Monthly Archives: November 2006

New! Companion forum for the Talk Talk Hell site.

Hey guys.

Want to do some testing for me?

Go to the new Talk Talk Hell forum!

I’m still planning on running the blog and I will definitely administer the board. I thought you guys might like something a little more interactive. Like our friends at Orange Problems.

Go, register, discuss!

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Broadband works, too bad nothing else does.

We’d be upset with Richard for being so damned smug, except the Carphone Warehouse got him the end.

What evil lurks in the heart of ISPs? Richard knows. More hell from LLU.

I moved to TalkTalk in November last year, signed up for the broadband package and went live on the day indicated – how smug am I??

Umm, not very – they sent me a letter (that’ll be from our friend Steve Rescorta, allegedly) notifying me they would be “upgrading” my service on 4 October and I’ve had NO landline service since (completely dead line).

Their 0870 numbers have digested my PAYG credit and I can’t call their “free from talktalk line” numbers for obvious reasons, so I’ve made numerous visits to their shops so far, and had their sales folk call customer services for me.

Alas, getting nowhere – I’ve called, I’ve written (email & snail) and I’ve visited….

They kindly arranged to forward incoming landline calls to my mobile – “it’ll take 10 hours to be activated” according to Zak at their Richmond shop – that was on 11 October, so I chased them re this and today they did forward my incoming calls, but in true TalkTalk fashion, they forwarded the calls to someone elses number, I joke not.

Apologies to the lady concerned, but they did take my number from their system – yes, they did call me back on it once to tell me my line wasn’t working(!?!)

If you can spare a moment, and have the inclination, drop in to a high street shop and take the matter up with their sales staff – save’s money, helps the shop staff realise they work for a bunch on muppets they work for, reduces sales and other customers can benefit from your experiences. Ensure the “escalate” your query when they log it on their system – most sales staff I’ve encountered don’t type too fast, so ensure you get them to take down ALL the details.

What are the benefits of moving to TalkTalk you might ask, well, “the call cost savings, sir” according to Pete in their “Faults Department”, yes, quiet, especially when you have no service on your line.

Kappy isn’t very happy….

Well, I can just say “all of the above!”. I have never experienced such useless customer service and technical support. CSR 1st line just read from a script and have no idea how to fix anything. They don’t even know what telephone number to give for 2nd line and the one I got was no longer in use. I bought a brand new IMAC along with a wireless router and since 24th October (yesm you guessed it, my upgrade date) I have had nothing but problems with connectivity. I am having to reset the router 4 to 5 times per day, no matter what time a day it is. MTU has to be below 1450 to work, have to change from dynamic to static DNS ip addresses. When I finally got through to 2nd line…an entire week later!…they said they cannot do anything as they do not have diagnostic tools. They had to excalate to the OPAL? group who would do a diagnostic on my line and exchange. If the customer service team were not so incompetent I would almost say “teething probles” but because of their incompetence I am seriously considering paying more for an ISP who can do something right! I am giveing them the week to check the line and exchange and come up with a good excuse why, in this day an age, they cannot provide decent service.

The inevitable return to BT for Ray . (Maybe that’s how BT wants it…?)

TT Customer service an absolute joke. As with most people broadband and Netgear 834 was fine until the upgrade via LLU. Lost phone line for 10 days and Netgear just won’t work anymore but TT Speedtouch works OK. Sent letter to TT High level complaints 2 weeks ago demanding explanation and compensation for complete loss of service but no reply so far. I wouldn’t even bother with”customer service”. I’m going back to BT and TT can stick their cancellation fee where the sun don’t shine!

It is indeed, the dark time of ADSL.

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KANA “enhances” customer service

You guys have been busy! I’ve been going through my GMail account in an attempt to get some order to it all by sorting things into labels. One of those is ‘customer service.’ When one of you writes in with the all too common tale of being met with vast incompetence and disinterest, then it gets put there. Makes answering questions and putting posts up easier, you see. Other e-mails with different labels are also put into those categories.

Like this one, a Google Alert for the Carphone Warehouse:

KANA Software, Inc., a provider of multi-channel customer service announced Tuesday that The Carphone Warehouse, the global independent retailer of mobile phones and services has selected KANA IQ to provide a consistent, high-quality customer experience across channels.

The retailer will leverage the KANA solution to create a single source of accurate, relevant and timely information. The solution is expected to increase both customer and employee retention while reducing service delivery costs.

The Carphone Warehouse was searching for a solution to transform its approach to customer service by developing a central knowledge repository accessible to employees and customers across multiple support channels, including email, telephone and the Web.

What fundamentally terrifies me about this press release is the idea that they currently do not have a central knowledge repository (hey corporate, unblock us. We can do that for you!)

But wait, that’s not where the spine tingling terror ends!

The solution will also lower training times and improve employee satisfaction by providing them with the information required to do their jobs well.

So, the employees don’t have the information they need to do their jobs well?

