Suffering and problems with TalkTalk broadband signup

[summerboy]

Well I'm no fool–a professional web designer, award-winning furniture designer and maker of over 35 years, able to repair virtually any mechancinal device, hardware, etc, etc (excuse the self-promotion) but the filling in the fields of an email account program is not all that self-explanatory.

I had put my full email address in the 'email address' field but assumed that my 'username' was a less strict field. I've had my account with Zen Internet for years (by the way: absolutely impeccable service, no complaints whatsoever, good Mac support too, but for £25 a month just for half a Mbps connection) and the account field with Zen is the first part of the email address eg zen9xx7 (full email address being zen9xx7@zen.co.uk). Hence my error is thinking I could use just the first part of my email address with TT for the username field.

Would be of immense help if TT did as Zen and others do which is to have a full step-by-step instruction aid (along with jpg screen shots of each dialogue box) for setting up the email account on their website. That way, people could simply copy the screen shots, substituting their own personal info, and THAT would prevent the error I made above, and no doubt many others make.

Will suggest it to C Dunstone.

[Psycho Steve]

Kev,

Just read your post, which I wish I'd read before signing up to Talk Talk! I ordered my Broadband in April... and I'm still waiting! In the end I had to send them an e-mail which was cc to Watchdog just to get a sensible reply. They say it is being reprovisioned and should be connected 14 days after that,.. I won't hold my breath.

I have now given them three MAC Codes as they last two months each, my current ISP seems to be very understanding.

Needless to say I am not happy! Wish I hadn't bothered.

I also had to give me MAC code three times as each time they said they had not received it. I ordered the package on 8 June and broadband was finally connected at the beginning of this month. Have written a letter of complaint as all this time I have been paying Orange £17.99 per month and after just reading this forum, also e-mailed a copy to Charles Dunstone. Thanks!

I'm just researching going back to BT after being told that I owe TalkTalk 4 different amounts by 4 different people, despite having paid 2 days ago, the payment was "never recorded". They cut off my line because they didn't activate the new direct debit, their phone lines are never answered... then I googled TalkTalk problems to find 137,000 sites - do you think there's a message out there somewhere? Maybe 137,000 messages?

Hi,Isigned up for broadband in march ,didnt get it till sept .didnt recieve any warning of switchover just got cut off from aol .took them a week to send installation cd,am now on broadband but cant set up more than one email account.customer service is abysmal with conflicting advice from day to day.
As of today no email service for three days.if you are thinking of siging up my advice is dont!

[ReSpEcT]

Hi. My first ISP was Freeserve, I still have my Freeserve e-mail address. The service was good but it was only 512. I moved to Tiscali for their 1 meg. This was my first mistake. The service was crap. It took me around 6 months to get my Mac code. I moved to Pipex. This was excellent. Never disconnected, the speed was quite good, only had to ring their support line once and that was to upgrade to their 2meg.

I then changed my telephone line to TalkTalk. For the sake of saving money I decided to move my Broadband account to therm as well. As already mentioned, without notice I was disconnect from my ISP. I had not received my modem or Software from Talk Talk. I found out by ringing Pipex Support who advised me that I was no longer with them.

I rang Talk Talk who said it woul be 2 days before my line was connected and she would send me my modem. She apologised for the erro. Talk Talk are good are apologising. Luckily I was connected the next day still using my own Speedtouch 330 and software. This was back in March.

Everything was fine until this month when they upgraded my exchange. The good thing was that I went from 2Meg to 4Meg connection. The bad news was that since the 13th I have not gone one day without being disconnected, my computer freezes, and sometimes I cannot connect at all.

I have spent hours on the telephone tying to get through, and when you finally get through they have no idea what the problem is and tell you that they will get someone to call you. They never do. After about a week of this, and not actually getting through to the correct dept. I have given up ringing them. I sent all the details on an e-mail from their website. Guess what, I have not received a reply.

To be honest, TalkTalk Customer service is WORSE THAN TISCALI.

My next step to e-mail them advising them that I will be sending copies of all all unanswered e-mails and call dates and responses to the regulator, internet
press, and Which. Following that I will tell them if it is not sorted out I will cancel by direct debit, as they have failed to give the service they have contracted to supply.

