Notes

=FLOW=

Good day to you, . You are now through to Mariel from TalkTalk Technical Support Team. Can you please tell me about your query for today?

Good day to you, . You are now through to Mariel from TalkTalk Technical Support Team. I can see that you contacted us regarding your slow speed issue, right?

Good day to you, . You are now through to Mariel 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 5 minutes while doing so, would that be okay?

Apologies for the delay we are receiving high volume of call that is why it take time for you to be rerouted on a live agent.


=TRANSFERRED FROM SARA=

Good day to you, . You are now through to Mariel from TalkTalk Technical Support Team. I can see that you were transferred from our holding bot which is called Sara due to inactive for a certain period of time. In order for you not to repeat yourself again allow me to review the conversation you had with the previous advisor. Please give me 5 minutes to do so, would that be okay?

=IDV=

I can see you have already completed the security check with us with the previous representative as well so there's no need to go through the security questions.

Thank you and I have pull up your account here and to authenticate this, I'll be asking series of question, first can you provide to me the 1st and 3rd character of your telephone password?

I have pulled up your account here and to authenticate this, I'll be asking a series of question, first can you provide to me your mobile number registered on the account and the email address you have registered with us?

=ONE TIME PASSCODE=

I have pull up your account here and we can pass through security with a one-time code to your registered email or mobile number, which would you prefer?’’

‘’Great news, we can pass through security with a one-time code to your registered email or mobile number, which would you prefer?’’


=ACCOUNT HAS NO TELEPHONE PASSWORD SET UP=

Great! Thanks for verifying the account. It seems that you have not setup a telephone password, we'd highly suggest that you set it up by logging in to your My Account and going to Profile & Settings > My Details & Passwords > Telephone Password > Add/View Telephone Password. In this way, it would be easier for you to fully verify the account.

I can also see that you have not set up one security question, would you like me to add one?

Great! Thanks for verifying the account. It seems that your mobile number and email is not updated/set up on to your account, would you like to update this information to your account?

Great! Thanks for verifying the account. I can also see that you have not set up one security question, would you like me to add one?

Great! Thanks for verifying the account.

Great! Thanks for verifying the account. Since you have forgotten your telephone number would you like me to update it for you?

By the way would you like to update your details to easily verify your account in case you contact us without logging into your account?

Great! Thanks for verifying the account. By the way would you like to update your details on your account to make sure that it is up to date, like mobile number and email address?

In this way, it would be easier for you to fully verify the account.

=SET UP TELEPHONE PASSWORD=

Great! Thanks for verifying the account. I can see that you have not set up any telephone password and security questions. Would you like me to set it up for you?

This is to easily verify your account every time you contact us.

Great! Thanks for verifying the account. I can see that you have forgotten your telephone password and no security questions. Would you like me to update and set it up for you?

I can see that you already verified the account by logging in to your My Account. Thanks for that. And I can see that you have not set up any telephone password and security questions. Would you like me to set it up for you so that we easily verify your account in case you contact us without logging into your account?


Alright can you provide to me your telephone password please.

You can provide minimum of 6-character word combination of letter and number.

Great! Thanks for verifying the account. I can see that you have forgotten your telephone password and no security questions on the account. Would you like me to update and set it up for you?

=DPA NOT NEEDED, ALL DETAILS ARE PRESENT=

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?

Great! Thanks for verifying the account. 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?


=DPA, NOT NEEDED. NO SECURITY QUESTION SET UP=

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 set up a Telephone password on your account. We'd highly suggest that you set it up by logging in to your My Account and going to Profile & Settings > My Details & Passwords > Telephone Password > Add/View Telephone Password. In this way, it would be easier for you to fully verify the account.

And I can also see that you have not set up one security question, would you like me to add one?

I can see that you already verified the account by logging in to your My Account. Thanks for that. And I can also see that you have not set up one security question, would you like me to add one?

I can see that you already verified the account by logging in to your My Account. Thanks for that.

=DPA NOT NEEDED, MISSING DETAILS=

I can see that you already verified the account by logging in to your My Account. Thanks for that. It seems that you have not set up a security question on it. Would you like to update your details to easily verify your account in case you contact us without logging into your account?


After updating the details, check if the customer needs an update on the other information on the account.
Would you like to update any information on your account like your mobile number and email address?

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 set up a Telephone password on your account. We'd highly suggest that you set it up by logging in to your My Account and going to Profile & Settings > My Details & Passwords > Telephone Password > Add/View Telephone Password. In this way, it would be easier for you to fully verify the account.

I can see that you already verified the account by logging in to your My Account. Thanks for that.

By the way would you like to update your details to easily verify your account in case you contact us without logging into your account?

I can also see that you have not set up one security question, would you like me to add one?

=PREFERRED METHOD=

Thank you for the information. How would you like to receive notifications from TalkTalk?

Email
Letter
SMS
Telephone

=SECURITY QUESTION=

Alright! Can you provide me with what will be your security question and the answer please.

If you can't think of one, let me know I can provide you with a security question instead, thank you.

The security questions available on the account that we can set for you are the following and you can only select one:

1. What is your childhood pet's name?
2. What is the last name of your childhood best friend?
3. What Street did you grow up on?

Once you have selected one question, please let me know what number you have selected and provide me the answer so that I can set it up for you.


=NON-ACCOUNT HOLDER=

I can see that you are not the main account holder. We can still proceed on running diagnostics to get this sorted out but if the outcome routes 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's visit or replace the equipment instead of doing the steps all over again.

=FAULT ONLINE=

If you run a test online it will automatically provide a fault repair ticket, unless


=NUMBER=

Do you have a mobile number we can contact you on if needed? This should be different to the number of your Broadband service. The number you provide will be the number we will use for SMS update of your fault.

So that we can send you an SMS update regarding this issue you're raising with us, should I register the mobile number you provided above?


=LINE TEST=

So, here's what we're going to do we will proceed to the next step which is to run a diagnostic test and perform a trouble shooting. In this way it will trigger all pending updates to be pushed over the air so that the firmware will be updated. The test will also check the condition of the router and the line connection which will lead to the exchange.

I may need to ask a series of questions for me to pinpoint the cause of the issue and to find the best possible resolution. Also, to set your expectations this will normally take 20-30 mins.

Are you available to do the trouble shooting today?

=LOG IN MYACCOUNT=

Thank you and I can see that you log in into your MyAccount. No need for you to go through security question. Please allow me 3 minutes to have full access to your account here. kindly stay on the chat, thank you.


=ACKNOWLEDGEMENT=

Thank you so much for reaching out to us with regards to your ____ service. I certainly know how difficult it is having _____ connection and I understand the urgency of this matter to be fixed immediately. This is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.

For me to pull up your account, can I please have your TalkTalk telephone number?

=CLOSING=

It has been a pleasure assisting you today. I would also like to take the opportunity to thank you for being one of our valued customers, guaranteed that we'll keep on working to provide you the best service. Apart from this, is there anything else TalkTalk and I can help you with?

Thank you for allowing me to assist you today, . You have been great, and we really appreciate your time, patience, and cooperation throughout the process. Thank you for contacting TalkTalk Technical Department. Once again this is Mariel. Bye for now and have a good one.

For your future reference, you may go log in into your MyAccount and run a line test for self-service options and to save much of your time.

=TEMP CHECK=

Hoping that it doesn't influence the past experienced you've encountered on how I handled and helped you on this fault in a way I can, .

By the way based on the explanation and resolution I've provided; will you be able to say that you have a positive experience all throughout this conversation?

Thank you for your time and patience all throughout this process, ​____. I highly appreciate it.

Thanks for that response. TalkTalk is pleased to know 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.

Would there be anything else that TalkTalk and I can do to improve your experience with us?

TEMP CHECK OPTION 2 SPIEL:

Hoping that it doesn't influence the past experienced you've encountered on how I handled and helped you on this fault in a way I can, ​.

May I ask if you are somehow satisfied with the resolution and assistance that I have provided you today?


=UNRESPONSIVE=

I can see that you are still typing, please go ahead. I can wait for your response for up to 3 minutes.

Hi, . I have waited for you here in chat and it seems like you are already away or doing important matters. Our system requires a time-to-time response, if ever you failed, the system will automatically close the chat. Nothing to worry I also leave a note in your account regarding your query today so that the next representative can check and review the details of it. I hope this helps.

In order to make sure that your connection is working fine and in order for us to complete the necessary diagnostic test please don't hesitate to contact us back again. We are more than happy to help you.

You may also go through this link: www.talktalk.co.uk/ for self-service options. Once again this is Mariel from TalkTalk Technical department. Thank you for contacting TalkTalk bye for now and have a good one.

I'm sorry we couldn't finish our conversation. As I haven't heard from you for some time, I'm going to close this chat as it seems that you've been already away from this conversation. If you need any help in future, please do not hesitate to contact us again.

=PROBING QUESTION=

Thank you and your account has been authenticated.

=IDV=

For me to pull your account can you provide to me your TalkTalk telephone number?

Can you confirm the last 3 digits of your mobile number that we can use to send you an SMS update regarding the fault you're raising with us.

Can you please confirm to me the mobile number and email address that were registered with TalkTalk?

I can see you have already completed the security check with us with the previous representative as well so there's no need to go through the security questions.

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.

=ASSURANCE=

Rest assured that we will monitor your connection from time to time to make sure that you'll have the best service here in TalkTalk.

Prior booking the engineer I need to make you aware of the terms and conditions.

=CONNECTION=

Are you currently using your TalkTalk internet to reach us today?

By the way are you connected to the TalkTalk internet while chatting with us?

Are you currently using mobile data and are at home where the TalkTalk service was installed?


=UNRESPONSIVE=

I just wanted to check if you're there and ready to chat with us?

Are you still connected with me, _____?

Please response if we are still connected, thank you.

To ensure that we are still connected, just respond to this message. Thank you.

I just want to check if you're still there as I haven't received a response from my last post to you?

Hi. Our system requires a time-to-time response, if ever you failed, the system will automatically close the chat. I just wanted to check if we are still connected?

I can see that you're still typing, please go ahead. I can wait for your response here.

I can see that you're still there, I can wait for your response here.

=HOLD TIME=

I'll wait for another 5 minutes whilst you perform this.

I can wait for your update up to 5-minutes whilst you perform this.

I've already reviewed the conversation and to verify, this is regarding ___?                                                  

Thank you for waiting, ___. This is almost done, please allow me another up to 5 minutes whilst I work on it.

Please allow me up to 5 minutes whilst I further investigate this, would that be fine?


=TEMP CHECK=

Hoping that it doesn't influence the past experienced you've encountered on how I handled and helped you on this fault in a way I can, .

Based on the explanation and resolution I've provided; will you be able to say that you have a positive experience all throughout this conversation?

Would there be anything that TalkTalk and I can do to make your experience better?

Would there be anything else that TalkTalk and I can do to improve your experience with us?

We know it can be an uncomfortable piece of information to pass over the phone but not to worry we can still continue.

What do you find to be fair and reasonable amount to be compensated?

I do sense that you're unhappy with the amount provided.

As this is not total loss of service. We do have a different type of compensation which

By the way have I fully catered all your queries for today?

Based on the explanation and resolution provided, are you satisfied to close our conversation for today?

Thank you and may I know how we can make your TalkTalk experience better, please?

We really wanted to make your experience with TalkTalk much better. Would there be something TalkTalk and I can help to improve your experience with us?



=OTHER ACKNOWLEDGEMENT=


=RUN A LINE TEST=

Here's what we will be doing, I will be running health and diagnostic checks remotely so we can verify the status of your equipment and services, also I will give you further instruction if 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. Also, to set your expectations this will normally take 20-30 mins. Would that be fine with you?


=LANDLINE=

Thank you so much for reaching out to us with regards to your landline service. I know how important it is to have a working landline service as a means of communication. I know you're a valued customer with TalkTalk and this is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.


