Notes

"We're experiencing a service enhancement maintenance. Our team is currently working on it. We apologize for any inconvenience. Please call us back in 2 to 3 hours when we hope the system will be fully restored. We'd love to answer all your query and concerns. I hope you understand. Thank you"

OPENING!
No information provided from pre-chat survey:

>A splendid morning to you, ________. You are now through to Jeff from TalkTalk Technical Support Team. I'll be more than happy to help you. Can you please tell me more about your queries?

When customer only mentions technical issues:

>A splendid morning to you, ________. You are now through to Jeff from TalkTalk Technical Support Team. I can see that you contacted us regarding a fault on your service, can you please tell me more about your queries?

Hi, Good Day. This is Jeff, your friendly advisor from TalkTalk Technical Department. How can we help you?


Hi, Good afternoon, . This is Jeff, your friendly advisor from TalkTalk Technical Department. I hope you and your family is safe.

I apologise for the inconvenience we are currently experiencing system incidents, what this means is I can't proceed with diagnostics to assist you with your fault, if you want to I can take your mobile number and we can send you a text once the systems are back up and running.

I am very sorry for this inconvenience but please be assured our engineers are doing all they can to resolve this as quickly as possible.
This will be noted.

Thanks for your understanding and patience. Please keep your lines open as we will be sending you notifications once the system is fixed.
Thank you for choosing TalkTalk, this is Alysa. Enjoy the rest of the day! Cheer

EMPATHY
I apologies for the inconvenience and thank you for letting us know. We understand the value of a working internet service, especially during these times. No worries since you have me on the line, I can go ahead and help you with your query.

I'm sorry for the inconvenience and thank you for letting me know. I understand that this is regarding your internet connection. I know how important it is to have a working internet service. No worries since you have me on the line, I can definitely help you with your query.

I’m deeply sorry about experiencing a faulty telephone line, I can understand how you feel. Let me take care of this for you right away. Can you please elaborate on what kind of inspection the engineer did on when they got there?

I do apologize if this caused any kerfuffle, I myself had similar experiences and it has been really appalling and with that given let's make things up so that we would not have the same thing go over again, okay?

Apologize to hear that, it seems you're having a bad day and this issue is making it even worst. Let’s see what we can do to make things right.

-I’m sorry you had to deal with this.
-I know your time is precious, so thank you for waiting while I get an answer for you.

IDV Spiel
Before anything else, I will be asking you security questions for me to pull up and fully verify the account. Please ensure that you double check and type the answer correctly as we only consider the first answer.
To address you properly, can you provide your full name and Talktalk telephone number?

Awesome. Are you the account holder?

Great. And for security purposes. Can you provide the 1st and 3rd character of your telephone password?

Thank you for confirming. Just want to remind that you only need to give 2 characters of your password that was asked, this is to secure your account.

Is this the first time you contact us regarding this issue?

Before we can address the issue, you've reported, we'll need to update your information in your account. Is that okay with you? This will make account verification much easy if you need to chat with us again someday.

1. Have you set up a telephone password on your account? If it has, is it updated?

2. You can choose 1 question below and provide an answer to it:
A. What is my childhood pet's name?
B. What is the last name of my childhood best friend?
C. What Street did I grow up on?

3. What are your ideal contact hours in the event of a manager's call, for example? Do you prefer morning, afternoon, or evening?
4. Lastly, are the email address and mobile number on your account updated and active?
5. Do you have a mobile number that we can add on your account?
6. Can confirm your preferred contact method? Is it SMS, telephone, email or letter?
Or do this next time?

When there's no password registered on the account.
Your account shows that no password has been registered for authentication. I would recommend creating a password for your account to add further protection to your account and make clearing security simple in the future. Would you like to make the update now or through your My Account or not now?

When the password is incorrect or did not match.
The password you entered does not match the one we have on file, We are able to ask alternative security questions however going forward I would recommend updating your account's password so that account authentication will be simple in the future, this can be done with myself or via your My Account.
Update pre-defined question

Mr. Customer, your account doesn’t currently have a pre-defined security question, This is something we can address for you today to further protect your account and allow you to clear security more quickly.
The options available for you are:
What street did you grow up?
What is your childhood pet's name?
What is the last name of My childhood best friend?
Customer already DPA passed
-I can see here that your account has already been authenticated when you logged in to My Account so there's no need to go through the security questions.

