Talk Talk

I thought I should share my snailmail to Talktalk to help discourage other people considering using their services.
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Head of Complaints — CEO’s Office
TalkTalk Group
PO Box 344
Unit 19
Southampton
SO30 2NP
Dear CEO’s complaints department,
I have been shocked by Talktalk’s poor service recently, especially with the lies from your offshore help desk. I have asked to complain several times, but no-​one would provide me with an e-​mail address so I have been forced to write to you by snail mail instead.
Our internet has been getting slower and slower over the last few months. I planned to call to ask if there is anything we can do to improve it, but then found our phone line was completely down. I will recount my attempts to resolve this below:
— I called your call centre on the 24^th May. The gentleman checked my phone line and told me that there was a fault on the line, and that it would be fixed within 72 hours.
— 72 hours later, we had heard nothing, so I called back on the 27^th of May. This time I was told that I had received a text to book an engineer (I had not) but now I had missed my slot, so they could not book an engineer to check our line. They also told me I would have to wait another 48 hours for a text, and that they could not book an engineer before I had received the text.
— I waited 48 hours for the elusive text. None came.
— On the 30^th of May I finally received two texts. One to say my fault had been passed onto the network service desk (ref:11 902 213), and another to say I need to book an engineer. I called straight away, but was told I could not book an engineer, I should wait a bit longer.
— I called again on the 1^st June and raised a complaint because they still would not book an engineer (despite my text.) I asked to speak to a manager and was transferred to the fault department who told me that they could book an engineer after all. They said an engineer would come 2^nd, 3^rd or 4^th of June, and I would receive a text to confirm the time. I was told if I missed the appointment that I would be charged £65.
— I called again today (3^rd June) to ask why I had not received a text about my appointment. I was then told that my appointment was this morning (!) I asked the customer service rep to confirm that my appointment really was this morning as it would be a huge inconvenience to rush home without any notice. He assured me that my appointment was between 8am — 1pm today and asked if I needed anything else. I asked to be transferred to a manager to complain about my treatment as the lack of notice meant I would have to miss some work with no notice… and because I find it very unreasonable that Talktalk expect me to chase everything and do not keep me informed in any way. While I waited I started to head home.
— It took over 10 minutes for me to be transferred to a manager, and then it took another 20 minutes for him to go through my account to tell me that the previous speaker had lied, and I did not have an appointment with an engineer after all (!) This meant that I was 45 mins late for work because your staff lied, telling me I had an appointment today when I did not.
I have just been through my mobile and can see how long I have spent speaking to your highly scripted but very unhelpful customer service agents (with very, very hard to understand accents!)
²⁴⁄₀₅ — 15 mins
²⁷⁄₀₅ — 16 mins
³⁰⁄₀₅ — 8 mins
⁰¹⁄₀₆ — 36 mins
⁰³⁄₀₆ — 46 mins
So, that is a total of over 2 hours, over 11 days so far I have been lied to three times, had to miss 1 hour of work and I didn’t even manage to see an engineer yet! I have to miss more work tomorrow morning, and I am not looking forward to calling your horror line again!
How can you possibly think this is acceptable service?
A very unimpressed customer,
Josephine A
I will also post this letter on Unilocal:

I have been making a fuss on twitter as well:

Talk Talk are an unhelpful, sarcastic and patronising mob that then have the audacity to send you customer satisfaction surveys and courtesy calls which they clearly never act upon. I am paying to terminate the service early-​please avoid at all costs

Best Avoided. I’ve been with Talk Talk for about 10 years. A few years ago they talked me into extra packages on the promise of lower bills but actually my bills seemed higher afterwards. These days my bills are higher but I accept this because I enter a lot of 0906 telephone competitions and make a lot of calls to Australia. They keep ringing me up asking if I want to go on extra packages because my bills are so high and making a nuisance of themselves to the point where I think they’re doing it deliberately for their own amusement. I spend a lot of money for my landline as a domestic user with Talk Talk. I do not like the way they treat me and not one lousy discount for having high bills over the years. I’m moving back to BT and I think I will prefer paying my bills by debit card as I’ve never liked direct debit. Greedy company.

As has already been pointed out, this is nothing more than a bit of showboating for the benefit of the London crowd whilst the rest of TT’s REAL customers get awful customer care and poor service.
I have only been with them since I was forced to change when they took over Tiscali, and to be honest they have caused me a million times more stress and headaches in the last six months than Tiscali did in 3 years!
From the awful «Neon Rainbow» song that is piped down the phone constantly to you whilst on hold (Ok for 5 mins, but 40 mins!, that is akin to Chinese water torture!) to the total balls up when I was WRONGLY sent a final bill from Talk Talk for my account with Tiscali. Having called on numerous occasions and (after being kept on hold for ages!)spoken to them on to attempt to clear up THEIR mistake I STILL ended up getting snotty letters threatening legal action and debt collection agencies EVEN THOUGH THEY AGREED IT WAS THEIR MISTAKE!
In the end I got tired of the stupidity of the faceless idiots and (against my will!) paid them the £12.95 simply to get them off of my back. I was told that if i wrote to them and explained the situation I would get my money back… I can’t honestly be ars*d to do this as I fear yet more screw ups would ensue.
By the way Talk Talk, i won’t be recommending you to my friends as you suggest. This is because i would like to keep them !.

For such a tawdry ISP this is indeed a slick piece of PR and customer facing schmooze. Still doesn’t explain why I’ve had nearly 24 hours without access to the Internet thanks to these cretins. I rate them NOT!