DO NOT JOIN TALK TALK. THE SAVINGS ARE NOT WORTH THE GRIEF.

It took the 9 days to get me a MAC code, despite daily phone calls.

These guys are f.ing useless.

Only problem is, I was going to sign up with UKOnline and they are waiting for the exchange to be upgraded by BT!

Now I know why this web-site is called The Scream!!!!

Originally Posted by Mannakin

yea..TalkTalk turned me down for a phone line cuz im black! they said sorry..we dont do negro's. down with TalkTalk.. what out for mohammed raza..that guy said he would come round to ma house and sort me out!

[JohnnyReb51]

Why dont you just login Simon, instead of posting with various anonymous names. ????

Finally, after mailing dunstone, I got a MAC - the process only took about 3 months of no reply emails etc.

I have now signed up for BT broadband, and may find I still get poor service, but as long as I never give amother penny to dunstone I dont care!!

Get away from these people!!!!!!!!!!!!!!

Originally Posted by tomwil01

carphone warehouse - callcenter inside info.
heres a bit of inside info. if you email the CEO of Carphone warehouse, Charles Dunston guess where the email goes? Charles Dunstone? Nope, straight to the high level complaints team. He never even knows its been sent. The email address was set up for those people who feel that they want their complaint escalating higher and is designed to give them a false sense of hope that their complaint is being listened to by someone more important, when in actual fact its the same department as any other complaint. Its the same old story with most companies now. they take on so many staff and give them all a small piece of the job, one person for picking up the phone and another for saying hello, then another to answer the query etc, that nobody actually knows anything about the job, which means that nobody actually can fix the problem 70% of the time and poor customer service is the result. The best bit, having worked for many of these dreaded meat market/ call centers is that they all have the same goal, to be the best customer service ever. Guess what carphone warehouses is? First contact Delight. hahahahaha, what a joke, ive worked there and nearly ever customer had rang time and time and time again for even the simplest query, and had been given different advice every time. For those uninitiated with working in a call center (they are all basically the same) heres another piece of annoyance. All staff on the phones are given targets and stats to chase and whilst some of these are necessary others work directly against the poor worker. The poor guy on the phone whose best intentions might well be to take ownership and fix YOUR problem is often paid performance related pay based on how many calls he/she takes and how long they are on not ready etc . In the case of carphone warehouse this ammounts to £3000P/A per person in bonus to do their job properly. but heres the best bit. Whilst they are told to provide first contact delight and spend as long as it takes on the phone to do so there is something called A.H.T that threatenes to loose the poor persons bonus if they do. A.H.T (Average handling time) how long across the day on average did the person spend on the phone per call. Carphone warehouses target for this is no longer than 3.59 per call. Considering most queries take this long after going through DPA etc and the fact that many people have more than one phone and number this puts added pressure on the call handler to fob you off and take the next call so that they are not paying the price through their bonus for helping save you grief. stats work against good customer service. People wouldn't mind waiting for the phone to be answered a little longer if they knew that when they eventually did get through there would be no rush to fix their problem and provide first contact delight as they are asked to do. Train better and give them the toold to provide what your asking charles...

Hi. My first ISP was Freeserve, I still have my Freeserve e-mail address. The service was good but it was only 512. I moved to Tiscali for their 1 meg. This was my first mistake. The service was crap. It took me around 6 months to get my Mac code. I moved to Pipex. This was excellent. Never disconnected, the speed was quite good, only had to ring their support line once and that was to upgrade to their 2meg.

I then changed my telephone line to TalkTalk. For the sake of saving money I decided to move my Broadband account to therm as well. As already mentioned, without notice I was disconnect from my ISP. I had not received my modem or Software from Talk Talk. I found out by ringing Pipex Support who advised me that I was no longer with them.

I rang Talk Talk who said it woul be 2 days before my line was connected and she would send me my modem. She apologised for the erro. Talk Talk are good are apologising. Luckily I was connected the next day still using my own Speedtouch 330 and software. This was back in March.

Everything was fine until this month when they upgraded my exchange. The good thing was that I went from 2Meg to 4Meg connection. The bad news was that since the 13th I have not gone one day without being disconnected, my computer freezes, and sometimes I cannot connect at all.