SURVEY SPIEL!
Great! Well, if there is nothing else, I can help you with today, I just wanted to mention we do have a brief customer satisfaction survey that we’d be very grateful if you were able to complete. You can do this by staying on the line and keying in the answers to a few questions for us.

Thanks for chatting with us today. If you'd like to receive a copy of our conversation via email for future reference, this option will be at the end of the survey.

-Thanks, Simpson . I express my gratitude as it was such a pleasure chatting with you today. I do appreciate your patience and understanding, you've been very polite. I just want to let you know that it was truly amazing chatting with you today. I am glad that I was able to assist you.

Just a quick favor. You may receive a survey after this chat. I would appreciate it if you could rate and provide feedback on how you would like and on the service that I provided.

CLOSING SPIEL
Thank you and It's been a pleasure assisting a valued customer like you. Thank you for reaching out to the TalkTalk Technical Support Team. Again, this is Alysa. Take care always! Have a nice day and Happy Holidays! Cheers!

BEFORE CLOSING SPIEL
I really appreciate your patience as we've gone through all of this, have you got any other queries I can help you with?

I just wanted to make sure that I have catered to all of your queries, have you got any other queries I can help you with?

I really appreciate your patience as we've gone through all of this. Have I resolved your query today?

I am glad to know that the internet is now back online. It also shows here that the status is now back to green, which means in good condition.

I am glad that I was able to help you fix your internet service. You have been great throughout the troubleshooting process.

I'm glad that I was able to help you book an engineer to fix the issue. Rest assured; this will be taken care of properly.
We from TalkTalk just want to make sure that you'll be able to enjoy the best out of your service.
I'm glad to know that you're doing good with TalkTalk. Please know that TalkTalk will not stop improving the service to give satisfaction to our valued customers.

Thanks for that positive response. TalkTalk is pleased to hear that you are happy with the service. I would also like to take the opportunity to thank you for being a loyal customer to TalkTalk. Guaranteed that we'll keep doing our best to provide you with the best service.

It has been a pleasure to have you on this chat. You have been great, and we really appreciate your time, patience, and cooperation throughout the process. You are a great troubleshooting partner.

You're welcome. We should be the one thanking you for taking your time and being a cooperative customer. The case will be picked up from where we are leaving it now so you will start straight off from this point.
Rest assured that this conversation will be documented on your account. So, in case you contact us back, you won't need to repeat everything to the next representative.

I express my gratitude as it was such a pleasure chatting with you today. I do appreciate your patience and understanding, you've been very polite. Please do take the necessary health and safety precautions to stay safe during this pandemic as your life matters most.
By the way, I just wanted to mention that you may receive a 2-question survey after this chat, kindly please read the survey carefully as the options may change.
If you could also give time to wait for about a minute or two to have it popped-up since there is a delay to it, I would greatly appreciate it.
I won't be taking too much of your time, _______. Once again, this is Nestor and thank you for being the best part of TalkTalk. Enjoy the rest of your day and please do take the necessary health and safety precautions to stay safe during this pandemic as your life matters most.
Will you be able to say that you are satisfied and have a positive experience throughout the chat with me?
Will you be able to say that you have a positive experience with Talktalk and me throughout the chat?
Now that I have provided a resolution to your concern, will you be able to say that you have a positive experience with Talktalk and me throughout the chat?
Would there be anything else that TalkTalk and I can do to improve your experience with us?
A minute or two after the conversation is closed, there is a quick survey based on our interaction for today and your participation is highly appreciated. Once again, this is ________ from TalkTalk Technical Support Team. Have a good day and keep safe always.

RESTORE FACTORY SETTINGS
We need to do a factory reset on your router. You may need to use a pin or paper clip for you to insert it to the reset hole. The reset hole is located at the back of your router and there should be a reset label on it. Press and hold it for 30 seconds after releasing and let me know once you are done.
Let us wait for the router to reconnect after 2-3 minutes.

In case we get disconnected, please contact us back immediately. No worries, everything will be documented, and I will just pause the case that we have started so that you don't need to repeat yourself by the time you reach us back. Are you available today with the expected time to do the troubleshooting?

