Talk Talk phone support, worst in UK ISP business ?

for any company, the 1st point of contact is usually the one which formulates an impression. the combined IQ score of the complete Talk Talk phone support staff must be in single figures. this misfiring, flat tyred, oil leaking and rusty lada riva of an ISP is still employing those who couldnt get a job at mcdonalds to handle phone support. from my past experience, id trust a "you cant get better than a quik fit fitter" to service a bugatti veyron before id let Talk Talk support advise me on how to put an adsl splitter into my phone connection.

talk talk, what a ramshackle of a company continually conning customers every month , worst isp in uk by a long long long way.

In reply to a post by bilbo8:

for any company, the 1st point of contact is usually the one which formulates an impression. the combined IQ score of the complete Talk Talk phone support staff must be in single figures. this misfiring, flat tyred, oil leaking and rusty lada riva of an ISP is still employing those who couldnt get a job at mcdonalds to handle phone support. from my past experience, id trust a "you cant get better than a quik fit fitter" to service a bugatti veyron before id let Talk Talk support advise me on how to put an adsl splitter into my phone connection.

talk talk, what a ramshackle of a company continually conning customers every month , worst isp in uk by a long long long way.

And on the other hand - http://www.talktalkmembers.com/forums/showthread.php...

In reply to a post by Jack_Hackett:

And on the other hand - http://www.talktalkmembers.com/forums/showthread.php...

That thread seems to agree, it says that forum support is great, phone support banal.

In reply to a post by bilbo8:

for any company, the 1st point of contact is usually the one which formulates an impression. the combined IQ score of the complete Talk Talk phone support staff must be in single figures. this misfiring, flat tyred, oil leaking and rusty lada riva of an ISP is still employing those who couldnt get a job at mcdonalds to handle phone support. from my past experience, id trust a "you cant get better than a quik fit fitter" to service a bugatti veyron before id let Talk Talk support advise me on how to put an adsl splitter into my phone connection.

talk talk, what a ramshackle of a company continually conning customers every month , worst isp in uk by a long long long way.

It seems that you are not too impressed!

In reply to a post by Ignitionnet:

In reply to a post by Jack_Hackett:

And on the other hand - http://www.talktalkmembers.com/forums/showthread.php...

That thread seems to agree, it says that forum support is great, phone support banal.

and does that make everything ok then ?

telephone support , which is a lot of users 1st port of call, need somebody to show them how to tie their shoelaces ....................thats great, just great.

typical sheepskin coat wearing used carsalesmen that make up talk talk.

I dont think it is uniquely a TalkTalk issue.

In the 11 years we have been here, we have seen the pattern time and time again, and the acquisition of Tiscali and its myriad of marketing/retention schemes has resulted in a complicated billing mess where a product for a customer did not match the payment, but Tiscali did not really care as numbers of users mattered more when attempting to sell the business.

Also talk to any ISP, retaining good support staff is very difficult as they can often end up moving elsewhere for better prospects, and employing enough people to answer the phone is not cheap.

TalkTalk could do a lot better, but I bet the management know this.

Tiscali did not really care as numbers of users mattered more when attempting to sell the business.

Yup, quantity more than quality. Has a big *FAIL* written all over it.

Also talk to any ISP, retaining good support staff is very difficult as they can often end up moving elsewhere for better prospects, and employing enough people to answer the phone is not cheap.

I would imagine the staff turn over in the lower ranks is fairly obscene. Upper management only have themselves to blame, after all, it's them which have more steering power over the running and direction of the company, right? Although, what it really comes down to is keeping the share holders (beneficiaries) happy, so the chief board of directors has to run the company in the way they want, for the benefit of the share holders. That benefit being primarily (from what I can see) making lots of money (profit) keeping the incomings way above the outgoings (apologies, that last part sounds awefully like the ISP-providings, upgradings and mobile-ringdings chap from fone jacker).

TalkTalk could do a lot better, but I bet the management know this.

