My first experience with TalkTalk customer support

As many of you may be aware (most of you judging by the search engine keywords people use to get here with), I’m a TalkTalk customer. Now quite a few people are having problems with TalkTalk. Luckily I’ve had no problems with TalkTalk (although that might change when I’m unbundled. And for the most part that’s still true, although I did recently have a minor problem that led to me calling TalkTalk support.

Firstly, the problem I had was nothing to do with the Internet. It was a problem calling Julia in America. I would call and get nothing but silence. After a while it would ring but someone else would answer the phone who apparently couldn’t hear me. After talking to Julia over the Internet I discovered that she could hear me and she could also hear the third person. Very strange. Another point is that to call Julia and it be free (well at least included in the £10 a month we pay) I have to dial a prefix. Without the prefix everything was fine. So it was probably some obscure routing problem specific to TalkTalk.

So I called their support line. Specifically the one for landline faults. I got through straight away and told them I was having a problem calling America. They said it was a known issue and they were dealing with it. 24 hours later it was working fine.

I tell you this simply to point out that not quite everyone is having a problem with TalkTalk…