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Standard User scottie4642
(newbie) Thu 21-Jun-12 11:59:37
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TalkTalk CUstomer Service


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I recently had a problem for 3 weeks with my TalkTalk Broadband connection which was either very slow or cut off.
After 2 visits from BT Open Reach Engineers, who failed to sort the problem, I had a visit from an Open Reach Engineer, Dave King, who spent 1 1/2 hours working on the problem. This involved climbing up the telegraph pole in pouring rain, making good a bad connection and then coming back to the house to check all was well.
He showed me his monitoring gauge to prove that the fault was fixed. No other engineer had done this!
All the time this was going on I was blaming TalkTalk for their poor service.
Instead it was the poor standard from BT Open Reach which was the problem.
I have now learned that, when an engineer says that the fault is fixed, there is a method for him to prove it.
I wonder how many more instances of TalkTalk being blamed for poor customer Service when it is not their fault?
Standard User baby_frogmella
(experienced) Thu 21-Jun-12 13:17:00
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Re: TalkTalk CUstomer Service


[re: scottie4642] [link to this post]
 
The problem is that many customers still use phone support (probably not aware of TT forum) which is quite frankly horrible...the other day i called them (stupid of me i know!) requesting to be put on an interleaving profile. The agent had absolutely no idea what i was talking about so i put the phone down immediately and requested it via their forums where OCE Michelle changed it within 48 hrs. If you look at the TT forums, more often than not, many users experiencing issues have problems with their internal wiring or with their equipment which the OCEs do their best to help with..despite the abuse they sometimes get.

TalkTalk Plus LLU ADSL2+ 18015/1019 kbps
Pioneer Kuro 428XD ISF'd
iPhone 4S 16gb
ThinkPad X220
Standard User woweebert
(fountain of knowledge) Thu 21-Jun-12 14:44:39
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Re: TalkTalk CUstomer Service


[re: scottie4642] [link to this post]
 
In reply to a post by scottie4642:
I wonder how many more instances of TalkTalk being blamed for poor customer Service when it is not their fault?
Talk|Talk poor customer service is a fact but i do honestly believe it has improved greatly over the last few years and the inclusion of the forum made TalkTalk a serviceable product as at long last people don't need to use the phone in most cases .

Still it is budget broadband that i maintain performs well above its price point as there network is actually very good in my area and it does seem people are actually ignoring the massive amount of TalkTalk trolling that a Quick Google will reveal on the internet .

Have been a steady stream of happy customer posting that has been growing , whilst the unhappy posts have been shrinking .
Which is actually being shown in the TalkTalk figures for customers complaints , hopefully now for the most part the very messy Tiscali assimilation is behind them TalkTalk might actually not be the worst ISP in the UK for customer complaints . ( you never know and this is my prediction )

Edited by woweebert (Thu 21-Jun-12 14:47:45)


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Standard User professor973
(newbie) Thu 21-Jun-12 14:52:26
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Re: TalkTalk CUstomer Service


[re: baby_frogmella] [link to this post]
 
I can't for the life of me see how an ISP whose only decent support is on a forum can be of the slightest use to those that have lost their broadband.
Standard User baby_frogmella
(experienced) Thu 21-Jun-12 16:22:22
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Re: TalkTalk CUstomer Service


[re: professor973] [link to this post]
 
In reply to a post by professor973:
I can't for the life of me see how an ISP whose only decent support is on a forum can be of the slightest use to those that have lost their broadband.


That's because in the year 2012 nearly everyone will have some sort of alternative web access should their broadband be down ie smartphones, neighbour's or family member's connecton or in the worst case scenario, your local library. But at the same time let's not forget TT's LLU network seems to be very reliable...in the 18+ months i've been with them, not had a single outage smile

TalkTalk Plus LLU ADSL2+ 18015/1019 kbps
Pioneer Kuro 428XD ISF'd
iPhone 4S 16gb
ThinkPad X220
Standard User lexden16
(regular) Thu 21-Jun-12 16:43:03
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Re: TalkTalk CUstomer Service


[re: scottie4642] [link to this post]
 
In reply to a post by scottie4642:
I wonder how many more instances of TalkTalk being blamed for poor customer Service when it is not their fault?


