Your Ideas

You could improve your customer service no end by actually providing some. If you think this pathetic forum is an acceptable level of Customer Service then you shouldn't be in business.   I would also appreciate it if you would stop saying "Hey" to me. We are in the UK not the USA. ... View more

  Hi, in the course of finding my way around Talk Talk on behalf of my 91 year old father, I find that phone services are the poor relation in terms of services. Broadband is the exciting must have service, landline phones are...essential but boring. Information is difficult to find and difficult to comprehend (and I was a telecoms manager in a previous life!)   The information online is rather difficult to find(what is the standard charge for a phone line - NO BROADBAND? ) Comparison websites dont really work for landlines. What options are there for customers who do not want Broadbandfrom Talktalk ? How do services work without broadband and online access?   I also discover it is likely that for historic reasons  a number of older less connected customers are paying call charges when they could add a boost to their account, saving money and getting peace of mind.   I would like to suggest Talktalk internally review all accounts where it is I ONLY a phone line and introduce a service to recommend a boost to the individual customer (£12.00?) , thereby saving the customer money.   The alternative is that customers will move to a service where the costs and service is clearer and dare i say it more geared up to phone only services.   Thanks for consideration...…(note even the labels for this post only offer *phones* - surely it should be landline phones since phones to many is ...mobiles?)   ... View more

Hello, I'm in this very position at the moment and have seen numerous forum threads asking about cancelled service/DDs and refunds. I myself have a £30 DD taken after I was switched supplier and am hopefully getting a final bill with the charge reversed since I've not had a service from TT since 30/04 but have paid for the 'privilege' - whilst I understand that TT bills one month in advance and so any overlap will cause this billing, some customers may not be in a position to lose that cash and wait for weeks to get it back, so why does the *ex-customer* have to request a refund from TT - the system exists to refund back, why not automate it - every other utility I've switched to or from has the ability to do this and it's very painless. Hanging on to ex-customers' cash like this seems to be a cynical attempt at hoping they will forget. It would no doubt reduce the number of calls and forum posts significantly if there was some assurance that an ex-customer will QUICKLY get a refund for any over-charge (and be billed correctly one would hope). I appreciate that credit card/cheque refunds might be a different story but DD is simple - you tell the customer (soon to be ex) that they should leave their DD intact and that they will get an automatic refund of any credit. Better yet, do what utilities do and stop taking further DDs until the final bill is generated - that way there is no likelihood of being over-charged up front and then needing a refund. (I can understand why there might be a hesitancy to do this as a business however)   As a closing comment, I was with TT for 5 years then switching provider and getting the final bill/refund was painful, this time coming back for 1 year, exactly the same thing and hopefully to be resolved, but probably with as much pain and frustration, hence this suggestion - needless to say I've learnt my lesson and won't be coming back unless I see some genuine improvements in the way customers are treated particularly in the current situation where it is near impossible to speak to someone to resolve minor issues like this! ... View more

Hello,    It would be great to unlock the restriction on LAN IP. Specially now that more people are working from home and if you are working from home Usually there is a clash with 192.168.0.0/16 172.0.0.0/16  or 10.0.0.0/16 range so it would be nice to be able to change the lan ip range to something other then the ones shown above for example 100.67.67.0/24 then you can carry on to use network printers etc.   I did try and it just keeps saying invalid Ip seems the router is restricted to 192.168.0.0/16 10.0.0.0/16 and 172.0.0.0/16 any smaller subnets. I dont see why you would need to lock down the LAN IP range ?   Tried on my old sky router and it actually lets you change the LAN not locked    I get a feeling this will be update by the time my contracts runs out lol.   Thank you 🙂 ... View more

Customers when renewing will more often than not make contact with the Loyalty Team to discuss pricing and package to obtain a better deal than the standard renewal contract, Why don't TalkTalk set up a renewal of the customers current package. If not happy then make contact with the Loyalty Team. I have just been on Live Chat twice this morning for over an hour in total to find out the person I was dealing with had no "power" to discuss or amend even though they indicated that they could help. Will be sending off a form to who I assume will be someone from the Loyalty Team and could take 48 hours. If I could have renewed my current (Loyalty Team adjusted package from last time) I would have done. If not resolved then could be switching as my current contract is due to end as renewal will cost more....Allowing customers to renew current contracts which have already been "negotiated" would save a lot of time and effort in my opinion. Even if only allowing a fixed number of, say, 2 of these "loyalty" renewals.  This would have been so much easier. ... View more

