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Frustrated!
9 Answers
I originally posted this on mikey's thread re Internet. But this has got worse.
Sunday teatime I contacted talk talk as we had difficulty with Internet. They apologised for delay in answering as they had lots of people who had lost connection. They reckoned it was a faulty router. They said they would send me another in 3-5 working days. They also persuaded me to take their free TV package. The box would also come in 3-5 days.
This afternoon in desperation we went to Gloucester and paid £25 for a dongle.
Came home, logged on with dongle. Among 96 emails was one from a delivery company. Said parcel delivered at 9.15, signed for by Bin.
We were in at that time, don't know anyone named Bin!
I phoned delivery company. They told me address they delivered to. 8 houses away up the road. I asked about Bin. They said they left it on dustbins. No one signed for it. Today was dustbin day.
Parcels not there. Gone down the tip.
So I phoned Talk talk. What a nightmare! Took me ages to get through to a person. He was okay, and horrified at what had happened. He went away to speak to customer services. On hold for ages. He put me through to a very foreign man who I had great difficulty understanding. He eventually told me he had arranged for the parcel to be delivered to my local PO tonight. But I had to ring this phone number and quote transaction number. He gave me delivery people's number and the transaction number were the same as the missing parcel. I told him I had already done this and parcel gone. He didn't know anything of the true situation. I had such difficulty understanding him, I asked to speak to his manager. Thankfully I could understand him. He too was horrified at what had gone on. He has arranged for another router and tv box to be sent out.i was on the phone for one hour nine minutes. Their on hold music is diabolical, I told manager to go listen to it himself and see what he thinks.
Glad we bought a dongle, only snag is I cannot send emails with it. I can receive them ok though.
Sorry for long rant
Sunday teatime I contacted talk talk as we had difficulty with Internet. They apologised for delay in answering as they had lots of people who had lost connection. They reckoned it was a faulty router. They said they would send me another in 3-5 working days. They also persuaded me to take their free TV package. The box would also come in 3-5 days.
This afternoon in desperation we went to Gloucester and paid £25 for a dongle.
Came home, logged on with dongle. Among 96 emails was one from a delivery company. Said parcel delivered at 9.15, signed for by Bin.
We were in at that time, don't know anyone named Bin!
I phoned delivery company. They told me address they delivered to. 8 houses away up the road. I asked about Bin. They said they left it on dustbins. No one signed for it. Today was dustbin day.
Parcels not there. Gone down the tip.
So I phoned Talk talk. What a nightmare! Took me ages to get through to a person. He was okay, and horrified at what had happened. He went away to speak to customer services. On hold for ages. He put me through to a very foreign man who I had great difficulty understanding. He eventually told me he had arranged for the parcel to be delivered to my local PO tonight. But I had to ring this phone number and quote transaction number. He gave me delivery people's number and the transaction number were the same as the missing parcel. I told him I had already done this and parcel gone. He didn't know anything of the true situation. I had such difficulty understanding him, I asked to speak to his manager. Thankfully I could understand him. He too was horrified at what had gone on. He has arranged for another router and tv box to be sent out.i was on the phone for one hour nine minutes. Their on hold music is diabolical, I told manager to go listen to it himself and see what he thinks.
Glad we bought a dongle, only snag is I cannot send emails with it. I can receive them ok though.
Sorry for long rant
Answers
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Talk Talk are a nightmare, they disconnected us accidentally it then took another 3 weeks to get reconnected again, every time we phoned them to complain, they just sent us a new router, by the time we got connected again we hat 5 brand new routers, and nothing wrong with the original one. We then went over to Sky fibre optic and all the routers went in the bin still unopened.
The send a new router seems to be a thing with them! I've been cut off a few times and been sent a new router twice, which did sod all as it wasn't the router! One time was said to be an authentication issue, the last time a broken port so they said.
Each time I had a nightmare, hours on the phone to them and waiting for routers which didn't fix the problem, an engineer who couldn't fix a problem as an authentication issue from their end etc... One time it went on for a few weeks.
I only ended up with them as they bought out AOL so by default.
I hope you get it sorted, they have driven me nearly to distraction with issues.
Each time I had a nightmare, hours on the phone to them and waiting for routers which didn't fix the problem, an engineer who couldn't fix a problem as an authentication issue from their end etc... One time it went on for a few weeks.
I only ended up with them as they bought out AOL so by default.
I hope you get it sorted, they have driven me nearly to distraction with issues.
They do have a complaints procedure though I was told it was 48 hours for a manager to ring me from memory.
The latest time I went on to their page on Twitter and put a post about it and the nightmare I was having and it happening before. Took a couple of goes (first time they noted a call was open) but then I posted again and a very nice customer service guy managed to get it looked into and fixed for me very quickly so may be worth trying that.
The latest time I went on to their page on Twitter and put a post about it and the nightmare I was having and it happening before. Took a couple of goes (first time they noted a call was open) but then I posted again and a very nice customer service guy managed to get it looked into and fixed for me very quickly so may be worth trying that.
there have been a series of cyber attacks on talk-talk this past week and I suspect BT too....yesterday's collapse. I was out and about yesterday and in a caff when I got a warning note from my antivirus package that 'the network was under attack,' the log even giving an IP and e-address.....this happened several times, even though they were blocking it for 5 minutes with a 'banhost' and, eventually, I switched off the wifi connection.
I had another phone call today from an Indian lady.
She noted that my case was now closed. I asked what she meant. She said everything had been resolved. I said no it hadn't, where is my router and TV box. She said it has been delivered.
I had to go through the whole tale again. She said she will see if she can send me another TV box. What about the router I asked. She said that has not been delivered yet. She said she will ring me tomorrow if she can get permission to send me another one.
She noted that my case was now closed. I asked what she meant. She said everything had been resolved. I said no it hadn't, where is my router and TV box. She said it has been delivered.
I had to go through the whole tale again. She said she will see if she can send me another TV box. What about the router I asked. She said that has not been delivered yet. She said she will ring me tomorrow if she can get permission to send me another one.
I thoroughly sympathise with you Caran. TT are a nightmare and at the moment I am at screaming point with them. Since November I have had email problems, spam coming through from server, connection very unpredictable, now this week my emails have been coming through in duplicate or triplicate!! I am sure it is their end but yesterday I phoned and held on for over 50 minutes being pushed from pillar to post for over 50 mins - in the end I hung up. The company is a disgrace, i can't understand why trading standards can't do something about it. I can't get out of a contract I'm bound to until Feb 2017.
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