TalkTalk customer service - cruel and unusual punishment
I was a TalkTalk customer, as well as my girlfriend.
Around the start of the year, my girlfriend's broadband connection went down. Solid green lights on the router, phone line active but no connection. Changed routers, same issue. 100% packet loss for pings, etc.
I called TalkTalk technical support (Indian call centre) and thus began the 6 week labyrinthine, soul-destroying attempt to resolve the issue until we threw in the towel, cancelled the service and switched to Sky. I've tried to erase the many hours I was asked to perform the same tests, by a variety of different technical support staff; the bare-faced untruths with different support staff contradicting each other in the 'advice' that they provided.
I was told on two separate occasions that there was not a fault with the line.
6 weeks later, after switching to Sky, same issue. Within 5 minutes of phoning Sky technical support (UK based), I was informed that there was a fault on the line and that an engineer would be sent out in 3 days. When I called back 3 days later, Sky technical support were still liaising with BT Open Reach to get an engineer to the exchange because my girlfriend's line was switched with another customer - hence, why there was a telephone line but no broadband connection. The next day, a BT Open Reach engineer popped round and within 15 minutes the broadband service was up and running.
I immediately switched my line and broadband from TalkTalk to Sky. As much as I hate to further line Murdoch's pockets, their deals are competitive and compelling, with UK technical support centres.
To date, I have never experienced anything as soul-destroying as TalkTalk technical support.