=INTERNET=

Thank you so much for reaching out to us with regards to your internet service. I certainly understand you're experiencing _______ and I know how important it is to have a working and stable internet connection. I know you're a valued customer with TalkTalk and this is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.


=TV=

Thanks for bringing this to our attention and I am so sorry to hear that your TV is not working fine. I do understand how frustrating this can be as I am also fund of watching TV programmes. Don't worry as we are here to help fix your service. We'll be running some diagnostics to ensure that we pinpoint where the fault lies for us to provide you with the best resolution in fixing the service.


=EMAIL=

Thanks for bringing this to our attention and so sorry to hear that your email service is not working fine. I do understand how frustrating this can be as I also use the email service, especially for work. Don't worry as we are here to help fix your service. We'll be running some diagnostics to ensure that we pinpoint where the fault lies for us to provide you the best resolution in fixing the service.


=LANDLINE AND BROADBAND=


Thanks for bringing this to our attention and so sorry to hear that your internet and landline are not working. I do understand how frustrating this can be as I also use the internet and landline services, especially for work. Don't worry as we are here to help fix your service. We'll be running some diagnostics to ensure that we pinpoint where the fault lies for us to provide you the best resolution in fixing the service.

=WELFARE CRITERIA=

To confirm, do you have someone vulnerable and lives alone/left alone for most of the day and Is dependant upon the TalkTalk service and has no alternative communications available to call for help/emergency services in a health-related emergency situation?



=OTHER EMPATHY=


I see and we really appreciate and would like to thank you for bringing this concern to us. Now that we are aware of it, we will do the best to sort it out for you.



Huawei HG635

1. Log in to your router’s GUI and Open your browser and go to 192.168.1.1, Enter your Click to zoom and view a larger image username and password found at the back of your router and click Login
2. Go to Wireless Encryption Settings and In the GUI home page click the network tab then go to Click to zoom and view a larger image wireless settings and click encryption.

3.Select WPA2-PSK and In Security mode drop down box choose WPA2-PSK then click save.


=OPENREACH ENGINEER ADVISED FOR A ROUTER=

Thanks for waiting. I already reviewed the account and we can see that the engineer has already fixed the Openreach line.

Based on their notes, it shows that there is a possible fault on your one of TalkTalk equipment and it was not shown that the router must be replaced. The Openreach engineer's scope are also limited to Openreach equipment and they can't check TalkTalk equipment as it is beyond their scope.

The fault may lie on your router or cables which we need to investigate further by running the diagnostics. Do you wish to proceed?

=DOESN'T WANT TO RUN A TEST TO IDENTIFY ROUTER IS FAULTY AFTER THE OR VISIT=

I totally understand that you needed a new router, Katherine. However, Open Reach Engineer's tool are limited from the master socket to the external line. Your in-home equipment such as router is out of their scope, and they could not check if it is faulty. For us to ensure to fully rectify your service we need to run a test in order to identify if your router is faulty and if we determine that your router is fault, we can send you a new one for free.

On the other we can send you a new router however it is chargeable. How would you like to proceed?


=ACCOUNT IN COLLECTIONS=

Thank you so much for confirming. I have run a line test on my end and confirmed that the restriction does need to be removed first so that the services can be restored. This will be removed by the Collections team as you have already set up a payment extension. I would love to correct this for you however this is already out of our scope as we only have limited access on the account.

No worries, I've already placed notes on the account as well as on this chat so that you won't have to repeat yourself to the next advisor. Shall we proceed with the transfer?


Thank you for your patience, I have now completed the test. Based on the result a restriction was placed on the account due to an overdue balance. I can also see that a payment plan was also set up due on 7/15/2023 and should stop the account from being restricted. I apologies if you had to contact us back to have this sorted out. This is not the experience that we would like you to have. This time let me assure you that everything is organized in your account to avoid future issues. I have already sought assistance from our collection team so they can remove the restriction and also to review the payment plan to make sure that everything is sorted out. If you no longer have any questions relating to a faulty connection, I will now connect you to the Collection team. Would that be okay?

Please let me know if you have clarifications.


=EMPATHY=


Thank you for sharing that information. I know unreliable internet connection can be very frustrating. Let me assure you that you reach the right team, and I will double my effort to have this issue sorted out as soon as possible.

I may need to ask a series of questions to for me to pinpoint the cause of the issue and to find the best possible resolution.

I can see that the account is already been authenticated there is no need for us to verify the account.


=EDUCATION=


=CALLBACK=

I understand. Apologies, we don't have any capabilities in making and receiving calls here in the digital technical department however we do have a separate department who does answer call. I can give you their number if that would help.

=TELEPHONY PASSWORD=

Thanks for letting me know and that's it, Joshua. Once you select that option you will receive an email about your registered telephone password on your email address.

We would highly suggest to setup/view your telephone password by logging in to your My Account.


= NOT AT HOME =

Thanks for confirming that you are currently not at home. Please be advised that our troubleshooting may be limited as you are currently not at home, especially if we need to perform some in-home checks. No worries, I'll still do the best I can to help and provide you the next steps to fully fix your service.


= CUSTOMER WANTED AN ENGINEER APPOINTMENT WITHOUT RUNNING A TEST=

I understand that you are hesitant in running diagnostics on your line however we need to do this as engineer have limited access in running system diagnostics. After the diagnostics it will be forwarded to our back-office team which will be used by our engineer to pinpoint the cause of the issue. I would really appreciate extending your patience on this matter. I'd be happy to stay with you all throughout the diagnostics to assist you in any way I can. would that be okay with you?


=ALREADY ESCALATED TO NON-APPOINTED ENGINEER=

I appreciate you alerting me to this, I do apologies for the trouble this has caused you. I can see from the account that the fault has been escalated to Openreach. You may be confident that the engineers are working extra hard to address the issue because we are aware of how urgently it needs to be fixed. You'll get an SMS alert as soon as the issue is resolved to let you know.


=OPENREACH ENGINEER ADVISE FOR A ROUTER=

Thanks for waiting. I already reviewed the account, and we can see that the engineer has already fixed the Openreach line.

Based on their notes, it shows that there is a possible fault on your one of TalkTalk equipment and it was not shown that the router must be replaced. The Openreach engineer's scope are also limited to Openreach equipment and they can't check TalkTalk equipment as it is beyond their scope.

The fault may lie on your router or cables which we need to investigate further by running the diagnostics. Do you wish to proceed?

Thank you so much for confirming. I certainly understand the internet connection is not working at the moment. I know losing your internet connection can be very frustrating.

By the way, we do have options here on how to proceed and allow me to provide you the options:

1. We can proceed with the line test if you can contact the tenant to do some in-home checks when required by the system which we can do it now.

2. You can add the tenant as the nominated user to be added on your account however this will take within 14 days for the tenant to be added successfully.

3. The tenant can contact us back instead as a non-account holder since they are at the location from where the TalkTalk service is installed.

4. You can provide the telephone password on the account to the tenant so that we can authenticate the account.

How would you like to proceed?



=PROCESS SPIEL=

=REMOVABLE CARD=

I can see you have a removable card cover on the router with the sticker. To have this removed, please slide it upwards and beneath this, the other sticker with the device version should be shown.

=REMOVING MODEM


=WPS (Wi-Fi Protected Set-Up=

The device like printer will have this option. It will be clearly stated on the device itself. Do you have this?

=SEND A PHOTO=

You can send me a picture of your master socket by taking a picture first on your phone's camera and then get back to the chat and press the paperclip logo on the chat window to attach the picture.

=NO MOBILE DATA=

I certainly understand where you come from, ​_____. We have two options for this to be progressed, first, you will need to switch your connection to a mobile data connection, or you can hotspot your PC. Next, you can call us instead so that we don't need you to switch the connection and can just continue with the checks without being interrupted.


=CHANGING THE DATA CONNECTION INTO MOBILE=

Reason why we need to change your connectivity is I will run a line test on your connection and while the line test is running there might be a possibility that this chat might get disconnected.


If you have not switched from Wi-Fi to your mobile data, this chat may drop once the test is initiated. If this happens, please chat back to us so we can continue.

= EDUCATION WI-FI CONGESTION=

We've completed an analysis of the WiFi environment based on information from your router. There are a high number of networks nearby which may result in interference. This can impact your WiFi speeds and reliability, so should be taken into consideration if you experience issues.

You may be best upgrading to one of our higher speed services, if available, which include Mesh WiFi devices that can help minimise the impact of WiFi congestion.

=MOBILE BOOSTER=

Apologies for the confusion. Mobile signal booster is another equipment which boost your mobile signal and improves voice quality of your device. Do you have this equipment?


=WI-FI BOOSTER AND WI-FI EXTENDER=

The Wi-fi booster is to boost the speed on your internet and the Wi-fi extender is to widen the range of the Wi-fi.

=MOBILE DATA=

A mobile data connection is an internet connection you can get if you have a sim card this is applicable on smart phone and tablet.

=MASTER SOCKET=

The master socket is the white box place on the wall where the router/broadband connection is connected to.


Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

=TEST SOCKET=

Test socket is located when you open the cover of your master socket and connect your landline/router on the port inside.

=MICROFILTER=

This is a small white box that is usually connected to the master socket and has two ports on it where you connect your landline/router's cable.

=HOTSPOT=

After turning on your mobile hotspot please disconnect your TalkTalk wi-fi on your laptop and look for your phone's name and enter the password in that way you will be able to connect your mobile connection into your laptop. Please let me know once you were able to do this.

=NETWORK TEMPORARY DIVERT=

Network divert is a number that you will register with us and the use of it, is every time someone will call your landline it will be rerouted to the number that you will be registering.

=REBOOT MODEM=

Rebooting the modem allows it a chance to restart and refresh it's settings to connect to our broadband service.


=LARLAR BY CHARLIE=

Thanks for providing that kind of information. As I further check your line here in my end, it seems that your service is working well as expected. The reason why you are experiencing that kind of issue because some of engineers is working on your area because the engineer needs to do this every time to ensure that the service of our valued customers will work without any issues since we do really care about their situation.

No worries because we are now taking care of this so by the time that the engineer has successfully done upgrading the line, you will not be experiencing any issues again. Hope this helps.


Do you have an alternative number we can contact you on if needed? This should be different to the number of your Broadband service.
The number you provide will be the number we will use for SMS update of your fault.


=FACTORY RESET=

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin or straightened paper clip, which you'll need to hold in for 30 seconds. Please confirm once you've completed the reset.


I see and thank you for this information, can you confirm the 3 details below of what you've done so far prior contacting us?

Can you confirm the 3 details if all the steps have been done prior contacting us?

1. Router rebooted (by turning on and off)
2. Setup checked and confirmed correct with no damage (TalkTalk Equipment set up)
3. Factory reset completed on your router (by pressing the pin hole on the back of the router)
4. Test socket check completed (by opening the faceplate of master socket and connect the microfilter on the test socket inside)
5. 20-minute router power down completed

If you have not switched from Wi-Fi to your mobile data, this chat may drop once the test is initiated. If this happens, please chat back to us so we can continue.


Thank you. Next, kindly Ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the telephone socket.

Kindly choose from the options below on what you have seen or observed.

a. Checked and other devices are connected through microfilters
b. Connected microfilters to the other devices
c. No other devices connected to the telephone line
d. Don't have enough microfilter to correct the setup


=Huawei HG635=

1. Log in to your router’s GUI and Open your browser and go to 192.168.1.1, Enter your Click to zoom and view a larger image username and password found at the back of your router and click Login.

2. Go to Wireless Encryption Settings and In the GUI home page click the network tab then go to Click to zoom and view a larger image wireless settings and click encryption.

3.Select WPA2-PSK and In Security mode drop down box choose WPA2-PSK then click save.

