Blimey ..... haven't looked on here since I posted my original note ..... seems to have all kicked off!

An update .... my wife's email account did finally spring into life (about a week after the "you might experience problems until ...." deadline had passed during the tiscali > talk talk switchover. So it only took about 2 1/2 months to get it back .... the moral of the story: don't let your wife forget her new password!

The new router works ok so we're wireless again.

As for the refund for the phone calls .... it never appeared & I'm not going to spend £5 on phone calls to them to get my £5 refund .... life's too short.

When we move house it's unlikely I'd stay with talk talk .... although I think I did notice that calls to customer services were going to be free from TT lines .... unless I was dreaming .... which would at least save some cash when my wife gets all forgetful again!

All in all, a ridiculously lengthy saga which did get a decent outcome eventually.

Quite frankly Nathan what you have said there is a load of B*****ks to the point that I was only able to half read what was being said as it was typical diatribe from a company

The customer wants to be dealt with directly by a representative of TalkTalk not by a community, they do not want to go onto forums and have it discussed as to possible solutions. They have a problem and have almost certainly tried to resolve it themselves already by looking at advice forums, miserable attempts to contact TalkTalk, speaking to friends family etc and they got nowhere and have now come onto this site to have a blast at TalkTalk.

Why have they come here - BECAUSE THEY HAVE TRIED AND CANNOT GET TALKTALK TO RESOLVE THE PROBLEM. simple as.....

The people that you see posting on here - and forgive my presumptuios nature backed up by pages upon pages of complaints frustrations and aggressive posts - have already tried the numerous methods, some have tried to use the forum route only to find that they were not recognised for some reason by the forum and so couldn't register. These people are not looking for a resolution to fuzzy line. They have often been trying for weeks or months to resolve their problem and as of yet they have had no joy and often been round and round and round and round and round (yep, that many times) in circles because they cannot get someone at TalkTalk to take ownership of a problem and resove it.

That is why you trawl these forums every 3 months to see what is being said, that is why there has been an increased activity by TalkTalk from visiting every 3 months to visiting every week now (STILL NOT ENOUGH) and it is not enough to tell someone to register on a forum to join yet another queue which holds the same vaugue hope of achieving the impossible and resoving the problem. THESE PEOPLE WANT SOMEONE TO TAKE OWNERSHIP OF THEIR PROBLEM NOW!!!.

Just a suggestion, set up a link with the admins so that if there is a serious problem with a TalkTalk client that you can access their email address and contact them personally or give out an email address on here so you can see how many complaints there really are.

Its not about traffic through the forum, its about finally putting a problem to bed and knowing that the customer has seen a proactive approach to problem solving and not just anbother queue with remote hope!

Screw the party line of joining the forum - Take personal action and make someone happy

Sorry for the rant!

Hi,

In alot of the issues raised on this site, it is very difficuilt to provide generic advice as the issues being experienced are quite specific and can only be resolved by looking into the account. For some of these issues there is not alot the customer can do to resolve the issue as would require TalkTalk to do something which is generally why customers are posting is for advise on how to progress. The reason we suggest registering on the forum is to offer another support avenue rather than the call centres that often is part of the customers issue. The members forum has other TalkTalk members posting offering generic advice, but also TalkTalk support allowing the issue to be dealt with. For example if a customer is getting dropping connection with the broadband then generic advise can be given to resolve the issue, however if that does resolve it then would require TalkTalk to progress the issue further and the fault being logged and potentially and engineer being arranged. This means we can provide more than just generic advise, but potentially deal with the issue from start to finish in an alternate way to calling customer service.

Where we can provide generic advise on this forum, then we will try to do so, apologies if this does not appear to be the case. As mentioned previously by looking at an issue it can sometimes be quite obvious that the issue requires some kind of action by TalkTalk and no kind of generic advise will help in resolving the issue and so we recomend registering on the members forum so we can address the root issue.

I absolutely agree, the customers are paramount and are key which is why we do post on various forums to try and provide support and see what feedback is provided, in many cases we feed this back to management.

