My misfortune to be with TT evolved with various sales and mergers. I started out with a lovely little company that did so well it sold on to a company called Pipex. The company had a good reputation. We started well, we were to look forward to getting a streamlined service. Then Pipex changed tack and sold us to a firm called Tiscali. I was unsure about this change and watched and waited. Just as I felt comfortable, Tiscali had financial problems and the UK part of the business was placed back with Pipex. There was no time to breathe before we were told we were being merged into Talktalk's enlarging empire.
We were aware that TalkTalk had a dreadful customer service record and feared the worst. They had a major reshuffle of their directorate and appointed a new CEO. We kept our own domain names, which, I was pleased about and we rowed along together reasonably well. At times, broadband quality was poor. The reduction in quality was sometimes the fault of British Telecom (BT) (who are the main operators of the lines and exchanges).
Now, following the upgrading of cabling by BT, on behalf of Talktalk, on the 24th January, 2013, there has been the equivalent of a tsunami of service failures, a lot of them like mine. I guess the call centres in India where all technical calls are taken, are barely able to cope with the massive waves of disgruntled customers who need good technical advice, which, is not generally forthcoming.
The call centre staff are skilled in obfuscation and disingenuity. The representative of Microsoft, who is supporting me in the present situation, has experienced poor staff knowledge, has been given incorrect information. Yesterday, in a conference call, she educated the woman at the call centre about the workings of Talktalk's own webmail and its irrelevance to the problem. (There was an attempt at fobbing us off: wrong people, lady). For about two hours, we had to assert our request to have our problem escalated.
What Next ...
Posts
