TalkTalk Support (community)

I have been a TT customer many years and although i have rarely had to use support i soon realised the community was the best place to get it if you had a means of logging on, the support staff were great but only worked Monday - Friday the weekends were covered by community stars who were knowledgeable volunteers, it would appear the aforementioned support staff have been replaced by a team of what can only be described as script monkeys who rarely give a solution I left the question below on the forum which was taken down soon after posting so no answer coming.
Well done TalkTalk you had possibly the worst reputation for poor customer service it just got worse.


Here is my my post on the community forum -
What has happened to this forum, members like me come here as a last resort after failing to get help from phone support and online chat and now all they get is the standard answer below, there used to be support staff here who would work through issues with customers to get things fixed quickly if you force the same customers back onto phone support and online chat you are going to lose them.

"Looks like a fault. Please contact the full fibre department using the details below:
Contact Number: 03451720074"

Edited by Jack_Hackett (Tue 24-Jun-25 13:37:10)

In reply to a post by Jack_Hackett:

it would appear the aforementioned support staff have been replaced by a team of what can only be described as script monkeys

Have the knowledgeable support staff been replaced with cheaper offshore people? why else would they have replaced them with less skilled people?

In reply to a post by PCJM40:

In reply to a post by Jack_Hackett:

it would appear the aforementioned support staff have been replaced by a team of what can only be described as script monkeys

Have the knowledgeable support staff been replaced with cheaper offshore people? why else would they have replaced them with less skilled people?

I don't know if that is the case but if i had to put money on it i would say it is, its too much of a coincidence the old support staff left at the same time with no mention they were leaving then this group who's names all end in TT suddenly appeared en masse, they don't seem to spend any time looking into customers problems like the old staff did they run line tests or pass them on to the phones and online chat as i showed in my OP, this will drive customers mad.

Edited by Jack_Hackett (Tue 24-Jun-25 13:19:46)

I still can't log in, so don't even get the chance of being 'driven mad'

In reply to a post by burble:

I still can't log in, so don't even get the chance of being 'driven mad'

Do you mean logging in to the community?

In reply to a post by Jack_Hackett:

In reply to a post by burble:

I still can't log in, so don't even get the chance of being 'driven mad'

Do you mean logging in to the community?

After several months of returning from TT business to residential I still can't log into my account, I'm guessing this is why I can't also log in to the community.
I did manage to log in to community once which I believe was due to stilling being logged in from before the change, but since then cannot log in.
The issue with logging in has been raised numerous times on 'chat', most times it results in being told it will be resolved in x days, but nothing happens, this last time I've been sent a email with a suggested 28 days to resolve.

After several months of returning from TT business to residential I still can't log into my account, I'm guessing this is why I can't also log in to the community.
I did manage to log in to community once which I believe was due to stilling being logged in from before the change, but since then cannot log in.
The issue with logging in has been raised numerous times on 'chat', most times it results in being told it will be resolved in x days, but nothing happens, this last time I've been sent a email with a suggested 28 days to resolve.

I had a similar problem for some reason I couldn't log directly into the support forum I had to log into my main account then use a link to the community forum this would then allow me to log into the community forum, I agree the log in issue has been addressed many times in the forum but many members have got nowhere, I don't imagine now all the good support workers have gone that will change any time soon.

In reply to a post by Jack_Hackett:

After several months of returning from TT business to residential I still can't log into my account, I'm guessing this is why I can't also log in to the community.
I did manage to log in to community once which I believe was due to stilling being logged in from before the change, but since then cannot log in.
The issue with logging in has been raised numerous times on 'chat', most times it results in being told it will be resolved in x days, but nothing happens, this last time I've been sent a email with a suggested 28 days to resolve.

I had a similar problem for some reason I couldn't log directly into the support forum I had to log into my main account then use a link to the community forum this would then allow me to log into the community forum, I agree the log in issue has been addressed many times in the forum but many members have got nowhere, I don't imagine now all the good support workers have gone that will change any time soon.

Another odd thing, I can still log in to my TT business account, it shows my copper telephone line as still being active although the contract ended on 1st March, we still have a phone connected to that and it works, we have been trying since that date to get the number ported to TT digital voice with no luck, very annoying as the line crackles like mad, we have a vulnerable member of family who cannot get his head around phoning a mobile so insists on phoning us on landline number, just this morning he rang up, gf could barely hear him and in end got him to put phone down so she could ring him back with mobile.

I left TalkTalk when I was able to get an FTTP connection, having previously only had either FTTC or G.fast available to me. I had a 24 month contract on G.fast and when that came up for renewal I left.

Moved to a "probably" more expensive provider but I have had zero connection issues, and when I have contacted them (via the own ticketing system) they have responded quickly.

Sadly with TT it seems you now get what you pay for...

As it's TT Business at present have you spoken to TT Business and reported the fault?

Can you report it online?

In reply to a post by burble:

After several months of returning from TT business to residential I still can't log into my account, I'm guessing this is why I can't also log in to the community.
I did manage to log in to community once which I believe was due to stilling being logged in from before the change, but since then cannot log in.
The issue with logging in has been raised numerous times on 'chat', most times it results in being told it will be resolved in x days, but nothing happens, this last time I've been sent a email with a suggested 28 days to resolve.