Regards,

Nathan

The customers can look after each other. The Talk Talk forum is for customers to do that. There's no need for Talk Talk employees to get involved in such minor issues as looking after customers. If necessary, I suppose they could have a special forum for special problems.

That's just it though Nathan, you haven't even provided any kind of general advice first. If you had, then you could have followed through and addressed any of these members concerns by asking them to register had they wished, so their details could be verified and a more in depth explicit answer could be found.

If these members had wanted to go to the lengths of registering with your forum first, they could have used that option already. They are not fools. You are missing the whole point....the customer is paramount and should be treat like royalty.!

Hi,

The TalkTalk Members Forum is a public forum, anyone can view what is being posted, however in order to post you would need to be a TalkTalk customer and register on the forum. The reason why we recommend posting on the TalkTalk Members Forum is so that we can complete security details and look into account specific issues. Unfortunately we are only able to provide general advise via third party forums.

Regards,

Nathan

TALKTALK_SUPPORT:

If you are still experiencing issues registering on the the forum, could you please email ttmfcontactus@talktalkgroup.com or complete the contact us form on the TalkTalk Members Forum. We can then resolve your registration issue, once you have registered you will be able to post a thread on the forum so we can look into your issues.

Regards

Nathan

19 days since the last visit to the forum...and its a different person to last time and 14 days to reply to an issue on a utilities forum. Just how important are your customers?

Why can a large company like TalkTalk not have an agent or a rep check these websites on a daily or even bi-daily basis. Forget the talktalk forum, people are posting on here. Especially if people are even having problems registering on the forum.

How hard can it be to take 5 minutes to respond to an issue posted on here instead of the usual preprepared line "register on the talktalk forum" every 3-5 weeks

Hi porthcurno196,

If you are still experiencing issues registering on the the forum, could you please email ttmfcontactus@talktalkgroup.com or complete the contact us form on the TalkTalk Members Forum. We can then resolve your registration issue, once you have registered you will be able to post a thread on the forum so we can look into your issues.

Regards

Nathan

well, just tried to register on the TalkTalk forum (as advised by Mark) in order to log my frustrations & see if I can get any help .... it won't accept my phone number or account number saying they're not recognised ..... maybe they'll forget to bill me if this is the case! Somehow doubt it. Customer service? What Customer Service?

it took over 2 months and about 2 hours on the expensive phone line to get my tiscali-supplied & faulty wireless router replaced. didn't phone back when arranged, spent ages going through set up on my laptop when I kept saying to them that the router had melted (no exaggeration here - the front had actually melted) - eventually got so annoyed & just told them to send me a new router & put the phone down .... credit to the guy: he did send one! the instructions that came with it were rubbish though ... had to phone them again to get it working. it would be almost funny if it wasn't such a waste of time and money.

it's taken from august until now to get NOWHERE having my wife's password reset after she forgot her original password.

there is no interest at all in sorting out this issue ... stock answer emails sent & resent saying it's happened due to the tiscali>talktalk switchover despite the fact that it pre-dates it by weeks. emails saying the password has been reset & the new password has been sent to her email address (which she can't get into without the password!), etc, etc. Start of august to end of october with no email account is a disgrace.

customer service guy advised he was crediting £5 to our account to help pay towards the phone calls .... never happened.

currently investigating switching back to BT or sky for my whole package .... ridiculous.

I better stop there .... I can feel my blood boiling!

Hi Mark,

While it is good that TalkTalk have offered a representitive to give open and honest communication on a forum like this it should be noted that TalkTalk is one of the hotter topics voiced about on this forum and I assume most other forums of this nature and as such a visit to add the odd comment every 2 months (last visit by TalkTalk_Support was on 25th August) really is symptomatic of the service offered by Talk Talk as suggested by forum users and I would strongly suggest that you or your reps trawl through these forums every week at least to point people towards you own forum. You bay be able to stop some of these problems escalatingf or discover why come problems develop in the first place.

Just a suggestion but it may well be 2 months before you read this again

Hi All,

If any customers are experiencing issues with their TalkTalk Services feel free ot join the TalkTLak Members forum where we can invesitgate into any issues experienced and look to resolve these as quickly as possible.

http://www.talktalkmembers.com/forums

Regards

Mark