Some elements of TT's service are wholly within their control. Recently, I transferred my phone rental to another provider. Rather than mess up TT's billing system, I allowed the next monthly rental DD to go through. Three weeks after the phone transfer had taken place, I rang CS asking for an update on my refund? I was told that it was all in hand and as I was due a repayment then I could cancel my DD to avoid any further payments being made. Two weeks later, I was still waiting so I rang CS again to be told (a) repayments are only made when a customer asks for them and (b) a repayment could not be made as I had cancelled my DD. What should have been a simple business process was escalated into a complaint. I eventually got a cheque. I doubt whether I will be short-listing TT again in the near future.
Standard User garryth
(newbie) Thu 21-Jun-12 17:54:14
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Re: TalkTalk CUstomer Service


[re: baby_frogmella] [link to this post]
 
I also had been with talktalk for a good number of years and had no problems with my broadband. Only problem I have had with them was due to moving house, because I would be in temp accomm for 6 weeks this seemed to confuse talktalk and 24hrs later my phone line and broadband was disconnected. Got that sorted out but no matter what if I needed to phone customer service my problems where just getting worse!! in the end I am in South Wales and my new modem is in Scotland at my old address. Gave up after that and went with another provider.
Standard User woweebert
(fountain of knowledge) Thu 21-Jun-12 18:19:39
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Re: TalkTalk CUstomer Service


[re: garryth] [link to this post]
 
I repeat budget broadband with budget support , they wont jump through hoops until somebody makes them .
Its very easy to set TalkTalk support up for a fall , just ask them to do something away from the scripts and automated processes , as both the previous posters have found out .

It is cheap for a reason and that reason is the support , you wont get any arguments from long time TalkTalk customers but long time customers know not to try getting support to move out of there comfort zone and know you confuse support at your own risk .

Every thing is fine till you have a problem .

Edited by woweebert (Thu 21-Jun-12 19:28:37)

Standard User zyborg47
(eat-sleep-adslguide) Thu 21-Jun-12 22:06:08
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Re: TalkTalk CUstomer Service


[re: professor973] [link to this post]
 
In reply to a post by professor973:
I can't for the life of me see how an ISP whose only decent support is on a forum can be of the slightest use to those that have lost their broadband.


I glad someone thinks the same as me. baby_frogmella will say the same thing as she said before, about being able to use a smart phone horrid things to use to access forums or you can find someone who know who is on the net.

but then you got to wait for the reply, so that means bothering people again. It is inconvenient, if TT had a decent CS via phone then it would not be a problem. Sadly they are not the only company be it telecom, broadband or anything else that have a pathetic customer service.

Adrian

Desktop machine now powered by windows 7 pro 64bit , laptop by ubuntu

On ADSL24 using C&W network.
Standard User zyborg47
(eat-sleep-adslguide) Thu 21-Jun-12 22:10:32
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Re: TalkTalk CUstomer Service


[re: scottie4642] [link to this post]
 
A mate of mine had over 3 months of hassle with his broadband and phone, because BTOR engineers could not be bothered to do proper checks, He must have had about 10 engineers there over the 3 or so month. Only the last one went up the pole to check things out, in the end he changed over to a different pair at the exchange and all is ok, well most of the time.

Bt network is ageing and and getting worse as the years go by.

Adrian

Desktop machine now powered by windows 7 pro 64bit , laptop by ubuntu

On ADSL24 using C&W network.
Standard User Futaura
(committed) Thu 21-Jun-12 22:49:06
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Re: TalkTalk CUstomer Service


[re: zyborg47] [link to this post]
 
In my experience, on the rare occasions when broadband has gone down on TT LLU, usually the phone line dies too.
Standard User Deadbeat
(knowledge is power) Thu 21-Jun-12 22:51:21
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Re: TalkTalk CUstomer Service


[re: zyborg47] [link to this post]
 
In reply to a post by zyborg47:
A mate of mine had over 3 months of hassle with his broadband and phone, because BTOR engineers could not be bothered to do proper checks, He must have had about 10 engineers there over the 3 or so month. Only the last one went up the pole to check things out, in the end he changed over to a different pair at the exchange and all is ok, well most of the time.

Bt network is ageing and and getting worse as the years go by.

Most of the BT engineers that I know are very concienincious and do a very good job, sometimes under heavy pressure and with little and poor information to hand. Intermittent and some other faults can be very difficult to resolve -Sod's law states that an intermittent fault won't be present when an engineer attends and you can't fix a fault that isn't there.
Fault resolution is not as easy as some seem to think it is.

Having said all that, I know one guy who damages the reputation of the good guys every time he gets out of bed on a workday morning but please don't tar them all with the same brush.

Edited by Deadbeat (Thu 21-Jun-12 22:52:15)

Standard User zyborg47
(eat-sleep-adslguide) Fri 22-Jun-12 07:14:02
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Re: TalkTalk CUstomer Service


[re: Deadbeat] [link to this post]
 
In reply to a post by Deadbeat:
In reply to a post by zyborg47:
A mate of mine had over 3 months of hassle with his broadband and phone, because BTOR engineers could not be bothered to do proper checks, He must have had about 10 engineers there over the 3 or so month. Only the last one went up the pole to check things out, in the end he changed over to a different pair at the exchange and all is ok, well most of the time.

