Tan­gled re­sponse over TalkTalk line

The Daily Telegraph - Your Money - - READERS’ LETTERS -

I have been a TalkTalk cus­tomer for many years and my line has been in­ter­mit­tently blurred for some months.

I raised this prob­lem three weeks ago and there fol­lowed 120 texts be­tween us as well as one and a half hours spent on an on­line chat and 45 min­utes on the phone. All this and with no res­o­lu­tion but a prom­ise of an en­gi­neer’s visit if I paid for it, to which, in des­per­a­tion, I agreed.

The en­gi­neer ar­rived and pro­nounced that the fault was in­side the prop­erty. How­ever, at my in­sis­tence, TalkTalk agreed to have an Open­reach en­gi­neer come to in­ves­ti­gate within 72 hours. I am still wait­ing and have had no re­sponse from TalkTalk de­spite my prod­ding. SB, LANCS

It turns out that TalkTalk had not in­structed an en­gi­neer to at­tend when you thought. How­ever, be­fore I con­tacted TalkTalk an en­gi­neer did come out. That visit did not, how­ever, re­solve the prob­lem. As soon as I con­tacted TalkTalk an agent called you and ad­vised that the com­plaint would be es­ca­lated.

At this point, your phone would work per­fectly for one call and not at all for the next. Then an Open­reach en­gi­neer re­paired a fault within the ex­change. You re­port that he found that the fault was ex­ter­nal and told you he was do­ing a “lift and shift”. This still did not en­tirely sort out the mat­ter but you feel a com­plete res­o­lu­tion is on its way.

Af­ter that an agent spoke to you and of­fered a £22.59 credit for the fault and a fur­ther £100 for good­will. TalkTalk has also agreed to up­grade your line to fi­bre. In the cir­cum­stances you feel the of­fer is fair and you have ac­cepted.

You say that the fact an or­di­nary cus­tomer such as your­self is un­able to gain sim­ple ac­cess to one of TalkTalk’s staff to reg­is­ter a com­plaint or re­port a fault is very poor.

LET­TER OF THE WEEK

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