I have spent hours on the telephone tying to get through, and when you finally get through they have no idea what the problem is and tell you that they will get someone to call you. They never do. After about a week of this, and not actually getting through to the correct dept. I have given up ringing them. I sent all the details on an e-mail from their website. Guess what, I have not received a reply.

To be honest, TalkTalk Customer service is WORSE THAN TISCALI.

My next step to e-mail them advising them that I will be sending copies of all all unanswered e-mails and call dates and responses to the regulator, internet
press, and Which. Following that I will tell them if it is not sorted out I will cancel my direct debit, as they have failed to give the service they have contracted to supply.

DO NOT JOIN TALK TALK. THE SAVINGS ARE NOT WORTH THE GRIEF.

Originally Posted by ReSpEcT

When will you guys realise that noone cares if you cancel your direct debit in protest. Its only you that will end up paying the price because your debt gets to 60 days old and is sold to a debt collection company, who cares i hear you cry? nobody but you the next time you apply for credit and are declined because you have a default or CCj because you were stubbornly trying to stand your ground. Don't think for a second im not on your side, because i am. but it seems we as consumers don't have any rights anymore to protest against the shabby and unlawful treatment experienced by these call centers.

carphone warehouse - callcenter inside info.
heres a bit of inside info. if you email the CEO of Carphone warehouse, Charles Dunston guess where the email goes? Charles Dunstone? Nope, straight to the high level complaints team. He never even knows its been sent. The email address was set up for those people who feel that they want their complaint escalating higher and is designed to give them a false sense of hope that their complaint is being listened to by someone more important, when in actual fact its the same department as any other complaint. Its the same old story with most companies now. they take on so many staff and give them all a small piece of the job, one person for picking up the phone and another for saying hello, then another to answer the query etc, that nobody actually knows anything about the job, which means that nobody actually can fix the problem 70% of the time and poor customer service is the result. The best bit, having worked for many of these dreaded meat market/ call centers is that they all have the same goal, to be the best customer service ever. Guess what carphone warehouses is? First contact Delight. hahahahaha, what a joke, ive worked there and nearly ever customer had rang time and time and time again for even the simplest query, and had been given different advice every time. For those uninitiated with working in a call center (they are all basically the same) heres another piece of annoyance. All staff on the phones are given targets and stats to chase and whilst some of these are necessary others work directly against the poor worker. The poor guy on the phone whose best intentions might well be to take ownership and fix YOUR problem is often paid performance related pay based on how many calls he/she takes and how long they are on not ready etc . In the case of carphone warehouse this ammounts to £3000P/A per person in bonus to do their job properly. but heres the best bit. Whilst they are told to provide first contact delight and spend as long as it takes on the phone to do so there is something called A.H.T that threatenes to loose the poor persons bonus if they do. A.H.T (Average handling time) how long across the day on average did the person spend on the phone per call. Carphone warehouses target for this is no longer than 3.59 per call. Considering most queries take this long after going through DPA etc and the fact that many people have more than one phone and number this puts added pressure on the call handler to fob you off and take the next call so that they are not paying the price through their bonus for helping save you grief. stats work against good customer service. People wouldn't mind waiting for the phone to be answered a little longer if they knew that when they eventually did get through there would be no rush to fix their problem and provide first contact delight as they are asked to do. Train better and give them the toold to provide what your asking charles...

[Angelabove]

I wish i had found this site before I went and joined TT tonight, it looks like im gonna have a lot of problems if all these Horror stories are anything to go by!!...

Does anyone know if I can cancel with TT before they activate my line?? Ive only just phoned them up to sign up to the free broadband and after reading all f these stories not sure its gonna be worth it. I have not signed any contract, does a phone call constitute a signiture , is it legal and Binding as I dont think i want 18 months of misery.

They did not ask me forany code from my other Broadband supplier!!

Advice would be good!!!:

[Scoobs]

If you have only just signed up for them Angelabove you should be able to cancel under the cooling off time.

carphone warehouse - callcenter inside info.