After the "upgrade" TalkTalk made to the community the login for your community account is now linked to your online account. I beleve it was stated as being for security reasons.

Sadly with TT it seems you now get what you pay for...

To be honest its always been the case, the joke used to be sign up enjoy unlimited usage at a good price and keep your fingers crossed it doesn't go wrong and for 15 years mine hasn't gone wrong in a big way, don't get me wrong I have had outages but they have never lasted long, when i have had problems i have used their online chat and it has has always been great.

The problem for TT is when people have problems they automatically phone and that is not something i will ever do again "once bitten twice shy" comes to mind.

In reply to a post by CJT:

As it's TT Business at present have you spoken to TT Business and reported the fault?

Can you report it online?

I'm no longer a TTB customer, although they are still running the copper line.
When we where on FTTC the line often became bad and internet speeds would drop, the ISP could see this and a OR engineer would be sent to try and sort it out, since we had FTTP installed a few years ago and the data and voice where separated it's been a mess, on one call to TTB support they claimed nothing was wrong with the line, this was despite both me and operator struggling to hear each other due to noise on the line.
On another occasion the phone was 'cut off', when I phoned TTB from my mobile they denied I had ever had a copper phone line with them!
It is my belief that TTB have somehow set up the details of my copper line wrong and they don't know quite how to handle it, at present I can still access my TTB account and it says our number is out of contract but still 'active' and it's a 'digital voice' number, We've never had a 'digital voice' number with TTB, the phone is an old Panasonic plugged straight into the 5C master socket

Oh no, this is terrible news. The OCE's have all gone? This was the only place to get any problems sorted. Last year, I had a FTTC fault - sync, but no internet. I tried online chat first, which was a painful waste of time. They insisted that I needed a new router, when I told them I'd already tried two.

As soon as I ended the chat, I left a message late afternoon on the forum and insisted on a Openreach engineer, who arrived 16 hours later, the following morning. It was a card failure at the cabinet - several others on my road had reported issues too (not only TT customers). Imagine if I'd waited for that router!

Now the community forum is scripted, I fear the next time I have some sort of issue.

Does anyone remember the really early days of the forums? They were the best days, with even proper network engineers on there, as well as support staff. Over the years, there have been several stages of dumbing down that service. What's left - AI bots, then complete closure?

Does anyone remember the really early days of the forums? They were the best days, with even proper network engineers on there, as well as support staff. Over the years, there have been several stages of dumbing down that service. What's left - AI bots, then complete closure?

Not looking good -
https://forums.thinkbroadband.com/talktalk/f/4779078...

The beginning of the end for the community forum and as the discussion in the link below suggests maybe the ISP -
https://forums.thinkbroadband.com/talktalk/f/4779078...

.

TT customer Crapservices posted that he got the third eero because the two he originally tried didn't cover his property (quote below)

I opened an account that carried the promise of total house WIFI coverage, but despite trying placing the second eero in various rooms and places I still had WIFI black spots. So as my contract allows I requested a third eero, which was enough to sort coverage out. So far so good.

I then received an email and return bag threatening that I would be charged if I did not return one of the two original eeros. I then had the hassle of getting hold of someone at TT to explain that there had been no exchange and get the false charge cancelled.

At no point did Crapservice mention purchasing an eero he made it perfectly clear he was sent the third one because the original two didn't cover his property so why did the support team member get this so wrong?

Here is the answer from new support staff member amahle-TT

Hi there, I do apologize for this. If you purchased an additional eero on Total Home Wi-Fi you shouldn't be charged since that equipment belongs to you.
Kindly contact our full fibre team and they will look into this for you.
Contact Number: 03451720074

Looks like this is the end of the community support forum as we knew it.

This is the full thread -
https://community.talktalk.co.uk/t5/Full-Fibre/Threa...

Edited by Jack_Hackett (Sat 05-Jul-25 17:47:54)

It gets worse -

Hi Keith,
Thanks for reply. Yes I have checked via looking across hands and have moved the 2.4 to the empty space in the middle, as other locals were using high and low band areas.
Do you know how I would go about getting one of the extenders you mention? Are they free from TT or should I just prime day a mesh system?

They are £30 plus delivery from the Better Value Team. I'll give you the number in a while.
Keith

Wow at least Dick Turpin wore a mask.

Seems a good time if you aren't under contract or it's running out soon to head for the hills. They can't afford to pay their carrier bills on time so not a huge surprise them trying to find other ways to reduce costs.

Agree, with all the issues at TT If I was a customer I would be on my bike as soon as I was out of contract.

Seems a good time if you aren't under contract or it's running out soon to head for the hills. They can't afford to pay their carrier bills on time so not a huge surprise them trying to find other ways to reduce costs.

Agree, with all the issues at TT If I was a customer I would be on my bike as soon as I was out of contract.

Thanks to both of you for the suggestions unfortunately i only moved to FTTP at the back end of last year so I have a long way to go, my service has been spot on so far so hope whoever buys them out doesn't screw it up.