Bt network is ageing and and getting worse as the years go by.

Most of the BT engineers that I know are very concienincious and do a very good job, sometimes under heavy pressure and with little and poor information to hand. Intermittent and some other faults can be very difficult to resolve -Sod's law states that an intermittent fault won't be present when an engineer attends and you can't fix a fault that isn't there.
Fault resolution is not as easy as some seem to think it is.

Having said all that, I know one guy who damages the reputation of the good guys every time he gets out of bed on a workday morning but please don't tar them all with the same brush.


no doubt there are some good ones, like the one who found the fault at my mates place, and yes I know that they got a time limit, so that don't make it easy.


but some of them still seem like they got the can't be bothered way. another mate of mine had a damaged line, the engineer who fixed it, put it in a round black connector, but instead of tucking it under the gutter, he left it in the gutter, so it got waterlogged. the next call out a different engineer took it apart, put a new connector on it and tacked it under the guttering. Much better job.

Adrian

Desktop machine now powered by windows 7 pro 64bit , laptop by ubuntu

On ADSL24 using C&W network.
Standard User professor973
(learned) Fri 22-Jun-12 08:08:04
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Re: TalkTalk CUstomer Service


[re: Futaura] [link to this post]
 
In reply to a post by Futaura:
In my experience, on the rare occasions when broadband has gone down on TT LLU, usually the phone line dies too.

Sometimes, but then calling a helpline is still a long way from forcing everyone to fork out and master an iDiotphone to get support.

Zen Business Talk - Freeola Family Perfect!
Standard User professor973
(learned) Fri 22-Jun-12 08:15:45
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Re: TalkTalk CUstomer Service


[re: zyborg47] [link to this post]
 
There is too much of email and www being the only way to contact companies. It is the only way to get onto and keep up with what is available on our local council housing list.
It is of no use whatsoever to the blind and confused, but it keeps many customers with problems out of their hair, which I suspect along with cutting costs is their main objective. They seem blind themselves to the fact that it also keeps many more prospective customers out of their hair. Up to a standard has gone out of the window for many these days and been replaced with down to a price Not for me I am afraid.

Zen Business Talk - Freeola Family Perfect!
Standard User professor973
(learned) Fri 22-Jun-12 08:22:03
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Re: TalkTalk CUstomer Service


[re: Deadbeat] [link to this post]
 
And some make stupid schoolboy shortcuts, like the one that put my droplead through a mortice and tennon joint in the corner of my back door frame. When the door was replaced yesterday the lead was guillotined when the frame was levered out. I tried to preempt this, but was faced with total ignorance with a B.T. system that did not want to know.. Now waiting for a nice new shiny droplead :}

Zen Business Talk - Freeola Family Perfect!
Standard User TrishaH
(member) Fri 22-Jun-12 14:38:58
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Re: TalkTalk CUstomer Service


[re: professor973] [link to this post]
 
I hate when you want to contact a company and they either have a premium rate phone number or one of those lengthy forms to fill in on their site (deliberately offputting).

I like a proper email address or a proper landline number! ....preferably UK based.

I had no idea what a bad connection I had with TalkTalk once it took over Pipex, but if I did have a problem the call centre was positively painful most of the time.
My main reason for migrating to another ISP last year was for a UK based call centre - bonus was that thanks to them I also have a far better connection too!
Standard User Oliver341
(knowledge is power) Fri 22-Jun-12 19:26:35
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Re: TalkTalk CUstomer Service


[re: TrishaH] [link to this post]
 
In reply to a post by TrishaH:
I like a proper email address or a proper landline number! ....preferably UK based.

It's good TalkTalk have a geographic number for customer support, when a landline goes dead on Sky their customers have to clock up a tasty bill ringing 0844 on a mobile.

Oliver.
ISP Representative TALKTALK_SUPPORT
(isp) Mon 25-Jun-12 14:59:23
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Re: TalkTalk CUstomer Service


[re: scottie4642] [link to this post]
 
Hi All,

If any customers have a support request please contact us directly via the TalkTalk Members Forum


Alternatively you can also tweet us @TalkTalkCare

Regards

Mark
TalkTalk Online Community Department

TalkTalk, Online Community
www.talktalkmembers.co.uk/forums
"The information contained within these posts is provided by TalkTalk
to assist in the resolution of any queries our customers may have. Should you
have a specific request for information please do not hesitate to contact me."
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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