Yup, I agree. The real issue is that management (or rather the top people above them) just do not care.

I have based a lot of my ISP choices in past years on reviews. But amazingly, the best review you can use is your gut, along with a phone call. Phone them up, speak to them about their products and what they can offer you. If they sound like they do not know what they're talking about, or you get that feeling of being pressured into signing, they are probably not a company you want to do business with. It's as simple as that.

Quality of service is normally perceived by personal experience.
My experience with TalkTalk is positive. Linked problem to BT and solved within 24hours. The Customer Support was excellent and gave Step by Step instructions to enable me to give details that could be interpreted by him.
Worst experience I had was with BT where I could no even understand the person on other end of phone.

during my extremely short stay with talk talk i had to deal with "support" many many times. from young ladies who were 100% "whatever" down the phone to guys who were "you do eet like dis, ya know like, its kind of like real teknical.........<hang up> "

talk talk must be actively recruiting lazy disinterested shoe shop teen girls and guys who are more suited to selling carpets at a market and sticking them in phone support.

everything about talk talk makes me want to puke.

In reply to a post by bilbo8:

during my extremely short stay with talk talk

Say no more. So, you had a bad experience with an ISP... Who hasn't? That's life! Would it not be more healthy for you to forget about it and move on? Surely you must have better things to do than trolling these forums? If not, then I suggest you get some sort of life.

In reply to a post by Futaura:

In reply to a post by bilbo8:

during my extremely short stay with talk talk

Say no more. So, you had a bad experience with an ISP... Who hasn't? That's life! Would it not be more healthy for you to forget about it and move on? Surely you must have better things to do than trolling these forums? If not, then I suggest you get some sort of life.

i suggest you take off your rose tinted glasses and agreeing with everything the knight of talk talk , sir jack hackett,says and go get a life yourself.

In reply to a post by Futaura:

In reply to a post by bilbo8:

during my extremely short stay with talk talk

Say no more.

Short stays tend to be common with poor ISPs (this is not rocket science!). Personally, if I'm not getting the service I have agreed to pay for, a service that the ISP has agreed to supply me with, I tend to move on fairly swiftly rather than waste any more of my time, and money, staying in the hope they will grow a brain. Some don't, and some never have a brain to start with.

All of the above results in 'a short stay', which is precisely what has happened with the OP.

Sure, but is debatable whether bilbo8 ever was a TalkTalk customer at all. If you look at the posting history it must have been at least 2 years ago. I agree with you that it is better to move on fairly swiftly and not waste time, and that is precisely what the OP is not doing. It's fairly obvious that the OP is not being 100% honest and I would class him as a troll, just as I would Jack_Hackett in some respects. It's unfortunatley a battle of an evil troll vs a good troll here most of the time on this forum, which is a complete waste of time. I try not to feed trolls in most cases as those threads/posts ruin genuine help and support.

In reply to a post by bilbo8:

In reply to a post by Futaura:

In reply to a post by bilbo8:

during my extremely short stay with talk talk

Say no more. So, you had a bad experience with an ISP... Who hasn't? That's life! Would it not be more healthy for you to forget about it and move on? Surely you must have better things to do than trolling these forums? If not, then I suggest you get some sort of life.

i suggest you take off your rose tinted glasses and agreeing with everything the knight of talk talk , sir jack hackett,says and go get a life yourself.

Well said that man.

In reply to a post by flippery:

Quality of service is normally perceived by personal experience.
My experience with TalkTalk is positive. Linked problem to BT and solved within 24hours. The Customer Support was excellent and gave Step by Step instructions to enable me to give details that could be interpreted by him.
Worst experience I had was with BT where I could no even understand the person on other end of phone.

Now you've blown it Bilbo doesn't like facts or happy TT customers because apparently years ago he had a few problems with them, though i don't believe it for a minute and think he just comes here to troll.

