This makes me feel uneasy - second posting

[abstibus]

If you would care to scroll down to the end of my thread of 3 October, 'Scratchy phone line', you'll see that the last reply was from TalkTalk Support.

It offered me the chance to join a members forum. I clicked on it but went no further.

Then, when I checked the mail account (not TT) I use for AB, I found a message from TalkTalk - the first one in many years.

I am not at all happy about this - AB is anonymous, or as anonymous as the ABers want it to be. How did TT know to contact me via the mail I use for AB?

Can anyone clarify what is going on? I feel like leaving AB, which would be a shame, but this makes me feel very uneasy.
Thanks

[sara3]

you need to email the Ed about this..

[ummmm]

I think something similar happened to micmak....

[abstibus]

Thanks, both
How do I e-mail the ed?

[SlackAlice]

http://www.theanswerbank.co.uk/Info/ContactUs/

[SlackAlice]

Was this the other thread?

http://www.theanswerb.../Question1063630.html

[TalkTalkSupport]

Hi AnneMollie,

The purpose of the Online Community Department is to proactively engage with customers who voice their concerns using online media. This includes our Members Forum, TalkTalk's Facebook page, Twitter, in addition to many other third party websites and forums. Where third party sites are concerns we actively monitor and search keywords, which may identify potential customer issues. Once results are reviewed we seek to contact those customers who may benefit from support.

Can you confirm what problems you had in registering on the TalkTalk Members Forum. The purpose of me referring to this is because as you rightly stated this site is anonymous.

As such I have no visibility of your TalkTalk account in order to assist you raise a fault for the crackle on your phone line. In order to raise a fault we need to identify your line (for obvious testing purposes).

As we would not expect you to revoke your anonymity here by posting your personal details (which in itself is an obvious security breach) we refer you to join the TalkTalk Members Forum where we have the ability to help you.

This is just a natural progression of our increased improvements to customer support and we understand that people fear change; however I am only offering to help, nothing more.

By proactively seeking customers who voiced concerns we can be more forthcoming in providing assistance and support to TT customers who require it. It also means you don’t have to take time out of you day to phone us, as we have given you advice here as to how you can resolve your issue.

As for the email I have no visibility of your email address and did not send an email to you. If you would like to provide more information on the nature of the email (was it just a automatic notification from AB that you have a new answer posted) However please rest assured that the only purpose of our presence here is to support and advise existing customers who post questions about our services. Im not sure if any other ISP's are as proactive to seek out customers issues before customers call in to report them, however we see this as being beneficial to our customers.

Regards

Mark
TalkTalk Online Community Executive
TalkTalk Online Community Department
TalkTalkPLC

[AB Editor]

I have been looking into this poster recently, trying to work out whether they're a real representive of TalkTalk.

I am unsure, I would like them to email me here: [email protected]

I am concerned they're simply another forum syphoning visitorsin the guise of a legitmate talktalk employee.

[boxtops]

Thanks Ed - I think that several AB members would be uncomfortable if they thought that commercial organisations (such as this, if it's so) were accessing AB via our AB Twitter and/or Facebook links. IMO this is why several people were against the connection in the first place.

[abstibus]

Thank you all for your support. I feel this kind of behaviour from the 'forum', if that's what it is, is not acceptable.
Alice - I don't know how to do a link, but my question was posted under Technology > Internet on 3 October.
I see that the question link you sent http://www.theanswerb.../Question1063630.html
also had a response from the forum.
Ed - great to have you on board for this.
AM

[TalkTalkSupport]

Hi All,

To clarify we have sent now two contact to the Editor, one internally via the Answerbank and one via email to the stated address with various information to confirm our offical representative status.


I can apprecaite apprehensions as not many ISP (if any) are actually proactive in finding customers with problems, as opposed to awaiting problems being raised to them.

However TalkTalk are seeking to provide as many possibily ways in which to support customers as possible and this includes presence on a number of third party forums where we enjoy the freedom to engage with customrs who require support, provide advice and assistance where necessary or where account and service specific support is required refer to the TalkTalk Members Forum where we have the ability to confirm security information and investigate into account. This is the only purpose of referring customers to the Members Forum and they are free to decline this should they wish. Also as the TalKTalk Members Forum is noted as an official support function of TalkTalk.

Should the Editor have any concerns regarding our official status as company representatives please feel free to reply to the recently received email and we can address any concerns or issues they have. From experience where forum administrators provde us with a caveat to note the official status of our comments this serves to alleviate fears that there is any concern over our identify (such is the case on other forums such as MoneySavingExpert and the Consumer Advice Group)

Regards

Mark
TalkTalk Online Community Executive
TalkTalk Online Community Department
TalkTalkplc