No problems with service, big problems with customer service!

OK i have been with TALKTALK for about 3 years and have to say the actual broadband/phone service has been excellent. Have lost the broadband connection only half a dozen times in that time and never for more than a few hours max.
My problem is with their customer services who are clueless.
However I recently had an issue with the caller id not working on the phone and after ringing their customer services probably a dozen times they still cannot resolve the issue or even pinpoint as to why the problem is occurring. Half the time the line goes dead and the other half the representative says the issue will be "escalated" and i wil receive a call back within 72 hours (that never happens!).
Been over a month since i first reported the fault and i am the one who has to keep calling because they can't be bothered to call back.
Good overall broadband and phone service talktalk but with a customer service as bad as yours customers will change providers, like i have.

Problems before my account is even active!!!!!

Sign up with talk talk 2 weeks ago and paid up front for our line rental (£114), we were told that an engineer must come out to check our line (why??) and that we would have to get a new phone number (why why???), we accepted this and agreed. So fast forward two weeks to today, a day taken off work waiting for an engineer, only no one turns up!!! We then phoned talk talk only for them to tell us that they have no record of our order and that if we wanted to go ahead that we could not have the deal we had signed up for!! We had an email from talk talk confirming our order and line rental payment, with order number, but they still couldn't find any thing and then they said we had not paid £114!!! So after 2 1/2 hours on the phone we have canceled the order that we had to redo, but couldn't have,and they won't refund our money becuase they have no record of them taking it!!!!!!! So now we have to write a letter and include a bank statement to prove that these COWBOYS have taken £114 from our account without even knowing. Moral of the story people is believe the bad reviews (they cant all be made up???) and you pay for what you get, company's like SKY charge a bit more but they give the service to back it up.

AVOID TALK TALK AT ALL COSTS!!!!!!!

T Watson found this review useful

My connection is crap

Nothing more to ad - cheap broadband - crappy connection

Customer service in India eating while talking to you.

Could be more rude!

TalkTalk Customer Services should be Customer Dis-services.

Broadband service from TalkTalk was pathetic. I could sometimes get 6 MB/s but evenings and weekends I was lucky to get 1 MB/s, it was often much less and totally useless. I contacted Customer Services on many occasions but always ended up being told that the problem was congestion and there was nothing they could do about it. So at the end of last year I cancelled my contract and went to another ISP. They, coincidentally, using the same exchange, same copper wires and no more money manage to provide me with better than 10 MB/s which doesn't fall off in the evening or at weekends. Anyway, TalkTalk sent me a final bill which shows a credit due to me with instructions to contact Customer Services to arrange repayment to me of the credit. On three occasions now, staff in Customer Services have told me that they have processed a refund cheque, only for me to discover later that their cashiers have dis-allowed the cheque a day or two later. They won't provide any reason for cancellation. So as well as being a terrible service provider, their staff seem prepared to lie to avoid paying money due to a customer. I don't know how they are allowed to get away with it but my recommendation is don't have anything to do with them, nor their colleagues in Carphone Warehouse. Unfortunately I have awarded them one star above but only because your system will not allow me to select no stars.

AWFULL!!!!!

Customer service is terrible, been billed £25 for an engineers "missed appointment" even though the engineer turned up, put a card through the door to say we were not in and he had called, My partner and I then saw him get in his van and drive off!!

Re-arranged the appointment after complaining, talk talk said I would have to wait 3 weeks!!! They have now billed me for the "missed appointment" and it is proving near impossible to get talk talk to remove the charge.

DO NOT GO NEAR THIS TERRIBLE COMPANY

RUBBISHRUBBISH

They called me, offered an upgrade which included fibre optic plus tv etc, was happy as i was, but with kids opted for fibre optic broadband. Now been waiting 3 months for fibre optics to be installed, but they have switched my calls over to the new deal, which costs more, installed the tv, you view which we agreed to only becasue we had to have it with the fibre optic. Had 4 appointments cancelled for insulation, and now they say im under contract and will have to pay a penalty to leave, yet they they have'nt even installed it yet. Ring then is a waste of time becasue they say one thing and then when put the phone down, total change what was agreed, and then claim to have no recordings of the phone calls.

