TalkTalk services during cold snap 

Effect of the weather on our services

Dear Customer,
 
The unprecedented cold snap has brought many challenges to individuals and companies across the UK. At TalkTalk that challenge has been around delivering on our customer service promise.
 
Due to the adverse weather we have had to close a couple of our centres in the North of England this week as our colleagues were unable to safely get to work and other centres have been affected by high absence for the same reason. At the same time we have been receiving higher than expected call volumes as our customers are unexpectedly at home during the day. In addition some of our key suppliers, including BT engineers, have been experiencing challenges to fulfil their appointments.
 
The net result being that you our customer is not receiving the level of service that we would expect.
 
So what are we doing to get us back on track to resolving your issues promptly?
 

• Our contact centres are back up and running though still experiencing absence, as you would expect
• In co-operation with our employees we are changing shift patterns to ensure we have adequate cover when you call us
• We are working closely with our Networks Teams across the country to ensure our contact centre employees are kept up to date with any network issues so they can share that with you
• We have put messages on our telephone lines to give you the most up to date information on wait times
• Our non-customer facing employees who wouldn’t normally be on the phone are helping their colleagues help customers
• We have postponed all non-essential activity so that we can get as many colleagues on the phones as possible.

With the volumes of calls we are receiving and the continued poor weather conditions, we expect it will take some time for the situation to stabilize. However, the whole team at TalkTalk Customer Service are doing everything possible to take your calls and to deliver the service you rightly expect.
 
We will continue to keep you posted and look forward to returning to normal service as quickly as possible.
 
Kind regards,
 
Nigel Pearson
Senior Director of Customer Services
TalkTalk Group

• Check the service status