AI bot driven support mess. Unwanted hardware
Used TalkTalk when first moving to CityFibre 2 years ago as they were one of the cheapest resellers available at the time.
Actual service performance has been no problem (hence 2 stars instead of 1). In 2 years support changed to almost full AI bots on a chat window and absolutely no way to question automated decisions.
1. Same AI bot dance for every query
2. I use my own equipment, yet TalkTalk insist on sending another useless Eero router to sit in a cupboard on each renewal
3. Had to fight to get acknowledgement that unused, unwanted hardware had alreasdy been returns but still got automated threat of charges for not returning equipment upon leaving.
4. AI bot said that there was no cancellation on my account contradicting previous bot response confirming contract end date
5. When I ended a pointless chat with the bot I got a human call (good), but it was a noisy Indian call center reading off another script.
6. Had to cancel direct debit as an automated bill was sent out for 3 days after my contract end date
Short version - actual functional service fine (as running over cityfibre infrastructure), but poor customer support as all interaction is either automated or offshore.
** Update - Despite having left TalkTalk and now with a new provider I am unable to get a final bill due to automated bots insisting I return equipment that they have already had. And the late payment threats have already started
Besvarelse fra TalkTalk
Thank you for your feedback. We appreciate you highlighting the service performance.
We'll review your comments about the automated systems and offshore support to improve our customer experience.
We have also sent you a request for some more details so we can have a look into this for you.
Thanks,
Tash
TalkTalk