PAY MORE GO WITH BT OR WHO EVER

There OK !

I have to say that BT wanted loads of money to reconnected the phone into the house I had just moved into, Talk Talk did it for free, the only problem is the overseas call centres ( nightmare ) I paid for the 12 months in advance line rental, they kept charging me the monthly line rental 2 call later this was resolved, only to find out that they had charged me another 12 months line rental in advance ! This was resolved after speaking to the overseas call centre which wasn't fun. They have called me asking me to renew my contract and offered me an 18 month contract on higher prices, they then changed it to 12 months. Looks like im leaving Talk Talk

Never again, pay extra and go with another company!

Bought a very cheap deal from talktalk for broadband & home phone for my new uni house. I ordered a month in advance to give time for installation etc, the BT man (who fits the lines) came on the day promised but left halfway through and the line was not fitted. I didn't receive any communication from BT or TalkTalk, as I had no phone line installed I had to ring customer services on my mobile which cost a huge amount. Was put through to some Indian call centre, all very polite and scripted but totally useless, was promised a phonecall back (did not get) and another installation date, in another month. This same thing happened three times. I spent probably at least £100 on phonecalls to talk talk and never received my internet or home phone line. I am now with Virgin who fitted me out within three days and have been wonderful. Still writing letters to TalkTalk to try and get my money back but this is taking months too.
AVOID AVOID AVOID.

HORRIFIC CUSTOMER SERVICE !!!

I left BT for talk Talk package. On the 27/03/2013 I was supposed to be live. NOTHING !!...phone line is dead, no internet !..I phoned customer services, had to make my self clear as the person I spoke to could not speak good English, he said that they would call me back at 20.00...I think they might have tried to contact me at 11 PM..useless...I was asleep. I phoned again to day, got cut off..also have to use my mobile on pay as u go...expensive !...I am getting really frustrated. They cannot acknowledge that there is a problem on their side..the fact that the phone line is DEAD !....Now I want to cancel and go for another provider. TALK TALK and their wonderful promises failed to deliver their awful service. ANGRY!!!!!

Worst customer service I have ever encountered.

In short. They just stopped my internet one day (The same day I paid for the previous month). It just stopped, nothing. I spent about a week back and forth with their customer service who blamed my computers and router constantly (despite the problem happening on multiple computers and 2 routers). When I finally got to speak to technical support they laughed at the customer support and then told me they haven't done any of the internal tests they said they were doing. After technical support done their tests they told me it was their problem as their system wasn't accepting my username and password and if it wasn't fixed the next day to phone them. I phoned the next day and I was back to square one, they were asking me to reset my router and other stupid tests I had already done. I got my MAC code from them and it never worked so I had to outright cancel it.

AVOID TALK TALK

Worst Customer servive to date!!

I called up to enquire about talk talk and spoke to a really eager yet polite girl on the phone who ended up signing me up. My installation date was 4 weeks later though. I had numerous text confirmations including a text 2 days before my broadband installation date reminding me the engineer would be arriving between 8-1pm and to ensure i'm home.....still happy.
On my installation date.... 1pm.....1:30pm.... nothing so when I call customer service I COULDN"T believe how bad it was. The girl on the phone was talking as if I was an idiot telling me that there was no engineer coming out and I need to plug the phone into the wall!!!! I asked who I would need to complain about this to, and what does she do.... Start laughing at me along with her colleagues i the back ground!! I hung up with tears in my eyes as I just couldnt believe it. After a furher three calls I was connected to the lines department, to be fair he was very polite apologised on Talk Talks behalf then said I do need an engineer to connect me to the exchange. He said someone would call me in 24 hours. This was Friday morning. Monday night I get a text saying i need to call talk talk to rearrange!! I called tuesday morning NO apologies for cocking up in the first place and tell me it's another4 weeks tll connection so I just asked to cancel. Again I was put on hold for over 5 minutes then, so I hung up and re-dialled the number to call when cancelling and funnily enough the politest guy in the world answered the phone immediately!! JOKE
So basically DON'T BOTHER WITH TALK TALK!! I'm with BT Vision now :-)

Rubbish Customer Services

This Company has the worst customer service I have ever encountered.