The automated customer support line is in dire need of an overhaul. The past few times I have used the service it has been nearly impossible to get to the service I need, adding extra frustration to already frustrating issues.   Example 1: I request to talk to a human but I still have to go through about 5 minutes of talking to a useless computer that either loops back on itself, takes me to the wrong service, or is generally no help at all. There is no way to directly contact the 24/7 technical support team since asking the automated system to talk to technical support will cause it to automatically run a 60 MINUTE line test (which cannot be cancelled) and asking to talk to a human puts you through to customer services (which is not a 24/7 service). This renders the entire system useless when you need either urgent or out-of-hours technical support.   Example 2: The system only picks out certain words from the user's issue. For example, if I say "I'm having DNS problems", the computer will only understand "problems" then ask me more unrelated questions about phone call quality before carrying out the line test regardless of how urgently I need to talk to someone.   This is not very user friendly, especially for users who need to discuss an issue with a real person. I understand that the system is designed to be usable by less technically-minded users, but it is an absolute nightmare for someone who is technically minded who knows what they are talking about and needs to talk to someone who understands.   Please make it easier to directly contact technical support. Maybe try ditching the speech recognition system and go back to the old, much simpler "press option 1 for.." method and add an option to directly connect to a human from technical support, bypassing the unnecessary questions and tests. If not, then at least make it easier to access technical support services without having to go through unnecessary questions and tests.   PS: I am not an older person who "prefers the old ways", I am a 23-year-old IT specialist who wants to be able to talk to technical support teams without hassle. ... View more

Maybe stop sponging further off of your customers and selling analytical data to google (don't recall having to accept your cookie/ad and data handling policy, surely that's not right... haven't you learned from previous whoopsies with data?). Perhaps become professional and either a: get visitors permission for data use or b: drop the google ads maybe? ... View more

ethernet ports on front of the hub ? For easier switching like older routers setup ? ... View more

Apparently so i have been informed Talktalk tech support dont have access to a command prompt, probably one of the most useful tools in a techie's toolbox my suggestion is to allow them access ... View more

I want to set the 'Homework Time' from 10pm at night until 6am the following morning in order to stop my teenagers accessing the internet and not sleeping though the night! However, I can only set the time within one calendar day so at the moment it is set from midnight until 6am. Any chance of creating wider time parameters? ... View more

TT Community Page with Hidden Text/Link.....Why?   A very odd thing happened to me earlier on, so this is more of an "idea" message to the TalkTalk technicians who should look into it, although I'd like to hear back from any members who've experienced the same on their PC monitor, or anything similar on other pages (i.e. invisible text/links).   I can't remember what I clicked on before this "Access Denied - TalkTalk Community" page popped up, and it's never happened before now (although I only joined 10 days ago). This is the link for that page..... https://community.talktalk.co.uk/t5/Product-Archive/Community-Badges-have-arrived/m-p/1724740/thread-id/908519   Below, I hope to add 3 screenshots of the same image in order to clarify the problem of "invisible" text and link.   •  The first image is what showed when the page opened. •  The second image is what showed after I'd highlighted the same area. •  The third image is what showed after I'd switched on my "Dark is better for my eyes" app.   As you will see, the following text and link didn't show on the first image, but did on the other two.....   Click your browser's Back button to continue. Return to my original page   I'm just wondering if this quirk might be happening on other community pages, and that we can't see some relevant or important text/links on a normal white screen.....???   ... View more

Would it be possible to impliment static IP assignments on the Wifi Hub as the feature seems to currently be missing from any of the settings.   I have a few 'smart' devices which prefer a static IP being handed out as they cannot select their own IP address and rely on the router giving this info. If I use a third party router I have this option available and everything works fine, but not with the wifi hub!   ... View more

It would be great if a 'Help with your My TalkTalk App' section was added to the 'Help with your service' section on the TalkTalk Community. It would be easier to post issues or get some help with the app (etc.).   Thanks.  ... View more

I recently received a scam/spam email from info@consumer.talktalkplc.com with the subject set to "Important: you're reaching your line's capacity" and claims in the body of it that I'm "connecting quite a few devices, and downloading a lot" etc.   This is extremely unlikely to be true in my situation (one person, one computer, no gadgets, no wireless, no gaming, no significant streaming) and the email contained no evidence to back up its assertions. It's very clearly a spam email sent out to everyone, regardless of their individual circumstances, and is just a scare-tactics marketing scam - despite it also claiming not to be that!   However, I did go onto my account page online to see if there *was* any evidence of broadband etc usage monitoring (in the same way as one might see itemised phone calls) and couldn't find any page presenting any stats which TalkTalk might plausibly have been collecting for my individual account and broadband connection.   So, if TalkTalk *does* do any sort of monitoring of people's individual line usage, it would be a nice feature to have it visible to the user themselves on their personal account page. It could possibly occasionally be helpful in tracking down whether anyone else is hacking into an account, eg for those people who have insecure wireless router connections or are infected by bitcoin miners using their computer systems while they know they themselves were not active online in any form. ... View more

As most of the people that use the internet to play online gamming using their consoles like xbox and playstation   maybe talktalk can give a scheme for members of talktalk redeem codes for % off games for console users ... View more

Why not have the Community button on the talktalk.net page without having to press the help button?   The same applies whether you are logged in to your account or not. ... View more