What a comedy company

Some extracts from my attempts to get a MAC code from these clowns. Note you need to start at the bottom and this is only a tiny extract. Some highlights include needing to give them my name, address and account code FOUR TIMES so far in the same call and they still don't seem to know what they are doing. Other times, they have told me that my boadband has been cancelled, but when I ask for the termination date, they tell me that it isn't, only to tell next time that it is:


Subject
Please cancel

Discussion Thread
Response Via Email (Kavita *********) 01/12/2011 09.16 AM
Dear Greg *******,

Thank you for contacting us in relation to your MAC request.

Please accept my apologies for the inconvenience this matter may have caused you.

We are having difficulty in finding your account on our systems. Can you please provide us with your Telephone Number associated with your account or Account Number (this can be located on a recent letter or bill received from us) so we have more information to locate your account.

The account that we are able to locate has been cancelled on the 21st November 2011.

If you have any further queries, please do not hesitate to reply or visit www.help.talktalk.co.uk for more information.

Kind regards,


Kavita *********,
Talk Talk Customer Relations
Customer By Email (Greg *******) 01/12/2011 08.00 AM
My broadband is with Talktalk. Why would BT need to give me a mac code if my broadband is nothing to do with them?

This is ridiculous, please can you pass this to someone who knows what they are doing?



On 1 Dec 2011, at 07:27, "TalkTalk Help" <[email protected]> wrote:

>
>
>
Response Via Email (Yudhveer *********) 01/12/2011 07.27 AM
Dear Greg *******,

Thank you for contacting us in relation to your MAC request.

Please be advised that I am only able to access an account in your name that was cancelled on the 21st November 2011. This order was placed on the 17th November 2011.

If your phone services are with BT, I would advise you to contact BT on 0800 150 111 and they will be able to assist you.

If you have any further queries, please do not hesitate to reply or visit www.help.talktalk.co.uk for more information.

Kind regards,


Yudhveer *********,
Talk Talk Customer Relations
Customer By Email (Greg *******) 01/12/2011 05.59 AM
My phone is with BT not talktalk. Something which you would know if you bothered to read the emails, or even looked at my account details.

So where is my mac code?



On 1 Dec 2011, at 02:58, "TalkTalk Help" <[email protected]> wrote:

>
>
>
Response Via Email (Catherine *********) 01/12/2011 02.58 AM
Dear Mr *******,

Thank you for contacting TalkTalk Customer Support regarding the cancellation of your TalkTalk package.

I would like to express my sincere apologies on behalf of TalkTalk for the inconvenience this matter has caused you. I understand that this was not the level of service you were expecting from us. We take your comments on board in a view to improve our services.

The telephone number 0193 XXX 5877 was already cancelled on 21st November 2011. This was registered to a Local loop Unbundling (LLU) which means that internet service provider will have their own equipment installed in your local BT exchange.

If you leave TalkTalk, then both Phone and Broadband will cease at that time.Your best bet would be to contact BT about it, but most non-LLU isp's will not be able to take you on until you have a BT landline.

If you are pertaining to a different account, kindly provide the telephone number or account number associated with it.

I trust this now clarifies the matter.

If you have further queries, please feel free to call our Customer Service on 0870 444 1820. Lines are open from 8am to 8pm, seven days a week. Alternatively, you can contact us on http://help.talktalk.co.uk/app/ask.

Yours sincerely,

Catherine *********
TalkTalk Customer Relations
Customer By Email (Greg *******) 30/11/2011 03.15 PM
Please read the call details. I have given t phone number and account number at least three times already.



On 30 Nov 2011, at 14:50, "TalkTalk Help" <[email protected]> wrote:

>
>
>
Response Via Email (Nerissa *********) 30/11/2011 02.50 PM
Dear Mr *******,

Thank you for contacting TalkTalk Customer Support concerning the cancellation of your Home Phone and Broadband services.

Our record shows that you placed an order for a Home Phone and Broadband package (TalkTalk Plsu) on or around 17th November 2011. Thereafter, as per your request it was cancelled by our Customer Loyalty Department on 22nd November 2011.

If you have an active Broadband account with us, kindly provide the telephone number or account number associated with it so that we can deal with your Migration Authorisation Code (MAC) request accordingly.

