Monday, August 21, 2006

TalkTalk is in overload

I thought the fuss about talkTalk was hyped. The company is promising free broadband, and the media's been full of predictions of doom. The call centres can't possibly keep up etc.

I thought it couldn't be that bad. My finances are such that saving 23.44 a month by not using Pipex sounded a good idea. And a couple of preliminary calls to TalkTalk support got a quick and helpful response. Pipex has been pretty slack at cutting its prices or improving its service, too. So I took the plunge

The switchover date was when I was on holiday of course. And so I got back yesterday, to find the Pipex account is closed, but the TalkTalk one isn't working yet.

There's a parcel at the Sorting Office, which I think is a TalkTalk modem (did I ask for one?) and by the time I realise this, the Sorting Office is closed till tomorrow. But surely, one of the three ADSL routers I have in the house will work?

TalkTalk has a sensible and useful option to get your username and password from an automated (free) phone line. I put those into my ADSL router, and it doesn't work. Maybe there are other settings which I should change, but there's no chance of finding out. Any calls to the helpline get answered within a minute, which is great. Four or five times, I get through to someone in an Indian call centre, and give them my phone number. The bad news is that every single time, I get cut off at that point.

It's a new failure mode in my experience of call centres. The other side of the world, a patient army of people is picking up calls over and over, taking the caller's phone number, then hanging up when the line drops.

So for today at least, it's off to the friendly Internet cafe on Brixton Hill. I guess I'm still better off than the call centre operators.

1 comment:

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