TalkTalk Customer Support and their scripts!

The WiFi in my router has been getting worse the last few weeks, repeatedly dropping WiFi connections randomly and yesterday went completely so nothing could use WiFi at all. I tried to order a new router from TT but it didn't go down very well at all! Made me jump through loads of hoops for some reason and the problem still hasn't been resolved. They were hellbent on booking me an engineer, sadly, I work in the NHS so getting time off is like trying to write a novel with your hands tied behind your back There is no way on Earth I would be able to have an engineer out for at least a month with my current rota.

I've changed my name and removed any contact details from this chat transcript

TalkTalk: You are now through to Kerusha. How can I help you?
ChefExcellence: Hello, can I have a new router sent out, my current one has stopped working correctly even after a factory reset
Kerusha: Hi, ChefExcellence. I trust you are well today.
Kerusha: I am sorry to hear you have an issue with your router. I can assure you that I will do my level best to assist you further.
Kerusha: I can not send out a new router without doing further checks.
Kerusha: I just need to take some details so that I can open your account. Please can you reply with:
� Your full name
� Your phone number
ChefExcellence: Removed
Kerusha: Just to confirm, you have no broadband, am I correct?
ChefExcellence: No the broadband works, but the WiFi has stopped working
Kerusha: My system will prompt me to ask you further questions regarding your issue, this will help me determine what could be the cause of this and find a resolution. Is that okay with you?
ChefExcellence: Ok
Kerusha: Are you using your home TalkTalk internet connection or a mobile data (3G/4G) connection to chat to us today?
ChefExcellence: 4G on mobile as all my devices are wireless and can't connect
Kerusha: Are you at home?
ChefExcellence: Yes
Kerusha: Can you please elaborate for me what are you experiencing with your broadband is it slow speeds , dropping connection or you are unable to access into the internet at all ?
ChefExcellence: The broadband is fine wired, it's just wireless keeps dropping out every device at the same time every 2 minutes
Kerusha: Could you confirm which router you have please? The router make and model can usually be found on a sticker on the back of the router.
ChefExcellence: It's a Huawei HG633
Kerusha: We will now need to run testing on the phone line, which will aid in determining the cause of the problem. Please ensure your equipment is plugged in and powered on whilst we run some intrusive tests.
Kerusha: I�m now running a test on your line, which might take a few minutes to complete.
Kerusha: The test will start by looking at the TalkTalk network, then into your local telephone exchange and from there, the equipment between the exchange and your home.
Kerusha: Depending on the results of the test, we might need to take a closer look at your phone and broadband equipment within your home.
ChefExcellence: Ok
Kerusha: Most of the faults we deal with are related to home equipment and can be resolved fairly simply. If this is the case, I�ll be able to guide you through some checks, which normally take around 15 minutes depending on what we find.
Kerusha: If the test finds any problems with the phone line, this will need further investigation by an engineer. If this is the case, I�ll be able to book an appointment for you today.
Kerusha: The test is now running. I�m just waiting on the results, which won�t take long.
Kerusha: We have ran a broadband line test and that has identified no drops in your connection on the Openreach network.
Kerusha: I just want to check if everything is okay as I haven't received a response from my last post to you?
ChefExcellence: Yes
Kerusha: How are you connected currently on the device that your are using? is it wired or wireless?
ChefExcellence: 4G (I already mentioned that above?)
Kerusha: Does the issue affect just one device, or other devices too?
ChefExcellence: All wireless devices
Kerusha: Is your device within 3 metres of your router and within line of sight (i.e. no walls, floors or doors between)?
ChefExcellence: 5 of them are within 20cm of the router
Kerusha: How many bars do you currently have on your Wi-FI signal?
ChefExcellence: When things connect they have 5 bars, but they only stay connected for a maximum of 2 minutes before disconnecting
Kerusha: Is there anything between your router and your device, such as other devices ?
ChefExcellence: Only other wireless devices, but like I say, everything goes off, even the ones closest to it
Kerusha: Is your router facing towards the device or away from the device?
ChefExcellence: Towards
Kerusha: I�m now going to try to restart your router automatically.
Kerusha: If I�m unable to do this, I�ll talk you through it.
ChefExcellence: I've tried this plenty of times to no avail
Kerusha: Please restart your router. To do this, either press the power button on the side or switch it off at the socket, then back on again.
ChefExcellence: Rebooting
Kerusha: As you look at your router from the front, please check the Broadband or ADSL light (usually the second light from the left). Is this a stable green?
ChefExcellence: Not yet
