TalkTalk: Home move failure and service disrupted for two...
A TalkTalk customer review by GetHuman user ~jee from November 26th, 2017
Background on ~jee's case
GetHuman: ~jee - can you tell our other TalkTalk customers when your case took place?
~jee: Yes. It was middle of the night, on November 18th.
GetHuman: Did you reach out to TalkTalk, and if so, how?
GetHuman: And which of these common TalkTalk customer issues best describes the reason you wanted to talk to them?
(Shows ~jee a list of common TalkTalk problems)
~jee: "Service problem" was why I was trying to call.
~jee's review of TalkTalk customer service
GetHuman: So how would you sum up your experience for GetHuman's TalkTalk customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~jee: Home move failure and service disrupted for two weeks. Too many promises and lies,not even one of them was fulfilled.**TalkTalk had promised a smooth home-move process on ***** after a *.* hours on the phone. A disruption of not more than **h had been agreed on the phone. This was a requirement to do the home move. Otherwise we would not do it. We made this crystal clear. TalkTalk promised to do so.*Next day they announced the technician would visit new home on *****, not on ***** (?).********* go-live fails. One day spent in the new (empty) home. Technician blames the exchange ("no access") but promises line would go live next morning with all services available and instructs to call TalkTalk before *am to confirm that.********* TalkTalk web shows go-live has been reset to ***** and old line cut-off date is on *****!! (without notice).*Calling support. They promise to keep old line active until successful go-live is confirmed (this is a lie, read on).*Requested to raise a complaint.
GetHuman: Let's quantify your experience contacting TalkTalk. On a scale of 1 to 5, how easy is it go get help on a TalkTalk problem?
~jee: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~jee: I'd give them a one out of five on communication.
GetHuman: And what about TalkTalk's ability to quickly and effectively address your problem?
~jee: For that I would say four out of five.
GetHuman: And finally- any advice for other TalkTalk customers?
~jee: Call them early in the day or late. Don't forget any personal or account information you might need for TalkTalk to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~jee taken from his TalkTalk customer service problem that occurred on November 18th, 2017.