My elderly parents have been with Talk Talk for a couple of years with no major problems until their phone and internet went down.

I reported the vault at 11.45 on the Thursday to be told I would receive a text message updating me of the status and the fault shoud be sorted within 24 hours.

24 hours later having not received any texts messages I telephoned one again to be told that it always takes up to 72 hours for any fault to be resolved and that I would have been told this the previous day altough I certainly was not.

By the Sunday morning still no text messages had been received and the phone was still out of order so I telephoned once again.

The Indian girl I spoke to was extremely difficult to understand and I had to ask to speak to a manager as she was saying the fault was with the engineers and she had no ideal how long it would take to be sorted.

After talking to a manager and being told I needed to do some checks before any engineer could be sent, I proceeded to do the checks and again telephoned them to confirm it was not a fault with the actual telephone but with their line. I eventually spoke to someone after insisting I wanted an engineer to call who confirmed that it would be 4 weeks before an engineer would be available. I then was completely frustrated with this company and told them I wished to cancel my parents contract with them, which we did.

I am appalled with their service and would advice anyone to think twice about dealing with them.

Horrific Customer Services

I was actually happy with the service until it came to trying to change over the ownership of the account. We sent through the paperwork, then received a letter to say there was still the monthly charge on the account which would need to be paid, and could we send the paperwork, so we did, and guess what another letter a couple of weeks later to say there's the new monthly charge on the account which needs to be paid, and could we send the paperwork AGAIN... So I decided to cancel my account and my flatmate would get SKY.

I called the call centre to explain why I was cancelling (i.e. having sent paperwork three times the changeover still had not gone through). I explained I was moving abroad and therefore did not want to take my account to a new address.

Every time I asked to cancel Customer Service Assistant would tell me to make a change of ownership I needed to send through the change of ownership form and a direct debit form. I explained several times I didn't want a change of ownership now, but instead wanted to cancel the account completely, and every time he persistently told me I needed to send the forms through for a change of ownership. Eventually I asked to speak to a supervisor and he refused to put me through, asking what was the reason.

I explained that he was not listening to what I was saying. And again he directed the conversation back to me sending through the forms for change of ownership.

I explained again I wanted to cancel not a change of ownership and again he reiterated I had to send through the forms for a change of ownership as there were so many benefits for staying with TalkTalk. I said clearly I wanted to cancel, my flatmate didn't want to stay with Talktalk and asked repeatedly to be put through to a supervisor. He refused and again asked me to send the forms through for the change of ownership. I asked again repeatedly to put through to a supervisor and again he refused, and steered the conversation back to change of ownership.

I had to get really quite agitated before he would process my cancellation request.

It is APPALLING customer service.

I felt I had to argue and fight for MY RIGHT to cancel my account. I have never experienced such a terrible experience from a Customer Services Department.

Even a p*** up in a brewery is beyond them

They give dates for installation, change them without telling you, cause you to waste time waiting in, don't turn up and then blame others for their inability to manage their own information and operations. When you call 'customer services' the only way to get any sense is to select 'cancelling the order' otherwise those who answer know nothing about the problerms and simply put you on hold until you go away. They are rubbish, but unfortunately so are all the rest - you simply select the least 'rubbish' for the price. Why do we accept such universally poor service from all these organisations - because there is no real competition!!!

Do not join talk talk

Hi
I left sky and joined talk talk ( biiiiiiiiiiiib mistake)
I ordered online and the offer clearly stated that the installation wil be free the router free .....etc all the set up fees are free.
My first bill was fine
My second bill includes ( £50 installation , £50 plug adapter )
When I called the lady with an American accent was very rude and said that I have to pay , I asked to speak to a manager so she put me on hold for 21min the she came back to say that he is not available and someone will call me within 8hrs . I am still waiting for that call 2days. I don't know what to do

A company that cannot be trusted.

