Notes

​FrancineFrancisco5341

​Hello. You are through to TalkTalk Full Fibre Customer Team. This is Juanito. How can I help you today?

Your chat has been transferred to me and it is my pleasure to be given the opportunity to help you on your concern. Please give me a minute or two to read-through the conversation you had with the previous agent so I will have an overview of your issue.

Thank you for patiently waiting. I have already reviewed the conversation you had with the agent.

EMPATHY STATEMENTS £

Thank you for bringing this to our attention. I'd like you to know that I personally value you and your time so I'm going to take care of this issue for you.

I know how it feels to get surprises on your bill. I pay my bills as well and I know how important it is to be always on top of it. No worries, let's go ahead and review your bill together.

I'm sorry to know that you're having issues with your internet. I myself would do most of my jobs online, so I can totally understand. No worries, let me check what best can be done from our end to resolve the issue.

IDV £

Let me pull up and verify your account first.

I can see here that you are logged in to Myaccount so there is no need for us to go through verification.

Please give me 2-3 minutes to review your order

It does not match on our records. I'll be asking you security questions as part of the verification process.

What is the first and second character of your password?

What is the mobile number registered on the account?

Is the email address you have provided above registered on the account?

What is the email address registered on the account?

What are the Last 4 Digits of your bank account registered for direct debit with TalkTalk?

Thank you so much for verifying. I appreciate that.

I truly appreciate your effort to answer the security questions and providing me with these details.

TROUBLESHOOTING SPIELS
INTERNET £

Over the next 14 days from the day your service goes live we’ll be stabilizing your broadband to make sure you get the speeds we promised you. You may experience some ups and downs in speed but this is perfectly normal.

There’s nothing for you to do – we’ll email you when the 14 days are up and your broadband is running at its best.

I've started running a test on your line. This will complete a health check between your home and telephone exchange and can take up to 15 minutes.

While waiting I might be asking some questions.

May I know what type of connection you are using now to chat with us?

Are you messaging us from home?

Are there 4 solid green lights on your ONT?

Can you tell me what is the colour of the light on your router?

May I know when did your internet stop working?

Is the Power Light of the ONT is Green?

How about the Broadband light?

I need you to check the fibre-optic jack cable and confirm that it is securely connected.
Is the fibre-optic cable jack securely connected?

Are you messaging us from home?

Let me know if the light of your router changes, okay?

May I know what are the troubleshooting steps you have done prior to chatting with us?

Have you tried switching around the ends of the ethernet cable from ONT and router?

Please bear with me as the test is still running as we speak.

Please make sure that the ethernet cable is properly connected from the socket and at the back of your router.

Great! Kindly unplug the power cord and wait for at least 15 seconds before you plug it back in.

BILLING SPIEL

Part month and advance month charges

Part Month - this covers service charges from the date your account went live until the start of your standard billing period.

Advance Month - this is your standard monthly charge of your services. This will include any promotional discounts.

Your service went live on 20th May. Your usual billing period begins on 23rd of the month. The part month charge covers service charges from your live date of 20th May until 22nd May to bring billing in line with your bill cycle.

Your billing cycle starts on every - and ends on every - of the month.
So the £ is the charge from - to - and the £ is from - to -
In the following month, your bill will only be -


CHANGING PLAN SPIEL


I just need a confirmation from you that you have agreed to upgrade your package to our Fibre 65 plan with TalkTalk TV service on a 18 month contract for £25.00 per month. If you wish to make any changes to your package within your minimum term, you may be liable to pay a fee.

ENGINEER BOOKING

An engineer is being booked to investigate the fault. An Openreach engineer will check the fault in the network, which sits outside of the home and if the fault is found to be here you won't be charged.

If you miss your agreed appointment, cancel too late or refuse the engineer access, you will still be charged and we won't be able to resolve the fault without a further booking.

RESOLUTION PART £

Wow! I'm so happy that your Internet is already working. I really do appreciate your cooperation. I wouldn't have done it without your help.

ENGINEER SPIEL £

Before we send our engineer we are required to ask if someone in the household is contracted with covid-19?

Please keep your line open for our engineer will reach out to you to give you the specific time.

Here is your appointment number