Assistance for TalkTalk customer following potential acquisition

[AtMyWitsEnd1]

Now that BT have taken over TalkTalk perhaps, they can sort out a problem that my elderly sister is experiencing. More than 3 weeks ago her copper landline went dead. After spending more than £50 on her mobile trying to get past their stupid automated system, she asked me to help her. She doesn't use the internet. 

I spent nearly 7 hours on TalkTalk’s ridiculous live chat trying to sort out the problem. I was passed from one robot/agent to another 5 times before I found someone with a bit of common sense. Among some of the ridiculous suggestions I got was that I should log on to her customer account (even though she does not have an on-line presence) and obtain Power of Attorney before I could report the fault.

Eventually, I got someone to test the line, and they agreed and reported that yes indeed there was a fault on the line and would sort it out. That was Friday 25^th of September.

Nothing happened. On Wednesday 30^th September I emailed TalkTalk’s Customer complaints department ('[email protected]') to report the situation and got an automated response that they would reply within 72 hours. Needless to say they have not contacted me. I re-sent a request today (October 5^th) and got the same 72 hours response time message.

TalkTalk’s Customer Service is the worst ever that I have experienced, they don’t seem concerned about their user’s problems and don’t respond to perfectly reasonable requests.

How can I progress the solution to my sister’s problem. She as I mentioned is elderly and is very upset and concerned that nothing has been done. Unfortunately, I am 600 miles away and can’t give any hands on help or advice to her.

Somebody please respond to my post and let me know how I can progress this further.

If I have posted this in the wrong place would a moderator please move it to the correct thread.

Many thanks

[AtMyWitsEnd1]

Today BT posted what Allison Kirkby, Chief Executive of BT Group, said:

“Our immediate priority is to stabilise the business and provide a safety net for the households and businesses who rely on TalkTalk. Once the regulatory process has been concluded, TalkTalk’s customers will benefit from access to the UK’s best network, and the full range of market-leading products and services that BT offers. And, over a period of time, the transaction will create value for all our stakeholders – customers, colleagues, the country, and our owners.”

Perhaps she would like to start with my sister's current problem.

[imjolly]

I'm sorry about the problems your elderly sister is having with TT but the takeover by BT is in early stages and like other companies in the BT group (EE and Plusnet) you need to continue to post on TT community forum and also pursue your complaint with the  complaints department at TT

[Kimberlin]

Let’s stick to facts. BT have not yet taken over TalkTalk. Any deal has yet to be agreed/approved. It isn’t unknown for announced take overs to collapse.

[AtMyWitsEnd1]

What's the point of pursuing Talktalk? They don't respond. They don't give a s**t about their customers.

[AtMyWitsEnd1]

What's the point of persusing Talktalk? They don't respond. They don't give a s**t about their customers.

[imjolly]

@AtMyWitsEnd1 

I'm sorry but there is nothing anyone here can do to help you  you need to continue with TT

[AtMyWitsEnd1]

What's the point? They haven't responded to 2 complaints 6 days,

[Kimberlin]

@AtMyWitsEnd1  With respect, your posts here are completely irrelevant and have nothing to do with BT. You’ve picked up on a story that BT have bought out TalkTalk when they have not yet done so and indeed could yet be dismissed by the CMA. TalkTalk are your ISP, speak to them because this as you have been politely informed, is not the place to do so.

[iniltous]

As stated , posting here is pointless enterprise for Talk Talk customers , all this BT announcement does in the short term is remove the possibility that TT customers would simply find their services disconnected if TT folded , any BT Group involvement with your TT service is something potentially that will happen in the future , but expecting BT involvement with individual TT customers now is premature.

As far as what you could do right now, you could consider moving to a different provider, that may resolve any service issues if it’s a TT issue , or if the issue remains once off Talk Talk equipment, then at least the new provider will likely be contactable and possibly pro active , getting Openreach involved resolving your service issues , the assumption being that if switching away from TT doesn’t fix the issue it’s likely an OR issue ….however if still inside a minimum term with TT , then just because there probably will be a future BT Group involvement and management of TT customers, won’t make that early termination charge from Talk Talk disappear , that will be the case today and for months many months to come , so moving providers may come with a cost if you are still within a TT minimum term .

the alternative is , as already stated, to persevere with the Talk Talk reporting procedures , until the fault is accepted by them and they do whatever is necessary to restore your relatives TT  service, if this proves impossible, then accepting any termination charges and switching away may be the only practical option.