Update on Talk Talk Broadband Problem

After writing the previous posting about the problems mum is having getting Talk talk Broadband, I decided to email my blog to an old business contact of mine at Carphone Warehouse. I knew it wasn't his job, but asked him to forward it onto one of his colleagues who maybe able to help. He responded very quickly on Friday, telling me had sent on my email to the MD of Talk Talk Broadband - excellent.

He went onto say "Unfortunately we are in a situation where demand is far outweighing supply leading to our customer service problems. We are getting this sorted but finding and opening new call centres takes time. Apologies for the inconvenience caused."

Great to see some people at CW can respond quickly - thanks Ady.

So what has happened recently?

On Monday I got a less than helpful response from the Broadband Support team:

>>>

Dear Mr Mutton,

Thank you for your email.

Sorry for the delay in response.

upon checking, the order that we placed rejected as the system claimed that the post code does not match up with BT's database. Thuis is unusual as we used the same details to order the line rental for you, hence I have passed the account details to a department who will investigate this. If you do not hear any further details within the next ten working days, please contact customer services for an update.

If you have any general queries, please call customer services on 0870 444 1820.

For technical queries, please contact broadband technical support on 0871 226 7146 or email broadbandsupport@talktalk.co.uk. Calls to this number are charged at 10 pence per minute (call charges may vary from mobile phones and other telecom operators).

Both of these numbers can become busy during peak periods and TalkTalk apologises for any inconvenience caused by the delays.

<<<>

• Bad grammar and spelling
  
• No specific contact details for the "department" now dealing with it
  
• No easy method of follow up - for example I can tell them that the property is new and the postcode is also recently allocated, so they are probably using an old database
  

What I am most cross about is the fact that nobody bothered to contact my mum when the order was "rejected".

Then today, Wednesday, Mum called and told me about a report on BBC Breakfast News all about Talk Talk - you can read the article and watch the video here

The storm is gathering, I suggest Mr Dunstone starts looking for shelter...more soon.