ACCOUNT NOT VERIFIED!
Thank you so much for providing the information. Just to set the proper expectations that we are unable to verify the account as the details you've provided doesn't match on the account records.
Here in TalkTalk, we take the account security of our customers very seriously and it's our top priority. With this, I highly recommend you to log in to your TalkTalk My Account to find the correct details in verifying the account specifically your telephone enquiry password.

Don't worry, we can still run the line test diagnostics on your internet/landline service. However, once the diagnostics results will determine us to book an Engineer or to send a new replacement router, we will be unable to proceed further in doing so unless the account is verified. For this reason, you need to contact us back to fully verify the account.
How would you like to proceed?

SETTING PROPER EXPECTATIONS AFTER IDV IF YOU WILL RUN DIAGNOSTIC TEST
Just to set an expectation, we will be performing troubleshooting on your line, which may take about 25-30 minutes or more. I will be running health and diagnostic checks remotely so we can verify the status of your equipment and services. I will also give you further instructions if you need to do or check something on your end. Whilst performing the test, I will be asking you a series of questions that can help us narrow down the root cause of the issue you are reporting.

In case we get disconnected, please contact us back immediately. No worries, everything will be documented, and I will just pause the case that we have started so that you don't need to repeat yourself by the time you reach us back. Are you available today with the expected time to do the troubleshooting?
Setting Expectations for Openreach Non-Appointed:
Just to set the proper expectations that there's no exact time frame as it's the Openreach Engineer's determination.

I highly suggest you to please keep your lines open as the Openreach Engineer will notify you via SMS message so that you can confirm the visit.
Just in case there's a need to access your property, the Openreach Engineer will call you so that you will be informed.

20 minutes Power Down:
Great news! As per the line test diagnostics results on your internet connectivity service, we have determined that we need to power down the Router for 20 minutes to fixed and resolved the issue.
You just need to turn off your your router for 20 minutes. To do this, press the power button once on each, or switch them off at the wall. This will allow the connection to time-out and reset, which will generate a fresh connection. After 20 minutes power both devices on.
Just in case if it doesn't work when you switch it back on after 20 minutes, please don't hesitate to contact us back to finally determine the best resolution for your internet service.
Don't worry, I have already documented everything on your account regarding on this matter. Rest assured that I also added this to our priority list and your name (customer) is already registered on the system to get your internet service working as soon as possible.

Account not verified:
Thank you so much for providing the information. Just to set the proper expectations that we are unable to verify the account as the details you've provided doesn't match on the account records.
Here in TalkTalk, we take the account security of our customers very seriously and it's our top priority. With this, I highly recommend you to log in to your My Account to find the correct details in verifying the account specifically your telephone enquiry password.
Don't worry, we can still run the line test diagnostics on your internet/landline service. However, once the diagnostics results will determine us to book an Engineer or to send a new replacement router, we will be unable to proceed further in doing so unless the account is verified. For this reason, you need to contact us back to fully verify the account.