For those uninitiated with working in a call center (they are all basically the same) heres another piece of annoyance. All staff on the phones are given targets and stats to chase and whilst some of these are necessary others work directly against the poor worker. The poor guy on the phone whose best intentions might well be to take ownership and fix YOUR problem is often paid performance related pay based on how many calls he/she takes and how long they are on not ready etc . In the case of carphone warehouse this ammounts to £3000P/A per person in bonus to do their job properly. but heres the best bit. Whilst they are told to provide first contact delight and spend as long as it takes on the phone to do so there is something called A.H.T that threatenes to loose the poor persons bonus if they do. A.H.T (Average handling time) how long across the day on average did the person spend on the phone per call. Carphone warehouses target for this is no longer than 3.59 per call. Considering most queries take this long after going through DPA etc and the fact that many people have more than one phone and number this puts added pressure on the call handler to fob you off and take the next call so that they are not paying the price through their bonus for helping save you grief. stats work against good customer service. People wouldn't mind waiting for the phone to be answered a little longer if they knew that when they eventually did get through there would be no rush to fix their problem and provide first contact delight as they are asked to do. Train better and give them the toold to provide what your asking charles...[/QUOTE]


Just been offered a job for Talk Talk and they did mention the £3000 bonus....all going well but then by chance I saw Watchdog on BBC1 tonight and now I've just read all this lot.

Things that make you go hhhmmmm???????????............

Well i will start at the begining i applyed for talktalk after moving house and got connected in June infact a few days before the live date. June to August no problem at all. Connected at 1.1mb and all working fine mid september wednesday all working at 1.1mb as usual. Then come home on Thursday to find a line speed of 4.5mb i think how nice they have upgraded to a faster speed. How wrong can you be nothing now works. First call to TalkTalk get but through to broadband section unable to resolve going to get second line support to call me. Have to wait 14days to get a call after 5pm as i work. Finally after missing them over and over again i received a call at 7pm i then went through lots of technical stuff to try and find the problem. this took 2hours by 9pm they decided that they could do nothing but get the line speed dropped and asked me to leave my computer on for 3 days. After 3 days I called them again and advised that i was turning my computer off and i would like to know what is happening. I was told that they would have to get second line support to call me back again. Lucky for me my other half was off sick for a few weeks so when the call arrived in the middle of the day he was able to go through all the technical stuff again 2hours. The lady from Talktalk said that she would call back when i got home. She did call back and after another 1/2hour later said the same thing that the line speed would be dropped. By this time it is getting very frustrating as they are not getting the line speed dropped. I then called and asked for compensation for the lack of service i finally got £5 when it is costing me £10per month. I then called again and asked the person who took the call to get a manager to call me back, apparently there are no managers. They can olny email them. I asked that they email and call me back. I get another call from Briadband support. I advised them that all the tests have been done and that the line speed was suppost to be dropped. Called again asking what is happening. Finally i was told that it might be the ADSL modem and that they would send me a new driver for this. 3weeks later still no disk. No line speed dropped various more calls asking for a manager. I then last thursday said enough was enough and called again asking for a MAC code so i can go else where. Only to be told that this would take 5 days and there was no way of getting this code any quicker. I will let you know if if arrives by thursday. But i am not holding my breath. I expect to be back on the phone.

[Alancp1]

After signing with Talk Talk there were some initial teething problems. I did not want the modem supplied as I connect with a router and some of the network settings supplied were wrong. Anyway after a bit of juggling broadband was soon up and running.
I did expect there to be teething troubles and when you consider the offer it was always going to be popular.
My surprise is that TT never anticipated this and so did not have the support in place before people subscribed. Hopefully over the coming months this will be expanded and better technical knowledge will be forthcoming.
I am an IT Technician so I do not have to rely on their tech support but having spoken to them to get the settings for my router it was clear their knowledge was quite shallow.
Anyway I have a 2meg connection until their Local Loop Unbundling equipment is installed when in theory my speed should be upgraded to 8meg.
I have noticed a slowdown in the evenings and it is very dramatic sometimes with speeds worse than a 56k dial up connection. After investigating the line and testing my speed at various times of the day it was clear that this was not a TT problem.
It was then revealed that the BT exchange was suffering a bottleneck and this was the problem.
I might have to suffer this until the LLU equipment is installed but I can’t help wondering why other people connected via BT (and I have been monitoring their speeds too) do not suffer the same fall in bandwidth that I do. Before I switched from BT to TT there was never a problem so could it be that BT are taking their revenge?

