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Standard User Kaoshan
(committed) Fri 01-May-15 13:53:56
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TalkTalk Support


[link to this post]
 
For the first time in almost six years I had to call TT support, with, I have to admit some trepidation. I was not getting an ADSL signal on my router and had gone through the usual diagnostics to no avail. I did not have a spare router having given my old backup one to a friend frown

I got straight through to an agent and when I described my problem he ran some tests and could 'see' that my router was not connecting. He then went through his various scripts and talked me through various diagnostic tests. No problem that I was using an iMac and did not have the original TT supplied router.

After some 20 minutes on the phone we agreed that there was a problem that would require an engineer visit. He said he would arrange for an engineer to call me. As this was a Friday afternoon I was now resigned for a weekend without internet, except on my mobile or iPad. Despite living only 14 miles from a major city in west Central Scotland, I cannot get a 3G connection.

Much to my surprise an engineer phoned ten minutes later to schedule a visit. Even more surprising he offered me several slots next morning!

Engineer turned up promptly at 9 a.m. and replaced the router with a new one he had brought. 5 minutes later everything was up and running. I have eight computers, various tablets and a Sky box connected.

By way of thanks I offered him a cup of tea and a bacon butty which he gratefully accepted.

Performance with the new router, a TT labelled D-Link rebadge (DSL-3780) is much improved.

Download throughput has gone from 1.8 MB/s to 2.1 MB/s.

Router stats below...

Line Speed
Up 1020 kbps
Down 19182 kbps
Attenuation
Up 2.5dB
Down 8.6dB
SN
up 11.1 dB
down 6.2 dB

Having seen various horror stories regarding TT support over the years I can only say I was impressed and am a satisfied customer.
Standard User Spud2003
(fountain of knowledge) Fri 01-May-15 14:55:05
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
My recent experience of TalkTalk residential support was that they would refuse to investigate a fault unless you had the official TalkTalk router connected.
Standard User Kaoshan
(committed) Fri 01-May-15 15:43:46
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Re: TalkTalk Support


[re: Spud2003] [link to this post]
 
TalkTalk's telephone agent was not bothered I did not have the original router which I had replaced years ago with a Dlink model. He just wanted to know the make and model I was currently using so he could find the appropriate 'script' to work from.


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Standard User azrael316
(learned) Fri 01-May-15 16:13:03
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
My last discussion with an Engineer leads me to believe that in certain situations TalkTalk will send their own engineers out with their equipment.

Unless its an actual line fault/exchange side issue, then an OR engi would be ordered out.

Sky are trialing a similar service too I believe.
Standard User Fenris
(experienced) Fri 01-May-15 16:23:26
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
The support is great, always fixed the few problems I've had quickly during the 5+ years I've been with them.

..............................................
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Standard User Kaoshan
(committed) Fri 01-May-15 16:31:08
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Re: TalkTalk Support


[re: azrael316] [link to this post]
 
In my case it was a TalkTalk engineer that turned out. The TT telephone agent seemed fairly convinced the fault was not a line fault/exchange issue.

As I walk my dog past the exchange several times a day I often talk to the OR engineers and they say this is the norm for TT support in this area. The problem very rarely lies in the exchange. Perhaps I am lucky as I live within 300 yards of the exchange and all the lines on this street were re-cabled about two years ago. A short underground run and then from a pole over to my house.

In a village with just over 4000 houses there are only two LLU providers, Sky and TT. The majority of subscribers are with TT as the Sky service is allegedly abysmal
Standard User azrael316
(learned) Fri 01-May-15 16:41:37
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
I guess having their own engineers for this situation saves them a fortune in OR charges.

And if they are all as nice as they seem to be, it can only help TTs reputation.
Standard User Oliver341
(eat-sleep-adslguide) Fri 01-May-15 18:26:27
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
In reply to a post by Kaoshan:
In my case it was a TalkTalk engineer that turned out. The TT telephone agent seemed fairly convinced the fault was not a line fault/exchange issue.

So your router was broken and they sent someone out free of charge to replace it?

Oliver.
Standard User Kaoshan
(committed) Sat 02-May-15 01:55:38
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Re: TalkTalk Support


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
So your router was broken and they sent someone out free of charge to replace it?


Yep... As TT seem to have a reputation for poor customer support I was impressed at the speed and efficiency of their response. No call out charge and a free of charge replacement router. The engineer even had to travel some distance to get here and I'm only paying for their basic broadband/telephone package.