Your patience and understanding regarding this matter is fully appreciated, and I trust that this will be resolved shortly.

If you have further queries, please feel free to call our Customer Service on 0870 444 1820. Lines are open from 8am to 8pm, seven days a week. Alternatively, you can contact us on http://help.talktalk.co.uk/app/ask.

Yours sincerely,

Nerissa *********
TalkTalk Customer Relations
Customer By Email (Greg *******) 30/11/2011 01.45 PM
Hello,

Any chance of someone who knows what they are doing, sending me a reply?

On 29 November 2011 12:14, Greg ******* <*********@gmail.com> wrote:

> Firstly, I have never had telephone services with TalkTalk, so how can
> they be cancelled?
>
> Secondly, I didn't cancel my broadband (as I have said many times
> already), I cancelled the order to shift my broadband to a new contract,
> and to shift my phone.
>
> I really do not understand how I can make this any clearer.
>
> Going back to my original question then, how cancelled my broadband (it
> wasn't me, if so, prove it), and when is the termination date?
>
>
>
>
> On 29 November 2011 11:53, TalkTalk Help <
> [email protected]> wrote:
>
>> **
>>
>>
>>
>> *>>
>
>
Customer By Email (Greg *******) 29/11/2011 12.16 PM
Firstly, I have never had telephone services with TalkTalk, so how can they
be cancelled?

Secondly, I didn't cancel my broadband (as I have said many times already),
I cancelled the order to shift my broadband to a new contract, and to shift
my phone.

I really do not understand how I can make this any clearer.

Going back to my original question then, how cancelled my broadband (it
wasn't me, if so, prove it), and when is the termination date?


On 29 November 2011 11:53, TalkTalk Help <[email protected]>wrote:

> **
>
>
>
>
Response Via Email (Catherine*********) 29/11/2011 11.53 AM
Dear Mr *******,

Thank you for contacting TalkTalk Customer Support regarding the cancellation confirmation of your account.

I am sorry to learn that you have transferred your services to a new provider. Upon checking your account, I can confirm that your Broadband and telephone services were cancelled on 21st November 2011.

With regard to your bill; we can confirm that your outstanding balance is £0.00.

On 22nd November 2011, you have notified us that you no longer require landline and Broadband.

I trust this now clarifies the matter.

If you have further queries, please feel free to call our Customer Service on 0870 444 1820. Lines are open from 8am to 8pm, seven days a week. Alternatively, you can contact us on http://help.talktalk.co.uk/app/ask.

Yours sincerely,

Catherine *********
TalkTalk Customer Relations

[---001:005752:52060---]

Wow!

They should have simply told you that where full LLU is used i.e. phone and broadband both with TalkTalk i.e. on their Essentials or Plus package, then it is impossible to generate a MAC. As they do not exist for full LLU connections.

I think given this very important first admission:

We are having difficulty in finding your account on our systems.

clearly demonstrates that they would lack the ability to even action your suggestion.

I suppose it's time to go to Ofcom - how many days do ISPs have again when you make a request for a MAC ? 5 days right? If it was me, that's what I would be doing, cause quite frankly, the OP is wasting too much of his precious time dealing with their incompetence.

In reply to a post by mixt:

how many days do ISPs have again when you make a request for a MAC ? 5 days right?

LLU is outside the MAC rules.

The 5 day rule does not apply as there is no MAC process for full LLU

Stunning. So what's the ultimate solution to force the issue? Cancel all direct debits and initiate a complete cease on the phone line and then start from scratch again?

In reply to a post by MrSaffron:

They should have simply told you that where full LLU is used i.e. phone and broadband both with TalkTalk i.e. on their Essentials or Plus package, then it is impossible to generate a MAC. As they do not exist for full LLU connections.

That may be true, but my phone is with BT, not TT... My seven year old daughter was asking about blackholes and even when I talked about gravity distorting time, she seemed less confused than TT when trying to understand that I have a BT line...

In reply to a post by mixt:

Stunning. So what's the ultimate solution to force the issue? Cancel all direct debits and initiate a complete cease on the phone line and then start from scratch again?

