Just to calirfy a few points regarding the TalkTalk Members Forum.
Firstly you should be able to get the smae quality support from telephony contact. At no point do we in the Online Community Department claim anything otherwise. We act as an addition option to contact TalKTalk, not as a replacement to the tlephony support teams.
The Online Community department strive to deliver the best possible service we can and support customers through to the complete resolution of their issues. There is no reason our colleagues in telephony support should not do the same.
We do have a number of customers who use only the forum for support as they prefer this medium of contact. The use of forum (as is evident form the length of this thread) is becoming more and more prevelant and providing support via this medium is jsut a natural progression for many ISP's.
However in terms of offering the forum as a support tool we only do so to customer who we engage with via online forums and media such as facebook and twitter. By Default if these customers are posting in the Online domain its obvious that they have some form of internet access. Therefore referring to the forum is not seen as adverse as customers are able to get some from of internet access, otherwise our department would not be picking up their issue from the online domain.
We openly state on the form that we are not a real time response system. Where realtime respons eis necessary we advise to call telephony support for this very reason. However many customers choose to jsut post the details of the issue and subscribe to the thread. This way they receve an email notification when they have a reply and neednt spend time on hold... This is just a matter of preference and by giving multiple contac toptoins we are merely maximising the availability for customers to choose their prefered method.
TalkTalk Online Community Executive
TalkTalk Online Community Department
TalkTalk, Online Community
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