= RESOLUTION =

So, here's what we're going to do we will run a diagnostic test to check the fault in your line and also to provide you a proper resolution to this issue.

Could you please tell me if you have a laptop or a computer which is currently physically connected to the router (uses the Yellow cable) or a computer/laptop that could be connected like this if needed?

This will be helpful in diagnosing whether the issue is being caused by your wireless network - don't worry if you don't, we can still continue with diagnostics.


I need you to power off your router about 30 minutes by unplugging all the cables of it from master socket also, at the back of your router cables. After you power the router in just 30 minutes, please do those steps below.

I need you to do a Factory reset of your router so that the new data will sync to your router and the speed of it will be wider and the range cover to all parts of your house.

1.) This is by using a small pin or a straightened paper clip,
2.) press the reset pin hole at the back of the router and
3.) hold it for 30 seconds until the lights turns off and on again.
4.) wait 3 to 5 minutes until the router light become solid white again.
5.) I need you to restart all of your devices before you are connecting back to your internet.



=NO MICROFILTER=

Thanks for sharing that kind of information. Since you don't have a microfilter, we will need to send you a microfilter to make sure that we can run the external checks which we can further investigate it if there is an issue on the line because we will be removing the faceplate then plug the microfilter. So, here's what I will do I will send you a microfilter for us to run the external line checks, however the process may take within 2-3 working days, so once you receive the equipment please contact us immediately. Don't worry because everything that we discussed today is already documented on your account, so by the time that you contact us gain we'll just continue the checks where we left off. Hope this helps.


I understand how urgent this for you and I am doing my very best here in my end to ensure that I can definitely help you with this, however since you don't have a microfilter I can't proceed with the external check. But if you can be able to borrow on your Neighbour or anyone, that would be great so that we can conduct the external checks today.

=MASTER SOCKET=

we need to accurately capture the master socket type to ensure the correct diagnostic steps are taken, as the socket type will impact what checks need to be performed and what treatments are relevant.F

Can you confirm what type of master socket you have please?

-NTE 5C mk4
-NTE 5C
-NTE 5
-FTTC
-NTE 2000
-Non-NTE


Please select the option below after you determine what is your master socket using the link above or you can send me a photo of your master socket instead. I can wait for your update up to 3- 5 minutes whilst you perform this.

NTE 5C mk4
NTE 5C
NTE 5
FTTC
NTE 2000
Non-NTE


MASTER SOCKET CHECK

We need to accurately capture the master socket type to ensure the correct diagnostic steps are taken, as the socket type will impact what checks need to be performed and what treatments are relevant.

Can you please help me identify what type of master socket you have by answering these:

1. How many ports does it have? If 2, are they next to each other?
2. Are there screws on it?
3. Is there a visible line in it?


=FACTORY RESET ON TV BOX=

Press the minus button on the front of your TalkTalk TV box to highlight Internet/USB Recovery, delete recordings on the screen. If you miss this option, you can scroll back up using the plus button.

Press the power button to select and continue.

You should now see the Internet/USB Recovery, delete recordings screen.

Note: Continuing with this update means you'll any personal settings currently stored on your TalkTalk TV box and your recordings will be deleted

Select Yes then press the power button to proceed.

The update will now begin. Your TalkTalk TV box will automatically restart once this is complete.


= Can you check your equipment setup if it's correct by following the guide below. I can wait for your update up to 5-minutes=


1. Ensure the TalkTalk router is securely connected to the data (computer) port of a microfilter, and the microfilter is then connected to your master socket.

2. Check an Ethernet cable is not connected to the WAN (red) port on your router.

3. Ensure any devices connected to other telephone sockets in your house are connected to a microfilter, which is then connected to the master socket.



=REMOVING OF FACEPLATE=

I'd like to ask if we can remove the cover of the faceplate please.

This is to check if the fault lies from the master socket going to the main exchange.

We need to connect the cable to the port inside the master socket to test if the fault is on the main line or not.

By connecting the router and/or telephone directly into the test socket, it allows us to rule out any internal wiring issues and give us a direct connection between the socket to the telephone line allowing us to narrow down the likely fault cause and ensure we complete the correct diagnostics and treatment as quickly as possible.

Please let me know once done and I can wait for your update up to 5-minutes whilst you perform this.


=ROUTER RESET=

Step 1 Launch browser and navigate to 192.168.1.1

Step 2 Router UI will be presented, enter the username and password as printed in the label on the back of the router and select Login button.

Step 3 Dashboard landing page will be presented, navigate to and select Manage my devices.

Step 4 Select Manage Advanced Settings and Welcome to TalkTalk Wi-Fi Hub page will presented.

Step 5 Select TalkTalk Wi-Fi Hub icon on the page

Step 6 Select Maintenance tab to navigate to the Maintenance page.

Step 7 In the Maintenance page select the Reset Button.

Step 8 Select Yes to confirm action and to restore factory default settings

Step 9 Reset progress window is presented.

Note: The router LED will flash Orange during reset process once, once the reset is complete the router LED will become solid White.

=SEND A PHOTO=

You can send me a picture of your master socket by taking a picture first on your phone's camera and then get back to the chat and press the paperclip logo on the chat window to attach the picture.



=RESOLUTION=


=SUCCESSFULLY BOOK ENGINEER=

I have successfully booked a professional and fully trained engineer to fix the fault on your end, and that would be, . Please make sure that you are there in the appointment date or someone adult to assist and to avoid delays of an engineer appointment.

Rest assured that our engineers will not leave the premise until the issue is fully resolved and not to experience it again in the future. Please keep your line open as you will be contacted 30 minutes prior to their visit.


=OBSERVE IN TEST SOCKET=

For now, leave the set up as is and you do not need to do any test on you end as we will be doing this one and monitoring the connection so that when you contact us back after monitoring the connection, we will have the data on our end.

It's fine if you're still using multiple devices when monitoring the connection just, please make sure to contact us back after 24 hours in order for us to identify if the connection has improved or if there is anything that we need to do in order to resolve this.


=TALKTALK SYSTEM OUTAGE=

Good morning! This is Mariel of TalkTalk from Technical Department. I hope that you are doing well today. I truly understand that you are having a technical issue. I really want to help you on this. I don't want to leave an impression that you are not well taken care off, however, we are currently experiencing system downtime and we can't properly address your query. Can you please provide me you with your active mobile number to contact you once this system downtime will be over.


Thank you, it would be best to contact us back within 2-3 hours or after you receive the notification once the system has been fully fixed by our IT Team. Apologies for the inconvenience this has caused you. I appreciate you giving us time reaching us today and I am hoping for your kind understanding and consideration about his matter.


=ASSURANCE=

Just a heads up there will be a £75 for the visit however since we have found out that there is a fault on your line outside your premise rest assured that you will not be charge for this. Rest assured that once the engineer will visit your premise, they will be able to fix your line as they will not leave until the issue is not resolve.



=TALKTALK ENGINEER=

Thank you for being patience all throughout the diagnostic process. We have already completed the diagnostic test. Based on our investigation, we can see that your external line is working fine. Our health checks show the issue is likely to be within your home premise. We can send a TalkTalk engineer which may be chargeable to help fix your service. If the fault lies between TalkTalk or Openreach engineer, then the charge will be disputed.


Rest assured they will check all your in-home equipment and setup and will ensure that your query will be sorted out. They will not leave your premise until they fix the cause of your issue. Do you wish to proceed with the engineer booking?


Thank you so much for patiently waiting. I have successfully checked all of your lines. It shows here that our system can't find any fault on the line that runs in your house through the main exchange. The next step is we will be sending you a TalkTalk engineer to further investigate your line and also the equipment that you used in your home. This way, we will identify if the router is faulty or the equipment that is under on Openreach. Just to let you know that there will be a charge for the visit and it will cost £75. I do understand that this is very frustrating in your side because of the charge. But I will assure you that you'll not be charged for the visit once the TalkTalk engineer confirms that the fault lies on TalkTalk or Openreach equipment.

However, if you may be receiving a charge for the engineer visit, though let me assure you that you'll not be automatically receive the charge for the engineer visit because the engineer will further check everything to fully pinpoint the main cause of the issue.


But, if the engineer confirms that the charge is valid, please do contact us again so that we can further check the reason why the charge is valid and also for us to give you an option to help you on it. Also, I will send you an email confirmation to ensure that everything is well organized today and for you to have a reference in the future. Will you be happy to proceed with the engineer's visit?


=20-MINUTES ROUTER POWER DOWN=


Thank you for waiting Mr. Customer. I have now completed the initial test. Now that all pending updates have been sent to your equipment, the next step is to optimize and stabilize your router's settings. Please ensure that your router is powered off and will not be turned on before 20 minutes as this will interrupt the process of the optimization. In the event that same issue persists please chat us back because we may need to replace the router to fix this. If all turns out well, enjoy our faster and reliable internet connection.


Thank you for waiting Mr. Customer. I have now completed the initial test. Now that all pending updates have been sent to your equipment we will now optimize and stabilize your router's connection. Can you please turn off your router for 20 minutes to see if your broadband connection has now been fully fixed?

Ensure that your router is powered off and will not be turned on before 20 minutes as this will interrupt the process of the optimization. Please contact us back immediately afterwards if you are still experiencing the same thing.

I'll be placing notes on the account for the next agent to easily continue where we last left off instead of starting all over again. They'll further investigate if an engineer, replacement router, or this needs to be escalated to our higher department as soon as you contact us back. Hope this helps.


=NON-APPOINTED ENGINEER=

Thank you very much for your patience. I've successfully completed the line test here in my end. Based on the checks, it shows that our system didn't find the fault on your home and also in your equipment. Since there is no fault that was found in your house and for us to help you with this.

The next step that we will need to do is to send an engineer on the main exchange to further look into this fault to confirm if they should need to upgrade or change some of the wirings that runs to your house. This way, we will definitely pinpoint the main cause of the issue and also help you restore your service. Just to let you know that the process may take up to 2 working days to be fixed and possibly may extend, depending on the damage. I do understand the urgency of this matter since internet connection is very important nowadays.

But let me assure you that once the Openreach engineer successfully checks the line on the exchange, you'll be getting the best reliable service here in Talktalk. To make you feel confident with my resolution today, I will send you an email confirmation with regards on the interaction that we have today. How does that sound?


Thank you for your patience TJ, I have now completed the test. Based in our system we were not able to identify any fault inside the premise. This could mean that the fault lies on the external lines from the premise to the main exchange. To fix the fault we need to book an engineer which will check the external lines. To set expectations the engineer will visit in the next 2-3 business days. As the engineer will check external lines, not only they will identify the current cause of the fault furthermore they will also be able identify damaged wires that could lead to future internet issues. Would you like me to proceed?


I've successfully escalated this to an Openreach engineer to get this fully rectified. Process may take up to 2 working days to be fixed and possibly may extend depending on the damage. Be assured that we'll do our best to get this done immediately, today or tomorrow, if possible. You will be notified via SMS/EMAIL so, I would highly suggest keeping your line open to receive update from Open Reach regarding this fault that we have escalated to them.

Asking for a replacement router immediately



Appointed Engineer


After all the line checks and all the necessary troubleshooting steps, our system advice to book an Openreach engineer that will totally fix your issue. This could mean that the fault lies on the external lines from the premise going to the main exchange.

Shall we proceed on booking the engineer appointment?


Thank you for your patience TJ, I have now completed the test. Based in our system we were unable to identify any fault inside the premise. This could mean that the fault lies on the external lines from the premise going to the main exchange. To fix the fault we need to book an engineer which will check the external lines. To set expectations the engineer will visit in the next 2-3 business days. As the engineer will check external lines, not only they will identify the current cause of the fault furthermore they will also be able to identify damaged wires that could lead to future internet issues. Would you like me to proceed?