Kerusha: Please confirm the colour/status of the power light on the front of your router.
ChefExcellence: Green
Kerusha: Have you switched your router off and on again in the last day?
ChefExcellence: Yes
Kerusha: I need to check which type of master phone socket you have - you'll find it where your phone line enters your home. Using the below images, can you please tell me which type you have?
(Sends pictures)
ChefExcellence: The bottom one
Kerusha: Please confirm the name of the master socket
ChefExcellence: The 5C MK4 ... I'm not sure how any of this is relevant, the ONLY issue is with wireless devices, cabled devices are fine. Testing the line doesn't test the router or anything connected to it.
Kerusha: Please confirm the name of the master socket.
ChefExcellence: I just did
ChefExcellence: NTE5c MK4
Kerusha: You need to confirm the full name.
Kerusha: Thanks.
Kerusha: Is the ADSL lead connected to the ADSL port on the socket?
ChefExcellence: Errm, yes?
Kerusha: Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin or straightened paper clip, which you'll need to hold in for 30 seconds.
ChefExcellence: I've done this 3 times. If I keep rebooting it I'm just gonna cause the DSLAM to kick in and throttle me
Kerusha: You will need to do the above so we can fix your fault.
ChefExcellence: I've tried it, 3 times
Kerusha: Please try again.
ChefExcellence: Done, but it'll be pointless
Kerusha: Thanks.
Kerusha: As you look at your router from the front, please check the Broadband or ADSL light (usually the second light from the left). Is this a stable green?
ChefExcellence: No it is still booting
Kerusha: Do you have a microfilter? (Please say you are kidding?)
ChefExcellence: No...
Kerusha: I am going to send out a microfilter to you. Please confirm your address. (Whaaaaa?)
ChefExcellence: I don't need one, I clearly said above that I use a MK4 socket
ChefExcellence: It has a microfilter built in
Kerusha: I do understand (no you don't) I'll now need you to remove the faceplate from your master socket.
ChefExcellence: Why? To use the test socket? How does any of this help diagnose a problem with the router. I've borrowed a router from a neighbour for testing purposes and it worked fine. Upon plugging mine back in, the Wi-Fi stopped working again. It's obviously a fault within the router itself as opposed to the connection.
Kerusha: I am running further checks.
Kerusha: You will need to remove the faceplate so I will be able to continue with the checks.
ChefExcellence: The connection is 1 million percent fine over cable though.
Kerusha: Please read above.
ChefExcellence: Fine done
ChefExcellence: I've plugged it all into the test socket using a brand new micro filter
Kerusha: We'll now need you to connect your microfilter, ADSL cable and router to your test socket.
ChefExcellence: Already done
Kerusha: As you look at your router from the front, please check the Broadband or ADSL light (usually the second light from the left). Is this a stable green?
ChefExcellence: Not yet
Kerusha: Do you have another TalkTalk router you could use?
ChefExcellence: No if I did I wouldn't have needed to contact you in the first place
ChefExcellence: The only routers I have are older third party ones
Kerusha: I will need to book out an engineer.
Kerusha: Usually, the engineer will contact you the night before the visit, between the hours of 5:30 pm and 8pm.
Kerusha: This call will allow the engineer to confirm a more specific timeslot with you, for your appointment. If you're unreachable during these hours, the engineer will try again on the morning of the appointment.
ChefExcellence: Why do I need an engineer?
Kerusha: My system has prompted me to book you an engineer as the fault was not detected with your router.
Kerusha: If you do call our team, they will do the same checks with you and you will be advised to book out an engineer.
ChefExcellence: Why do I need an engineer to swap out a router?
Kerusha: As mentioned above, my system has detected a fault in your property.
ChefExcellence: What fault? The only fault is the lack of Wi-Fi which your system can not check
Kerusha: I do not have the system to confirm that.
ChefExcellence: Everything apart from Wi-Fi is working fine
ChefExcellence: There is no fault, it works 100% fine on Ethernet. 73Mb down and 19Mb up, all day long.
Kerusha: Are you going to book the engineer?
ChefExcellence: No
ChefExcellence: I do not need an engineer
Kerusha: Okay, ChefExcellence.
Kerusha: Before we end our chat. I want to make sure that I have answered all of your queries today, would there be anything else that I can help you with whilst we still have this chat?
ChefExcellence: No you havent
Kerusha: Thank you for chatting with us today, ChefExcellence. Enjoy the rest of the day and take care. Goodbye.
ChefExcellence: How does changing the mixcofilter help solve Wi-Fi issues?
ChefExcellence: How does using the test socket help solve Wi-Fi problems?
Kerusha: As mentioned above, the system prompted me to book out an engineer, if you do not want to book out an engineer, I can not do any further checks nor send you a new router because the system did not find a fault with your router.
ChefExcellence: The HG633 is notorious for being unreliable, your own forums are full of complaints
Kerusha: Then you will need an engineer.