How would you like to proceed?
Customer asking for a new router:
Just to set the proper expectations that we need first to perform the necessary troubleshooting steps in running the line test diagnostics on your internet service before we can identify to send a new router. Don't worry, once the diagnostics results will determine so, I'll inform you immediately.
Internet/landline outage:
Upon checking on the account, I have confirmed that there's an ongoing internet/landline outage on the respective area. I am sorry for the inconvenience that this has caused. No worries, rest assured that our Engineers and Network Team are already working on this to get the issue resolved as quickly as possible.
You can also check for the latest updates via talktalk.co.uk/servicestatus from time to time for further updates. You will also be receiving SMS notification notifying you once your service is already fully working.
No worries, I have already documented everything on your account regarding on this matter. Rest assured that I also added this to our priority list and your name (customer) is already registered on the system to call the attention of our Engineers and Network Team to get your service fixed and resolved as soon as possible.
20 minutes Signpost/line test:
Please be advised that we need you to chat us back using a Smartphone or a Tablet with mobile data (3/4/5G) connection in order for us to properly continue performing the necessary troubleshooting steps as well as running the line test diagnostics on your line service.
I'll initiate the line test once this chat has ended. The test can take up to 20 minutes, so please chat back to us in 20 minutes so we can review the result and continue any diagnostics required.
No worries, I have already documented everything on your account regarding on this matter. Rest assured that I also added this to our priority list and your name (customer) is already registered on the system to get your service fixed and resolved in a timely manner.
Openreach Non-Appointed:
Great news! I have successfully submitted the ticket to the Openreach Engineer to get the issue fixed and resolved.
Please be advised that appointments are based within 2 timeslots throughout the day.
These are:
1. 8:00 am - 1:00 pm
2. 1:00 pm - 6:00 pm
Just please keep your lines open as the Openreach Engineer will notify you via SMS message to confirm the visit.
Don't worry, I have already documented everything on your account regarding on this matter. Rest assured that I also added this to our priority list and your name (customer) is already registered on the system to call the attention of the Openreach Engineer to get your service fixed and resolved in a timely manner.
TV BOX (DN360T) (DN372T) unable to record:
Upon checking on the account, I have confirmed that the set top box you're using does not support recording feature. This is the reason why you are unable to record on your TV Box.
Please be advised that we have already phased out our recordable TV Box. The best available option that I can recommend you is to upgrade your TV Box to 4K TV Box wherein it can record and has the best features. Plus, the dedicated team will definitely help you regarding on this.
Shall I go ahead and connect you over to the Better Value Team?
Auto compensation
-Since you've mentioned that you have a week with no internet connection, I just wanted to let you know that we do have a policy where we compensate customers for the inconvenience we've caused. This will be applied directly to your account and the calculation will start 2 working days after the time the total loss of service started or when you reported it up until it was fixed.
If you are eligible for the auto compensation, you will receive an email as well for the eligibility requirements and how much you will be getting for the compensation. The process will take 30 days after your issue is resolved and you will be notified via SMS/email.
-Great news! Please be advised that if you're eligible for automatic compensation, we'll credited to your account within 30 days of a fault being resolved, a missed appointment of your service going live if delayed by TalkTalk.

You'll be able to identify any automatic compensation on your online or paper bill, just look for one of the below within the Adjustments made section and remember, there's no need to contact us as your credit will be added automatically within 30 days.
For your reference, please visit our help page below:
About your auto compensation credit
https://community.talkttalk.com.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