Engineer Appointment Charge


An appointed Openreach engineer is being booked to investigate the fault. The engineer will start off by checking the external network, if the fault is found to be here you will not be charged, this type of engineer may need access to your home, so we do insist that you are home on the date and time booked. You may receive a £75 charge if you miss the appointment, refuse the engineer access, or if the fault is caused by something in your property outside of Openreach’s remit.


Not eligible for the Compensation

I totally understand how difficult this situation is. The compensation will automatically be credited to your account if we identify that your fault is total loss of service.

Please be advise that dropping connection is not form of total loss of service. Which is why you were not compensated automatically.


Call Back From Supervisor


Thank you for your patience Mayeh, I have now completely checked the account. As what I can see a callback was scheduled today 6/23/2023 from 4:00pm - 6:00pm. Furthermore, the case manager failed to call you back today as he was still engaging on a call. I know this is frustrating, specially that you have to wait for the call to resolve the issue. To make sure that you will be receiving the call today, I have contacted the case manager personally and advised him on the urgent matter. He have assured me that he will be calling you as soon as he is done with his current call. I will also send a confirmation email regarding the reason for your contact today which will serve as your reference in the future. How does that sound?


Faulty Equipment

I appreciate your patience, Tracy; I am happy to let you know that I have fully checked your account. I was able to validate that you've contacted us regarding faulty equipment and was advised that it needs to be replaced. The next thing that I will do is to process the replacement router and you will be receiving it within 2-3 business days. I know how urgent the request is so let me assure you that I will double my efforts to send it as soon as possible. I am happy to let you know that the router that will be sent is the latest version which will provide a faster and reliable connectivity. I will also send you a confirmation email which will serve as a reference in the future. How does that sound?


I do understand that there was already 2 engineer who visited your premise to check outside, Naomi. However, we are still able to identify that there was a fault that needed to be fix outside your premise that's the reason why you receive notification to book the appointed engineer for them to check your line from the main exchange going to your premise. Rest assured that since we are able to identify that there is a fault outside you will not be charge for the booking.


24 hours monitoring

Thank you so much for your patience. I have now completed the initial test. Now that all pending updates have been sent to your equipment, the next step is to optimize and stabilize your router's settings. We have connected your equipment to the test socket to see how your connection performs. We do this to rule out any issues with the internal wiring or in home set up, as you are now connected at the Openreach point into the home. So, we are now testing on the Openreach line. To make sure that this will resolve and to check if there is an improvement. We need you to monitor your connection within 24 hours. I do understand how important it is to have reliable service since I am also a consumer that uses the internet on the daily basis.

The next step that we need to do whilst you are monitoring your connection within 24 hours. We will be doing some intrusive checks to confirm if the router is faulty or the line needs to be checked by an engineer. Though let me assure you that once you've done monitoring your connection there will be an improvement in your internet and I guarantee you that your internet connection will work without any issues today.

However, if you are still experiencing the same issue, please do contact us again so we can also provide you with another option to help you with your concern. Also, to make you feel confident that we are doing our best to restore your service, I will be sending you an email confirmation with regards on our interaction today. How does that sound?


Outage


Thank you so much for your patience, Emily. I have successfully checked your line here in my end. It shows here that your area has an outage and you have been affected with it so that is the reason why your internet doesn't work. To make sure that the issue is resolved, we will be sending an engineer to your area to make sure that they check on this and resolve it as quickly as possible. I do understand the urgency of this matter.

So, here's what I will do, I will talk to our engineers to let them know the urgency of this to ensure that they will fix this within this day. Be assured that the engineer will contact you once they fix the outage in your area and we will do our best to fix your issue and we won't stop until we fully restore it.

Also, to make you feel confident with my resolution, I will send you an email confirmation to ensure that you will have a reference in the future. How does that sound?


=OPEN REACH SCHEDULE=

The earliest available appointment would be on 14th of December 2023, timeslot are the details below:

8:00AM - 1:00PM
1:00PM - 6:00PM

If you're okay with the date, please confirm the time.

=TALKTALK/QUBE ENGINEER SCHEDULE=

The earliest available appointment would be on 14th of December 2023, timeslot are the details below:

7:00AM - 9:00AM
9:00AM - 12:00PM
12:00PM - 3:00PM
3:00PM - 6:00PM

If you're okay with the date please confirm the time.

=LINKS=


How To Escalate to Qube for Appointment Delays

https://new.talktalk.co.uk/ - LOG IN MYACCOUNT

https://accessories.talktalk.co.uk/ Accessories

https://apps.talktalk.co.uk/appsuite/ TalkTalk Mail

https://knowledge.talktalkgroup.com/pathfinder/2239625 - WPA / Changing WiFi Security to WPA2

https://knowledge.talktalkgroup.com/content/myconnection-link-email

business.talktalk.co.uk / FOR BUSINESS ACCOUNT

Email upgrade - Recovery details webform


Debt collection agency

crtl shift t history


NPS - NOVEMBER

PROMOTER -
PASSIVE -
DETRACTOR - 1


=NPS=


3 NOVEMBER - 1 PROMOTER / 1 PASSIVE / 1 DETRACTOR

6 NOVEMBER - 2 PROMOTER

7 NOVEMBER - 1 PROMOTER / 1 PASSIVE

8 NOVEMBER - 1 PROMOTER / 1 DETRACTOR

9 NOVEMBER - 1 PROMOTER / 1 PASSIVE / 3 DETRACTOR

10 NOVEMBER - 4 PROMOTER / 1 PASSIVE / 1 DETRACTOR

13 NOVEMBER - 4 PROMOTER / 1 DETRACTOR

14 NOVEMBER - 2 PROMOTER / 3 PASSIVE / 1 DETRACTOR

15 NOVEMBER - 1 PASSIVE

16 NOVEMBER - 3 PROMOTER / 1 PASSIVE / 1 DETRACTOR

17 NOVEMBER - 2 PROMOTER /

25 NOVEMBER - 2 PROMOTER

30 NOVEMBER - 2 PROMOTER

1 DECEMBER

2 DECEMBER

3 DECEMBER

4 DECEMBER



NOVEMBER OT's

November 9 - 26 minutes
November 13 - 1 hour
November 15 - late for 1 hour and 45 minutes
November 16 - 26 minutes
November 20 - 29 minutes
November 23 - 41 minutes

= ADDITIONAL SPIEL=

Openreach
0800 023 2023

Technical
0345 172 0088
Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Home Move
0800 542 8081
Mon - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

*****CUSTOMER LOGGED INTO MYACCOUNT, DPA NOT NEEDED****
1st and 3rd character of TP
mobile number and email address
last 4 digits of your bank account registered for direct debit with TalkTalk?

Name of contact: Stuart Wines
IDV passed/failed: 1st and 3rd character of TP
Reason for contact: unable to play recordings on the TV Box
Resolution provided:
run Pathfinder and diagnostic checks
Planned Engineering Work Is in the Future

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

Name of contact:
IDV passed/failed:
Reason for contact:
Resolution provided:
run Pathfinder and diagnostic checks

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

Name of contact:
IDV passed/failed:
Reason for contact:
Resolution provided:
run Pathfinder and diagnostic checks

Timeframe (if applicable): NA
Upsell/recontract (if accepted): NA
Agreed offers: NA
Complaint Raised/Updated or De-escalated: NA

Name of caller:
Relationship to account holder:
IDV complete / authorised user:
Summary of issue:
Resolution offered by adviser transferring the chat:
Reason for transfer:
Action required:
Team Leader name (escalations): SME Mike Louise Gimang

Name of caller:
Relationship to account holder:
IDV complete / authorised user:
Summary of issue:
Resolution offered by adviser transferring the chat:
Reason for transfer:
Action required:
Team Leader name (escalations): SME Mike Louise Gimang

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

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

A splendid afternoon to you, ________. You are now through to Nestor 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 minutes while doing so. Thanks.

Thank you so much for reaching out to us with regards to your internet service. I certainly understand you're experiencing _______ and I know how important it is to have a working and stable internet connection. I know you're a valued customer with TalkTalk and this is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.

Thank you so much for reaching out to us with regards to your landline service. I know how important it is to have a working landline service as a means of communication. I know you're a valued customer with TalkTalk and this is not the experience every customer in TalkTalk should have. Now I would like to assure you that you have reached the right team. I will definitely make sure that all options are exhausted to resolve this issue.

Now I will be asking a series of questions to understand what's wrong with the service. Would that be okay with you?

I would like to set proper expectation that running diagnostic tests and troubleshooting processes might take 20–30 minutes of your time. 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. Also, in case we get disconnected, you do not have to worry about doing the same thing over again because we have created a repair case and everything we did will be saved there. Thank you.

I would like to know more about the issue that you're having right now. Can you please answer the question below so I will have a full grasp on what's going on?

When did the issue started to occur and were there any troubleshooting steps you did before contacting us?

IDV ------------------------

Thank you for the confirmation.

Thanks for letting me know.

Thanks for the information. I have now the account pulled up.

May I please know if you are the account holder?

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.

I can see you have already completed the security check with us with the previous representative as well so there's no need to go through the security questions.

To start with, please confirm to me the mobile number and email address that were registered with TalkTalk.

To start with, please confirm to me the first and third character of your TalkTalk telephony password.

Can you please confirm to me the mobile number and email address that were registered with TalkTalk?

No worries though, we can just go ahead and have you answer some additional security questions to fully verify the account.

By the way, what type of internet connection are you using to chat with us today?

- TalkTalk Home Internet Connection
- Mobile Data (3G/4G) Connection
- Hotspot Connection / Other BB Provider

Thanks for letting me know. Are you chatting with us right now at home where the TalkTalk services were installed?

Thanks for confirming. Can you please confirm to me the last 3 digits of your best mobile contact number?

Thanks for confirming. Do you have a mobile number we can contact you on or sent notifications in case if needed for fault updates?

Thank you for the information. This is noted.

Thank you so much for patiently waiting for me on the chat, _______.

I'm just checking some information on your account. This will take me a few moments to complete.

Thank you for the responses and I appreciate you doing it again. Please know that every contact is a unique one and we from TalkTalk would just want to ensure the security of the account.

We need to verify the account by asking some security questions. We need to authenticate the account so that after the troubleshooting in case it may need an engineer or an equipment replacement, we will be able to do so. Otherwise, if we are not able to verify it, we can still run the test, however we cannot send out an engineer nor process any replacement.

NOT AT HOME ---------------------------

Thanks for confirming that you are currently not at home. Please be advised that our troubleshooting may be limited as you are currently not at home, especially if we need to perform some in-home checks. No worries, I'll still do the best I can to help and provide you the next steps to fully fix your service.

If we are routed to perform in-home checks, we'll need you or someone who is at home to contact us to proceed. Would that be okay?

We need to conduct in-home checks to ensure that correct diagnostics steps are being taken so we'll be able to pinpoint where the fault exactly lies to know what the best resolution is to fix your service and to avoid this from happening all over again in the future.

I've started the line testing and it shows we need to complete some in-home checks to further pinpoint what is causing the _____________. This will allow us to identify what type of engineer is needed to get this resolve or if an equipment is already faulty and needs to be replaced.

As you are not currently 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 and we will help diagnose this further.

DPA PASS------------------

Please disregard the auto-response. Thank you.

Great! That matches our records. Thanks for the information that you have provided to me. This will surely help me resolve your query today.

Let me go ahead and review the account for you. I may need up to 5 minutes to do that. Would that be, okay?

I am still working on your account and will need 5 minutes more. I would really appreciate if you continued to hold. Thanks.

NO RESPONSE ----------------------------

I just wanted to check if you're there and ready to chat with us?

Are you still there and connected with me, _____?

I just want to check if you're still there as I haven't received a response from my last post to you?

Just checking to see if you are still there. I will be ending our chat shortly as I haven't heard back from you.

Hi, ________. I have waited for you here in chat and it seems like you are already away from the chat or doing important matters. I will need to close the chat as you have been unresponsive.

