Notes

Name of contact (if non account holder): Alexander McGilvary

IDV passed/failed:*****CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED****
Reason for contact: Advised to update router can you assist with this? | It was highlighted in MyAccount
Resolution provided: Confirmed with cx that he is not currently experiencing any issues with the Internet. Utilised Supportal to check if the firmware is updated, adv cx we need to update it, sent the steps to cx and adv to monitor the situation, adv cx to contact us back right away if ever any issue arises, cx understood. End of chat.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na
01555663309


111111111111111111111111111111111111111111
Name of contact (if non account holder): Stephen Outhwaite
IDV passed/failed: Passed with PW
Reason for contact: Bill dispute | Price increase
Resolution provided: Adv cx of the following:

It looks like you are actually impacted by the price increase. Your monthly recurring charge will increase by £2.41 making your bill normal at £32.91. WE actually notified you via email last 28th of March.

CX disputes as he did not receive an email, clarified with cx we sent him the email 28th of March. Explained to cx why the terms changed based on the contact guide, cx disputes, offered to recontract him to a Fixed Price Plus plan, but cx threatened to cancel, offered to transfer cx over to Retention for further discussion, cx ok, transferred, end of chat.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: Transferred to correct department
NE388HH
01919087029




Name of contact (if non account holder): Ian Arthur Jones
IDV passed/failed: Failed | NA
Reason for contact: Why is it that I can compose an e-mail on my phone, but not on my pc?
Resolution provided: Issue is resolved when cx logged out and logged back in to the email, cx has no other concerns, end of chat.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na
01905813217



Name of contact (if non account holder): John Bacon
IDV passed/failed: Passed with ASQs
Reason for contact: My bill has got a charge for an engineer visiting my property but the fault was with BT and their equipment. | Cx is also looking for a compensation good for 3 months regarding the issue on slow speeds

Resolution provided:
Checked CSA MyAccount and Trio, adv cx that under the circumstance that there is damage to the Openreach socket or wiring within the boundaries of the property, then the charge should apply. Cx disputes as there are is no damage to either socket or internal wirings, citing that the damage is 150m from cx house. Coordinated with OR EiVA with ref 1-1253737984746, as per OR engineer advise - Possible issue with EC equipment Wi-Fi, advised EC to contact CP. Checked further notes and confirmed that we processed a replacement router (TalkTalk supplied) to cx to fix the issue. Adv cx we will credit the 65.00 engineer charge as approved by supervisor - as issue is caused by a TalkTalk supplied equipment.

Checked MyDesk for past repair cases confirmed that cx contacted March and April several times to report the fault. Checked existing Complaint case, adv cx a he will receive a follow up. As per notes of previous agent,
cx complaint is still on ncc and she already sent an email to the agent the complaint is assigned to. Adv cx Complaints team will keep in touch soon to discuss about the compensation.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: Updated Complaint notes in MyDesk
01291673015


Reason: Customer was incorrectly charged an engineer fee due to a fault caused by a TalkTalk supplied equipment. As per Compliance, the fee will only be charged if a Non-TalkTalk equipment is causing the fault.
Amount: 65.00
Approved by: SME Mike Louise Gimang




Name of contact (if non account holder): Jason Cox
IDV passed/failed: *****CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED****
Reason for contact: Internet speed issue | Cx is only getting 30 Mbps, below the min guaranteed speed of 69 Mbps.
Resolution provided: Resumed existing Pathfinder case. Recommendation as per PF:

Your line is going through an optimisation process for up to 10 days after Connection to achieve the best service for you. During this time the connection can intermittently drop and reconnect and speed may vary until this is achieved.

Cx understood. But asks for refund or discount until he receives the full speeds, adv cx we will provide compensation, adv cx we can only apply this once the stabilization period is over. Approved by supervisor, please provide compensation if cx will not be getting the full speeds. End of chat.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na
Bs164ph
01173362341
07305394299






Name of contact (if non account holder): Janice Baldwin

IDV passed/failed: *****CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED****
Reason for contact: Bill dispute, cx already requested to cancel the service and is not expecting any bills
Resolution provided: Adv cx the account is still active, as the cease order is still in pending status. Adv cx the following:

The service will be cancelled on the 29th of April as agreed. The current bill that you have will re-adjust. Adv cx to just wait for her to receive the final re adjusted bill, adv cx we will provided prorated credits to offset the charges in the recent bill (28 April 2022 - 27 May 2022) as the service will no longer be in use during this period. Clarified with cx about the early cancellation fee as the contract is yet to end in 2023. Cx understood.

Adv cx she still can use her TalkTalk email by subscribing to TalkTalk Mail Plus, monthly or annual. Cx prefers to keep TT Mail Plus for just a couple months, sent supermail on how to sign up and set proper expectation. Cx understood, end of chat.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na


01268725479
[email protected]
[email protected]



Name of contact (if non account holder): Chloe Garvey

IDV passed/failed: Passed with ASQs
Reason for contact: I am unable to make my payment until the 06/05/2022
Resolution provided: Walked cx thru in setting up telephone enquiry password using MyAccount, cx went unresponsive, no response to chasers, adv cx on how to set up P2P using MyAccount, cx still has no response, closed chat.
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na
1013631640



Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na





Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na




Name of contact (if non account holder):
IDV passed/failed: Passed with
Reason for contact:
Resolution provided:
Timeframe (if applicable): na
Upsell/recontract (if accepted): na
Agreed offers: na
Complaint Raised/Updated or De-escalated: na