05/03/2020
Please, please before deciding on a telecom provider, do not consider Talk Talk. Here is yet another case that I got involved with. A 88 year old lady with heart problems. I spent an hour trying to get them to help, eventually left hopefully that they may help.
I proved the fault out onto The External Network. The lady sent me the following! Be warned Talk Talk are awful on correcting problems!
Dear Mr Hussey
Despite your good efforts on Tuesday with Talk Talk in trying to get them action my telephone fault they refuse to send out Open Reach.
Following receipt of an e-mail from them on Tuesday lunchtime asking me to contact them I did so three times Tuesday afternoon.
First time – their employee carried out her questions and tests and at one stage got to the point of saying she would arrange for an appointment with Open Reach only to come back to me a few minutes later saying she could not so do because Open Reach were busy and she said I should ring back in about 90 mins. That conversation lasted 33 minutes.
Rang back after 90 minutes and the next Talk Talk lady said she had to do more tests – after 20 minutes came back and said her system was playing up and I should call the number again and speak with another employee.
Rang back about 30 minutes later and had to start all over again and was subsequently transferred to Marco in Technical Support. He said he could not contact Open Reach until a Talk Talk Engineer had access to our home to check it was an outside fault not an inside fault. I told him of your visit that morning but he would not accept my word. At first I refused to let anyone from Talk Talk enter our home but he countered that if that were the case he would not be able to help me. Thank goodness you had told me about charges, so I said I would let them come provided he guaranteed I would not be charged for the visit. He said he would have to talk with his Manager and eventually came back and confirmed that there would be no charge unless our system had been damaged. At least that is on their tape and I have kept a note of the conversation that lasted 58 minutes and the time .
Although he initially said he could make an appointment for Talk Talk engineer to come the following, he came back on line and said he was sorry but they could not come till next Monday. So if they do come Monday and they will obviously find it is not an internal fault, they will then have to contact Open Reach and heaven knows who I will have to ring to get them to arrange the appointment with Open Reach.
I was exhausted by the time I had finished those conversations, particularly the last one, when I played the age card, the bad health card, accused them of having no customer service etc. etc. all to no avail.
Hope you don’t mind me e-mailing you – I just thought you may be interested in view of your experiences with them. I will definitely change my service provider when my two year contract expires.
Thank you for help.
Kind regard.
Kate Yates
