I decided to change from being a BT customer to Talk Talk as my contract with BT was nearing its end and the deals for new customers for pretty much the same service were too good to miss!! Fibre for £10 + line rental. What a steal!
Oh how wrong I was!
I think the reason why many people fall into long term relationships with BT is because the service they provide is actually quite good and it is consistent. Expensive yes. But consistent. And for some reason because BT basically provides the telecommunication service everybody taps into AND are 'Open Reach', etc, there is a consistency and a fluency between service owner and provider.
TALK TALK are missing a trick.
I was sent a router at the beginning of March for my go live date being the 15th March. Plug in and voila! It seemed seamless!
Of course, the internet didnt sync even after waiting 24hrs. After a nearly a week of navigating continents and call centres I was offered an Open Reach engineer visit for the 22nd March. They were frank and concluded very quickly that the telephone line was working fine and it must be a fault with the router. They suggested that I bought a router off the high street because in their experience TALK TALK's routers are rubbish. Interesting professionalism. Honest though I suppose. The engineer left.
I then proceeded to contact TALK TALK to relay the info that it was the case of a router fault and after being on the phone for 30 minutes I was advised that I had to wait a further 72 hours for a text confirmation that this was indeed the case.
*@#][!![]'#[@#]!*****.
72 hours pass. No text.
I call again and they ecalate the 'ticket' to a higher priority. Was my ticket not important? SURELY there is only one level of priority??
A week passes. Nothing happens. I call again. Everyday I call. Very friendly script hungry overly polite call centre staff don't provide any solution.
I demand another router is sent to me as it was what was advised by the open reach engineers.
....
I receive another router, plug it in and hey presto: No internet connection. More calls from me to TALKTALK ensued.
My ticket is escalated again..
Then..
Yesterday someone from TALKTALK called me to arrange an engineers visit. An engineers visit?? To tell me again that the line is working fine??
I decided that this morning was a good time and I took the morning off work. Within the 8am-1pm allocated slot no one turned up. I received no call on my mobile or home phone - that works fine by the way!
THIS IS AN ABSOLUTE FARCE.
I FEEL VERY UNLUCKY. But having read so many similar stories, I feel like one of the majority!!
If you are with BT. Stay with BT!!
If there is anyone from TALKTALK reading this can you please sort this out now?
Thanks