Notes

CSAT: 1
DSAT: 111

Hi ____. A pleasure chatting with you this morning! You are through to TalkTalk Technical and Customer Service Department, my name is Jhay. I hope you are doing well today. How may I help you?


Thank you for bringing this to our attention and we sincerely apologise for the inconvenience this has caused you. This is not the service we want to experience to our valued TalkTalk customers. Rest assured, you have me on the line, We'll sort this out.

I would love to assist you with your query today. I will ensure that you obtain the resolution that you are looking for moving forward.

Before we proceed, I am going to ask you a few security questions to access your account and assist you, is that okay with you?

Thank you. Can you please provide the 1st and 2nd characters of your telephony password?

Thank you. Can you please provide the mobile number and email address you have registered with TalkTalk?

Just to make sure we covered everything, is there anything else you want me to check for you?

Apart from this, would there be anything else I can check for you?

You're most welcome.

I would really appreciate your feedback on the service that I’ve provided. Thank you for taking this time to chat with us, once again this is Jhay from TalkTalk Technical and Customer Service Department. Take care and have a lovely day.

CHATBACK
No worries ____, you can contact us anytime don't worry I will properly leave a note so that when you contact us back the next representative will continue from where we left off.

You can also contact us back through this number 03451720088.


TRANSFER
I will be connecting you to our ______ Team. Please be advised that there may be a possible wait time for you to get connected to the next agent. Please do not close the chat as we help you look for an available representative.

FTTP

You may reach them at 03451725132, and they are open: Mon-Fri: 9am to 6pm, Sat-Sun 9am-5:30pm

FACTORY RESET
1. Switch your router on, if it isn't already on.
2. Locate the reset pinhole button. This is usually on the back or side of your router
3. Gently push a pin, a straightened paperclip or another appropriate item into the hole until you feel a click. Hold it for 30 seconds
4. Any lights on the front of the router should turn off and come back on again
5. Once your router has fully booted and any lights are on, you can reconnect your devices to your Wi-Fi.


PRICE INCREASE

Each year a price increase will be applied to your charges, the changes we make as part of the annual price rises will be in line with what our competitors are doing. Broadband usage has increased with more and more people now working from home and we’ve invested more heavily in our network as a result.

An annual price rise enables us to keep up with increasing data demands and to continue offering resilient, totally unlimited usage as standard. We’re delivering to our commitment to be only the only provider to offer low cost affordable Broadband / Fibre. Our price rise percentage increase is lower than BT, EE, Plusnet, Virgin and Vodafone.

65c2b064-3802-4348-aeec-8e8ffd111f76 - fttp (cx unable to call)