Notes

=COMPLAINTS=

Name of complainant:
Mobile number:
Summary of complaint:
External Escalation mentioned (Give details):
Action taken so far:
Resolution offered:
Resolution requested:
Escalated to:


=COMPLAINTS UPDATE=

Action taken:
Next steps:
Expectation set:
Preferred contact number/time:
External Escalation mentioned (Give details):
Communications sent (SMS, email, letter):
SMS sent (if applicable, copy and paste full message into notes):
Escalated to:

-access trio and mydesk as fault to leave a note
-after opening spiel cx is unresponsive
-chat was rerouted to SARA

-access trio and mydesk as fault to leave a note
-after opening spiel cx is unresponsive
-chat was not rerouted to SARA
-manually close the chat




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.


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.





1. Please press Windows on your laptop
- Open a Command Prompt window as an administrator. The easiest way to open Command Prompt with elevated access is:

-Press the Windows key on your keyboard and type cmd.
-Right-click Command Prompt in the search results.
-Click Run as administrator.
-Click Yes to confirm.

2. Type ipconfig /flushdns at the prompt and press Enter
-This immediately flushes your PC's DNS cache.

-If you just want to see the contents of your DNS cache without flushing it, run the command ipconfig /displaydns instead. This command also displays entries from your hosts file.

-If your PC is a part of an Active Directory network, you may also need to run the command ipconfig /registerdns if you can't resolve other hostnames on your network.

-If you're still having trouble accessing websites after clearing your DNS cache, you may also need to clear your browser cache.

3-1221343587604


Software Version

We'll now need to check if the Software version is updated. You can check the status by pressing the youview, Y or menu button on the remote control. Once done, scroll up and select the cog icon at the top right of the screen. This will turn blue when selected. Press OK on the remote to access the settings menu.

On the settings, Select Software Information and press OK. Select Update software and press OK to check the latest update. Select Done to close the confirmation screen.

Please let me know once checked. Thank you.


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

Once you receive the new booster, 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.