After my Talk Talk crawled to a halt, I decided to switch to BT. This was fine, although I was forced to change my phone number. What I did not realise is that Talk Talk did not terminate my service, but instead continued to drain my bank account of the monthly fee, even though they had been told repeatedly that the service had switched. At this point most companies would say sorry and give you your money back! BUT NOT TALK TALK. I have had a series of derisory offers. I have gone right to the top, but this seems to be useless. So I am having to take out a court case against them, to try and recover my money. I fail to understand in a regulated market, that a company can indulge is such sharp practice and get away with it. They try to hide behind their T and C's but they dont seem to have read the Sale of Goods Act. Buyer Beware.

Stephen Morris found this review useful

Avoid at all costs.

One problem after another, with each call they promise and do not deliver. I should have known better as I was with Talktalk previously. Problems moving to new address. Problems with being over charged. Suffered very poor telephone and broadband. Numerous times I was told it was my equipment. Two engineers visits and one year later finally sorted it. It is not Talktalk policy to refund or compensate for poor service! They readily charge for engineers visits even if the engineer only finds a fault with equipment Talktalk are responsible for or the engineer does not have the knowledge or experience to find the fault. They extended my contract for one year without telling me. I found out that the person I spoke to to make an initial complaint had extended my contract. Appalling behaviour. I have lost count of the number of calls I have made, the number of times I have been cut off, the number of calls back I have been promised that never happened. Talking to the CEO managers is little better. They will not respond in writing at all costs it seems, they prefer to talk to you and can then deny all knowledge later. Been waiting 4 days for an email from a CEO manager confirming an agreement made on the phone and my MAC code. Still waiting.
Extremely frustrating, costly, infuriating, rude, even fraudulent.
Please do not use, they will take all the money they can however they can. If things go wrong they will try all they can to blame you.
Passing my complaint over to the ombudsman so OFCOM can add it to their statistics.

Aura Topp found this review useful

Worst customer service ever!

Just rejoined TalkTalk as unhappy with Plusnet. Already having problems contacting TalkTalk CS with their systems continually down and poor english. Tried contacting today and then got cut off and then couldn't make calls on my phone for about 40 minutes. Then tried 3 times on mobile but got cut off as soon as went through to operator, 4th time spoke to CS who said try tomorrow as "systems down". Last week I had similar "system down" problems when calling about problem for my mum. Also current problems with their online chat and email service. When out of contract will not go back to TalkTalk even if cheaper as not worth it. There is a world of difference between Plusnets good system and TalkTalks terrible one.

Nightmare of a Company, Do NOT Join Talk Talk

I joined talk talk for their broadband package including phone and TV. My service was due to start on the Friday and no broadband! The rest of Friady and all over the weekend I spent an inordinate amount of time on the phone to their ,
'Engineers' offshore, fobbed off by people Who didn't know what they were on about. BY Monday I had enough and rang talk talk t cancel the contract as within the first 14 days. I was told there would be no cancellation charges and fortunately
Because I hae a Truecall system I have an audio recording of that call. Next talk talk tried to take £130 out of my bank, I called biling who said although wrong they cannot change bill nice set up and to cancel DD. Next a barrage of calls and emails saying I oe talk talk money and they state there ARE cancellation charges, I have reminded them that THEY failed to provide a service AND agreed to cancellation and so it goes on, I have told the I will happily take them to small claim
Court. Don't think if you agree anything with Talk Talk that it will be honoured or even recorded on their system. A disgusting attitude to customers, simply the worst cmapny I have EVER dealt with in my 57 years. Join Them At Your Peril

Aura Topp found this review useful

worst customer service ever

Do not sign up with this company! I have had nothing but problems. I can not manage my account properly as they misspelt my name and ever time you log a fault witch is often the system is down so you end up calling several times for them to run tests against equipment that is completely dead once there system is working.

