Listening to the on-hold music at Onetel TalkTalk’s call centre for 45 minutes without any response left me ready to take the advice of the refrain which was along the lines of, “We have to get together because the revolution is coming.” After three days without broadband, it can’t come quickly enough.
Who is prepared to join me in forcing Charles Dunstone (chief exectuive of Carphone Warehouse which owns Ontel TalkTalk) into the tumbrel and pulling it to the guillotine?
Their phone line has been giving pre-recorded assurances that broadband services were working normally and it was not until late on Saturday that I was able to get through to a human who admitted there was a problem.
At another point during the weekend there was an announcement that no one was available and please call back during office hours. Is that office hours in India or the UK?
This morning I was told the problem continued and they hoped, but could not promise, it would be resolved today. I had already been told that the connection at my London flat was working so I had no alternative but to come to town earlier than planned.
I started using Onetel when it was owned by Centrica and had no difficulties. After the take-over by Carphone Warehouse things seemed to running more or less as they had been. I extended the services I buy from them sticking to Onetel because it was cheaper than the “free” TalkTalk broadband. But as Onetel has become increasingly integrated into TalkTalk the quality of service has declined.
Charles Dunstone seems to be just about as committed to blogging as he is to customer service. At the start his blog promises all the latest updates on the free broadband service. The most recent entry was on December 23.
By comparison leaving customers without internet access for three days with no explanation must seem to him to be pretty good. I will be moving my two broadband/phone lines and two mobiles to another supplier as soon as I can.