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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

I want to talk to a human - is it that hard?

57 replies

RaraRachael · 09/06/2025 14:35

Just spent over an hour farting about trying to fix an issue with my Sky. Tried their online chatbot - waste of time, My Sky online "help" - waste of time, various phone numbers that just direct me to online helo.

Are there any numbers where I can talk to an actual human or even have a real person on a live chat instead of some stupid bot?

OP posts:
steff13 · 09/06/2025 23:17

I hate talking to people on the phone. I will do everything in my power to avoid it. So if I call to speak to a person, I tried literally everything else I could think of first to resolve my problem. It's like adding insult to injury when I have to call and can't figure out how to reach a person.

The13thFairy · 10/06/2025 09:41

Vivaia's chatbot asked if I would like to 'speak to a human' - it may or may not have been a human but still just words on a screen. I wasn't able to go ahead with my purchase.

FedupofArsenalgame · 10/06/2025 09:48

Guinessandafire · 09/06/2025 17:36

I voted YABU, and I'll try and explain why.

As someone who creates online help guides and standard responses, and quick fixes via phone messages, it is very frustrating when these are ignored.

Customers could save themselves so much hassle just by reading the help pages. They are there for reason.

There is a high chance your issue will not be unique, and a reason why it is in the 'FAQs'.

In an age where nobody answers their phone, I'm amazed by the number of people who immediately reach for it, and I'm talking young people as well, when they need help without checking other ways to sort their issues.

I'm afraid as a society we will have to get used to because

  1. Customer service with real humans at your disposal is a huge money drain, and on balance a few complaints or people cancelling accounts is seen as an acceptable hit.
  1. We are moving towards a society that refuses to do anything for themselves..more selfish, more demanding. Companies willnot put up with this.
  1. If you want a friendly , English person answering your call within 5 rings, be prepared to pay through the nose for your service. Most customers just want the cheapest possible, and that comes with offshore call centres at the best.

So what when people HAVE been through all the online stuff and still need help?

Everintroverte · 10/06/2025 10:27

Had similar recently with HMRC. Definitely needed to speak with someone, couldn't do it online and really wanted too. After 7 attempts to get through I found just saying (shouting) 'I want to speak to a person' into the electronically voiced phone line worked.

Original poster
RaraRachael · 10/06/2025 12:10

And so it continues .......
Today it's Travelodge. I want to have an early check in. Despite putting my correct surname, booking reference and hotel name in, it says it's wrong.
Phone the hotel direct and nobody answers.

OP posts:
Pelifor · 10/06/2025 15:31

ArtemisiaTheArtist · 09/06/2025 19:41

Agree with pp, Nationwide BS used to have a great customer care line now you have a chatbot and a useless Q&A page. They even took away the PM function! 😭

Recently tried to speak to my local council. The website kept saying MOST OF OUR QUERIES CAN BE RESOLVED BY LOOKING AT OUR WEBSITE but I had a very specific query due to my bulky waste collection that needed sorting. In the end I found the switchboard number, rang that and asked to speak to the Environmental department and I got it sorted.

Recently have also sworn at: Wise Money, Royal Mail (for a communications company they don't want to fucking communicate), Evri, my GP Surgery, and EasyJet.

I'm not usually one for talking to people unless I have to but if you want repeat business you need to look after the customers you already have. Make yourselves available. But a lot of companies don't want customers to have the option anymore.

Edited

I've been battling Nationwide's chatbot for two days. Eventually I found a way to send a PM but they haven't replied. Not surprising if they've removed the function.
I'm going to have to ring...

YouTellEmBigD · 10/06/2025 23:07

If anyone needs this - I discovered how to talk to a real live human being at student loans company today!
On the automated push number crap, select the options to reset your password and secret answer. (Which wasn't what I actually needed, hence It taking me a while to stumble over)
It put me straight through to a lovely bloke who sorted everything out in about 3 minutes flat!!!

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