Why is it that I have trouble actually getting onto a web site despite my Network Connections showing that I am connected to the internet. Is this a problem with Talktalk broadband as I never had this problem with AOL.

I was connected nearly 3 weeks ahead of schedual, the first couple of days were not very good but after that all is fine.

Switching off the modem at night caused a few problems but once the software inside it was set properly all was ok.

[alexfido]

hi,i didnt have any problems with signing up to talktalk,the worse bits were actually getting on line and the emails.getting on line is ok know and the only way i found to read my emails was to download and use mozilla firefox which opens emails up every time.cheers alex

[TalkTalkBoy]

The problems with signup should have been resolved now

[stotty_79]

We have experienced nothing but incompetence and a different story each time we have contacted Talk Talk since we signed up. Here is my latest email which I sent to them tonight:

Dear TalkTalk,

I am severely disappointed that I am having to email you yet again. I have lost all trust in TalkTalk's ability to resolve my issue. I have included some previous correspondence below, however please allow me to explain why I have been left utterly exasperated by TalkTalk's incompetence.

My parents ordered your Talk3 package with free broadband back in August, it is now November and we are still not connected. In this wait of over 3 months we have been given at least 3 go live dates for our ADSL line, and yet here we are, still waiting. Two weeks ago now (Saturday 21st October) myself and my dad spoke to your customer services and 1st line technical support team. Both were unable to resolve our issue and so proposed that our case be sent to your 2nd line support team. An appointment was set-up for your 2nd line tech team to call us between the hours of 5pm and 10pm Sat 4th November, today. I found it rather poor that we would have to wait 2 weeks to be contacted but took the appointment anyway.

That Sunday (22nd October) I emailed TalkTalk at what I believed was Charles Dunstone's address (an address I am now faithfully informed is just a generic address used to let people feel they have contacted Charles himself, but actually goes to another team) with my complaints at the length of time this was taking and the poor level of customer service competence I had experienced. I received an uplifting reply that led me to believe TalkTalk cared about my issue and that something was being done. Sadly this hope was misplaced. I received a text message on my mobile phone later that week informing me I could text it back if we still needed assistance. I did this and heard nothing further, not that it mattered too much, after all we were going to receive a call on Saturday 4th November, weren't we?

So tonight, my dad and I sat in awaiting the appointed call from your 2nd line support, much to the disappointment of my younger siblings who could no longer go to the local fireworks display as we didn't want to miss this call. Alas, surprise surprise we never did receive that call from your 2nd line team in those hours of 17:00 to 22:00 despite the confirmation in an email I received yesterday from TalkTalk yesterday

"I can confirm that the call scheduled for 4th November 2006 between 17:00 and 22:00 is still placed within our system and that should you stop in between these times that you should receive our call." - TalkTalk Correspondence

Approaching the end of the evening I had lost all trust in TalkTalk and suspected we wouldn't receive this call, so my dad called your customer services to find out. He spoke to Krupendra who tried to help and offered to send a message through to 2nd line support. However when asked if we could be put through to 2nd line tech support my dad could only concur with his statement that "2nd line don't like to be called or talk to people". Talking to people definitely seems to be out of their remit.

At 5 minutes to 10pm my dad then called again in desperation to speak to someone. This time he called technical support where he spoke to Florence. After relaying his frustration to Florence you can only imagine how much of a shock it was to learn from her that 2nd line only call people within office hours. Questioned about this she confirmed twice that this was the case. How could this be, surely TalkTalk didn't tell us to waste our evening in for absolutely no reason at all when the call was blatantly never to be. Undeterred, she offered my dad a new appointment, wait for it, ....... for Sunday 5th 17:00 - 22:00, yes, those famous office working hours of Sunday at 5 til 10 in the evening. Rather confused, my dad was left with no option but to accept.

So seeing as your 2nd line team are unable to work the telephone, let alone fix a telecommunications/networking issue, I hereby offer to tell you what is wrong with my parents broadband connection. The ADSL line is not active. Yes, that is right, despite your records showing that it is, the ADSL line is in fact down! Whether this be an error on your part or the BT engineer who would have been sent out to activate the line at the local exchange point, I will bet my pants that this is the problem.