(Edited to add telephone}

Edited by Kaoshan (Sat 02-May-15 02:12:34)

Standard User rego
(fountain of knowledge) Sat 02-May-15 08:23:46
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
I can only echo the praise for TT support, whilst my initial experience when first I migrated to TT over three years ago, was perhaps not the best due to a botched migration by openreach. The TT engineer soon got this sorted and kept me informed at every stage. I have now had three trouble free years of first class internet and telephone service. Apart from the really stable and reliable internet connection, The telephone service is excellent. I use a speaker phone which announces the number of the incoming call, and the free caller id and reject is another bonus.
Standard User Oliver341
(eat-sleep-adslguide) Sat 02-May-15 12:29:22
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
In reply to a post by Kaoshan:
Yep... As TT seem to have a reputation for poor customer support I was impressed at the speed and efficiency of their response. No call out charge and a free of charge replacement router. The engineer even had to travel some distance to get here and I'm only paying for their basic broadband/telephone package.

I've heard of them sending routers out for free, but sending a TalkTalk engineer to plug it all in sounds very unusual. I wonder under what circumstance they authorise this work since there's no way they could provide this service to everyone.

Oliver.
Standard User TMCR
(committed) Sat 02-May-15 13:00:42
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Re: TalkTalk Support


[re: Oliver341] [link to this post]
 
In reply to a post by Oliver341:
I wonder under what circumstance they authorise this work since there's no way they could provide this service to everyone.

Possible answer: Customers live in Sheffield area and makes nice bacon butties ? smile
Ah, this customer is in Scotland... Maybe not then.

Virgin Cable (100/6) + EE Mobile BB
Standard User tommy45
(knowledge is power) Sat 02-May-15 13:30:39
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Re: TalkTalk Support


[re: rego] [link to this post]
 
And they haven't entered you into a new min term contract ?
Standard User Kaoshan
(committed) Sat 02-May-15 15:08:07
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Re: TalkTalk Support


[re: tommy45] [link to this post]
 
In reply to a post by tommy45:
And they haven't entered you into a new min term contract ?


No. Engineer/Repair man did not even talk about this.
Standard User tommy45
(knowledge is power) Sat 02-May-15 17:55:37
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
Have you checked your account ? as that's another thing their support staff where good at keeping you in the dark,some only found out months later, wether ofr not they still continue with this dodgy praitice i don't know
Standard User Kaoshan
(committed) Sat 02-May-15 20:57:56
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Re: TalkTalk Support


[re: tommy45] [link to this post]
 
Online account... so far so good.

Will keep in mind. Thanks for the advice.
Standard User TrevorSP
(knowledge is power) Mon 04-May-15 11:19:36
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Re: TalkTalk Support


[re: Spud2003] [link to this post]
 
I can not agree with you more.
I am a retired Capt. with the Royal Signals, MVP, MCNE, etc etc.

I know how to fault find my own line to the box and have the kit to do it.

I rang "Residential Support" and couldn't understand the agent on the other end at all, I had to apologise and asked to be transferred, which was done.

They said the line was fine and that there were no problems, I was paying for a 32down and 2up line.

I politely pointed out to them, that the fact that I had an Asus N66U modem connected made no difference to them what so ever and their ports were open for testing as usual. I know because they test the line every day being a member of their "Beta Team" !!!!!

After six weeks of barely 1.5mb down and .5up a BT engineer happened to call on us for the keys to one of our flats to add a telephone line for our tenant. I paid him to come back and check the line.

I had pinpointed a weak joint in the road cable, and even put a chalk mark on the pavement where I thought the fault was. The BT engineer agreed, there was an inspection cover a couple of inches away, he opened it up, put some tape over a BARE WIRE, and low and behold the problem was solved !!!

Every day for over six weeks I had been ringing TT with this problem and they would NOT ACCEPT IT one bit, nor would they call out a BT engineer on my behalf even though I offered to pay.

If TT choose to argue with this post, I am prepared to stand up in a civil court and show them my paper work and records of calls and let a Magistrate of Civil Court Judge make a Judgement.

I am very happy to report that tomorrow, 5/5/15 we move back over to BT !!!!

Talk Talk in my opinion are OK, until something goes wrong....

Regards,
Trevor

http://www.thinkbroadband.com/speedtest/button/14087...
2 x TalkTalk upto 40mb FTTC lines, current speeds a good 37-38mbps on each one.(hiding behind an assortment of Asus RT-N66U Dual Band, DGND3700v2 Dual Band, DG834PN and DGN2000 routers) on: a Win7sp1 64 Ult. Desktop, Win8 x64 Pro (RTM) ) Desktop & Win 8 x64 Pro (RTM) Laptop. 5 x iPads, 1 x Archos 700, 3 x DELL C1760cn Wi-Fi Colour Laser Printers, Assorted Windows and iPhone Mobile phones, an 8ch CCTV system embedded into the Network along with an LG Smart TV, an LG Smart Blu-ray Player Recorder and an LG Smart Sound System.

