Advantages Is this a joke?
Disadvantages No, afraid not.
It takes a special brand of incompetence to force me back into the arms of the cretins at BT. Yet somehow Talk Talk managed to frustrate me to the point I was clawing at BT Towers' door in desperation, like a dog with a bladder infection.I moved in with my girlfriend in April, which should have been a joyous experience. Except when I plugged my laptop in and tried to contact the router.
"Oh, the broadband's never really worked" my girlfriend interjected."Sorry?" I replied incredulously.
"Well I've tried to get it working but it only stays connected for five minutes at a time - if you're lucky"This for me was kind of like being told the place had no running water, or half a roof.
Now I've stumbled down the broadband technical support route many times with many companies, and I have to say I wasn't really expecting Talk Talk to blow my mind with swift and succinct answers to the problems. Another thing I wasn't really expecting was a four month tale of unadulterated agony, but presumably they were running a two for one promotion at Talk Talk for frustrating customer experiences.First problem: foreign call centre. Again. Talk Talk do what many service companies do in first beaming your call to a land far, far away to a 'first tier technical support team'. Now remove the last five words and replace them with 'department of patronising and sometimes indecipherable script readers'. Here's an excerpt of the conversation to illustrate: -
"Are you sitting in front of your computer, Sir?"
"Is your modem powered up and connected to your PC correctly?"
"Is your modem connected to the phone socket?"
"Look, thanks very much for your help, but I know my way around a computer and I've checked everything. I've interchanged the laptops, the cables, the routers, the phone points, the filters and the router configuration. There is almost definitely a problem with the line"
"Sir, if you could allow me to finish my support questions I can assist you further."
[pause]"…Is the ADSL light solid green?"
These people will not let you discuss the problem until you have answered their entire ream of mindless questions. They grimly insist upon it. Why? When you phone the AA to say your car has broken down, do they ask you if you are sitting in the car? Whether you've turned the key in the ignition? Do they ask if the car still has four wheels or if the handbrake is on? No; they send a mechanic out to fix the bloody car.To cut this section short (there's LOTS more you'll be pleased to know), once I had finally completed the I.T. for dummies questionnaire they beamed me all the way back to Blighty and their second level support team. They altered the bandwidth of my line as they suspected it was unsuitable and causing instability. Now I have to say at this point that these people were at least affable and sounded knowledgeable.
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