Basically yes, not forgetting to give the required notice period (usually 30days ) or as their per T& S's Formally (in writing) before you do that,

As do don't want a debt collection agency chasing you for a debt that you don't owe several years down the line do you ,(see bbc tv watchdog) for further details,lol

As said the MAC code process does not apply to fully LLU (FMFP)

Or you could move to sky , and remain Fully unbundled from info on another post in these forums this appears to be possible & without loosing your existing telephone number

Funnily enough, it is Sky I am moving to, including my phone line, so Sky will provide both. I was wondering that would make a difference, but TT haven't even asked who I am moving to, they are too busy introducing their left hand to their right hand.

In reply to a post by mixt:

Stunning. So what's the ultimate solution to force the issue? Cancel all direct debits and initiate a complete cease on the phone line and then start from scratch again?

Looks like the OP has made the mistake of cancelling an order before it was completed, leaving his account in an indeterminate state.
I think he has to cease his phone line or move to full LLU with, say, sky for example.

The problem was caused by you cancelling the order to move to full LLU.

You won't need a MAC to move to sky in that case. Do sky think you do?
Will you want or be able to keep your phone number?

So if that is indeed the case then the isp (talktalk) have 5 working days from receiving your request for a MAC code to supply you with the said code, that is ofcom's ruling, in failing to do so they could be fined by ofcom,
If the 5 working days have elapsed already then if i where you i would be contacting ofcom in the morning by phone, they will hopefully will e-mail the CEO at tt and you will be contacted by someone in the uk who can1,find your account details,2,generate & provide you with a MAC code there and then or soon afterwards,, or you could try tt user forums, as telephone support doesn't work FACT unless of course the account wasn't canceled in which case this would trigger a cease order instead, but once completed , op should be free to order another adsl service

Edited by tommy45 (Thu 01-Dec-11 22:26:09)

In reply to a post by BatBoy:

The problem was caused by you cancelling the order to move to full LLU.

I think it was caused by even contemplating moving to them. But yes, cancelling my order has obviously really confused them.

If there was one person deal with each case, I suspect it would be much easier to get things done, but when you get a different person responding to each email, it is no wonder they are clueless.

In reply to a post by BatBoy:

You won't need a MAC to move to sky in that case. Do sky think you do?
Will you want or be able to keep your phone number?

No, so far the Sky order seems to be progressing without it. I just didn't want Sky to get part way through and then ask, leaving me stuck.

Yes, apparently I am keeping my same phone number.

As you can see, your description was confusing, and there's only 1 of you.

In reply to a post by tommy45:

If the 5 working days have elapsed already then if i where you i would be contacting ofcom in the morning by phone,

Thanks, I think I will do that. I has definitely been more than five.

In reply to a post by BatBoy:

As you can see, your description was confusing, and there's only 1 of you.

Why do you think it was confusing?

In reply to a post by quarky:

In reply to a post by BatBoy:

You won't need a MAC to move to sky in that case. Do sky think you do?
Will you want or be able to keep your phone number?

No, so far the Sky order seems to be progressing without it. I just didn't want Sky to get part way through and then ask, leaving me stuck.

Yes, apparently I am keeping my same phone number.

I didn't have a MAC to move from Virgin cable to Sky and kept the phone number, ordered sucessfully on-line. BT on the other hand, couldn't keep the phone number and couldn't be ordered on-line, so lost their chance to get the business.

In reply to a post by quarky:

In reply to a post by BatBoy:

As you can see, your description was confusing, and there's only 1 of you.

Why do you think it was confusing?

Possibly because you missed out some salient information.

Ah, remember this is just an extract from days, and days, and day's of posts. But talktalk have my name, address, phone number, details of my order, and details of when it was cancelled, as well as my broadband account number (and have had them on every single request they have made for them).

I don't know what other information they could need, but if there is something you think I should provide or tell them, (seriously!) let me know.

Cheers
Greg

Edited by deleted (Thu 01-Dec-11 22:33:25)

In reply to a post by quarky:

I don't know what other information they could need, but if there is something you think I should provide or tell them, (seriously!) let me know.

Cheers
Greg

I think this is a clue

We are having difficulty in finding your account on our systems. Can you please provide us with your Telephone Number associated with your account or Account Number (this can be located on a recent letter or bill received from us) so we have more information to locate your account.

The account that we are able to locate has been cancelled on the 21st November 2011.

In reply to a post by BatBoy:

In reply to a post by quarky:

I don't know what other information they could need, but if there is something you think I should provide or tell them, (seriously!) let me know.