Aura Topp found this review useful

Dont be fooled by the percieved value

Talk Talk were fine till we informed them we are moving home, they couldnt find the address on their database as it was a new house, & told me to register it with Royal Mail which I duly did. After a week I again asked Talk Talk if they could find the address, & they couldnt, so told me they were escalating the problem to manager level, & told me someone would call back after a couple of days. No one called, so after another week I looked at other providers, both EE (ok) & Plusnet (wanted £78 up front) could find the address & offered installation appointment. I again called Talk Talk to see if they could find address, they couldnt. This is when the problem started. I told them I was cancelling my service with them on dedicated option on menu. They put me through to customer loyalty, & told me they were again escalating the complaint to manager level, I told them this had already been done & again I wanted to cancel the service, they gave me abit of runaround & said I couldnt cancel as The contract expired in July. I told them they couldnt provide a service so THEY were in breach of contract. They told me I would have to pay till the end of the contract period. I told them I would pay till the day I moved as they could not provide me with a service, I again was told I would have to pay till the end of contract period. I said I was cancelling the DD & said goodbye.

Aura Topp found this review useful

help

i hate my job........................................................................................................

DO NOT USE TALK TALK - CON MERCHANTS

Endless problems with talk talk over the last 6 months, had over 5 engineers to house and every one has been incapable of solving the problem of minimal speeds (0.5mb!) and unstable connection which constantly cuts out.

When first sold talk talk over phone mid september they said we would have internet 24hrs after receiving router. A few days later engineer came to activate line but no router, then received later saying wed have to wait a further 21 days!! then a further 72 hrs etc etc and we did not have working internet until end of october! BUT few days later line went dead!! so still not internet well into november. This is only the beginning, since then numerous engineer visits, apparent faulty routers, new wiring, new sockets, list goes on. It is now the end of february and we still experience these problems.

icing on the cake - needed to speak to engineering team, technical support said they could not put me through and asked me to phone back using the same options i had used before (i told him this and he thought i was wrong). Phoned back and got through to the same technical support team! wasting another fifteen minutes after being put on hold etc. USELESS - I COULD DO BETTER AND I AM A GIRL!

TALK TALK ARE INCOMPETANT, barely understandable on phone once you get past the automated systems. Even the managers are useless. They are absolute CON MERCHANTS PLEASE STAY AWAY!!!! This isnt even half of the story. Be warned.

By distressed third year student - unable to do work half the time as internet barely works.

Aura Topp found this review useful

pretty much okay and great value for money

kwell I was on sky ditched then , orderd a brand new service from talktalk they took the existing line over issued me a new tt number which had a totaly different prefix as do virgin and sky mostly than local bt wholesale numbers , all went on all good on time , I signed up to essentials and then added a boost for more data , then added mobile and international boosts in the next few weeks , I did notice my router was signal dropping I called got through to a call centre in manilla in the phillapines but the guy was clear and understood him perfectly he did something on his side and changed my router frequency , problem sorted and from calling to ending it took 5 mins , 2 weeks later I broke my router my fault i knocked it over so a call to talktalk I fessed up said it was my fault and to my suprise the lady I spoke to said to me thats fine we will replace it free , Then she looked at my account and said the package you are on and boosts your paying too much and did me a deal of all deals upgraded my account to broadband plus with unlimited uk calls including 0845 0870 and got the 500 mobile mins now 1000 boost and the international deal all for £24.75 a month no one can beat that , so months go by all good no probs until one day I get a welcome call from talktalk for a random person I was like no im not him but I am on talktalk the lady was miffed as she says the numbers are predialed on her screen , we both laughed it off and thought nothing of it , then with in 24 hours getting messages off people asking why im not picking up my land line I picked up my phone theres a dialing tone all in order as it seems , I called my mobile then saga begins I seen the number on the caller display , it wasnt my number ,

