Tech Services

Hi,
Don't know if anyone from Talk Talk looks at these post's but if they do can you please check with your tech service dept to find out what they are on, just been trying to help my son to setup my old netgear router and have a few problems, so he phoned TS and asked for help only to be told that I'm sorry but as you are with AOL and not us I'm not able to help, heres AOL number, Hang my son said I'm with you not AOL, no sir you have never been with us at all. He asked to speak to someone higher but was told no can do!!!!
Next my son asked could you please return all my DD I've paid to Talk Talk for my BB and phone please, Only to be told that my son needs to get his house in order and sort himself out and stop trying to SCAM Talk Talk and the guy put the phone down. So he rang back and handed me the phone and I was told nee on the same thing but this was added at the end " By the way sir I'm sorry but I'll have to stop talking to you as you are not the account holder" and then he put the phone down!!!!!!!!!!!!!!!!!
I give up

Your first mistake was using the phone to contact TalkTalk , as pretty much any TalkTalk user that posts here will tell you .
User forum is where we go for support , never the phone .

Join the TT Forums where you will find a very helpful community. Bear in mind the OCEs (the guys who will actually help) only work Mon - Fri, 9 - 5. Also, you will not get an immediate response and may have to wait 24 - 36 hours. Be patient.

Any form of tech support is obliged by the Data Protection Act to deal with the registered account holder.

In reply to a post by Kaoshan:

Any form of tech support is obliged by the Data Protection Act to deal with the registered account holder.

Got a link for that bit of twaddle?

Edited by billford (Wed 06-Apr-11 08:37:48)

Hi Bill

Sorry, no link. Have been told this by BT support in the past and TT currently. TT seem to enforce it very strictly, even on their online forums. TT use your billing information to verify the account holder. Obviously, in my case, as the account holder's partner, I can masquerade as her online but my voice is a bit too deep to get away with it on the telephone In TTs case the info is buried somewhere deep in the T&Cs.

It is also my experience with other organisations when seeking support. The DPA and the HSA are the bane of modern life.

Rgds

In reply to a post by Kaoshan:

Have been told this by BT support in the past and TT currently.

Those organisations may well have a policy of dealing only with the account holder, apart from anything else it reduces the chance that they might have to deal with somebody who knows what they are talking about.

But to claim it's because of the DPA is complete and utter balderdash.

The DPA and the HSA are the bane of modern life.

No, used properly they are valuable pieces of legislation. The bane of modern life is organisations that misuse them to hide their own incompetence.

Hi paul1360,

if you are looking for general help that doesn't include the username and password for the wan settings on the router then register at www.talktalkmembers.com and we will be able to help you. If it does involve us having to give the WAN settings i.e. username and password then we would need the account holder to clear DPA, they could then add a password onto their account which would mean we could help anyone who provides the password.

Ady

I could nit-pick on that (it's connection with the DPA is tenuous), but basically it makes sense.

Thank you for the clarification.

Edited by billford (Wed 06-Apr-11 10:24:37)

In reply to a post by Kaoshan:

Any form of tech support is obliged by the Data Protection Act to deal with the registered account holder.

No! They may also deal with anyone else for whom the a/c holder has given permission.

Do you think Lord Muck himself in his castle really phones his ISP when he has trouble with his BB?

When you phone an insurance co. for a quote, have you noticed they always ask if you have the permission of anyone else on the policy to discuss their details.

Yes ,as long as the account holder gives his/her permission,(subject to verification) the need to deal with the account holder is negated for that instance only,this applies to all companies, but some utility companies are/can be difficult

Edited by tommy45 (Wed 06-Apr-11 15:17:26)

Not necessarily! I deal ongoingly with all my daughter's Utilities and BB from a different location w/out her presence. We just needed to arrange some security Qs for ID.

What old netgear router? Some models may not enjoy the TalkTalk LLU kit.

One presumes the TalKTalk supplied hardware is working?
On AOL - how did that enter the conversation, an old thing for a support person to blurt out with no prompting.

Also no firm is going to over the phone agree to refunding all DD paid to them, and the DD guarantee is the course to take if TalkTalk has been doing things wrong in that regard.

In reply to a post by Kaoshan:

Join the TT Forums.....

I suspect that this may be an AOL user who has been ported to TT during the takeover. If that is the case, the OP will be unable to join that forum.

In reply to a post by Kaoshan:

...... Any form of tech support is obliged by the Data Protection Act to deal with the registered account holder.

Whoever has told you this is fobbing you off. I dealt with both Opal and BT only yesterday on behalf of the account holders without any problems whatsoever after supplying minimal information.

Sorry for delay,My son never had AOL BB and not even sure that they are at the exchange, In the end we got the router to work, still got no joy TT Tech Services as they still say he'e with AOL. He's moving shortly.

iechyd da

In reply to a post by paul1360:

Sorry for delay,My son never had AOL BB and not even sure that they are at the exchange, In the end we got the router to work, still got no joy TT Tech Services as they still say he'e with AOL. He's moving shortly.

Talktalk's desire to stay within the terms of the DPA has been brought up before in this thread... you could point out to them that failing to keep accurate records when an error is pointed out is also an offence under that act.

Sauce for the goose etc

I just don't understand them being like they are, He's got BB and phone with TT so pass on how they can say that he's with AOL is beyond me. Have got him to change his ISP and phone so it's TT who has lost out. He's going to send a letter 2mor asking for a refund as he's with AOL and a copy of the email's ect, he not get anywhere with it but what the H.ll.

iechyd da

It would definitely be worth going to www.talktalkmembers.com for help.

Cheers

Ady

No need now he's got his MAC and is off

iechyd da

In reply to a post by TALKTALK_SUPPORT:

It would definitely be worth going to www.talktalkmembers.com for help.

But if he is believed to be with AOL by your staff, then your Member Services is inaccessible to him. You can't have your cake & eat it!

Thanks for saying that and that is in fact the case. He's had a reply to his letter saying they will look into the matter. lol

iechyd da