Cheers
Greg

I think this is a clue

We are having difficulty in finding your account on our systems. Can you please provide us with your Telephone Number associated with your account or Account Number (this can be located on a recent letter or bill received from us) so we have more information to locate your account.

The account that we are able to locate has been cancelled on the 21st November 2011.

Ah, but the account wasn't cancelled. In fact, I have received a bill for the account a couple of days ago. If I am receiving a bill, still receiving broadband, and haven't actually asked for my account to be cancelled, I don't think it has been cancelled. In fact in other posts, they themselves admit that it hasn't been cancelled. So sometimes they can find the information.

Remember that this is the same company who need to keep asking for the same information over and over. I am not surprised them can't find it, if they can't find my account number and phone number from further back in the email chain....

You're not helping yourself here. You are looking at the debt collectors arriving in a year's time.

Oh I have paid my bill. No doubt I will end up slightly out of pocket as TT actually charging for part of a month rather than a whole month seems a bit much to ask for them, but I have paid all of my bills via Direct Debit, so no issues there.

I'm thinking about the bills that won't arrive or be paid after you've left. They'll just accrue on the uncancelled account.

Ah.

Oh well, probably not a lot I can do about that...

You could give them the account number and phone number they requested and sort it out before you leave. That might work.

I have given them the phone number and account number four times so far...

You know that email I just quoted, did you reply to that one giving the account number and phone number as they requested?

Sky since it is full LLU only needs the nod from the consumer to move to it, no need for a MAC

Billing on the old service is down to notice periods, i.e. it is feasible that you will be paying for 1 to 30 days of service that you dont receive dependng on the precise wording of the contract.

Yes.

In reply to a post by MrSaffron:

Sky since it is full LLU only needs the nod from the consumer to move to it, no need for a MAC

Billing on the old service is down to notice periods, i.e. it is feasible that you will be paying for 1 to 30 days of service that you dont receive dependng on the precise wording of the contract.

A friend of mine is also moving to Sky and has been asked for a MAC though (and he is getting a sky phone). Still mine is looking OK at the moment. Thanks for that. And thanks Batboy and everyone else for the advice/info. Hopefully the nightmare will be over soon.

Hi,

In regards to the issue with TalkTalk If you join the Members Forum or tweet us @TalkTalkcare we can look into this matter in more depth for you.

Regards

Mark
TalkTalk Online Community Department

In reply to a post by quarky:

Some extracts from my attempts to get a MAC code from these clowns. Note you need to start at the bottom and this is only a tiny extract. Some highlights include needing to give them my name, address and account code FOUR TIMES so far in the same call and they still don't seem to know what they are doing. Other times, they have told me that my boadband has been cancelled, but when I ask for the termination date, they tell me that it isn't, only to tell next time that it is:


Subject
Please cancel

Discussion Thread
Response Via Email (Kavita *********) 01/12/2011 09.16 AM
Dear Greg *******,

Thank you for contacting us in relation to your MAC request.

Please accept my apologies for the inconvenience this matter may have caused you.

We are having difficulty in finding your account on our systems. Can you please provide us with your Telephone Number associated with your account or Account Number (this can be located on a recent letter or bill received from us) so we have more information to locate your account.

The account that we are able to locate has been cancelled on the 21st November 2011.

If you have any further queries, please do not hesitate to reply or visit www.help.talktalk.co.uk for more information.

Kind regards,


Kavita *********,
Talk Talk Customer Relations
Customer By Email (Greg *******) 01/12/2011 08.00 AM
My broadband is with Talktalk. Why would BT need to give me a mac code if my broadband is nothing to do with them?

This is ridiculous, please can you pass this to someone who knows what they are doing?



On 1 Dec 2011, at 07:27, "TalkTalk Help" <[email protected]> wrote:

>
>
>
Response Via Email (Yudhveer *********) 01/12/2011 07.27 AM
Dear Greg *******,

Thank you for contacting us in relation to your MAC request.

Please be advised that I am only able to access an account in your name that was cancelled on the 21st November 2011. This order was placed on the 17th November 2011.

If your phone services are with BT, I would advise you to contact BT on 0800 150 111 and they will be able to assist you.