This is now where talktalk starts to become a problem I had to call them repeatedly to resolve the issue as I twigged by asking in my flats as we live in a block of 15 it was a new person who had recently moved in , the openreach engineer had managed to swap our lines in the junction box outside our flats , but try telling that to some one in manilla they basically couldnt digest the issue and also the same time I was waiting for a brightspark to install my youview never showed up , so by monday after ringing customer retentions kicking off demanding to end my contract again fobbed off saying it takes 3 to 5 days for a manager to deal with a complaint , still stuck with someone elses phone n bb service and they have mine , basically talktalk blaming open reach so I finally get a call off open reach this rude guy , when I told him the issue he was saying thats not my job you need a home visit im an exchange engineer ring you provider and make an appointment , so im ready to tear my hair out not , so I finally rang talktalks head office left my issue and complaints , then I get a guy call me to say he is from the dheif executives office and he is personally dealing with my account , finally we got to the bottom of it , yes it was open reaches fault not directly talktalks but the issue is talktalk and openreach have a very poor communication system as the bt guy when he come to my house explained , the work blind with just a job number and no line or work info theese errors especially buildings with multipul lines going into the building sometimes the cant figure out whos is whos because they just dont know unless the number is given on the job sheet talktalk dont due to customer privacy but a huge ball ache for the engineer , after 22 days I was back up and running with my own service and I negotiated 3 months free service as a £75 credit , so if you have any major issues ring talktalks head office and ask to speak to the cheif executives office they are the powers who be , but on that note I am happy with what I have and when my sister moved house and told her to get talktalk for the prices and deals shes never had an issue her self apart

apart from that line switch blunder I never had no problems

Latest Score:- Virgin 1:TalkTalk4. ( A rather verbose Review)

Having recently dumped Virgin for constantly upping their package charges and hitting me with outrageous phone bills, I decided ( after some serious research) to switch to TalkTalk. This caused a big problem, not because of TT but with Virgin. ( I will write a seperate review about Them)
I have read hundreds of negative reviews about Talktalk and agree there is some justification to some of the complaints . This is my experience of TalkTalk so far:-
I called TT sales team and asked them to outline in detail exactly what I will get and exactly how much I will pay. I also asked specifically about additional and/or hidden charges. Having satisfied myself about what I was going to get and how much it would cost, I then questioned them about technical issues such as upload and download speeds, ping/latency (important if you play games online). I was assured that, TT had a new line into the exchange which was only 400 metres away I should get close to the advertised speed (14Mb) Having read various reviewers complaints about low speeds, I questioned this and they replied that the least I would get would be 9.6Mb and the max would be around 20Mb. (20Mb with TT. Nah!) They also told me that I would need a new phone line and I would have to pay a connection fee ( fair enough!). I told them I would call them back the next day and ended the conversation, declining to sign up there and then. (Important!..never sign up after the sales pitch). I then did my research ( very important) to verify their claims. I checked Speeds in my area, checked the location of the exchange and talked to a few people I knew with a TT service. That done, I signed up and was told they would sort out the switch with Virgin. ( No they did not!)
I was given a date for the engineers to call to connect the new line. They arrived bang on time only to find a fault on the line. Got to give those guys credit, they were up and down the street, crawling about my basement and all sorts trying to find the fault which was traced to a break in the line under my neighbours house. ( What nitwit put it there?) Problem solved, they connected the modem which had arrived in the post a few days before. I was given an activation date and sure enough my service went live bang on time.
As I had signed up for TalkTalk Plus, an engineer then came to install the YouView box. Again, this occurred bang on time and I was up and running with no problems.
My Talk Talk experience a few months down the line:-
Initially my Download speed was around 13.5Mb, Upoad 0.8, ping 123ms.
Then I twigged that, as I was using the WIFI connection, the system thought there was a fault when I turned it off and reconfigured for a more reliable (slower) connection. I connected the PC to the modem with a cable and within a day or so the speeds stabilised at about 18.5 Mb ( I got 18 with Virgin cable). the upload remained at 0.8 ( below national average) but the ping went down to 50 - 55 ms which is on the borderline for online gaming. Once I did that, the speeds have remained stable and despite claims that TT choke the speeds if you use P2P Torrents at peak times, downloads were very stable.. not quite as fast as Virgin but a heck of a lot more stable and consistent. TT Essentials are subject to this but TT Plus operates a 'fair Use' Policy. One BIG plus is that I was still able to browse during a Torrent download whereas with Virgin, this was impossible.
I'm altogether a Happy Bunny with TalkTalk so far with the following reservations:-
* They did not ( as promised) organise the switch with Virgin which caused me a bit of hassle.
* I could not for the life of me activate the free LoveFilms subscription which was useless anyway since it was not viewable through the YouView box.
* They were a bit cheeky charging £50 for the Engineer to install the YouView box as it only took 10 minutes and could have been done easily by a 12 year old with learning difficulties.
* They did not make it clear that you cannot record On Demand programmes. This is a technical limitation of the YouView box which I only discovered when I read some online reviews.
* They did not tell me that people would laugh at me when I told them I switched to TalkTalk.
* You will need to be sitting on top of the exchange before you will ever get close to 20Mb speed.
Comparison:-
Virgin: 18Mb download, Horrendous, phone charges, Limited Freeview TV..
(Ave) £65pm including very modest phone usage. Charges constantly being increased. Torrent downloads unstable and slowed down browser.
TalkTalk:- 18.5Mb, Free Calls, Free YouView TV. Fixed Cost £31pm.
Very Stable connection and Torrent downloads did not slow down Browser.

