Total Frustration!!

[Caran]

Had to phone Talk Talk today. When I renewed my contract with them three months ago they gave me a freebie called a Boost which meant I could call mobiles free of charge for three months. Then I would have to pay for it. So I made a note when I had to phone and cancel it.
Rang the number on my phone bill. Listened to all the options, chose one, computerised voice asked me what was the reason for my call. I said Boosts.
Voice said you can do this on the internet. I hung up and redialled, chose another option and had the same response. Lost count how many times, I was shouting at the blasted phone. I didn't want to do it on the internet, I wanted to speak to someone to ask about other freebies. I looked on the net and saw the contact us bit. This gave me another phone number. Rang this got options, the same thing happened with four other options, I eventually chose the moving house option. I actually got a person. I told her what I thought of their phone system which I said was rubbish. Eventually got her to understand I was not moving house but wanted to cancel my free mobile calls boost unless she could let me have it again for another three months. She had to speak to her boss. She came back and said she would cancel it now, I could have it reinstated again but I would have to phone back tomorrow and request it again. I declined as I couldn't face going through all this again.
After all this when I got of the phone I was shaking with temper and frustration.
I have calmed down now though.

[BlackadderV]

My sympathies. Last night I attempted to top up my O2 mobile with a modest £10. It took me half an hour. if I ever again hear the phrase, "Something was not quite right there", I shall die of apoplexy.

[Prudie]

Having phoned Talktalk every day for 2 weeks when we lost our internet last month I think I've probably lost 5 years of my life expectancy. Horrendous people to talk talk to.

[Buenchico]

You seem to have found out (as millions before you have done) that the one thing that communications companies are universally rubbish at is communicating!

BT, for example, have got a wonderful system for reporting a fault that doesn't let you get anywhere until you've told the system to run an automated line test, which then phones you back with the result and lets you proceed from there. Without that incoming call it's almost impossible to do anything but if the fault is that your phone doesn't ring when a call comes in (as happened with my phone line) you can't receive that all-important call anyway!

[gingejbee]

You're with TalkTalk...you can't expect cheap prices AND decent customer service!

[Prudie]

I'm not aware that Talktalk is any cheaper than anyone else and I'm pretty sure BT gets equally bad reviews for contacting the help centre

[Caran]

When I had to renew my contract the number I used then had live people at the other end. Never had a problem with them before. I was on the phone for 40 minutes all together.

[gingejbee]

Prudie...you only have to look at TalkTalk's website to see that low price is their big selling-point.

[BlackadderV]

Unless you have ever worked in a call centre then you have no idea what they have to put up with. They are given the minimum of training then thrown into the lions' den to satisfy the client's needs, with minimal support from senior staff. I know, I did that.

[kylesmum]

I'm with TalkTalk...I haven't had a problem in the 3yrs i've been with them .Thanks for the heads up you can get 3mths free mobile calls with them though ! In response to your OP, you persisted with speaking with a human,despite being advised to go on-line.You were after other freebies, wonder where they make their money when they have people like me who don't moan and lament about their perfectly good service and are prepared to pay for it when others are moaning and lamenting because they aren't getting freebies. Can someone explain this ethos please? Good to know i'm supporting the needy and greedy...

[Caran]

I was not complaining about the service I get from them. I have been with them for more years than I can remember. I think they were Pipex before. The phone service is very good and so are their prices. I was complaining about the telephone service where it was nigh on impossible to speak to someone.

[kylesmum]

Caran...c'mon ! You were wanting to ask about other freebies ;) If you had simply wanted to terminate your *other* freebie then you would have been able to do so on-line !! Hey businesses have a tough enough time when they get it wrong without people having a go when they haven't...fairs fair !

[Ann]

I sympathise totally Caran. I'm with Talktalk and have spent months if not years in total trying to get a better internet speed/ my BB back when they kept losing my password/ hanging on to speak to a supervisor to authorise a boost/ trying to get my YouView box fixed last Christmas - which incidentally took an unbelievable 3 weeks for an engineer!

Whilst on "hold" what do you think of their really really loud "hold " music? It is such a racket! I have to hold the phone 2 feet away from my ear as it nearly splits the ear drum. I tell everyone I speak to that it is too loud but nobody takes any notice.

When I rang them last month I was pleasantly surprised as it was a lovely chatty Scottish lady on the end of the line, it was such a refreshing change from having to interpret really broken English and I breathed a sigh of relief that at last I could understand what TT were offering me on my new contract.

[Caran]

Ann I couldn't even get on hold, I had computerised voices just giving options, but when I actually got through, I had silence when she went to speak to her boss, prior to this I've had no problems and like you always had the nice chatty scottish lady.