I would also like to promote our "Self Service Option," which you can do by logging into MyAccount and running a line test through there in order for you to run a test on your own, which will also reflect on your account. If there is a need for you to contact us, the line test will let you know in order to further assist you. Doing a line test on your own will greatly save your time when you contact us.

Thank you for taking this time to chat with us. Have a wonderful and lovely day. Stay safe and take care always.

OUTAGE ---------------------

I have checked the incident related to your line and confirmed that your main line exchange is currently experiencing an outage. All the broadband and landline service are affected by this. Our Engineers are aware of the issue and are currently investigating.

As per the latest update, preliminary investigations are underway with our engineers to determine the root cause of this network incident. However, at this stage we are unable to issue an estimated resolution timeframe until our engineers have completed further diagnostics.


After running a diagnostic check in your line, the reason why you are experiencing a service interruption is that there is an ongoing network outage in your area. However, our engineers are aware of the issue, and they are currently working to fix the problem with your line. Preliminary investigations are underway with our engineers to determine the root cause of this network incident.

Rest assured that we will fix this issue at the soonest possible time. If you have alternative Internet access, you should be able to track updates via the MyConnection in MyAccount within the next 3 hours, if the issue isn't resolved before then or you can use this alternative link: www.talktalk.co.uk/servicestatus - for further updates.

If you are still unable to connect once the issue is resolved, we recommend powering your Broadband router down for 20 minutes before attempting to reconnect.


TOOLS ISSUE ----------------------------

I apologies for the inconvenience we are currently experiencing system incidents, what this means is I cannot 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.

Please be advised that we are experiencing a downtime with our tools right now. No worries, it is being fixed now and will help us improve the way we assist valued customers like you. I'll still do my best to assist you regarding your queries and provide you the necessary information I can. If it's still not going to work, I kindly ask that you please chat back later after 2-3 hours. Rest assured that our tools will be up and running by then and we will be able to assist you with your query and we will notify you via SMS once the tools are available. You can chat us back using the following link: community.talktalk.co.uk/chatnow and you can also check talktalk.co.uk/servicestatus for further updates with your concern.

What I can do right now is to record the reason of your contact today so that you won't have to repeat yourself to the next agent once our tools are up.

I would like to set proper expectations that we are experiencing a downtime with our tools. No worries, it is being fixed now and will help us improve the way we assist valued customers like you. Due to this, I kindly ask that you please chat back later. Rest assured that our tools will be up and running by then and we will be able to assist you with your query. You can chat us back using the following link: community.talktalk.co.uk/chatnow

I would like to let you know that we are experiencing a downtime with our tools with regards to Tiscali emails. No worries, it is being fixed now and will help us improve the way we assist valued customers like you.

As of the meantime, there is no estimated resolution timeframe that's been provided by our backend team as to when this will be rectified. Once this has been resolved, you will be notified via SMS or email. You can also check talktalk.co.uk/servicestatus for further updates with your concern.

IDV Fail ------------------------

Unfortunately, you were unable to fully verify the account. However, I can still proceed to check and perform the necessary diagnostic tests to fix your concern. Just a heads up, if it will be routed to send an engineer or have a replacement, I will not be able to proceed.

LINE TEST-----------------------

I have already initiated the test. What's going to happen next is that the system will reconfigure the line over the air which will normally take 15 -20 minutes. During this process there is a possibility this chat might get disconnected. You may stay on the chat if you would like to, or you can just contact us back after 20 minutes have passed. How would you like us to proceed?

I’m now running a quick test on your line, which will take about a minute to complete.

The test is now running. I’m just waiting on the results, which won’t take long.

The test is still currently running. I’m just waiting on the results, which shouldn’t take too much longer.

I’m now running a quick check of your connectivity, which will take about a minute to complete.

I’m just going to carry out some further checks, please give me a moment whilst I do this.

Are you able to make and receive telephone calls on your TalkTalk telephone line?


CHAT BACK -----------------

SIGNPOST -----------------

We have done a check on your line, and we spotted that there might be an issue on the line and after speaking with my network specialist in regard to that. They advised that we can only initiate the line test for you once this chat has ended and the reason for that is that since we will be doing the testing and it may cause the chat to disconnect continuously or myself to lose connection to you as we do the intrusive tests to correct the speed issue for you.

But there is no need to worry as myself and the network specialist will be handling the testing on your behalf and the test can take up to 20 minutes, so I kindly request you chat back to us in 20 minutes so we can review the result and continue any diagnostics required.

I would really love to skip the 20 minutes power down step here on my end as this is part of the process however it won't let me proceed. Would it be fine with you to do this with me for at least 20 minutes and we'll wait after the time has passed to make sure we can proceed with the next steps? I know you did this already, however due to the limitations on the tools, we cannot proceed since this option cannot be skipped from our end. Would this be fine with you?

We need to complete a power-down for at least 20 minutes, so that your Internet fully disconnects. Once this is completed, you'll need to restart your router so a new connection will be made.

The disconnection process can take a full 20 minutes. Reconnecting your router before this can interrupt the process, which means it would have to be done again.

After 20 minutes, press the power button again and contact us if you are still experiencing issues with your Broadband service.

I have escalated your issue to our Case Management Team which will replicate everything on the account and will do troubleshooting on their end as they have full access to it.

Can you please confirm if these checks have been done already before you've contacted us?

Have you rebooted the router already before you've contacted us?
Have you used the guide provided and confirmed your router is connected correctly before contacting us?
Have you done a factory reset on the router?
Have you tested the test socket before contacting us?
Have you done a 20-minute power down on the router?

CHANGE WIRELESS CHANNEL ---------------------------

The username is admin, in lower case, and you'll find the password on the sticker on the back of your router.

We'll need you to change your wireless channel to get the best signal possible. To do this, please follow these steps: no

Open your web browser, type http://192.168.1.1 into the address bar and press Enter.

Enter 'admin' into both the Username and Password fields and click 'OK'.

Select 'Home Network', 'Wireless settings' and then 'Advanced Settings'.

Under '2.4GHz Frequency Band', select the arrow next to 'Channel'.

From the drop-down menu that appears, select channel number 1,6 or 11 and click 'Save' at the bottom of the page.

RESET-------------------------------

Thanks for confirming, ________. I've already checked and made sure your line is well-provisioned. Can we try to reset the router and check if the internet is already working?

Please reset your router via the 'Reset' pin hole on the back. To do this you'll need a pin or straightened paper clip, which you'll need to hold in for 30 seconds.

Thanks for letting me know. There might be changes on the light status as we go on with the troubleshooting steps. Please update me if there are any changes, would that be fine?

Importance of having the router on at all times ------------------

Regularly turning your router on and off can also make our systems think you have a problem with your line. To fix the perceived problem, our system slows your broadband down to try and stabilize your line.

We send important software updates to your router throughout the day and night. So, if it’s turned off, your router won’t receive the updates which can make your broadband feel sluggish.

That’s why we recommend keeping your router switched on.

Reset Factory Settings ------------

Step 1 Launch browser and navigate to 192.168.1.1

Step 2 Router UI will be presented, enter the router username and router password as printed in the label on the back of the router and select Login button.

Step 3 Dashboard landing page will be presented, navigate to and select Manage my devices.

Step 4 Select Manage Advanced Settings and Welcome to TalkTalk Wi-Fi Hub page will presented.

Step 5 Select TalkTalk Wi-Fi Hub icon on the page

Step 6 Select Maintenance tab to navigate to the Maintenance page.

Step 7 In the Maintenance page select the Reset Button.

Step 8 Select Yes to confirm action and to restore factory default settings

Step 9 Reset progress window is presented.

Note: The router LED will flash Orange during reset process once, once the reset is complete the router LED will become solid White.

STABILIZATION PERIOD ----------------------

We've ensured your router is up-to-date and reset it to defaults to eliminate potential issues that could result in the poor speeds we've observed. We can also see the current speed to your router is good, so believe the issue should now be resolved.

If you do experience speed issues again, we recommend you see whether your speeds could be impacted by the number of devices being used at the same time. If only a couple of devices are in use, and are not making heavy use of the Internet, then switch the router off and on again to see if this resolves the issue.

Things to look out for when you experience slow speeds:

-4K video streams - these can take between 25 to 50 meg each, so depending on your package you might be hitting the limit of the available speed.
-Large game patches being downloaded by consoles, PCs or mobile devices. If possible, configure the devices to limit download speeds or update times.
-Many WiFi devices making use of the Internet at the same time.

WELFARE ------------------

If I may ask, are you by any chance impacted by a medical condition that will require you to have a working broadband service as soon as possible?

If I may ask, are you by any chance impacted by a medical condition that will require you to have a working landline service as soon as possible?

CANCEL----------------------------

We are so sorry to hear that you are leaving, though we always respect what our valued customer's decision is, do you mind if I ask you why would you like to terminate your account with us?

I totally understand and respect your decision, ________.

I understand the situation you are in, _______. Please be informed that my resources are limited based on the nature of your query,

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.

The best team that can assist you with it, is our Retentions team. You may contact them via 0345 172 0088, they are open from:

Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Once routed to an IVR/agent, tell them to transfer the call through our Retentions Team which is also known as cancellation department.

CASE MANAGER --------------------

Thanks for the update. 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 by replacing one or two of your equipment. 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.

Call back - landline service

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 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. We highly advise you to reach us back after 2 hours as that will give us sufficient time to run the intrusive checks. 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.

TRANSFER------------------

Please allow me up to 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 representative. 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 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?

COMPLAINT---------------

I can see that you are not happy with your Talktalk experience today. I would really appreciate if you would allow to turn things around for you. Would there be something that Talktalk can do to make your experience better?

I can see that you're not happy with the resolution that I provided to you today. I know how important this is to you. Let me consult my supervisor to make sure all options are exhausted. Please give me 5 minutes while doing so. Would that be okay with you?

Thanks for patiently waiting, __________. My supervisor has already reviewed the account. As you are one of the valued customers we can definitely

RIGHT TO EXIT--------------------

We’re sorry that you’re not getting your minimum guaranteed speed of mbps. We will do everything we can to fix this.

Under our speed code of practice, we have 30 calendar days to make improvements but may need to talk to you again within this time.

If after 30 days we can’t improve your service we will notify you by email of your right to cancel your contract without any termination fees.

If we fix the issue, you change your package or we determine the issue is caused by something within your home the right to cancel will not apply.

CHANGE ACTIVATION DATE------------

As much as I'd love to but regarding activation date, that will be further supported by our engineers, which we don't have control over. We're unable to change the date of your activation as this will have been arranged for the earliest available timeslot in line with our engineer's availability.

Rest assured that we will do our best to get things done as soon as possible and this concern is totally acknowledged. I'll try my best and place notes on your account regarding this urgency to have the activation date earlier, but it is not a guarantee.

APPOINTED ENGR -----------------

After all the line checks and all the necessary troubleshooting steps. Our system has identified a possible issue with the external line that could be causing the issue. Our system advised to book an Openreach engineer that will totally fix your issue. Shall we proceed on booking the engineer appointment?

It can sometimes take a few hours to collect these notes so please bear with us until we communicate the next steps to you.

Why have I been charged?---------------------

We won't be able to tell you if there's a charge until after an engineer visits your premises. So, it's worth trying all of the steps our support team have taken you through to test your line and equipment.

We'll only charge you if our engineer was unable to find a fault with your service during the visit, or the fault was found to be related to a condition inside your premises. We won't charge you if the fault is caused by TalkTalk equipment, unless the fault was caused by you damaging or misusing the equipment.

