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pasho's Review for TalkTalk

 TalkTalk (Broadband Fixed Line)
Posted: 07th Feb, 2017    By: pasho
Full Star Empty Star Empty Star Empty Star Empty Star
Title: Poor support
I kept having random ADSL disconnects few times a day for a while. I usually had to restart the router to fix it. Initially I thought the issue was the cheap TalkTalk device, so I've upgraded to a much more sophisticated router. The new device made it clear that the problem was the unstable ADSL line.

I tried to get this diagnosed and sorted with the TalkTalk support. As usual, support is outsourced to a third country (guess which). I've spent an hour on the phone listening to all sorts of suggestions like switching it on/off, moving the router away from any other electrics, changing WiFi channels and so on, none of which were any related to the actual problem with the line. The operator did confirm in the beginning the she saw the disconnects. She also said that 2-3 disconnects a day is normal, but they'd try to fix it. In order to do that I was supposed to fiddle with WiFi settings and call back. It felt like I was talking to a human-robot with no free will - I hear what you say, but we have to follow our script.

Clearly, they are unwilling to sort out the issues with the landline, as it requires on-shore support. All they do is procrastinate escalation to the on-shore support for as long as possible. Unfortunately I don't find this acceptable as I have no time for these games. The problem is clear, but they can't deal with it. Too bad - I'll find someone else.

Time With Provider:
Package Name:
Value
Half Star Empty Star Empty Star Empty Star Empty Star
Speed
Full Star Full Star Half Star Empty Star Empty Star
Support
Half Star Empty Star Empty Star Empty Star Empty Star
Services
Half Star Empty Star Empty Star Empty Star Empty Star
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