I do so hope that 2nd line call us tomorrow evening, I would hate to have anyone in my family shout at Florence again, she seemed like a nice girl really, though I have only heard her voice and never actually met her. I would also like to add that despite my parents still having trust in you and a bizarre willingness to continue to give you a chance to succeed (they are such nice, trusting people, really) I will be posting my family's abysmal experiences with TalkTalk on the following forums/websites as I am less forgiving:

http://www.the-scream.co.uk/forums/
http://www.pcadvisor.co.uk/forums/
http://paler.com/forums/
http://forums.moneysavingexpert.com/

Perhaps you should take a look at some of the threads on the above site, not many are very favourable. I do hope that you are able to turn my opinion around, I'd certainly feel better if you could provide us with a satisfactory resolve to this.

Account number: ********
Account Holder: Mr ***** *to*t, or for some reason Mr ***** Staff if you read it from your computer records. I can only presume that Mr Staff is kind enough to pay our bill also, perhaps you could thank him from us?

Yours sincerely
Ben *to*t

[swainston]

yes they are cr#p, and as much as talktalk boy goes on how wonderful they are i'm afraid he's very mistaken........swainston

[TalkTalkBoy]

Stotty_79,

I feel i should correct you on a few of the comments you just posted.

1. 2nd Line Call customers from 8am until 10pm 7 days a week. This is not only during office hours.

2. 2nd Line should only be dealing with you if you have actually passed your go live date and the broadband has been activated and you should be getting broadband but for some reason or other are not.

3. The Charles Dunstone email is frequently accessed by charles himself and i have seen in the past emails that have been passed through to second line to deal with directly from Charles and not a team or group. His emails may get passed on to other people to deal with but he does read these and reply. But of course he does not have the ability or knowledge to fix every single aspect of the broadband service so passes these on to the specialist areas.

4. Why you where told 2nd Line do not like to speak to people i have no idea. When the 2nd line advisors come in the first thing they do is start calling customers back from 8am-10pm. They are currently trialling an inbound warm transfer method for customers but not all first line CSA's are able to do this at present (as this is a trial more and more 1st line teams are bieng allowed to warm transfer to 2nd line) currently there is a team of around 30 2nd lind advisors accepting warm transfers inbound to them. Although if the waiting time is longer than 45 seconds inthe queue to transfer to them then you will not be transferred.

5. The callback dates are estimates. The business changes on a daily basis and waiting times go up AND down depending on many differant variables. Currently they stand at ...Morning approx 2 days.....afternoon approx 3 days.... evening approx 12 days. These are going down quickly and we should see same day or 1 day callbacks very shortly.

6. You may have previously missed a callback from a second line advisor who will have tried your house number as well as your mobile number (in the timeslot requested). If there is no answer then a voicemail is left asking to call the technical line back if still having a fault. If thhey do contact you on your mobile number and you are not at home, they can arrange anothe callback for you.

6. If you have replied to a text then you will recieve a callback within around 2/3 days. Its not a case that callbacks are deleted or not done, but they are not always put through by the first line advisors as requested and we do not recieve the callback request.

I hope this clears up a few things.

[stotty_79]

Dear TalkTalkBoy,

Thanks for the response, sadly you have not really corrected anything I have said. The email is an account of what has happened so far and I would like to return my opinion on the points you raised.

1. You have corrected Florence of 1st line tech support on the matter of when 2nd line do call backs. Thank-you for clearing it up though.

2. You have clarified exactly what has happened, we have passed our go-live date 3 times! TalkTalk are insistant that the broadband is active, though only confirmed because the computer system says so - sadly this is not the case and I work in the telecommunications/networking industry so will be most upset if I am proved wrong. Seems to me their is a problem at the local exchange, one which TalkTalk should be insisting that BT sort out.

3. Charles Dunstone may frequently check the email of the address I sent it to, but your statement only concurs my view that this is a shared mailbox that other people other than Charles have access to. Though I am releived to hear that Charles does actually check it frequently and bow to that, I still don't know if Charles has seen MY email.

4. How does one get to be warm-transferred? Time and time again I have been told by customer services and 1st line tech support that 2nd line tech only call out and that there is no technical means for another advisor to transfer me to them.