Edited by TrevorSP (Mon 04-May-15 11:23:43)

Standard User Sylcol
(member) Mon 04-May-15 12:57:55
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Re: TalkTalk Support


[re: TrevorSP] [link to this post]
 
I too jumped ship to BT but don't kid yourself that they are any better.

On my activation day I got phone via BT but no broadband. This was on a Friday and having made many phone calls and had a missed engineer appointment, (they failed to pass the info to OR) I finally got broadband on the Tuesday.

It was because of an incorrect connection in the street cabinet.

I wish you better luck!
Standard User TrevorSP
(knowledge is power) Tue 05-May-15 17:52:24
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Re: TalkTalk Support


[re: Sylcol] [link to this post]
 
Well, I don't know what area you are in, but we are in sleepy, very sleepy, Clacton on Sea! Our phone and broadband went off at about 1400hrs, back by 1430hrs, I wasn't going to carry it around listening for a dialling tone !!!! smile

Broadband sort of came on at about 1600hrs and then properly at 1700hrs, I have jumped from about 12-15mbs/2mbps from TalkTalk, paying for up to 40 and their always blaming the lines, to a very respectable 37mbps/8.7 !
So I certainly have no complaints here.
I have tested the line and even the pings are better.
Already I feel much happier...........
HOWEVER, having heard horror stories about TalkTalk billing I am not jumping away from the TalkTalk Section of Thinkbroadband just yet smile
I may have a few hurdles to jump yet !!!

Sorry to hear about your change over and that it didn't go as smoothly as ours!!!
As for the new BT Hub 5v3, well, just have to spend the next few days seeing which is best, I have a nice Asus N66U and then use the other as an AP,

Regards,
Trevor

http://www.thinkbroadband.com/speedtest/button/14087...
2 x TalkTalk upto 40mb FTTC lines, current speeds a good 37-38mbps on each one.(hiding behind an assortment of Asus RT-N66U Dual Band, DGND3700v2 Dual Band, DG834PN and DGN2000 routers) on: a Win7sp1 64 Ult. Desktop, Win8 x64 Pro (RTM) ) Desktop & Win 8 x64 Pro (RTM) Laptop. 5 x iPads, 1 x Archos 700, 3 x DELL C1760cn Wi-Fi Colour Laser Printers, Assorted Windows and iPhone Mobile phones, an 8ch CCTV system embedded into the Network along with an LG Smart TV, an LG Smart Blu-ray Player Recorder and an LG Smart Sound System.
Standard User Oliver341
(eat-sleep-adslguide) Wed 06-May-15 09:42:38
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Re: TalkTalk Support


[re: Kaoshan] [link to this post]
 
In reply to a post by Kaoshan:
Online account... so far so good.

Will keep in mind. Thanks for the advice.


I've found the FAQ page for this service: http://help2.talktalk.co.uk/about-brightsparks-engin...

"If the fault is outside your property or caused by a fault with your TalkTalk supplied equipment then you won't be charged."

From your OP I gather you were not using a TalkTalk router so technically the fault was not "with your TalkTalk supplied equipment" and you could be charged under their terms.

Oliver.
Standard User TrevorSP
(knowledge is power) Wed 06-May-15 10:24:19
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Re: TalkTalk Support


[re: Oliver341] [link to this post]
 
Which is why I agreed with Spud2003 who posted after the OP, Unless you drag yourself through the attic, difficult when you are registered disabled with a fractured spine in three places, they will NOT touch your line, not even investigate it.

Whilst I see the sense in this, it should be a suggestion, not a RULE, and they were totally inflexible in my case, disabled or not..........

Quote...."Then get the person who put it up there to get it down for you". UnQuote
Why? The N66U was at the time far superior to what they had supplied and all their tests would work fine, as confirmed by one of their operators in a "weak" moment!

I eventually, after week 1 of our dispute, put the TT router back on after the help from an off duty friendly Fire Officer I know. Of course the signal around the house immediately dropped and the majority of the kit that worked before couldn't pick up its signal anymore, so that was a major pain in itself until I used the N66U as an AP!

Like I said, TT are OK, and supply a very decent service UNTIL something goes wrong and you might as well leave, unless you are one of the lucky ones. It is also worth noting that regardless of the day of the week or the time I rang, I never actually spoke to a fluent English speaking operator in the UK, and don't call me racist, because I am not, end of story!

