2nd line closes at 9pm ...

now recordrd mes saying closed and they will be here to take my call between 8am and 10pm , just phoned 9.09 and they r closed !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

they cant even get that right

Maybe they haven't yet changed their clocks after the end of summer time...

This is only a temporary measure which was introduced late last week due to the high call volume. Opening times will return to normalk shortly.

am i being thick but how will that help the high call volumes ?

Its because people who were contracted to work until 10:30pm to clear the queues were actually having to work until 11:30pm in come cases. And not all the centres stay open until 10pm some close at 9 and others at 9:30 .

It means rather than leaving customers in the queues all night because people couldnt answer them, the staff have a chance to answer every call and clear the queues down.

Edited by deleted (Mon 03-Dec-07 22:55:20)

The best way to reduce the queues is to have a system that works and isn't overloaded....

i understand and agree with what you are saying , byt surly it would be better if first line wernt allowed to just put everyone tru to 2ndline , b4 they were allowed to do this you got tru in a couple of mins i have spent hours sometimes trying to get threw

More staff have just been recruited to handle more 2nd line calls. But the training does take a few weeks.

With 2.6 Million customers it is vcery easy to get a queue of 80+ people. If telephone lines where designed with ADSL in mind way back when they were installed pre WW2, this may be somthing which is easier said than done.

The service levels have improved alot since the initial launch date of the Free Broadband from talktalk but on a system which is built around BT's infrastructure it is not always possible to give a 100% serivce to everyone.

I have phoned 2nd line loads of times....

and its a joke phoning em...

I been answered only to be left listening to the people in the call centre working and not answering me, phoned answered and put down again. or answered and put on hold and left on hold

and all this after a 50 mins wait before they answer you..

the longest I been on to 2nd line in total is 88mins only to be put on hold and then to be cut off..

not the way to treat the customer is it

I have had a problem with my connection dropping all the time and i have tired different routers.....and thats why I been phoning 2nd line, 3 or 4 time aweek for months and am sick off em.

now im trying Emails......and thats not much better

IF ANYONE IS THINKING OF MOVING TO TALKTALK......THINK AGAIN,