To some of the negative reviewers:-
It's a bit mindless to complain about low speeds if you are miles from an exchange.
You'll never get TV streaming with less than 5Mb connection. (See above comment)
Equally mindless to whinge about poor online gaming when a quick Google search will tell you your latency is too high. (You need minimum of 50ms)
Many minor technical problems can be sorted quickly online by logging onto the TalkTalk Forum.
ASK QUESTIONS AND DO YOUR RESEARCH FIRST!

Altogether quite happy with My TalkTalk Package.
Just hope it stays that way so I don't have to learn Urdu to talk to customer Service.

Not given a chance to Talk Talk

Just of the phone to these cretins "If wit was a sh#t, they would be a prize t#rd" , details came through for some person in my address, and a letter from BT saying that they were sorry to lose me, 30 sec call to BT sorted out my end. Trying to stop mail coming through to my address a whole different kettle of fish. After speaking to cretin number "in customer service" employee of the month goes to the woman not UK based who asked for details and then of the account. I said the persons name the envelope came through with and she then said you are not this person, I said no this is my address stop sending mail here. She then said on my system is down you will need to call back later. I said I ain't calling back you write the details down and sort it when your PC is working. I cannot do that I am not allowed to, I said ok let me speak to your supervisor, I can only do that if there is a problem. I said there is and its me, so let me speak to the supervisor silence .. I said hello think I had been transferred. I can't be helping you PC not working, I said again ..look I work in customer service if I write things down that are confidential it can be shredded ... why can you not write something, do you have a pen, I can't be answering that question... end of call arrrghhh... call 09.29am this morning and Talk Talk like I said on the phone I am busy have things to do, if I have to call you again I will charge my admin fee of £25.00 per call

Aura Topp found this review useful

It's a war of atrition

Having never had a problem with a BT landline these guys managed to mess up my 73 year old mothers phone line within 2 weeks.
I then phoned to resolve the issue - I won't bore you with the details, but alllegedly they have the 1 1/2 hour of phone calls recorded.
I can only assume that they rely on you hanging up.
Two of their favourite phrases are 'Ok'' and 'I will just put you on hold'
Do not, in any uncertain terms use this service

Dave Haggis McHendry and Aura Topp found this review useful

AVOID AT ALL COSTS

Have had problems with my sky broadband recently and moved to talk talk. The day I ordered talk talk, I reiterated I needed smooth switch as I work from home. I was reassured numerous times it would be. I was told a new line would be installed as part of deal.18£ a month for a year.so I took it.was due for connection on 19th feb, few days ago.on Sunday 17th I receive email that advised me to set up my online account which I did.once on it, it said my router be with me 4 days before connection.well, it was only 2 days to go so i called them. A lady told me that I wouldn't recieved my router until a confirmed appointment was made.( I was given one when I ordered!). I told her i had one. Her response was that there was a delay by BT as they were installing a new line and they were working out how to connect me, was exactly as she said it. I asked why I hadn't been notified of delay and she simply said 'I'm sorry''. So I asked to cancel as not been activated yet. Out through to cancellations team.a guy came on and said all was ok and I was being installed on 19th. I told him what I was told by previous woman and he said he would double check and be 2 minutes. 10 minutes later on hold a different man comes on and says exactly same as the first woman did. I asked to cancel. He said this was standard procedure for a newly installed line. I said I was reassured i would be switched smoothly regardless of a new line or not. I asked how long it would take to get connected and be said 'to be honest i am not sure'. Apparently engineer on 19th was going to assess my property. So i cancelled and went to BT who have assured me that from august fibre optic broadband is available and will be transferred free of charge and will pay no more than what i am now.I've been warned about talk talk before and wish ii had listened. Absolute shambles of a company who don't know what they are doing. Avoid at all costs.