In reply to a post by Futaura:

In reply to a post by bilbo8:

during my extremely short stay with talk talk

Say no more. So, you had a bad experience with an ISP... Who hasn't? That's life! Would it not be more healthy for you to forget about it and move on? Surely you must have better things to do than trolling these forums? If not, then I suggest you get some sort of life.

Well said that man.

In reply to a post by bilbo8:

In reply to a post by Futaura:

In reply to a post by bilbo8:

during my extremely short stay with talk talk

Say no more. So, you had a bad experience with an ISP... Who hasn't? That's life! Would it not be more healthy for you to forget about it and move on? Surely you must have better things to do than trolling these forums? If not, then I suggest you get some sort of life.

i suggest you take off your rose tinted glasses and agreeing with everything the knight of talk talk , sir jack hackett,says and go get a life yourself.

He agrees because it is true, have you noticed the lack of people agreeing with you here, you really need to forget the bad experience you had and move on, life is too short to bear this big a grudge with a company you left years ago.

In reply to a post by Jack_Hackett:

In reply to a post by flippery:

Quality of service is normally perceived by personal experience.
My experience with TalkTalk is positive. Linked problem to BT and solved within 24hours. The Customer Support was excellent and gave Step by Step instructions to enable me to give details that could be interpreted by him.
Worst experience I had was with BT where I could no even understand the person on other end of phone.

Now you've blown it Bilbo doesn't like facts or happy TT customers because apparently years ago he had a few problems with them, though i don't believe it for a minute and think he just comes here to troll.

oh doubting thomas that you are, thousands and thousands of talk talk users who wish they had never heard of talk talk and a 18 month contract to suffer, they are who i feel sorry for.

Edited by deleted (Wed 07-Dec-11 18:16:16)

In reply to a post by bilbo8:

In reply to a post by Jack_Hackett:

In reply to a post by flippery:

Quality of service is normally perceived by personal experience.
My experience with TalkTalk is positive. Linked problem to BT and solved within 24hours. The Customer Support was excellent and gave Step by Step instructions to enable me to give details that could be interpreted by him.
Worst experience I had was with BT where I could no even understand the person on other end of phone.

Now you've blown it Bilbo doesn't like facts or happy TT customers because apparently years ago he had a few problems with them, though i don't believe it for a minute and think he just comes here to troll.

oh doubting thomas that you are, thousands and thousands of talk talk users who wish they had never heard of talk talk and a 18 month contract to suffer, they are who i feel sorry for.

TT have more than 4 million customers obviously a number of them will have problems but if TT were as bad as you make them out to be the members forum would have thousands of new threads/posts every day and as you well know they don't and unless i am mistaken its now a 12 month contract but don't let that get in the way of an opportunity to troll here.

In reply to a post by MrSaffron:

Also talk to any ISP, retaining good support staff is very difficult as they can often end up moving elsewhere for better prospects, and employing enough people to answer the phone is not cheap.

TalkTalk could do a lot better, but I bet the management know this.

Retaining good staff is hard, I'd agree but I've been searching through the net lately and I noted that TalkTalk closed its call centre in Ireland....actually they closed TWO. Waterford & Sligo.

It seems they closed Sligo just after they bought Tiscali (it was a Tiscali call centre), then then closed AOL/TalkTalk site in Waterford, Ireland in September 2011.

Seems the site has been in Waterford for over 10 years and was one of their top performing sites based on the news reports I've read from Ireland. Total of 600 very experienced staff gone.

Reports from staff at the site stated that many of them had been training agents in India etc before hand, not knowing they were training their replacements.

Came across this news story which actually has a recording from the call centre, seems an employee recorded the management announcement, they clearly say its not about performance

http://www.thejournal.ie/its-not-about-your-performa...

Might explain alot about why TalkTalk's support has got worse and worse.

HI All,

If any customers do require support please feel free to tweet us @TalkTalkCare or visit the TalkTalk Members Forum where we can provide full account and service support.

Regards

Mark
TalkTalk Online Community Department