Good evening
I am a loyal Talk Talk customer, however this loyalty is being severely tested at present due to very slow fibre broadband speed and very poor customer support.
I am on the Fibre Medium package, however since opting for the free 3 months of Sky Sports it has become apparent that there are issues with my broadband speed and I am getting less than 3 MBPS.
On Monday 4th January 2016 I reported the slow speed issues to Customer Support . A speed test measured 2.9 MBPS. The line was tested and no faults were found with connection to my house. I was advised engineer visit probably required, however due to availability of engineers – possibly up to a month wait – issue would be passed to Fault Managers. Advised that I would receive an update within 48 hours either by text or phone call. I received a Issue Reference Number by text.
On Friday 8th January 2016 as no contact had been received from Fault Manager, either by text or phone, I called and spoke to Technical Team again. Advised that the issue was an open fault and being investigated by Fault Team. Explained that I had not been contacted within 48 hours as advised on 04.01.2016. Talk Talk operative advised that they would resend the ticket to Fault Managers as issue unresolved and that I would be contacted within 24 hours with an update, most likely by text or by phone call.
Now over 24 hours later I still have not received any further communication and I am extremely frustrated and annoyed that I am not getting the service I am paying for.
I hope that a Talk Talk OCE can assist with this and no-one else seems to be bothered.