In reply to a post by TALKTALK_SUPPORT:

Hi All,


If any customers do experience issues with TalkTalk we can also offer support via the TalkTalk members forum, where we wil strive to take ownership of your issues and implement resolutions as effeciently as possible.



Regards

Mark
TalkTalk Online Community Executive
TalkTalk Online Community Department

They should not have to use the forum, they should be able to get the same customer service if they phone Talk Talk, but they don't.

Talk Talk customer service by phone is as bad as BT, no, I will take that back, they are worse than Bt.


People wonder why I go for the smaller companies, may pay more, but at least I normally get decent customer service, plus a service that works.

People wonder why I go for the smaller companies, may pay more, but at least I normally get decent customer service, plus a service that works.

If the service works why would you need good customer service.

Two years with TalkTalk and i haven't had a single problem so for me the service works and i know i can get great help from the forum if phone support fails me should i ever need it., all for £3 per month.


.

Edited by Jack_Hackett (Wed 19-Oct-11 17:50:05)

Jack,

People post here about issues with and information about TT , and whilst your positive experiences with them are very welcome, they do not directly contribute to solving any problems that people are having or could potentially have with their accounts and/or connections. I believe you once visited the TT forum due to a problem with a router (?) but that appears to be the extent of your dealings with any kind of TT support.

I helped my cousin through a nightmare situation with TT, Mr. S even kindly offered to help at one stage, and reading your positive views about TT without any constructive help other than "visit the TT forum" was, if I recall correctly, not particularly useful at the time.

Cheers,

4M2.

In reply to a post by 4M2:

Jack,

People post here about issues with and information about TT , and whilst your positive experiences with them are very welcome, they do not directly contribute to solving any problems
4M2.

My reply was to this statement,"People wonder why I go for the smaller companies, may pay more, but at least I normally get decent customer service, plus a service that works" the op is basically saying in his view you need to use a small isp and pay more than the budget isp's to get a great service, as i pointed out that is not always the case, i was with IDNet before moving to TT so i have experienced of both high and low priced ISP,s.

As for your comment about a router you are correct, i was getting an intermittent problem and the OCEs in the TT Forum got it replaced for free, problem solved.

Edited by Jack_Hackett (Wed 19-Oct-11 19:18:55)

In reply to a post by zyborg47:

People wonder why I go for the smaller companies, may pay more, but at least I normally get decent customer service, plus a service that works.

1) Decent Customer service. Ok i'll be the first to admit that Talktalk's support over the phone is pants. But then again do you expect them to hire AAISP quality support staff for £3.49 pm broadband? Get real

2) A service that works. Can you give me any evidence (other than p2p throttling) that Talktalk's LLU service does not work? You see, like yourself, I chose "niche" isp's when my exchange was ADSL1 only. I went with the likes of Goscomb, Netplan etc (small hosting companies you've probably never heard of) and paid at least £40 a month for a 8128/832kbps service but come every evening my 7 meg speeds used to come down to 3-4 meg...this was purely down to exchange congestion nothing else. This happens on many ADSL1 only exchanges up and down the country come tea time. So you can imagine my excitement when TalkTalk LLU came along, offering me ADSL2+.

And if talktalk's actual service is so bad why are they not any former or existing customers on these forums saying this? Why is it always people whose best friends mother's daughter's friend's dad who had a problem with Talktalk who always complain the loudest?

And it's a blessing in disguise that C&W did not LLU my exchange last summer (1 of 256 exchanges planned) because had i joined C&W (via a reseller) i would be getting a slightly inferior service than what i'm getting now with TalkTalk. No fastpath profile on C&W LLU and paying a lot more! Whereas now i'm getting a full unthrottled*, fastpath service with at least 100gb downloads per month from Talktalk
* static ip address connection = no throttling

Jack,

But you have had no significant problems with TT, hence your views about TT are generally always positive and I certainly don't have a problem with that.

For sure if one's exchange is TT LLU enabled then TT's pricing is very attractive indeed but if there are any problems with the service that attractive pricing may not seem so attractive anymore...

You can have partial LLU on a talk talk exchange if required.

In reply to a post by 4M2:

Jack,

But you have had no significant problems with TT, hence your views about TT are generally always positive and I certainly don't have a problem with that.

For sure if one's exchange is TT LLU enabled then TT's pricing is very attractive indeed but if there are any problems with the service that attractive pricing may not seem so attractive anymore...

You are right my experience has been positive as has my family and friends who have moved to TT having said that i am not blind, i am a member of the TT forum and see new posts daily from customers having problems, a huge number of these are intermittent disconnection/speed related and as people who visit the forum soon realise a profile change in most cases sorts the problem, the OCEs will try a new profile soon after reading the post and will ask the customer to test it and keep them informed, in most cases this fixes the problem.
There are customers who have ongoing problems and the OCEs do their best to help but customers must realise if TT were to use call centres based in the UK with English speaking support workers they would not be able to supply the service at the price they charge.

Whilst that may well be true there should be some uk based tech support available via the telephone, as the the ADSL link from CPE and exchange can be vulnerable / prone to issues,

So in a situation where the customer is unable to access the tt forum to get the required assistance,due to a line fault that affects adsl or both adsl &ptsn
They don't seem to have a problem paying the army of sales staff that they employ in the uk so a handful of tech support in the uk should not be an issue

In reply to a post by Jack_Hackett:

If the service works why would you need good customer service.

Because things can go wrong and it is nice to know that there are people at the end of the phone line who knows what they are on about and not reading a script, which if deviated from will confuse the hell out of them.

Been there, done that, with BT, Plusnet, Mad As a Fish, who are plusnet on behalf of someone else, Talk Talk, again on behalf of someone else.

I only had to my ISp up once because of a problem and it was a pretty major problem when part of the network went belly up. Nothing they could do as it was being sorted, had internet back early hours of the next day.

These things happen, I know that and it is not the fact these things happen it is how the provider handle the problems.

when a so called Talk Talk engineer goes to someone's house, take the front of the phone socket off to access the test socket, plugs in a different router, leave and that is the last you see of them, then something is wrong.

what he done, I could have done and still the problem is there, but the person who pays for the service don't seem to be to bothered, apart from complaining that she can't watch catch up T.V now. with less than 1 megabit connection I wonder why

Two years with TalkTalk and i haven't had a single problem so for me the service works and i know i can get great help from the forum if phone support fails me should i ever need it., all for £3 per month.

Talk Talk basic broadband is a fiver a month, how they do it that cheap I have no idea, so you must be getting a reduction so you will stay with them. Talk Talk no doubt is hoping to get money back on phone calls

a forum is no good if you got no internet at all.