In reply to a post by Jack_Hackett:

In reply to a post by Myth:

120 happy customers out of 4 million. I think that might be an improvement

99.9% of TT customers are happy

Negative. 55%.

Still bottom of the serious players but not by much.

http://www.thinkbroadband.com/news/4903-ofcom-releas...

They could prolly get off the bottom simply by offering 24/7 support.

Edited by deleted (Thu 08-Dec-11 20:29:42)

Still bottom of the serious players but not by much.

They could prolly get off the bottom simply by offering 24/7 support.

Had a quick look, i think this comment sums it up perfectly -

Posted by Bob_s2 12 days ago
Customer satisfaction is a preety vague term. Different people will have very different ideas as to what they deem acceptable so unless it actually measure things that can be defined it is pretty meanigless

They are what they are and the cost will reflect the overall service, along with Bt and Sky they are jack of all trades and master of none. Some customers will be fine others not. If gaming is your thing, none of them would be in my thoughts as an ISP provider!

totally agree.
the entire thing was done for cost.but its clearly not going to work.
With Xilo or Ukonline dont think we had a moment of severe latency at peak times.

It says something when the members forum is being used more and more for customers to get across problems and one theme seems in almost everypost when they try and Deal with CS over the phone it just ends in a farce.

Ive also noticed now the mods on the forum are urging people to make new posts even though they are reporting the same problems as other posters.IMHO thats just making it worse trying to deal with the issue if clearly 5-10 people are reporting almost the same issues.

Other ISP's cost extra and yes you are correct you can see now why that is the case.

Edited by deleted (Thu 08-Dec-11 21:46:20)

In reply to a post by NilSatisOptimum:

They are what they are and the cost will reflect the overall service, along with Bt and Sky they are jack of all trades and master of none. Some customers will be fine others not. If gaming is your thing, none of them would be in my thoughts as an ISP provider!

You hit the nail on the head there!

I'm not a gamer, mainly browsing and downloading updates for my network of five Macs and watching films on an Apple TV. This averages around 75GB a month. Been with TT LLU for many years. No outages, no call centre usage and some use of the excellent community forums. Sync at 20Mb/s and download at 17.5Mb/s. The only other LLU provider in my area is O2/Be and any users I've talked to get nothing like the performance of TT.

so what exactly IS the point of TT having phone support that is panned by TT management, TT users, the british press, the british television, the british broadband media, british money saver organisations, organisers of satisfaction polls ..........etc etc ?

so go on jack, pretend you didnt see this or lets read your justification for a 9th rate service waffle.

i am waiting.

In reply to a post by bilbo8:

so what exactly IS the point of TT having phone support that is panned by TT management, TT users, the british press, the british television, the british broadband media, british money saver organisations, organisers of satisfaction polls ..........etc etc ?

so go on jack, pretend you didnt see this or lets read your justification for a 9th rate service waffle.

i am waiting.

Hope your O2 connection gets over your current problems

HI All,

If any customer do have an issue feel free to join the emmbers Forum or tweet us @TalkTalkcare

In reference to managing the forum we ask customers post a new thread for their issues to ensure our maangement of the issues are most effective. 1 Thread per customer per issue ensures we are treating each matter with the individual attention is requires.

Trying to Manage multiple issue posted in a single thread is far less effective than managing each thread and isue individually... you wouldnt expect telephony support to conduct conference calls with 10 customers at a time because they each ahve the same issue. Each customer is answered individually and their individual issues handled. Likewise the support we provide on the forum si the same and we ask each custoemr starts their own thread detialsing their issue so we can conduct relevant checks and manage the matter to resolution.


Regards

Mark
TalkTalk online community department

In reply to a post by bilbo8:

so what exactly IS the point of TT having phone support that is panned by TT management, TT users, the british press, the british television, the british broadband media, british money saver organisations, organisers of satisfaction polls ..........etc etc ?

so go on jack, pretend you didnt see this or lets read your justification for a 9th rate service waffle.

i am waiting.

I have a wonderful service and have never needed to use phone support so i could not possibly comment.

You can now move along and forget your bad experience from years ago, it really is making you one bitter SOB.

In reply to a post by Jack_Hackett:

Still bottom of the serious players but not by much.

They could prolly get off the bottom simply by offering 24/7 support.

Had a quick look, i think this comment sums it up perfectly -

Posted by Bob_s2 12 days ago
Customer satisfaction is a preety vague term. Different people will have very different ideas as to what they deem acceptable so unless it actually measure things that can be defined it is pretty meanigless

Customer service is certainly a 'preety meanigless' measure when customer service is closed.

Edited by deleted (Fri 09-Dec-11 21:04:15)