CX is frustrated/not happy
>I understand if you are upset and this is totally not the kind of service we want you to experience. We really wanted to provide you with the best service here in TalkTalk, is there a way we can make your experience with TalkTalk much better?
Closing spiel temp check
>Based on our interaction, are you now happy and satisfied to close our conversation for today?
>Will you be able to say that you have a positive experience all throughout this conversation?
CX is happy/satisfied with the service
>Thanks for that positive response. TalkTalk is pleased to hear that you are happy with the service. I would also like to take the opportunity to thank you for being a loyal customer to TalkTalk. Guaranteed that we'll keep doing our best to provide you with the best service.
Non-account holder reports a fault
>I can see that you are not the main account holder. Please be advised that we can still proceed on running diagnostics to get this sorted out but if the outcome route to book an engineer visit or replace one of your equipment, we'll need the main account holder to contact us back. Would that be okay?
No worries as everything will be noted so by the time the main account holder contact us back, we'll immediately book the engineer visit or replace the equipment instead of doing the steps all over again.
Customer is not at home
>Upon checking here, we'll need to process in-home checks. This is to pin-point where the fault exactly lies and to come up with the correct treatment to fix your connection. This is to help us identify if one of your equipment is faulty and needs to be replaced or we'll book an engineer visit if there is a fault identified on your line.
As you are not currrently at home we cannot complete the relevant checks needed to help diagnose your problem. We are going to send you a Supermail with all of the checks you need to complete to help fix the issue.
If you are still experiencing an issue after these checks, please contact us back once you ae at home and we will help diagnose this further.
I'll be placing notes on the account for the next agent to easily identify your query and continue the process we've done so far. How does it sound?
Wants to book an engineer/send a replacement router immediately
>We need further investigation to identify what is causing this fault to happen. We'll be running some diagnostics to clearly see where the fault exactly lies and to know if an engineer visit is required to get this resolve or an equipment needs to be replaced.
Insisted to send an engineer visit
>I do understand that you need an engineer visit immediately to check it for you. As part of the engineer guidelines, we'll need to do some basic troubleshooting steps like running a line test on your connection and check the equipment status in order to identify what type of engineer is needed to get this resolve. Booking an incorrect engineer will just take resolved longer than usual. We humbly ask for your understanding. Rest assured, this is already taken care of and we won't stop until this is being fully resolved.
Insisted to send a replacement router
>I do understand that you wanted a replacement router. As part of the process, we need to exactly pin-point where the fault exactly lies to avoid this from happening all over again. Running diagnostics will help us pin-point where the fault exactly lies. If we are routed to process a replacement equipment or book an engineer, we'll work on it as soon as possible. Rest assured, this is already taken care of and we won't stop until this is being fully resolved.
Was told by an Openreach Engineer that the router needs to be replaced
>Thanks for informing us that the engineer informed you to replace the router. Upon checking here, the engineer who visited was an Openreach engineer. Openreach engineers are not capable of checking TalkTalk equipment as their scope is only limited to Openreach equipment. To make sure none of the TalkTalk equipment is faulty, we'll need to run diagnostics to check its status and help us identify which of the equipment is faulty for us to process a replacement immediately.
This is to make sure that this won't happen all over again as processing a replacement router whilst the fault exactly lies on the master socket or other equipment will just take this longer to be fixed. No worries, this time around, we'll do our best to get things rectified for it to be fully fixed and avoid you from contacting us again regarding the same query.
CASE MANAGER
I have the test results now and it seems that an intrusive line check will need to be processed completely. This will be handled by our back-end team or one from our case managers since they have the full access on the account.
The test will determine if an engineer needs to be sent out or if the back-end team can completely fix the issue. If ever this is fixed by the relevant team, you will be notified via email or SMS. If an engineer is needed, the team will contact you on your preferred contact number within 2-3 business days to make sure this will be rectified. Rest assured that the details are already documented on your account and that we have already exhausted all the available troubleshooting process that we can do.
CX insisted/showing dissatisfaction regarding replacement router after Openreach visit
>I do understand that you have went through this already and we don't want you to be stressed out regarding this matter. How would you like to proceed for us to work on it for you?
CX says send a new router
As we value you as one of our TalkTalk customers, we'll do our best to work on this. Can you allow me 2-3 minutes to consult my supervisor to make sure all options are exhausted?
EMPATHY
Thank you for bringing this to my attention,. I am sorry you had to deal with this. This is not something that we wanted to happen to our valued customer. Don't worry, I will do my best to help you out and will make sure that all your concern will not be taken lightly.
I totally understand that it's been very inconvenient in your situation right now that you can't access your internet connection. I can assure you that you have come through to the right person as I will do my utmost best to come up with a resolution. Let me check what best can be done from our end to resolve the issue.
Transfer Spiel
A splendid morning to you, Derek. You are now through to Alysa from TalkTalk Technical Support Team. I can see that you already spoke with an adviser previously. Let me review the conversation so that there is no need for you to repeat yourself. Please give me 3 - 5 minutes while doing so. Thank you.
A splendid afternoon to you, Derek. You are now through to Alysa from TalkTalk Technical Support Team. I can see that you already spoke with an adviser previously. Let me review the conversation so that there is no need for you to repeat yourself. Please give me 3 - 5 minutes while doing so. Thank you.
A splendid evening to you, Derek. You are now through to Alysa from TalkTalk Technical Support Team. I can see that you already spoke with an adviser previously. Let me review the conversation so that there is no need for you to repeat yourself. Please give me 3 - 5 minutes while doing so. Thank you.
-Please allow me 3-5 minutes to document the details on your account and put the notes on the chat so that you won't have to repeat yourself to the next agent. Would that be, okay?
-Please be informed that my resources are limited based on the nature of your query, the best team that can assist you with it is our ________ Team. Would you like me to go ahead and transfer you directly to them?
-Sorry to have kept you waiting, ________. Is there anything else you might want to add before I connect you over to the relevant department?
-I will be transferring 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 are helping you look for an available representative.
OUT OF SCOPE
I have checked your account and found that you are on a Full Fibre package. As much as I would love to assist you, I'm afraid I may not be the best person that can assist you right now as my sources are limited here and it is beyond our control. Our chat can only assist customers who are subscribed to lower packages than Full Fibre.
I can definitely connect you over to the relevant team for you to be further assisted. I would love to help arrange and correct this for you, but even the access to your account is limited here on my end due to the limited scope of support. I'm so sorry for the limitations.
Would you like me to connect you over to them directly?
I will be transferring 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.
Unresponsive Spiel
I really wish to continue but I'm sorry we couldn't finish our conversation as we have a time frame to follow, Loren. As I haven't heard from you for some time, I'm going to close this chat. If you need any help in future, please do not hesitate to contact us again.
However my colleagues and I are here should you have further questions chat us back or to save your time please you can do self-service option and fix your service online, just log on to Log in to TalkTalk - My Account go to MyConnection and it will take you 10 minutes to complete the line test and troubleshooting, the good thing is that this is available 24/7 ensuring we got your back when you need assistance on you service all the time.
No worries, everything is documented here on your account so that when you contact us back, you don't have to repeat yourself again. Hope that helps.
You will be assisted by the next representative. Thank you so much for your great patience and we truly appreciate it. Thank you for reaching out to the TalkTalk Technical Support Team. Take care always! Have a nice day and Happy Holidays! Cheers!
Chaser!
-I just want to check if everything is okay as I haven't received a response from my last post to you?
-I personally apologize for the automated reponse that you have received, its our system who sent that out at it detects that it has been a minute since my last post to you.
-We have a policy that requires us to close a chat if we do not receive a response within a certain amount of time. In order to avoid this and assist you fully, please let me know if you are about to do something and give me a time frame to wait for your response.
VOLUME
I am sorry that it has taken longer than usual for your chat to come through to us. We are currently experiencing high chat volumes, which is the reason for the delay. However, now that your chat is through to me, I will do my best to assist you.
TOOLS ISSUE
Thank you for reaching TalkTalk Technical Chat Department, Elaine. I hope you are well today. My name is Alysa. Please be informed that as of this moment, we cannot proceed with the diagnostics checks to assist you with your fault as we are currently experiencing system outage.
We are carrying out essential updates to improve your TalkTalk experience. During this time our online functionality will be reduced, and we will have limited capability to deal with technical queries. We are sorry for any inconvenience this may cause. This upgrade will help us improve the way we assist valued customers like you.
Rest assured that our tools will be up and running by Tomorrow, we will be able to assist you with your query and we will notify you via SMS once the tools are available. Please do chat us back or you can also use these following links for your reference for further updates with your concern: community.talktalk.co.uk/chat now and talktalk.co.uk/service status. Please be assured that our I.T engineers are doing all they can to resolve this as quickly as possible. We are asking for your outmost understanding.