If you have any further queries, please do not hesitate to reply or visit www.help.talktalk.co.uk for more information.

Kind regards,


Yudhveer *********,
Talk Talk Customer Relations
Customer By Email (Greg *******) 01/12/2011 05.59 AM
My phone is with BT not talktalk. Something which you would know if you bothered to read the emails, or even looked at my account details.

So where is my mac code?



On 1 Dec 2011, at 02:58, "TalkTalk Help" <[email protected]> wrote:

>
>
>
Response Via Email (Catherine *********) 01/12/2011 02.58 AM
Dear Mr *******,

Thank you for contacting TalkTalk Customer Support regarding the cancellation of your TalkTalk package.

I would like to express my sincere apologies on behalf of TalkTalk for the inconvenience this matter has caused you. I understand that this was not the level of service you were expecting from us. We take your comments on board in a view to improve our services.

The telephone number 0193 XXX 5877 was already cancelled on 21st November 2011. This was registered to a Local loop Unbundling (LLU) which means that internet service provider will have their own equipment installed in your local BT exchange.

If you leave TalkTalk, then both Phone and Broadband will cease at that time.Your best bet would be to contact BT about it, but most non-LLU isp's will not be able to take you on until you have a BT landline.

If you are pertaining to a different account, kindly provide the telephone number or account number associated with it.

I trust this now clarifies the matter.

If you have further queries, please feel free to call our Customer Service on 0870 444 1820. Lines are open from 8am to 8pm, seven days a week. Alternatively, you can contact us on http://help.talktalk.co.uk/app/ask.

Yours sincerely,

Catherine *********
TalkTalk Customer Relations
Customer By Email (Greg *******) 30/11/2011 03.15 PM
Please read the call details. I have given t phone number and account number at least three times already.



On 30 Nov 2011, at 14:50, "TalkTalk Help" <[email protected]> wrote:

>
>
>
Response Via Email (Nerissa *********) 30/11/2011 02.50 PM
Dear Mr *******,

Thank you for contacting TalkTalk Customer Support concerning the cancellation of your Home Phone and Broadband services.

Our record shows that you placed an order for a Home Phone and Broadband package (TalkTalk Plsu) on or around 17th November 2011. Thereafter, as per your request it was cancelled by our Customer Loyalty Department on 22nd November 2011.

If you have an active Broadband account with us, kindly provide the telephone number or account number associated with it so that we can deal with your Migration Authorisation Code (MAC) request accordingly.

Your patience and understanding regarding this matter is fully appreciated, and I trust that this will be resolved shortly.

If you have further queries, please feel free to call our Customer Service on 0870 444 1820. Lines are open from 8am to 8pm, seven days a week. Alternatively, you can contact us on http://help.talktalk.co.uk/app/ask.

Yours sincerely,

Nerissa *********
TalkTalk Customer Relations
Customer By Email (Greg *******) 30/11/2011 01.45 PM
Hello,

Any chance of someone who knows what they are doing, sending me a reply?

On 29 November 2011 12:14, Greg ******* <*********@gmail.com> wrote:

> Firstly, I have never had telephone services with TalkTalk, so how can
> they be cancelled?
>
> Secondly, I didn't cancel my broadband (as I have said many times
> already), I cancelled the order to shift my broadband to a new contract,
> and to shift my phone.
>
> I really do not understand how I can make this any clearer.
>
> Going back to my original question then, how cancelled my broadband (it
> wasn't me, if so, prove it), and when is the termination date?
>
>
>
>
> On 29 November 2011 11:53, TalkTalk Help <
> [email protected]> wrote:
>
>> **
>>
>>
>>
>> *>>
>
>
Customer By Email (Greg *******) 29/11/2011 12.16 PM
Firstly, I have never had telephone services with TalkTalk, so how can they
be cancelled?

Secondly, I didn't cancel my broadband (as I have said many times already),
I cancelled the order to shift my broadband to a new contract, and to shift
my phone.

I really do not understand how I can make this any clearer.

Going back to my original question then, how cancelled my broadband (it
wasn't me, if so, prove it), and when is the termination date?


On 29 November 2011 11:53, TalkTalk Help <[email protected]>wrote:

> **
>
>
>
>
Response Via Email (Catherine*********) 29/11/2011 11.53 AM
Dear Mr *******,

Thank you for contacting TalkTalk Customer Support regarding the cancellation confirmation of your account.