We may charge a fee (the cost of which we’ll tell you about before the visit) if: (a) the engineer can’t complete their inspection as they can’t access the property or equipment; (b) on inspection: (i) the property or your equipment is unsafe; (ii) we determine that no fault exists; or (iii) we reasonably believe a fault was caused by you, your equipment or your property; or (c) we have to undertake work over and above what we would usually carry out (e.g. we have to move your telephone master socket or, you don’t consent to this work, and we can’t provide the relevant service)

An appointed Openreach engineer is being booked to investigate the fault. The engineer will start off by checking the external network, if the fault is found to be here you will not be charged, and the engineer will not try and enter your property. However, this engineer may need access to your home, so we do insist that you are home on the date and time booked. You may receive a £75 charge if you miss the appointment, refuse the engineer access, or if the fault is caused by something in your property outside of Openreach’s remit.

NON-APPOINTED ENGINEER-----------------

Can you confirm whether there is any suitable parking at the property or nearby as I'll need to make a note of this for the engineer?

Thanks for all the information you've provided, ______. I've ran another line test to check your connectivity. I've checked your cables outside your home premise especially the lines going to the main exchange and the Openreach line.

Upon seeing the results, I've identified that there is a fault that lies on the main exchange cable which caused your _________.

I've already booked an engineer appointment for this, this is totally free as we value you as one of our customers. The engineer won't be visiting your home premise as the fault was detected in the Openreach network and not your home you do not need to arrange an appointment.

If the engineer cannot find an issue within the Openreach network, they may then need to gain access to your home. If they have enough time whilst on the job, the current engineer may try to call and arrange this. If they do not have enough time or you are not home, do not worry, you will receive a text from TalkTalk to arrange for an appointed engineer to come to your home.

Do you understand and agree with these terms and conditions?

Once they receive the ticket that I've processed, they will then work it out right away. But the normal process would take within 2-3 days as this is an issue with the outside lines which multiple users are also affected which can cause the delay of restoring the service, and you will be notified via SMS or email once the issue has been resolved.

--------------------

This call will allow the engineer to confirm a more specific timeslot with you, for your appointment. If you're unreachable during these hours, the engineer will try again on the morning of the appointment.

I have submitted a ticket regarding with the visit. Once the ticket will be received to the Openreach department, they will assign a specific engineer to have it fixed for you. The engineer then will contact you regarding with the schedule of the visit since they will need some information coming from you for confirmation.

Rest assured that the ticket that was submitted is now on high priority.

Kindly know as well that there will also be instances that engineer may not come to the premise but will work on the exchange and they will just call you on your preferred number if everything is good to go.

You will get an update from them as soon as possible.

Please know that I have noted everything regarding the details on the troubleshooting that we just had on your account. I have made sure that this will be prioritized as well so that this will be taken c This will be applied directly to your account and the calculation will start after 2 working days from the time the total loss of service started or when you reported it up until it was fixed.

The process will take within 30 days after your issue is resolved and you will be notified via SMS or email. You'll receive an email as well for the eligibility requirements and on how much you will be getting for the compensation.

AUTO COMPENSATION CALCULATION-----------------

As the fault with your service is not yet fixed, we are unable to calculate the correct amount of compensation you are owed so this will be done once the issue is resolved, that way we know how many days you were without your (broadband and/or phone). You will receive your compensation automatically within 30 days of your fault being resolved or the order being completed.

Please be informed that Auto-Compensation will be applied directly to your account from the time the total loss of service started up until the issue is fixed.

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.

The process will take within 30 days after your issue is resolved and you will be notified via SMS or email. You'll receive an email as well for the eligibility requirements and on how much you will be getting for the compensation.

No worries, we here in TalkTalk wanted to be fair to our customer's and we do have this automatic compensation whereas you will be compensated for the total loss of service encountered during that period as we don't want you to pay for the service that you haven't use. If you are eligible of the auto compensation our system calculates any compensation that is due to you under the industry compensation scheme. Once we have gathered all of the information about your fault, we will automatically work out how much you're due and apply this to your account. We'll always do this within 30 days of the fault being resolved.

We will not leave you hanging in this time of inconvenience, we will do everything as we can to support you and I will also personally be monitoring your query until everything gets resolved.

If you'd like, I can send you a Supermail for more information about your auto-compensation credit as well. Would you like to receive one?

Can you please provide me an active email address to send the Supermail to?

The Supermail has been sent successfully, you may receive it shortly.

CHAT TRANSCRIPT------------------

Let me take this opportunity as well to thank you for being one of our valued customers. For future reference you may request a copy of our conversation via email, this option will be at the end of the chat session.

CLOSING----------------------

I appreciate your patience and time going through the troubleshooting with me, have you got any other queries I can help you with aside from this?

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 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.

I would also like to promote our "Self Service Option," which you can do by logging into MyAccount and running a line test through there in order for you to run a test on your own, which will also reflect on your account. If there is a need for you to contact us, the line test will let you know in order to further assist you. Doing a line test on your own will greatly save your time when you contact us.

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 Mariel from TalkTalk Tecnical Department and thank you for being the best part of TalkTalk. Bye for now and have a good one. Cheers!

Thanks for letting me know. Based on the resolution provided, will you be able to say that you have a positive experience with TalkTalk and me throughout the conversation?

Thanks for that response. TalkTalk is pleased to know 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.

Would there be anything else that TalkTalk and I can do to improve your experience with us?

I won't be taking too much of your time, _______. 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 Nestor from TalkTalk Technical Support Team. Bye for now and have a good one. Cheers

20-MINUTES POWER DOWN

We will now optimise and stabilise your router's connection. Can you please turn off your router for 20 minutes to see if your broadband connection has now been fully fixed.

Ensure that your router is powered off and will not be turned on before 20 minutes as this will interrupt the process of the optimisation. Please contact us back immediately afterwards if you are still experiencing the same thing.

I'll be placing notes on the account for the next agent to easily continue where we last left off instead of starting all over again. They'll further investigate if an engineer, replacement router, or this needs to be escalated to our higher department as soon as you contact us back. Hope this helps.

--------------------------------------------------------------

Please be advised that performing 20-minutes power down won't guarantee that your service will be fixed but it will provide us the best resolution in fixing your service. This will help us identify what type of engineer is required to fix the fault on your line or if a replacement router is needed.


SMC

Thanks for waiting. Upon investigating here, we'll need to escalate this case to our Case Manager as we can see that your service is still not working after performing all the possible checks. Our Case Manager has the necessary tools and will exhaust every possible option to fully fix your service.


REPLACEMENT ROUTER

Thanks for waiting, ___. Upon investigating the line test result, we can see that your line is working fine and your router needs to be replaced for your service to be up and running again.

As part of our service and as we wanted to get this sorted out, we'll be sending you a replacement router to ensure that the service will be restored.

When the new router arrives, replace your current router with the new one and then retest.

Once you receive the new router, you should ensure you send the old one back using the returns bag provided with the replacement.

If the old router is not returned, you may be charged £50 for it.

I have arranged for new equipment to be sent to you which will normally take 2-3 working days to arrive. As we know how important your service to work is, we'll do our best for you to receive it immediately, today or tomorrow, if possible.

If your current equipment is identified as TalkTalk owned you will be required to return this, you will be notified and provided a returns bag.

---------------------------------------------------------------------------------

Thanks for confirming. We've successfully optimised your connection so you should see improvements with your internet now. Please ensure not to reboot the router always as we are sending updates on it from time to time as well as turning the router off/on most of the time, our system will think that there is an issue with your service.


APPOINTED ENGINEER

After all the line checks and all the necessary troubleshooting steps, our system has identified a fault with the external line which is stopping your internet to work. Our system advice to book an Openreach engineer that will totally fix your issue.

Shall we proceed on booking the engineer appointment?

---------------------------------------------------------------------------------

I've successfully booked one of our best Openreach engineers to fully fix the fault on your line for your service to be up and running again.

Rest assured, this is now taken care of with high priority, and we won't stop until your service is fully fix. We will do everything to support you on this matter, ___.

----------------------------------------------------------------------------------

Upon investigating here, you've run a line test online and our system has detected a fault on your line which is causing your service to be intermittent.

We'll need to book an Openreach engineer who'll fix your external line, especially the wirings on the master socket. Do you want to proceed with the engineer booking?

----------------------------------------------------------------------------------


Thanks. Leave this to us, this is now taken care of with high priority and once the engineer arrives, your services will be back to normal again.

We will do everything to support you and we won't stop until this is fully fixed.



-----------------------------------------------------------------------------------------


Openreach will contact you via a text message with details of the engineer on the day of the visit - this will include updates on when they expect to arrive.

This is an appointed visit, which means they'll need access to your property, but some work may also be done outside your home. They will advise when work has started and when it has completed.


NON-APPOINTED

Based on our investigation, we have identified a fault on your external line which is causing your ___ to stop working. No worries as we'll now book an Openreach engineer for this to be fixed as soon as possible.

Assuming the problem is outside of your property, the engineer won't need access. However, if the engineer doing the investigation determines that access to your property is necessary, you will be informed via SMS or email and asked to schedule a time that works best for you.

If this occurs, we advise getting in touch with us right away to book the engineer appointment. Usually, it takes 2-3 working days for this to be fixed but we'll do our best to fix it as immediately, today or tomorrow, if possible as we know how important your internet connection is. Are you happy to proceed with the engineer booking?

----------------------------------------------------------

Leave this to us as this is now taken care of with high priority. Once the fault has been fixed or access to your home premise is required, you will receive a confirmation email/SMS regarding this matter. Hope this helps.

---------------------------------------------------------

We don't have a specific time when this will be sorted out but usually it takes 2-3 working days to be fixed. We know how important your service to work is, so we'll do our very best to get this rectified immediately, today or tomorrow, if possible. We will do everything to support you on this matter.

----------------------------------------------------------


We do apologise for the overall inconvenience this has caused you, this is not the kind of service we want you to have. Be assured that this is now being worked on and your line will be personally fixed by our Openreach team.

If you don't receive any updates after 48 hours, please contact us back and we'll be the one to provide you updates, especially if an engineer is required to visit your home premise. I'll also document everything on your account for the next agent to easily check for updates on this instead of starting all over again. Hope this helps.

-------------------------------------------------------------


Linked to infrastructure damage

We definitely understand the urgency of this matter and our engineers tried their best to get this rectified by the time you've reported this up until today.

The external damage was linked to an infrastructure damage where underground cables may need to be replaced and digging is required to fully fix the service which is causing this to be sorted longer than expected.

The main reason why you haven't received an update is due to the fault still not being fixed. You will only be sent a confirmation email/SMS if the fault has already been fixed or access to your home premise is required.


QUBE ENGINEER

Based on our investigation, we can see that your external line is working fine. Our health checks show the issue is likely to be within your home premise. We can send a TalkTalk engineer which may be chargeable to help fix your service. If the fault lies between TalkTalk or Openreach equipment, then you will not be charged for the visit.

Our TalkTalk engineer will check all your in-home equipment and setup and will ensure that your query will be sorted out. Do you wish to proceed with the engineer booking?

Alternatively, we have the option to revisit previous checks to make sure that none of the checks are overlooked.

------------------------------------------------------

Regarding the charge, you will not be charged immediately as further investigation needs to be performed by our engineers first.

If our engineers also identify that the fault is being caused by your router, this will be replaced immediately for free.


-----------------------------------------------------

Usually, the engineer will contact you on the morning of the appointment to confirm the time slot, as well as calling around one hour before their arrival.



After the engineer has left your premise, they will send the case notes to us with the outcome of the visit.

It can sometimes take a few hours to collect these notes so please bear with us until we communicate the next steps to you.


WIRELESS CHANNEL

WiFi Hub Black

We can see that you are currently using one of our latest routers and it is on its latest firmware version. We'll now check the router's settings to ensure that you get the best service out of your connection.