Regards,
Trevor

http://www.thinkbroadband.com/speedtest/button/14087...
2 x TalkTalk upto 40mb FTTC lines, current speeds a good 37-38mbps on each one.(hiding behind an assortment of Asus RT-N66U Dual Band, DGND3700v2 Dual Band, DG834PN and DGN2000 routers) on: a Win7sp1 64 Ult. Desktop, Win8 x64 Pro (RTM) ) Desktop & Win 8 x64 Pro (RTM) Laptop. 5 x iPads, 1 x Archos 700, 3 x DELL C1760cn Wi-Fi Colour Laser Printers, Assorted Windows and iPhone Mobile phones, an 8ch CCTV system embedded into the Network along with an LG Smart TV, an LG Smart Blu-ray Player Recorder and an LG Smart Sound System.
Standard User Spud2003
(fountain of knowledge) Wed 06-May-15 11:01:36
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Re: TalkTalk Support


[re: TrevorSP] [link to this post]
 
In reply to a post by TrevorSP:
It is also worth noting that regardless of the day of the week or the time I rang, I never actually spoke to a fluent English speaking operator in the UK, and don't call me racist, because I am not, end of story!


This is actually a significant problem. I have spoken with one or two TalkTalk foreign call centre staff who have clear accents that would not sound out of place in the UK but normally I get someone with a significant accent that makes the conversation difficult as I have to keep asking them to repeat themselves - and I am never quite sure whether they completely understand what I'm requesting. A very frustrating business.

One way around this is to use online chat - if possible - where accents don't matter. Now I would never use an ISP that did not have UK based support.
Standard User Sylcol
(member) Wed 06-May-15 11:22:51
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Re: TalkTalk Support


[re: TrevorSP] [link to this post]
 
The billing bit from TT worked very well. They advise not to cancel your DD before all charges or credits have been sorted out. If you do cancel early and there is something to pay you will be hit with a charge for non collection from bank and a late payment charge.

In my case I was due a credit and this was returned to me through the DD still in place. Then I cancelled it.
Standard User baby_frogmella
(fountain of knowledge) Wed 06-May-15 11:54:13
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Re: TalkTalk Support


[re: Spud2003] [link to this post]
 
TT residential is fine if you're happy with using their online forums all manned by UK based staff- they have 4,000,000+ customers so they must be doing something right. However if you want top class Warrington based phone support almost as good as AAISP (and certainly as good as the likes of Zen, IDNET) then TT business are your best bet.

°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°
TalkTalk Business Fibre 79999/20000 kbps
Powered by Asus RT-AC87R
°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°
Standard User Oliver341
(eat-sleep-adslguide) Wed 06-May-15 12:57:18
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Re: TalkTalk Support


[re: baby_frogmella] [link to this post]
 
And following the recent residential price increase, TTB and TTR are pretty much the same price now.

Oliver.
Standard User professor973
(fountain of knowledge) Wed 06-May-15 21:33:46
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Re: TalkTalk Support


[re: baby_frogmella] [link to this post]
 
Or TT reseller, which can give superb customer service.

Standard User AAuser27
(regular) Fri 08-May-15 16:29:23
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Re: TalkTalk Support


[re: TrevorSP] [link to this post]
 
When I had my A&A line connected the engineer used the TT fibre router as I didn't have one at the time and it did look decent.
Standard User TrevorSP
(knowledge is power) Tue 12-May-15 14:32:26
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Re: TalkTalk Support


[re: Sylcol] [link to this post]
 
Well my experience of BT so far since the transfer has been superb!
I think we can see from my TBB speed checks the difference very clearly !!!
I won't go on as I think it speaks for itself !!!
HERE !!!

Regards,
Trevor

http://www.thinkbroadband.com/speedtest/button/14087...
2 x TalkTalk upto 40mb FTTC lines, current speeds a good 37-38mbps on each one.(hiding behind an assortment of Asus RT-N66U Dual Band, DGND3700v2 Dual Band, DG834PN and DGN2000 routers) on: a Win7sp1 64 Ult. Desktop, Win8 x64 Pro (RTM) ) Desktop & Win 8 x64 Pro (RTM) Laptop. 5 x iPads, 1 x Archos 700, 3 x DELL C1760cn Wi-Fi Colour Laser Printers, Assorted Windows and iPhone Mobile phones, an 8ch CCTV system embedded into the Network along with an LG Smart TV, an LG Smart Blu-ray Player Recorder and an LG Smart Sound System.
Standard User NUTTER44444
(committed) Fri 19-Jun-15 23:07:08
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Re: TalkTalk Support