I am sorry to learn that you have transferred your services to a new provider. Upon checking your account, I can confirm that your Broadband and telephone services were cancelled on 21st November 2011.

With regard to your bill; we can confirm that your outstanding balance is £0.00.

On 22nd November 2011, you have notified us that you no longer require landline and Broadband.

I trust this now clarifies the matter.

If you have further queries, please feel free to call our Customer Service on 0870 444 1820. Lines are open from 8am to 8pm, seven days a week. Alternatively, you can contact us on http://help.talktalk.co.uk/app/ask.

Yours sincerely,

Catherine *********
TalkTalk Customer Relations

[---001:005752:52060---]

Bottom of every survey carried out, fined for incompetence many times, fined for lying, fined for stealing peoples lines without permission, employ clueless vegetation and call them phone support, accounts dept that couldnt use an abacus, featured on watchdog to answer many customers disgust at the service...................do i need to go on ?

Comedy company is very diplomatic of you, worthless scumbags is exactly what I think of Talk Talk and their garbage excuse for a service.

Bottom of every survey carried out, fined for incompetence many times, fined for lying, fined for stealing peoples lines without permission, employ clueless vegetation and call them phone support, accounts dept that couldnt use an abacus, featured on watchdog to answer many customers disgust at the service...................do i need to go on ?

No but as the resident troll i am sure you will!
We now know you were a TT customer years ago for a very short time, you now spend your time here slating TT at every opportunity and when actual customer post that they are happy with their service you will not accept it, you really do need to forget what went on in the past and move along.

The happy customer thread (again)
http://www.talktalkmembers.com/forums/showthread.php...

Edited by Jack_Hackett (Wed 07-Dec-11 18:03:39)

120 happy customers out of 4 million. I think that might be an improvement

In reply to a post by Myth:

120 happy customers out of 4 million. I think that might be an improvement

Dont believe everything Billbobaggins posts, 99.9% of TT customers are happy they just don't know the forum exists as they have never searched for it so haven't posted about their wonderful experiences.

my first 3 months with talktalk were really good.
I truly dont know whats happened this past month.

can live with the fact about the Oron issue but the world of warcraft ping issue and online gaming at peak times is really depressing now.basically come evening time any hope of getting some gametime in impossible until a crazy time like 23:15 onwards.Ive asked over and over is there currently an issue with my exchange and theres been no answer.

my sister is grumpy because she cant get a decent ping on the Xbox same as my brother.We made a deal that if the service went really bad no messing around i would just leave they informed me earlier its going to be about 96 pounds so after christmas going to do that.

its such a shame because a lot of the issues that lead to Talktalk getting a bad name could be sorted out.i just dont understand why the service can be pretty decent for 3 months then just crash in a matter of days and always starts and ends basically the same time nightly...

In reply to a post by Jack_Hackett:

In reply to a post by Myth:

120 happy customers out of 4 million. I think that might be an improvement

99.9% of TT customers are happy

Negative. 55%.

Still bottom of the serious players but not by much.

http://www.thinkbroadband.com/news/4903-ofcom-releas...

They could prolly get off the bottom simply by offering 24/7 support.

Edited by deleted (Thu 08-Dec-11 20:29:42)

Still bottom of the serious players but not by much.

They could prolly get off the bottom simply by offering 24/7 support.

Had a quick look, i think this comment sums it up perfectly -

Posted by Bob_s2 12 days ago
Customer satisfaction is a preety vague term. Different people will have very different ideas as to what they deem acceptable so unless it actually measure things that can be defined it is pretty meanigless

They are what they are and the cost will reflect the overall service, along with Bt and Sky they are jack of all trades and master of none. Some customers will be fine others not. If gaming is your thing, none of them would be in my thoughts as an ISP provider!

totally agree.
the entire thing was done for cost.but its clearly not going to work.
With Xilo or Ukonline dont think we had a moment of severe latency at peak times.

It says something when the members forum is being used more and more for customers to get across problems and one theme seems in almost everypost when they try and Deal with CS over the phone it just ends in a farce.

Ive also noticed now the mods on the forum are urging people to make new posts even though they are reporting the same problems as other posters.IMHO thats just making it worse trying to deal with the issue if clearly 5-10 people are reporting almost the same issues.

