk TV' added to my February bill. Not only was this charge unjustified, as an inspection of my account would have revealed that I have never availed myself of TalkTalk TV services while on my current contract, but also contrary to the terms of that contract for 'Faster Fibre' which clearly states that the price is fixed for the entire length of the contract. After a lengthy phone call to TalkTalk's customer services call centre, in which I pointed out these facts to the TalkTalk representative, the £4 charge has been removed from my monthly bill. How many others, I wonder, have been hit by this grossly unfair 'stealth' charge simply for being TalkTalk broadband customers, regardless of whether they use the TalkTalk TV service or not? It made me ponder the other ways that loyal TalkTalk customers are penalized. For example, TalkTalk is currently advertising 'Faster Fibre' 18-month contracts for £19.95 per month in the press and £25 per month (sale price) on their website for new customers, whereas I have to pay £27.50 per month until my current contract runs out in June 2020. Loyalty is certainly not rewarded at TalkTalk.
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