That’s hardly surprising.

Have a read through Dave B’s comment.

I have numerous problems with TalkTalk.

I signed up with TalkTalk for my business. They did not make me aware that they were not providing a business service. However, they were happy to take the money from my Business account and to sign me up in my Business Name.

I was told I would go live in September 2006. They cut off my existing broadband (with BT) in June 2006 with no notification to me. I spent several days trying to talk to someone to get my business up and running. This eventually happened and they sent me their equipment and devices. Since then my broadband has failed at least 6/7 times a day, I have had to reboot my machine 3/4 times a day and have spent most of my working day getting broaband to work or being on the phone trying to contact them.

This month (October 2006) I again had problems connecting and was without service for 10 days, several days of which I had no phone service either.

For the last 2 days I have had brief access to my broadband and again have no ppone service either. TalkTalk’s attitude to customer service is appalling. Their standard response is we will get around to it within 30 days as per our terms and conditions.

I am now having to look at a switch of providers that will offer a good service. Yes it will cost me more, but, quality of service will be better.

I am having very little joy in getting TalkTalk to “Talk” to me.

I shouldn’t have to reboot my machine 3/4 times a day, the line should not drop 7/8 times a day.

Their Customer Service should be Customer focussed not TalkTalk focussed.

Thanks Dave B (He also has a website)
Read the rest of the bluster at TMCNet

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Skulduggery, rumors… CPW getting what’s coming to them?

A mysterious stranger e-mailed me with the following info. It sounds interesting and sadly, not at all out of the question:

There is serious talk (no pun intended) of a number of industry players in
the UK taking CPW and/or their subsidiaries to the High Court for serious
breaches of contract, culminating in non-payment of very large revenue
Questions are being asked as to the nature of CPW’s relationship
with certain mobile network operators (MNOs) to have been able to blantantly
ride rough-shod over these smaller distribution companies, leaving them high
and dry, with little or no hope of recouping such great losses. To many
outsiders this may appear liitle more than an industry spat, but the sad
truth is that many good, honest and innocent people have lost their
livelihoods and others are threatened with far worse, due to CPW’s apparent
disregard for their legal and financial obligations.

Ofcom shows little interest, as they claim they are only interested in
issues that effect end-users and not other participants within the industry.
Great, no help there, then! The issue arises out of the provision of
low-cost calls from offices to mobiles and the MNOs determination to stamp
out this practise, even though the Competition Appeals Court have recently
found favour in those providing such services.
The mobile networks have been
extremely nervous about this action and are now faced with huge claims being
made against them.

How does this effect CPW? CPW alledgedly operated such services themselves
under the auspices of the MNOs, but prevented their own distributors from
doing so, which is what some may describe as anti-competitive practise and
very serious if proven in European court. If guilty of such practises, fines
in the millions could be levied against CPW and their shareholders should
perhaps be very nervous of the apparent hidden strategies being utilised by
the senior management within the CPW group. There is serious discontent
being expressed by inside CPW contacts who know what’s going on and want no
further part of it.

Watch this space.

Thank you, KE. I heard, as well, that a certain CEO was dropped from the OBE list this year. Things aren’t entirely rosey for the Carphone Warehouse then….

I also heard that a few ISPs actually outbid Carphone Warehouse initially for AOL UK. Apparently they went all the way up to 500 million, when the sale price was only 380.

For J and the CPW legal team’s sake, these are allegations, mere whispers, and it’s possible they’re not true.

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Pensioner Protests CPW

Oh man. I’ve had fantasies about doing this.

A FURIOUS pensioner staged a lie-down demonstration to protest about poor phone service.

Brian Crews signed up with Talk Talk through the Carphone Warehouse in July because of the free broadband offer but has had numerous problems since then.

He tried to install the software to run the internet on both his computers but it only worked on one.

Mr Crews called in a computer consultant to fix the problem and made the company pay by issuing a county court summons against it.

We’re behind you Brian!

Pensioner calls on phone firm.

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Tool for checking mail servers

I haven’t been able to test this successfully. See, I’m part of the web mail generation. I believe in the power of portability. As a result, I rarely use my ISPs old fashioned mail servers.

However, a lot of you guys do. And I’m a accomodating kind of a girl.

I have the same problem as steve and can recieve emails but not send them. I have checked my setting and everything appears to be correct.

Question: Is there anyway of checking that the talktalk email servers are working correctly?

Try Pingability for the times when Talk Talk’s servers are down. Mind you, this could be an innacurate statement due to their rarely being up

There are other ways using Telnet and such. But you want instant results.

Talk to Kev!

Or see the other posts marked as mail.

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Hey guys!

Some good news to report.

1. The Guardian linked to us again. Hooray!

2. The site owner for Orange Problems dropped me a line. Check out his site if you’re changing to or from Orange broadband. There’s also a forum for mobile phone issues.

The usual band of updates later. Start the day with the good stuff eh?

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