Please follow these steps for us to check your router's settings:

1. Open a web browser.
2. Type http://192.168.1.1 into the address bar and press Enter on your keyboard.
3. Now enter your username and password. Your default username is admin (this is case-sensitive) and you can find your password on the sticker by sliding the card at the back of your router upward.
4. Select See Wi-Fi Settings from main dashboard.
5. Select Manage advanced settings at the bottom of the page.
6. Click Continue
7. Click Advanced Configuration
8. Click WLAN and underneath. Choose from 2.4G Advanced Network or 5G Advanced Network.

Let me know if the channel is set to automatic or not. I'll wait up to 5 minutes whilst you work on this. Thank you.


MISSED ENGINEER CHARGE

Thanks for waiting. Upon investigating here, I can see that the engineer visit is free of charge as the fault lies between Openreach equipment (Underground Cable).

You've received an additional charge as you've missed the engineer's appointment on the 24th of May's visit. Before we book the engineer, you were advised that someone who is at least 18 years old is present during the visit, we've also sent an email regarding this matter.

Based on the engineer's notes, they don't have access to your property, and they've tried to contact you but received no response which is why it was tagged as Missed Appointment.

OUTAGE

Thanks for confirming. Upon investigating here, your exchange is currently experiencing an outage. Your internet and landline services are affected. Our Engineers are aware of the issue and are currently investigating.

Preliminary investigations are underway with our engineers to determine the root cause of this network incident. At this stage we are unable to issue an estimated resolution time until our engineers have completed further diagnostics.

Please be assured we are working to fix it as quickly as possible. Today or tomorrow, if possible, as we know how important your internet to be back on is immediately.

If you want to track the progress in resolving it, you can use our online service status page - www.talktalk.co.uk/servicestatus - for further updates.

If you still have problems once the incident is resolved, please ensure you reboot your router before retesting to ensure it attempts to reconnect.

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I'll also link your account for our engineers to be aware that your services are impacted. Be assured that this is now taken care of with high priority, and we won't stop until this is sorted out as soon as possible.


NOT ELIGIBLE FOR COMPENSATION

We do have an auto-compensation process which will automatically apply in your account after 30 days since the fault has been fully fixed. Auto-compensation only works if you are experiencing Total Loss of Service, dropping or slow internet connection doesn't apply on this scenario.

-----------------------------------------------------------

We can definitely investigate on this further once the fault has been fully fixed. Would it be possible for you to contact us once your internet speed has been fully sorted out for us to investigate on the compensation?


IDV FAILED DE ESCALATE

I totally understand what you feel. Imagine if someone will contact us in your behalf and the security questions have been failed to answer, yet we've made changes on your account.

This is not the kind of service we want you to provide which is why we need you to fully verify the account for us to make changes on your account like removing your call divert.


DISCONNECTED AGENT

Thanks for letting me know and apologies if you have to contact us back again due to this. They surely left notes on the account and we'll further proceed where you last left off to sort things out.

COMPENSATION

"Regarding your query on compensation, we do have an auto-compensation process which you will be credited for the days you were left with no ______ due to Total Loss of Service.

You may refer on this link how our auto-compensation works:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583


NON-ACCOUNT HOLDER

I can see that you are not the main account holder. We can still proceed on running diagnostics to get this sorted out but if the outcome routes 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.


-------------------------------------------------


Please be advised that our troubleshooting may be limited as you are currently not at home, especially if we need to perform some in-home checks. No worries, I'll still do the best I can to help and provide you the next steps to fully fix your service.


----------------------------------------------------


As you have not fully verified the account, you may contact us back to authenticate it again or if you'd prefer, we can still proceed on running diagnostics to get this sorted out but if the outcome routes to book an engineer visit or replace one of your equipment, we'll need you to contact us back to fully verify the account. Would that be okay?

No worries as everything will be noted so by the time you verify it, we'll immediately book the engineer visit or replace the equipment instead of doing the steps all over again.


NOT AT HOME


**************NOT AT HOME

Please be advised that our troubleshooting may be limited as you are currently not at home, especially if we need to perform some in-home checks. No worries, I'll still do the best I can to help and provide you the next steps to fully fix your service.


**************LINE TEST REQUIRED

Thanks for waiting. Upon running the line testing, we have not identified any fault on your line. As you are not currently 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 are at the home premise and we will help diagnose this further.

We'll be checking your setup and equipment to ensure that everything is good and if we identify an internal fault or your equipment is already faulty like your router, we're going to replace it immediately for free or send out an engineer who'll further work on this.

Be assured that once the diagnostic is finished, we'll be able to provide the best resolution in fixing the landline service and will send an engineer out, if applicable. Hope this helps.


COMPENSATION

Regarding your query on compensation, we do have an auto-compensation process which you will be credited for the days you were left with no internet or landline due to Total Loss of Service.

You may refer on this link how our auto-compensation works:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

VULNERABLE SPIEL

Would you like to be registered to our customers with accessibility feature for you to get the most benefit out of your TalkTalk service?

This will put you on priority repair fault in case your service went down.

UNRESPONSIVE

I can see that you are still there, I'll wait for your response up to 5 minutes. Thank you.


I can see that you are still typing, I'll wait for your response up to 5 minutes. Thank you.


To ensure that we are still connected, just respond to this message. Thank you.


Please let me know if we are still connected, thanks.


Please reply to this message if you are still there. Thanks.


I just want to check if we are still connected as I haven't received a response from my last post to you?


I just want to check if everything is okay as I haven't received a response from my last post to you?


I just want to check if you are still there?


Any updates so far?

---------------------------------------------

I'm sorry we couldn't finish our conversation. As I haven't heard from you for some time, I'm going to close this chat as it seems that you've been already away from this conversation. If you need any help in future, please do not hesitate to contact us again.

I left some notes on the account for the next agent to easily proceed with the steps we've done so far instead of starting the steps all over again. Hope this helps.

Rest assured, this is already taken care of, and we won't stop until this is being fully resolved. Once again, this is Fritz from TalkTalk Technical Support Team. Have a good day and keep safe always, ___.

-----------------------------------------------

To ensure that we are still connected, just respond to this message.

If I won't receive a response from you up to 5 minutes, I may need to close the chat as it seems that you are already away from our conversation. No worries as I'll document everything on the account to ensure that the next agent will be able to proceed where we last left off. Thank you.

NOT GETTING G.SPEED

Regarding that query, the average speed of your package is usually 67mbps. It varies depending on the area you are in and the distant you are from the main exchange and Openreach line, the slower your minimum guaranteed speed can be.

Based on the area you are in; we can see that you can only get up to __ mbps as your minimum guaranteed speed.

TEMPORARY SYSTEM OUTAGE

We are currently experiencing system maintenance on our end. Please contact us back after 2-3 hours once the system update is done and be assured that we'll exhaust all possible options to help you fix your service by the time this is done.

We humbly ask for your patience and understanding regarding this matter. System update is necessary for us to easily check your line and help identify where the fault exactly lies for us to provide you the best resolution. Thank you so much.

NUMBER

We totally understand and respect your decision, . Regarding cancelling the account, that will be supported by our Retentions team. You may contact them via: 0345 172 0088, they are open from:

Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Once routed to an IVR/agent, tell them to transfer the call through our
OTHERS 2

*************CHAT WAS DISCONNECTED WITH PREVIOUS AGENT

Apologies for the inconvenience that you've been disconnected with the previous agent. They surely left notes on the account, and we'll further proceed where you last left off instead of starting the steps all over again. No worries as I'll also do my best to get all of your queries sorted.

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**************TL INTERVENTION

It seems that you are not happy with the resolution I've provided, can you allow me up to 5 minutes to consult my supervisor to ensure all options are being exhausted?


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**************TEST SOCKET CHECK

Perfect! We'll now check your external line connection. Please remove everything that is plugged on the master socket and remove the cover of the master socket.

Ensure that nothing is connected on the test socket. I'll wait up to 5 minutes whilst you work on this. Thank you.


**************CUSTOMER IS NOT HAPPY TO DO THIS

We humble ask for your patience and understanding regarding this matter. Your faceplate is designed for you to be able to remove its cover without a need of an engineer.

This test would be essential as this will help us monitor your line directly to the main exchange and Openreach line to rule out any internal wiring issues for us to be provided with the best resolution in fixing the service.



Have you completed a test with the landline phone connected to the test socket, by removing the faceplate of your master socket?


MISCELLANEOUS

To ensure that we capture the steps you have done, please confirm the following:

1. Have you rebooted your router before contacting us?
2. Have you used the guide provided and confirmed your router is connected correctly before contacting us?
3. Have you done a factory reset on your router?
4. Have you done a test socket check?
5. Have you power down your router for 20 minutes?

I'll wait up to 5 minutes for your response. Thanks.

-----------------------------------

***********MASTER SOCKET CHECK

We need to accurately capture the master socket type to ensure the correct diagnostic steps are taken, as the socket type will impact what checks need to be performed and what treatments are relevant.

Can you please help me identify what type of master socket you have by answering these:

1. How many ports does it have? If 2, are they next to each other?
2. Are there screws on it?
3. Is there a visible line in it?



**********NON-ACCOUNT HOLDER

Thanks for that. I can see that you are not the main account holder. We can still proceed on running diagnostics to get this sorted out but if the outcome routes 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.



**********AC - unverified

It seems that the information on your account are not updated. We would highly suggest that you update them by logging in to your My Account and setup your telephone password.

We can still proceed on running diagnostics to get this sorted out but if the outcome routes to book an engineer visit or replace one of your equipment, we'll need you to contact us back to fully verify the account. Would that be okay?

No worries as everything will be noted so by the time you contact us back, we'll immediately book the engineer visit or replace the equipment instead of doing the steps all over again.



********Openreach engineer advised for a router

Thanks for waiting. I already reviewed the account and we can see that the engineer has already fixed the Openreach line.

Based on their notes, it shows that there is a possible fault on your one of TalkTalk equipment and it was not shown that the router must be replaced. The Openreach engineer's scope are also limited to Openreach equipment and they can't check TalkTalk equipment as it is beyond their scope.

The fault may lie on your router or cables which we need to investigate further by running the diagnostics. Do you wish to proceed?




**********Outage spiel

Please be advised that we are currently experiencing system outage in our end so our diagnostics may be limited. No worries as I'll still do my best to help you fix your line but if we can't further proceed, I'll advise you to contact us back after 3-4 hours as soon as our system update is done.

I'll place notes on the account so the next agent will easily continue the steps we have done instead of starting all over again by the time you contact us back. Do you prefer to contact us back or we'll perform the basic troubleshooting?


OTHERS

*************INTRUSIVE TEST SPIEL

If the issue continues, please contact us again to continue the diagnostics. If possible, you should use your mobile phone or chat to us using a mobile connection when contacting us again to avoid any troubleshooting interruptions.

I will pause this case for now and document everything so that the next agent can continue where we left off.


**************Openreach already booked

Thanks for waiting. I already investigated on this and I can see that you've run a line test online. Our system has identified a fault on your external line which is causing your service to stop working.

We've already escalated this to our Openreach team to get this sorted out immediately. Hope this helps.

You will receive a confirmation email/SMS as soon as the fault has been fixed or update is needed on this matter.

***************Router update

Thanks for waiting. We've successfully upgraded your router's firmware. You should now see improvements within your internet connection.

We have also successfully sent you our Free WiFi booster and this should be with you in the next few days.


*************Microfilter

This is a small white box that is usually connected to the master socket and has two ports on it where you connect your landline/router's cable


=RESOLUTION=


=SUCCESSFULLY BOOK ENGINEER=

I have successfully booked a professional and fully trained engineer to fix the fault on your end, and that would be, . Please make sure that you are there in the appointment date or someone adult to assist and to avoid delays of an engineer appointment.

Rest assured that our engineers will not leave the premise until the issue is fully resolved and not to experience it again in the future. Please keep your line open as you will be contacted 30 minutes prior to their visit.


=OBSERVE IN TEST SOCKET=

For now, leave the set up as is and you do not need to do any test on you end as we will be doing this one and monitoring the connection so that when you contact us back after monitoring the connection, we will have the data on our end.