Other ISP's cost extra and yes you are correct you can see now why that is the case.

Edited by deleted (Thu 08-Dec-11 21:46:20)

In reply to a post by NilSatisOptimum:

They are what they are and the cost will reflect the overall service, along with Bt and Sky they are jack of all trades and master of none. Some customers will be fine others not. If gaming is your thing, none of them would be in my thoughts as an ISP provider!

You hit the nail on the head there!

I'm not a gamer, mainly browsing and downloading updates for my network of five Macs and watching films on an Apple TV. This averages around 75GB a month. Been with TT LLU for many years. No outages, no call centre usage and some use of the excellent community forums. Sync at 20Mb/s and download at 17.5Mb/s. The only other LLU provider in my area is O2/Be and any users I've talked to get nothing like the performance of TT.

so what exactly IS the point of TT having phone support that is panned by TT management, TT users, the british press, the british television, the british broadband media, british money saver organisations, organisers of satisfaction polls ..........etc etc ?

so go on jack, pretend you didnt see this or lets read your justification for a 9th rate service waffle.

i am waiting.

In reply to a post by bilbo8:

so what exactly IS the point of TT having phone support that is panned by TT management, TT users, the british press, the british television, the british broadband media, british money saver organisations, organisers of satisfaction polls ..........etc etc ?

so go on jack, pretend you didnt see this or lets read your justification for a 9th rate service waffle.

i am waiting.

Hope your O2 connection gets over your current problems

HI All,

If any customer do have an issue feel free to join the emmbers Forum or tweet us @TalkTalkcare

In reference to managing the forum we ask customers post a new thread for their issues to ensure our maangement of the issues are most effective. 1 Thread per customer per issue ensures we are treating each matter with the individual attention is requires.

Trying to Manage multiple issue posted in a single thread is far less effective than managing each thread and isue individually... you wouldnt expect telephony support to conduct conference calls with 10 customers at a time because they each ahve the same issue. Each customer is answered individually and their individual issues handled. Likewise the support we provide on the forum si the same and we ask each custoemr starts their own thread detialsing their issue so we can conduct relevant checks and manage the matter to resolution.


Regards

Mark
TalkTalk online community department

In reply to a post by bilbo8:

so what exactly IS the point of TT having phone support that is panned by TT management, TT users, the british press, the british television, the british broadband media, british money saver organisations, organisers of satisfaction polls ..........etc etc ?

so go on jack, pretend you didnt see this or lets read your justification for a 9th rate service waffle.

i am waiting.

I have a wonderful service and have never needed to use phone support so i could not possibly comment.

You can now move along and forget your bad experience from years ago, it really is making you one bitter SOB.

In reply to a post by Jack_Hackett:

Still bottom of the serious players but not by much.

They could prolly get off the bottom simply by offering 24/7 support.

Had a quick look, i think this comment sums it up perfectly -

Posted by Bob_s2 12 days ago
Customer satisfaction is a preety vague term. Different people will have very different ideas as to what they deem acceptable so unless it actually measure things that can be defined it is pretty meanigless

Customer service is certainly a 'preety meanigless' measure when customer service is closed.

Edited by deleted (Fri 09-Dec-11 21:04:15)

In reply to a post by Jack_Hackett:

In reply to a post by Myth:

120 happy customers out of 4 million. I think that might be an improvement

Dont believe everything Billbobaggins posts, 99.9% of TT customers are happy they just don't know the forum exists as they have never searched for it so haven't posted about their wonderful experiences.

Jack, you posted it dude, it was your link.

From 120 happy posters you get 99.9% of 4,200,000

From 30 unhappy posters you get 0.1% are unhappy?

I'm afraid your statistical analysis is a little off, your data actually suggests over 1 million unhappy customers if you are going to extrapolate.

Personally, I disagree with that also as your sample is too small, and misses out two of the largest groups.....unhappy ppl who dont post and happy ppl who dont post. You have no meaningful ratio data for them (neither do the rest of us)

Always glad to help

Always glad to help

You did realise when i posted "Dont believe everything Billbobaggins posts, 99.9% of TT are happy " i was joking didn't you?

Edited by Jack_Hackett (Sat 10-Dec-11 14:23:47)