Your Ideas

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!!   ... View more

seems with covid enforcing the shut down of virtually all talktalk customer care communications, complaints raised through the dedicated complaints process are being neglected. i raised a complaint via email and this generated an auto response which simply directed me to the overloaded and inadequate agent chat feature. this auto response didn't reassure that my complaint had been received and would be processed, albeit slowly under the circumstances. i appreciate the difficulty in trying to manage customer services during covid, but it's surely important to at least keep a skeleton staff monitoring complaints raised through the official process ... View more

It is clear that you are having even more trouble than usual meeting the needs of your customers.  If you have had to close call centres can’t these calls be redirected to your employees at their homes.  If you are low on staff can’t you get volunteers, if offered the opportunity I would actually want the help people while treating them with respect and dignity.  ... View more

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.                  ... View more

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. ... View more

You would have thought that in these "green" days - When dispatching new equiipment, that TalkTalk would have provided a post paid - return envelope in the package to return an old router - for proper recyling - to save it from ending up on the tip ? ... View more

Coronavirus is really changing how businesses adapt and work. You closed down many of your phone lines and I can't reach you on the community forum or Twitter.    Talk Talk really needs to keep up pace and set up a chat on their website so customers can webchat with a TT staff regarding the issues they are facing.      ... View more

Why can't we just have one account for account services and the forum? At least when setting up the forum account, why not force people to complete the profile completely? This would save time when people had queries, the OCE's wouldn't have to ask people to fill it out and would be able to respond immediately.  Seems senseless not to have those items auto filled from the service account. Status changed to: Accepted This idea has been reviewed by the community, our product teams and accepted as an idea we can implement in the future. ... View more

...thought this latest offering from Talk Talk graphics (see bottom right corner of screenshot) is uncalled for and should be removed :       ... View more

It would be really great if you "talktalk" could set up an e-mail address ta allow people to contact yourselves in Lou of the fact that you have shut down all your phone lines.This is something that Halifax has done for instance and if they can you can. I find your support for the fight against Covid-19 great but your poor effort to set up communications with your customers at this difficult time appalling.   I need to make changes to my account, primarily cancel it as I am not happy to pay the £60 moving fee for a service that I can get for considerably cheaper through another supplier. this is taking into account the fact that I can get your broadband for £21 but when you add a £60 for moving it adds up to way to much. ... View more

It would be great if we could enable a Guest Network via the Super Routers (HG633/D-Link3782) or the Wi-Fi Hub. This would be good for people who don't want to hand out their Wi-Fi password and enable guests to connect to their network when they need to. I don't know if any of your routers support this, but it would be amazing if this could be implemented. I know that i would definitely use this feature if it was available and so would many others.   Thanks. ... View more

Hi, There are hundreds of queries and problems being posted in the community. Lots of them reflected a fact that no phone or live chat customer care makes customers feel worried. And they posted similar issues with different titles and description.  Why not let the live chat agents work from home to record the customer concerns and connect with responsible team? It will bring a better customer satisfaction as well as a better recorded to-do list.  ... View more

device control on router really needs to be implemented i dont know if you are aware of how difficult it is to get a child off a console or prevent them sneaking on it in the middle of the night most other routers allow you to specify a time when a device can be online or off line ive seen the homework settings but they are useless really as they turn all devices off which isnt really any good as other people need to use the internet at these times ... View more

Hi would be good or better if the ads where do like on other site on the page not as like slow pop ups which cause the pages on the site to load longer.   Why have them that way and why also are we able to hit a cross to get rid of them when loaded why have it when u can close them.     As even when the change it takes time to do it load the next one.   need looking at as not helping us users on the thead pages and on the site in normal.   Would be ok if they where on the page to the side but pop up on SLOW THE PAGE LOADING DOWN    which is not helping people get the info from the site or get us to help people. ... View more

Recently, I was having problems with WiFi connectivity. I switched on Band Steering and Airtime Fairness (I have a HG633 router), and these problems seem to have disappeared. No more disconnections and wireless connectivity seems to have improved.    Why don't TalkTalk switch on these settings automatically on all routers? Could this be implemented with a firmware update?   A customer could always switch them off if they want through the routers settings.   This is just a suggestion. Let me know what you think. I know everyone's circumstances and environments are different. What worked for me, may not work for someone else.  ... View more

Who on earth designed this forum? It is like no other I've ever encountered, being almost impossible to navigate. Why can't you simply have a conventional layout, with a page of headings leading to answers.   Instead, you're presented with 'Our Blog' – no thanks, I wanted a forum.   'Your Ideas' – no ideas here, simply a box to create a hew heading. Where do you you find all the others? If I forget to bookmark my topic, there's no way of finding it again unless I follow a link from a TalkTalk email.   'About the community' Introduce yourself, etc. What's the point when you can't find anything resembling a forum with other people on it?   'Beat the scammers' – again, no forum in sight, just a page full of pre-prepared FAQs. I'm sure there used to be a proper forum at one time, but this seems specifically designed to deter as many people as possible. ... View more

You've upgraded the My TalkTalk App (hooray!!), however it only has limited functionality (check bills and mobile usage) and anything else redirects you to the TalkTalk website. It would be amazing if you could check your service status within the app, use the community within the app (etc.). The whole point of an app is to make things to view easier, however with the redirects to the webpage and the constant logging in, you might as well just use the TalkTalk website. Please add more functionality to the My TalkTalk app. It needs it.  ... View more

I was particularly disappointed with TTs response to my enquiry about the expiry of my current contract and the offer I had received from SKY to provide basically the same Phone, Fibre BB and TV service for considerably less than the current TT costs, let alone the revised renewal one. In the 9 years I have been a loyal and supportive TT customer, I have always been able to renegotiate a fair deal on contract renewal, but this time around, TT seems to have lost the plot rather I'm sorry to say, and I have thus signed up to SKY  for a 3 year price guaranteed contract at £8.50 month less than current TT price, and I'm really sorry to have been virtually forced to do so. ... View more