Box of Dinky diecast vehicles to include: Hawker Harrier and...

Hammer

£100

Box of Dinky diecast vehicles to include: Hawker Harrier and Thunderbirds 2 and 4 with rough boxes, Ford Cortina Mk1 rally car and two Mini Mokes

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You - 14:11
Hi, welcome to TalkTalk.

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Info - 14:11
What would you like to chat to us about?
Joining TalkTalk
Offers & Upgrades
My Bill or My Account
Technical Issue
My Recent Order
Need Help with my Mobile
BOT - 14:11
Technical Issue
You - 14:11
To get you to the right team, I need to check what kind of Fibre broadband you have.

Socket 1

Socket 2

Does your master socket look like either of the above?
Yes
No
I don't know
BOT - 14:12
No
You - 14:12
Do you know your home telephone number?
BOT - 14:12
Yes
You - 14:12
Please enter your home telephone number
BOT - 14:12
01323843953
You - 14:12
Are you the main account holder?
BOT - 14:12
Yes
You - 14:12
What is your full name?
BOT - 14:12
Wendy Martin
You - 14:12
Thank you, one of our agents will be with you shortly.
Hi, Thank you for patiently waiting on the line, Wendy. TalkTalk and I hope you are doing fine. This is Jimmy from the TalkTalk Technical Support Team. I understand you have a technical query. Is that correct?
jimmyvi - 14:13
Yes, I have just had one of your engineers round to check all of my home set up and he says there is a fault on the line further up but my daughter is getting messages saying that my home set up needs checking. This has literally (2 hours ago) been checked but now my phone keeps dropping out during conversations
You - 14:14
Thank you for bringing this concern you're having with your service and TalkTalk to our attention. I understand how important it is for this concern to be addressed as quickly as possible. Allow me to perform an investigation so that we can see what resolution or action we need to provide to resolve your concern.
jimmyvi - 14:16
ok
You - 14:16
I know how it feels like being upset for your issue not being resolved, reason for you to contact us again. You have me and I can assure you that I will resolve this as soon as possible.
jimmyvi - 14:17
I just want to know that the line further up is being checked.
You - 14:17
I will have to verify your account first before proceeding so that I can have full access to your account. Can you please provide me the 1st and 2nd characters of your telephone password?
jimmyvi - 14:17
Ok, not sure as my daughter set it up by it could be ja
You - 14:18
Thank you for that but that didn't match on our record. I can ask you with the other information to verify the account.
What is the email address you have registered with us?
jimmyvi - 14:19
ok, that is [email protected]
You - 14:19
Great. What are the last 4 digits of your bank account registered for direct debit with TalkTalk?
jimmyvi - 14:21
3900
You - 14:21
Perfect. Thank you for doing this verification process with me. Congratulations for passing it. Now, let's have your concern addressed.
Allow me to have at least 3-5 minutes of your time to have your account reviewed, thank you.
jimmyvi - 14:23
ok
You - 14:23
Thank you for patiently waiting Wendy. Before I start the process on looking further into your query, may I know if you're chatting us from home and what type of internet connection are you using to chat with us today?
jimmyvi - 14:29
No, that is the problem, my broadband hasn't worked since reported on 12th December so am using my daughters, if you refer back I spent 2 hours going through all this back then. They said there wasn't a problem and that I had to have an engineer out to check my home set up. He came today and confirmed that my set up is fine and that the problem was with the line. You have now sent a message to my daughter saying that I needed a home set up check, this was done 2 hours ago
You - 14:30
I completely understand that Wendy. Nothing to worry, Since upon checking on the account it shows here that the case needs to be endorse to the Openreach to have this fully rectified.
jimmyvi - 14:32
Is this something that you do and how long is it likely to take?
You - 14:32
Since the issue is with the line of the Openreach, we need to have this endorse to the Openreach since you are still getting issue with the phone line.
Yes that is correct. I will have this fully rectified right away for you.
jimmyvi - 14:33
thank you
You - 14:33
My pleasure. May I know if you're chatting us from home and what type of internet connection are you using to chat with us today?
jimmyvi - 14:34
I don't know, I'm using my daughters work computer
You - 14:34
I see, is this connected to the TalkTalk Internet connection?
jimmyvi - 14:34
No, I believe they have a different supplier
I am at her place as my broadband doesn't work, hence the engineer coming out
You - 14:35
Perfect. Thank you Wendy.
Can you confirm the last 3 digits of the alternative contact number? This was provided to us on a previous contact.
jimmyvi - 14:36
596 is my daughters mobile
You - 14:36
Thank you so much Wendy.
Just to confirm, you still have any issues with calls on your telephone line?
jimmyvi - 14:37
Not when I originally reported the broadband problem but twice today the telephone line has cut out mid conversation.
You - 14:38
Thank you for confirming. I'll just review the notes from the TalkTalk engineer. We'll also perform a line test to ensure we have the most up-to-date results, in case anything has changed since the engineer visit.
jimmyvi - 14:39
ok
You - 14:39
Thank you so for patiently waiting Wendy. Just to confirm, the problem started today, is that correct?
jimmyvi - 14:46
only on the telephone line, the broadband has been down since the 12rh
You - 14:46
I see. But the internet has been rectified, is that correct?
jimmyvi - 14:47
No is has not
You - 14:47
Thank you for confirming Wendy. We will book appointment for you within the Openreach to have this rectified right away.
Do you have any reasons why an engineer shouldn’t enter your property such as yourself or anyone in your property being diagnosed with COVID-19?
jimmyvi - 14:49
no, that's fine
You - 14:49
That's good to hear. If you or anyone else in your property is diagnosed with COVID-19 and you do not want an engineer to enter your property, please contact us so that we can rearrange the visit for you.
The sooner appointment that we have will be on the 28th of December in between 8AM-1PM and 1PM-6PM, which one do you prefer?
jimmyvi - 14:51
I'm away until 3rd Jan, can it be after that please
You - 14:51
Yes we do have 3rd of Jan. in between 8AM-1PM and 1PM-6PM, which one do you prefer?
jimmyvi - 14:51
1pm and 6pm please
You - 14:52
Your engineer is booked for 3/01/2022 between 1pm - 6pm.

Please ensure that an adult over the age of 18 is present.
If you need to change the appointment for any reason you can do so on the TalkTalk website or by contacting customer services.
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?

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 £65 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.
jimmyvi - 14:53
Parking in road only,
You - 14:54
Awesome. The reservation of Openreach appointment successful. Reserved appointment slot : January 03 2023,1PM-6PM.
jimmyvi - 14:54
thank you
You - 14:54
I really appreciate the troubleshooting steps that you have done with me, I commend you for that. And here's what we have done so far, we did some line test and scheduled an Engineer visit. Rest assured that we are going to continue to keep providing the best customer service experience.

I just want to make sure that all your queries are answered whilst you are online. Is there anything else that I can assist you with?
jimmyvi - 14:55
no thats all thank you
You - 14:56
It has been a great time with you, Wendy. Thank you for taking this time to chat with us, I really appreciate your patience and cooperation with working with me. Thank you for always choosing TalkTalk.

I hope you can stay online for a minute or two, so you can participate in our survey on how we assisted you today. Again this is Jimmy, your live chat support from the TalkTalk Technical Department. Keep smiling. Cheers! Bye for now.
jimmyvi - 14:57
Conversation closed by the agent - Now