[re: TrevorSP] [link to this post]
 
I have talktalk for my fibre and calls (switched in Janurary) Last friday for seemingly no reason my phone line died (I only found out when I tried to phone my partner at 6 as our usual time) phone was ringing but I wasn't getting any incoming tone and I couldn't make calls either. Submitted a fault via online (now this was after 6 at night) The openreach engineer was rather surprisingly at my house 11 next morning (on a saturday) and I was back to normal by 12 (He did say though that the fibre had seemingly caused it perhaps whatever he meant as the exchange here is still over capacity (despite the fact we now have 2 cabinets) Still I impressed with the fact it got fixed so quickly. Completely unexpected and been very impressed with the service I have received in general from talktalk
Standard User TrevorSP
(knowledge is power) Wed 22-Jul-15 15:09:53
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Re: TalkTalk Support


[re: Sylcol] [link to this post]
 
I did note everyone's comments and took them on board, it must be just me that had a bad experience with them then. The fact is our outage was long and I had chalk marked the pavement outside where the fault was. BT agreed with me.
TT support would NOT call out anyone for me, insisting that the fault was inside the premises! I have all the routers unopened that they sent me!!!

When BT took over, not only did they do the pavement, but my speeds have been far better and more consistent with better latency than with TT.

I WILL PRAISE TalkTalk's billing process. I left my DD in place as advised by you and it was a dream. Somehow I got a £37.50 refund, which doesn't make rhyme not reason, but I then closed the DD and have heard nothing from them since.

Like I say, must have just been me with their support department. Suffice to say, everyone is happy now and the Grandson can resubmit his homework etc. saving a stack of printing!!! and we can watch all our HD films etc. in the living room from Now TV, iTunes and Amazon or whichever the Partner chooses for the coming month!!! smile

Now if TT could produce a remote for my Partner or Grandson, of course I would be back, like a shot!.

Regards,
Trevor

http://www.thinkbroadband.com/speedtest/button/14087...
2 x TalkTalk upto 40mb FTTC lines, current speeds a good 37-38mbps on each one.(hiding behind an assortment of Asus RT-N66U Dual Band, DGND3700v2 Dual Band, DG834PN and DGN2000 routers) on: a Win7sp1 64 Ult. Desktop, Win8 x64 Pro (RTM) ) Desktop & Win 8 x64 Pro (RTM) Laptop. 5 x iPads, 1 x Archos 700, 3 x DELL C1760cn Wi-Fi Colour Laser Printers, Assorted Windows and iPhone Mobile phones, an 8ch CCTV system embedded into the Network along with an LG Smart TV, an LG Smart Blu-ray Player Recorder and an LG Smart Sound System.

Edited by TrevorSP (Wed 22-Jul-15 15:11:37)

Standard User Pontefract
(committed) Fri 31-Jul-15 12:21:04
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Re: TalkTalk Support


[re: baby_frogmella] [link to this post]
 
In reply to a post by baby_frogmella:
TT residential is fine if you're happy with using their online forums all manned by UK based staff- they have 4,000,000+ customers so they must be doing something right. However if you want top class Warrington based phone support almost as good as AAISP (and certainly as good as the likes of Zen, IDNET) then TT business are your best bet.


There are quite a few of us ex-Zen staff at TalkTalk Business - thanks for the feedback smile

--
Paul Simpson

The opinions expressed in posts on this forum are entirely my own. They should not be seen as reflecting the views of my employer or as having been authorized or approved by anyone other than me.

PLEASE NOTE; I will not respond to unsolicited private messages.
Standard User baby_frogmella
(fountain of knowledge) Fri 31-Jul-15 15:16:18
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Re: TalkTalk Support


[re: Pontefract] [link to this post]
 
In reply to a post by Pontefract:
In reply to a post by baby_frogmella:
TT residential is fine if you're happy with using their online forums all manned by UK based staff- they have 4,000,000+ customers so they must be doing something right. However if you want top class Warrington based phone support almost as good as AAISP (and certainly as good as the likes of Zen, IDNET) then TT business are your best bet.


There are quite a few of us ex-Zen staff at TalkTalk Business - thanks for the feedback smile


I guess Mr T* wasn't paying well enough at Zen? wink Seriously, keep up the good work! smile
(*not B.A. Baracus)

°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°
TalkTalk Business Fibre 79999/20000 kbps
Powered by Linksys EA8500
°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°°

Edited by baby_frogmella (Fri 31-Jul-15 15:26:43)

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