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Talktalk Help?????? or not to help? Now I know.
Likes # 0
Posted January 11, 2012 at 12:58AM
Its long but broken up for a quick read.
Speak as you find Tiscali now TalkTalk its been very good for the past 6 years the email side has been awkward most weeks to access just like today but I will access at some time in the day.
My Internet connection started to play up Boxing-day to go slow to no connection over the next 5 days. It wasn't the laptop as my sons and daughters laptop and phones would not connect.
First contact with TalkTalk and cutting a long story short they said the router was to blame. It wasnt a TakTalk router and they couldnt help until it was updated.
I was sent a D-link DSL 2680 so I started to set it up, it says at the start about going live and would be okay to use once I had gone live.
Never heard of going Live but been a customer for 6 years I ran the set-up and of course 2 thirds the way through it would not connect to the Internet just a big Red cross went through the set up.
So I rang rang the team for help I repeated the problem to two talk-Talk Technical Advisers (TA) I was told there was a problem in my area and all would be well in 2 days. (Fell for that one)
Ran set-up a few days later again no internet.
Back to TalkTalk same rigmarole of explaining what had been done tried etc.
After forty minuets on the phone of music I was told servers were down at this time.
I asked for TAs name and he seemed to have forgotten it, he repeated something and I pushed for his name after some mumbling he said Sam, probably in front of a Samsung monitor or laptop who knows he was the 4th who just passed me off.
Gave it a few days and still no Internet rang the team again this time with a cup of laced coffee of baileys try and make the experience enjoyable.
Repeated all to first advisor who passed me on yet again to TA that he could not handle on to a third and forth 50 minuets later some one asked me what OS I was using said he would test the router yipeeeeee getting some where and then said some people are having the same problem and we are working on it you should be connected by 2pm tomorrow aww crap and that was that.
Left it for a couple of days still no internet back to TalkTalk.
So this time same coffee with the bottle of baileys as well, here we go again as i got moved up the Que to the adviser she listened to all told and i did mention that I felt I was getting a poor service from the team of TAs.
Three TAs all men who pushed me off as they could not help.
The last one I asked would you talk me through the CD procedure as it loads and I will explain what I am doing. Reply I cant do that you need to go higher up, aw crap.
I also asked if he would like to talk me through making a connection on my laptop just to make sure all was in order, sorry sir was the reply.
You are TA arnt you. What do you cover and why was I connected to you sorry sir I cant help I will get you an adviser one moment.
I reckon it takes 15 minuets between music and the life of a TA to answer or wake up.
This time a lady Adviser she did listen well I told her the life storey, (Ever seen the advert about the donkey and mole yea I felt like the donkey.)
I will get some one to deal with your problem (really) over an hour had gone so changed land line wireless phones over in case battery ran out.
That flaming music was driving me nuts got cramp in my left arm holding the phone, I here you say well swap it to yer right arm, thing is cant here much in my right ear.
With a fresh phone and second slug of baileys in my coffee, (in fact the taste of coffee had sorta gone by now.) I settled back as the Lady said she would find me a TA who cold deal with the problem hmmmmmmmm.
Then it was my turn after been moved up the Que and then those words, How may I help you sir, ermm don't you know, no sir, told him the last person I talked to would get someone to help me after I had explained it all to her.
So repeated myself yet again, one moment sir, hey-up now what, kept coming back and saying sorry to keep you waiting for quite a while and then said you haven't gone live. You wont get a Internet connection until after the 19th of this month.
WHAT I rely on my Internet, well I don't but my turn to stretch the truth. Pour it on I did politely maybe with a slightly raised voice 19th what about business people etc. His English worsened to the point I kept asking him to repeat himself I gave up and hung up.
Of course with the new free modem that's no good until the 19th I now have 12 month contract with them as it was free. (Fell for that didn't I just)
Going Live I have since looked it up but had no word from TALKTALK via email.
How did I get on line to send this, yes its from my laptop in my home through TalkTalk baffling isn't it.
Put my old BT router on went through configuration manager and set it up on the laptop. On line slow but its good to be back.
TalkTalk (TA) Technical Advisers Is there 5 of them who sit in a small room taking turns in answering the phone.
Will I stay with them NO if you cant rely on the Technical Advisers help and get lied to then I'm off.
I am checking out 2 other ISPs it will cost more but I have time to do my home work and yes I will complain to TalkTalk them selves about the shoddy TAs they employ.
It will be more detailed than this but before Christmas I always recommended TalTalk.
Pros Any one asks cheap no bother for 6 years email can play up.
Cons. Help and Technical Advisers when things go wrong Total let down.
Don't Do Dont get sucked in at the end off 12 months and agree a further 12 months at a reduced rate. If things go wrong and you feel you are getting let down you are free to move ISPs.
Likes # 0
Posted January 23, 2012 at 3:01PM
i seriously thought twice going with TT however we didn't in the end regardless on what offers they make or how cheap they are. They are quite unreasonable when did sign up but cancelled. The cancellation process isn't as straight forward as they claim to be.
You have several telephone numbers people who cant conveniently hear you over the phone, some acting like foreigners. Some will say i have to talk to line manager about canceling and come back with different offer you signed up to bit more expensive.
Emails claiming the modem is coming and will arrive soon that didn't arrive at all and dates being put back or or not be adhered to.
Total beak down in communication, no listening to your needs or what you the customer wants.
So instead after the above problems i signed up to Virgin and its been great so fa but cut of twice over the last two years at most for one day.
Likes # 1
Posted January 23, 2012 at 3:03PM
To resolve the problems with TT i went on the net and TT executive phone numbers and contacted them to resolve my issues.
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