After query
Thanks for waiting, I have now pulled up your account. I can see that you already verified the account by logging in to your My Account. Thanks for that. Would you like to update any information on your account like your mobile number and email address to ensure that we have the correct information or no for now?
Thanks for waiting, I have now pulled up your account. I can see that you already verified the account by logging in to your My Account. Thanks for that. I can see that you have not added an telephone password on your account. Would you like to add one to ensure that we have the correct information or no for now?
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Thanks for waiting, I have now pulled up your account and for us to proceed I will need to verify your account. Can you please provide the first and second character of your telephony password?
Thanks for waiting, I have now pulled up your account and for us to proceed I will need to verify your account. May I please know what is your mobile number and email address you have registered with us?
Thank you so much for verifying your account. Would you like to update any of your information so to ensure that we have the correct information or no for now?
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Just to set proper expectations, I will be running health and diagnostic checks remotely so we can verify the status of your equipment and services.
These checks will usually take 25 - 40 minutes to finish but no worries I will do this as fast as I can. Also, I will give you further instruction if we need to do/check something on your end.
Whilst performing the test, I will be asking you a series of questions that can help us narrow down the root cause of your query. Would that be fine with you?
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Thank you. May I know what internet connection are you using on chatting with us today? Are you using a mobile data or talktalk internet or Hotspot/other BB provider?
I see, and are you currently at home where your talktalk router is installed?
Alright, just need your permission is it fine if we will use the mobile number on the account so we can contact you on if needed?