It's fine if you're still using multiple devices when monitoring the connection just, please make sure to contact us back after 24 hours in order for us to identify if the connection has improved or if there is anything that we need to do in order to resolve this.


=TALKTALK SYSTEM OUTAGE=

Good morning! This is Mariel of TalkTalk from Technical Department. I hope that you are doing well today. I truly understand that you are having a technical issue. I really want to help you on this. I don't want to leave an impression that you are not well taken care off, however, we are currently experiencing system downtime and we can't properly address your query. Can you please provide me you with your active mobile number to contact you once this system downtime will be over.


Thank you, it would be best to contact us back within 2-3 hours or after you receive the notification once the system has been fully fixed by our IT Team. Apologies for the inconvenience this has caused you. I appreciate you giving us time reaching us today and I am hoping for your kind understanding and consideration about his matter.


=ASSURANCE=

Just a heads up there will be a £75 for the visit however since we have found out that there is a fault on your line outside your premise rest assured that you will not be charge for this. Rest assured that once the engineer will visit your premise, they will be able to fix your line as they will not leave until the issue is not resolve.



=TALKTALK ENGINEER=

Thank you for being patience all throughout the diagnostic process. We have already completed the diagnostic test. Based on our investigation, we can see that your external line is working fine. Our health checks show the issue is likely to be within your home premise. We can send a TalkTalk engineer which may be chargeable to help fix your service. If the fault lies between TalkTalk or Openreach engineer, then the charge will be disputed.


Rest assured they will check all your in-home equipment and setup and will ensure that your query will be sorted out. They will not leave your premise until they fix the cause of your issue. Do you wish to proceed with the engineer booking?



Thank you so much for patiently waiting. I have successfully checked all of your lines. It shows here that our system can't find any fault on the line that runs in your house through the main exchange. The next step is we will be sending you a TalkTalk engineer to further investigate your line and also the equipment that you used in your home. This way, we will identify if the router is faulty or the equipment that is under on Openreach. Just to let you know that there will be a charge for the visit and it will cost £75. I do understand that this is very frustrating in your side because of the charge. But I will assure you that you'll not be charged for the visit once the TalkTalk engineer confirms that the fault lies on TalkTalk or Openreach equipment.

However, if you may be receiving a charge for the engineer visit, though let me assure you that you'll not be automatically receive the charge for the engineer visit because the engineer will further check everything to fully pinpoint the main cause of the issue.


But, if the engineer confirms that the charge is valid, please do contact us again so that we can further check the reason why the charge is valid and also for us to give you an option to help you on it. Also, I will send you an email confirmation to ensure that everything is well organized today and for you to have a reference in the future. Will you be happy to proceed with the engineer's visit?


=20-MINUTES ROUTER POWER DOWN=


Thank you for waiting Mr. Customer. I have now completed the initial test. Now that all pending updates have been sent to your equipment, the next step is to optimize and stabilize your router's settings. Please ensure that your router is powered off and will not be turned on before 20 minutes as this will interrupt the process of the optimization. In the event that same issue persists please chat us back because we may need to replace the router to fix this. If all turns out well, enjoy our faster and reliable internet connection.


Thank you for waiting Mr. Customer. I have now completed the initial test. Now that all pending updates have been sent to your equipment we will now optimize and stabilize your router's connection. Can you please turn off your router for 20 minutes to see if your broadband connection has now been fully fixed?

Ensure that your router is powered off and will not be turned on before 20 minutes as this will interrupt the process of the optimization. Please contact us back immediately afterwards if you are still experiencing the same thing.

I'll be placing notes on the account for the next agent to easily continue where we last left off instead of starting all over again. They'll further investigate if an engineer, replacement router, or this needs to be escalated to our higher department as soon as you contact us back. Hope this helps.


=NON-APPOINTED ENGINEER=

Thank you very much for your patience. I've successfully completed the line test here in my end. Based on the checks, it shows that our system didn't find the fault on your home and also in your equipment. Since there is no fault that was found in your house and for us to help you with this.

The next step that we will need to do is to send an engineer on the main exchange to further look into this fault to confirm if they should need to upgrade or change some of the wirings that runs to your house. This way, we will definitely pinpoint the main cause of the issue and also help you restore your service. Just to let you know that the process may take up to 2 working days to be fixed and possibly may extend, depending on the damage. I do understand the urgency of this matter since internet connection is very important nowadays.

But let me assure you that once the Openreach engineer successfully checks the line on the exchange, you'll be getting the best reliable service here in Talktalk. To make you feel confident with my resolution today, I will send you an email confirmation with regards on the interaction that we have today. How does that sound?


Thank you for your patience TJ, I have now completed the test. Based in our system we were not able to identify any fault inside the premise. This could mean that the fault lies on the external lines from the premise to the main exchange. To fix the fault we need to book an engineer which will check the external lines. To set expectations the engineer will visit in the next 2-3 business days. As the engineer will check external lines, not only they will identify the current cause of the fault furthermore they will also be able identify damaged wires that could lead to future internet issues. Would you like me to proceed?


I've successfully escalated this to an Openreach engineer to get this fully rectified. Process may take up to 2 working days to be fixed and possibly may extend depending on the damage. Be assured that we'll do our best to get this done immediately, today or tomorrow, if possible. You will be notified via SMS/EMAIL so, I would highly suggest keeping your line open to receive update from Open Reach regarding this fault that we have escalated to them.

Asking for a replacement router immediately




Appointed Engineer


After all the line checks and all the necessary troubleshooting steps, our system advice to book an Openreach engineer that will totally fix your issue. This could mean that the fault lies on the external lines from the premise going to the main exchange.

Shall we proceed on booking the engineer appointment?


Thank you for your patience TJ, I have now completed the test. Based in our system we were unable to identify any fault inside the premise. This could mean that the fault lies on the external lines from the premise going to the main exchange. To fix the fault we need to book an engineer which will check the external lines. To set expectations the engineer will visit in the next 2-3 business days. As the engineer will check external lines, not only they will identify the current cause of the fault furthermore they will also be able to identify damaged wires that could lead to future internet issues. Would you like me to proceed?


Engineer Appointment Charge


An appointed Openreach engineer is being booked to investigate the fault. The engineer will start off by checking the external network, if the fault is found to be here you will not be charged, this type of engineer may need access to your home, so we do insist that you are home on the date and time booked. You may receive a £75 charge if you miss the appointment, refuse the engineer access, or if the fault is caused by something in your property outside of Openreach’s remit.


Not eligible for the Compensation

I totally understand how difficult this situation is. The compensation will automatically be credited to your account if we identify that your fault is total loss of service.

Please be advise that dropping connection is not form of total loss of service. Which is why you were not compensated automatically.


Call Back From Supervisor


Thank you for your patience Mayeh, I have now completely checked the account. As what I can see a callback was scheduled today 6/23/2023 from 4:00pm - 6:00pm. Furthermore, the case manager failed to call you back today as he was still engaging on a call. I know this is frustrating, specially that you have to wait for the call to resolve the issue. To make sure that you will be receiving the call today, I have contacted the case manager personally and advised him on the urgent matter. He have assured me that he will be calling you as soon as he is done with his current call. I will also send a confirmation email regarding the reason for your contact today which will serve as your reference in the future. How does that sound?


Faulty Equipment

I appreciate your patience, Tracy; I am happy to let you know that I have fully checked your account. I was able to validate that you've contacted us regarding faulty equipment and was advised that it needs to be replaced. The next thing that I will do is to process the replacement router and you will be receiving it within 2-3 business days. I know how urgent the request is so let me assure you that I will double my efforts to send it as soon as possible. I am happy to let you know that the router that will be sent is the latest version which will provide a faster and reliable connectivity. I will also send you a confirmation email which will serve as a reference in the future. How does that sound?


I do understand that there was already 2 engineer who visited your premise to check outside, Naomi. However, we are still able to identify that there was a fault that needed to be fix outside your premise that's the reason why you receive notification to book the appointed engineer for them to check your line from the main exchange going to your premise. Rest assured that since we are able to identify that there is a fault outside you will not be charge for the booking.





24 hours monitoring

Thank you so much for your patience. I have now completed the initial test. Now that all pending updates have been sent to your equipment, the next step is to optimize and stabilize your router's settings. We have connected your equipment to the test socket to see how your connection performs. We do this to rule out any issues with the internal wiring or in home set up, as you are now connected at the Openreach point into the home. So, we are now testing on the Openreach line. To make sure that this will resolve and to check if there is an improvement. We need you to monitor your connection within 24 hours. I do understand how important it is to have reliable service since I am also a consumer that uses the internet on the daily basis.

The next step that we need to do whilst you are monitoring your connection within 24 hours. We will be doing some intrusive checks to confirm if the router is faulty or the line needs to be checked by an engineer. Though let me assure you that once you've done monitoring your connection there will be an improvement in your internet and I guarantee you that your internet connection will work without any issues today.

However, if you are still experiencing the same issue, please do contact us again so we can also provide you with another option to help you with your concern. Also, to make you feel confident that we are doing our best to restore your service, I will be sending you an email confirmation with regards on our interaction today. How does that sound?


Outage


Thank you so much for your patience, Emily. I have successfully checked your line here in my end. It shows here that your area has an outage and you have been affected with it so that is the reason why your internet doesn't work. To make sure that the issue is resolved, we will be sending an engineer to your area to make sure that they check on this and resolve it as quickly as possible. I do understand the urgency of this matter.

So, here's what I will do, I will talk to our engineers to let them know the urgency of this to ensure that they will fix this within this day. Be assured that the engineer will contact you once they fix the outage in your area and we will do our best to fix your issue and we won't stop until we fully restore it.

Also, to make you feel confident with my resolution, I will send you an email confirmation to ensure that you will have a reference in the future. How does that sound?

Asking for apology/ Empathy:

· Please accept my sincere and unreserved apology for any inconvenience it may have caused you.
· I may not have experienced what you are encountering right now however I now it's the cause of what you feel right now.
· Clearly we've upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.
· I know how you feel.
· I can understand your situation.
· I don't want you to feel that way.
· I am also a customer like you and I don't want this happening to you.
· I understand where you are coming from.
· If I am in your shoes, I would feel the same way.
· I hear your frustration. Situations like that could really test one's patience. I will do my best to turn things around.

I do apologize for the inconvenience this has caused you, Susan. I understand that you wanted to make sure that your internet should be working as it should be. I myself would do the same thing if I were on your shoe.

Acknowledgment:

· I understand that this is regarding your . I will do my best to help you.
· Thank you for letting me know. I understand that this is regarding your account. I will do my best to sort this out for you.


Reassurance:

· I will not end this session without helping you with your problem.
· I will not let this day end without giving you the latest update about this fault.
· I want everything to be fair on you because I know that this situation is really frustrating. I will help you to the best that I can.
· I assure you that our only aim is to give you the reliable service that you always deserve.
· I am confident that I have completed all necessary actions within my control to get this request moving for you.
· Please be assured that your concern is in good hands as I will see to it that this will be managed by the network team.
Before ending the chat:
· I feel lucky to have assisted a patient customer like you.
· It feels great that I have assisted you today.
· I appreciate your patience and time going through the troubleshooting with me.
· You have been a very patient customer. It's a pleasure to chat with you. Take care and enjoy the rest of the day. Cheers.
· 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.
· Great. If you have some further problems or query, please do not hesitate to chat us back and we are more than happy to help you on this.
Ending the chat:
· You have been a very patient customer. It's a pleasure to chat with you. Take care and enjoy the rest of the day. Cheers.
· Thank you for contacting TalkTalk today. Have a pleasant day. Goodbye.
· Thanks for chatting with us. You have a great day. Goodbye.
· You're welcome. Thanks for chatting with us. You have a great day. Goodbye. test