Anyone have an idea of how I can get a new router? I've tried third party routers but they don't seem to work that great on TT

Hi

Like so many ISP's the script used by their support can be most frustrating, a lot of this about avoiding charges to both the customer and the ISP imposed by Openreach. However to get back to your problem. You say the connection is completely stable when connecting via ethernet. If you are only experiencing the problem when connecting via wireless then this suggests the problem is local to your premises, and as this is occurring with both routers you have tried, it could be a problem of local interference from another electrical device or perhaps a new neighbor whose wi fi is interfering with the signal. If it is a local issue then an engineer visit is pointless. Have you tried selecting a different wi fi channel on the router ? most router select a channel automatically which can often cause problems if there are several routers in close proximity e.g. if you live in a block of flats. Often the problem can be resolved by using one of the higher number channels which are the last to be allocated by the automatic system.

I hope this helps, if you are still getting problems when you callvsupport ask to be put through to a supervisor

Request for a new TT router through the TT forums, however you�ve got to understand they don�t hand out new routers willy nilly so you will have to go through the correct protocols - but at least their forum staff are UK based and technically competent.

Alternatively if you�re not using TalkTalk�s tv service ( which can be a pain to setup on 3rd party routers) then buy something like the Billion 8900ax or Tp Link VR2800 router.

Hi

I don't think you were talking to a real person, that reads like a computer doing the chat.

Regards

Phil

In reply to a post by ChefExcellence:

Anyone have an idea of how I can get a new router? I've tried third party routers but they don't seem to work that great on TT

As has been suggested use the support forum and paste that conversation (or the relevant parts of it) in the thread, bear in mind its not 24/7 support but if you post tonight you should hear from an OCE tomorrow they have sent many routers out for testing so you should be fine, having asked for a replacement router myself i know they will not give you the runaround that support worker did.

https://community.talktalk.co.uk/t5/Fibre-Broadband/...

.

ChefExcellence, You've got more patience than I have. I had so many problems with TalkTalk some years ago, I honestly wouldn't use any of their products even if they were free.
Just reading that transcript brought back similar memories of my dealings with this company. I know it can feel "robotic like" with anyone using a script, but I could feel the frusration reading through your experience.
Well done for keeping your cool.

Edit: I've had Telecom Overseas call centres not knowing what connections we have for our telephone devices in this country.

In reply to a post by PhilipD:

Hi

I don't think you were talking to a real person, that reads like a computer doing the chat.

Regards

Phil

I always thought i was talking to a computer when I spoke to customer service on Talk talk on behalf of other people, I thought BT and Vodafone customer service was bad, but Talk Talk is atrocious.

I know Plusnet is part of BT, but their customer service is better, not as good as it used to be mind you. Maybe some of these other providers should stop trying to do customer service on the cheap.
I suppose you get what you pay for, saying that Talk Talk is no cheaper these days than any other.

In reply to a post by zyborg47:

In reply to a post by PhilipD:

Hi

I don't think you were talking to a real person, that reads like a computer doing the chat.

Regards

Phil

I always thought i was talking to a computer when I spoke to customer service on Talk talk on behalf of other people, I thought BT and Vodafone customer service was bad, but Talk Talk is atrocious.

I know Plusnet is part of BT, but their customer service is better, not as good as it used to be mind you. Maybe some of these other providers should stop trying to do customer service on the cheap.
I suppose you get what you pay for, saying that Talk Talk is no cheaper these days than any other.

I have spoken to TT customer service a few times in my 10+ happy years with them, i have done this by phone, live chat and their support forum, i would rate them as -

Live chat - very good and you can keep a call log so you have backup in case there are problems further down the line.

TT community support forum - if you do not need instant help the community forum is a great way of getting help, the OCE's are very helpful but bear in mind its not 24/7 and they do not work weekends, having said that the forum is manned and any important problems can be highlighted by the weekend staff so the OCE's will pick it up on Monday.

Phone support can be very frustrating especially if you cannot understand a word they are saying and they cannot understand you, this has happened to me in the past and is the reason i will never ring them and prefer to use one of the methods above.

.

Totally agree with chippytea's sentiments, although not been with them quite so long, any problems always sorted via their Live chat or especially the support forum.

Any issues I had with TT (only 2 in 3 years) i've gone via the TT Support forum.

They're very good on there.

I never use TT's kit though so when I was with them, I had very little issues.