5. The correspondence I had with TalkTalk was not one of an estimate. At no point in time was I told it was an estimate. I even emailed support to check I was still going to receive a call at the allocated time. If you read my first post above then you can even see a snippet of the email I received from TalkTalk confirming this. That snippet contains the exact words sent to me and I have not omitted the words "estimate", "possibly", or "maybe" at all.

6. We did not miss a call back. In fact we actually received a call back at around 12pm the day we were meant to receive a call between 5pm and 10pm. Sadly my father and I were out and my sister answered the call but was unable to do anything as she didn't know what was going on. The advisor then told her he'd call us back at 3pm. This didn't happen either.

Now I have to ask, if I made an appointment at the doctor for 5pm, but then showed up at 3pm complaining that I had turned up but it was the fault of the doctor that my appointment was missed as he wasn't ready for me at 3pm, would this be acceptible?

7. I replied to the text over 10 days ago and heard nothing. If the 1st line advisors did not put my callback request through to second line as you have stated then you have only confirmed the incompetence of 1st line. For which I thank-you and point out that we obviously agree on something.

Thank-you for trying.

[swainston]

give up and walk away stotty ,,its the best thing you can do if you want a quiet life my friend...

If you are tied in,, have a real go at them about how **** they are then they'll let you go without penalty , lot of people are doing that everyday, just mention "trading standards" or "ofcom" and they will give you a mac code to leave and reconnect with a proper isp.

swainston

give up and walk away stotty ,,its the best thing you can do if you want a quiet life my friend...

If you are tied in,, have a real go at them about how **** they are then they'll let you go without penalty , lot of people are doing that everyday, just mention "trading standards" or "ofcom" and they will give you a mac code to leave and reconnect with a proper isp.

swainston

Originally Posted by swainston

1. I signed up for TT as my telephone provider 3 months before my Plusnet BB contract expired.
2. Two months later, anticipating PN' slow reply, I requested a MAC.
3. Receiving my MAC code within a few days I immediately updated my TT package.
4. I emailed TT the MAC straight away.
5. Within one week of TT receiving the MAC i was up and running.

Perhaps some of the connection problems arrise from your old suppliers or from BT.

[stotty_79]

Update on our situation:

Received a call from a very helpful, knowledgable and friendly 2nd line tech support advisor this afternoon. He helped ascertain that there most likely is an issue with our ADSL connection at the exchange and that BT will have to come out to do some testing/fixing.

Finally it feels as though someone is doing something. I am informed that we should hear from Talk Talk either Wednesday or Thursday to confirm it has been fixed. So fingers crossed that we have internet by Thursday!

I will post later in the week and let you guys know the score.

[TalkTalkBoy]

Stotty, Please be aware it may take a little while longer than thursday if an engineer needs to visit the exchange and check your settings. As much as possible will be done remotely before dispatching an engineer to visit. If your faults been logged to BT then it will probably not be picked up by them until tomorrow or maybe tuesday. But at least it is being looked into. Who knows, you may have even spoken to me

[The Dynamo]

Stotty, Please be aware it may take a little while longer than thursday if an engineer needs to visit the exchange and check your settings. As much as possible will be done remotely before dispatching an engineer to visit. If your faults been logged to BT then it will probably not be picked up by them until tomorrow or maybe tuesday. But at least it is being looked into. Who knows, you may have even spoken to me

Originally Posted by TalkTalkBoy

Well there you go....

I do hope TalkTalkBoy that you are being amply rewarded by Charles for the excellent service that is being provides via The Scream! for the few disgruntled TalkTalk customers........

I of course am one of the many who have had a relatively smooth transition from my previous ISP.......

[TalkTalkBoy]

i wish lol, its totally voluntary in my own time i help out on here. And of course in a totally unofficial capacity. However i wouldnt say no to any reward :P

[The Dynamo]

i wish lol, its totally voluntary in my own time i help out on here. And of course in a totally unofficial capacity. However i wouldnt say no to any reward :P

Originally Posted by TalkTalkBoy

Well that is unfortunate.....IMO this just has to be a good option for dealing with many of the problems as opposed to using a call centre.....