Sort it out, TalkTalk

admin
12 March 2012

Q

Please help me sort out my internet problems with TalkTalk. Despite more than two months of complaining – including writing to the chief executive's office and the visit of an engineer – my internet service from TalkTalk is as bad as ever.As I write, my broadband has been disconnected for several hours and I urgently need to carry out some online banking and check in for a flight. At best, the service is intermittent, unstable and unreliable; at worst, it simply doesn't exist. This cannot continue. Please help.
From
John Graham/Liverpool

A

Oh dear, TalkTalk. Communications watchdog Ofcom's latest findings show that, for fixed broadband service, TalkTalk Group (which now includes Tiscali) generated the most complaints as a proportion of its customer base and the majority of complaints are about line faults and other service issues.

You'd think, therefore, that TalkTalk would be trying to restore some shine to its tarnished reputation. Apparently not. John wrote to the chief executive's office and senior technical team weeks after trying to resolve his complaint with TalkTalk's customer service – all to no avail. It didn't even help that he'd tried to make things easy for TalkTalk by listing the reference numbers of previous complaints he had made.

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After Moneywise made TalkTalk's press office aware of John's gripes, it got back to us within a few days to tell us it had spoken to John, apologising for the inconvenience he's faced and vowing to deliver better service plus £75 in compensation for his woes.

In a statement to Moneywise, TalkTalk says: “We are sorry to hear about the problems Mr Graham has been experiencing. His service is now working and we have also provided him with appropriate compensation as a gesture of apology.”

A happy customer for now then but if John's broadband service lets him down once again, he knows he's got more chance of TalkTalk helping him if he goes via the press office – and this isn't how it should be.

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