Rubbish customer servivce

Have been with talk talk for years and had no problems, v happy with service.
Recently had an issue where an engineer that talk talk sent out drilled throiugh the wire of my other talk talk service. Engineer came out an noticed straight away previous engineer mistake.
Talk talk waited 2 months then charged me £50 for this when it was their mistake.
Then after rinign various times and discussing with at times unapologetic & rude staff
I was told that it was my fault so would be charged for this!!!

Aura Topp found this review useful

almost perfect

I recently koined talk talk rather weary about what service i would receive as you only ever hear of the things they have done wrong and not what has been done as described. My speed is 11meg so 3meg faster than my estimated speed. No serious problems atall. Would have been 5 stars if it wasnt for the fact that if you are downloading a large file durin peak times they will slow the download (it does state in the t&c this will be done to ensure best service poss to all customers)

Talk Talk phoned me & offered me fiba for only an extra £5 amonth dont bother they do not turn up do not phone or text you

They made an appointment with me toup grade as I have been with them for a number of years, because my internet is so slow. we gave the a date. they sent us the new hub sent a text 2 days before installation. I had to have a day off work.they booked a time between 1300 & 1800. waited in. No one turned up, phoned the call centre at 18.30 they said the enginee may be delayed & will be with me. No phone call back No text so phone back & waited approx 45mins on phone to the call center tobe told sorry there is a fault on the line. phoned back next day said they had book me in at a time that I could not make thank god I cancelled the contract the call centre told me that they do not have a phone number for there engineers.can you believe that.after complaining they put the phone down on me twice.

It used to be good but now.. their customer service is a waste of time, plus the engineer didn't turn up, no phone calls no apologies.

I have been with Talk Talk for several years and up to now I was very happy with them. About three weeks ago, I have contacted them to notify the lack of broadband speed lately and they have offered the Fiber Optic, (during the conversation the line went down and I had to call and start again with another sales agent).
They fixed an appointment with the engineer, and they told me I should call them if the router didn't turn up 2 days before the appointment. No router, and I wasted 2 hours with their useless Call Centre in India trying to communicate that I had no received the router or anything else in writing regarding the new installation. I was I have been with Talk Talk for several years and up to now I was very happy with them. About three weeks ago, I have contacted them to notify the lack of broadband speed lately and they have offered the Fiber Optic, (during the conversation the line went down and I had to call and start again with another sales agent).
They fixed an appointment with the engineer, and they told me I should call them if the router didn't turn up 2 days before the appointment. No router, and I wasted 2 hours with their useless Call Centre in India trying to communicate that I had no received the router or anything else in writing regarding the new installation. I was passed to 4 different departments and every time I had to start to explain everything from the beginning. In the end they confirmed (verbally) that the router was going to arrive before the engineer. On the day the engineer didn't turn up, neither the router. I had no phone call or emails, just wasted 5 hours waiting. I tried to call, but every time I got through somebody, the line went down and nobody called. Eventually, 2 hours later, I have managed to get through somebody that promised to call the day after to explain what happened and fix another date for the installation. No phone call was received, instead I have received an email two days later with a new date. No apologies or explanations.

MISTAKE AFTER MISTAKE

We have tried to cancel our broadband as moving abroad but they cannot seem to understand as i month later they are still billing us and even though they agreed we cancelled and gave them the correct notice they cannot get it right. THE WORST CUSTOMER SERVICE I HAVE EVER HAD TO DEAL WITH. INCOMPETENCE IS TOO POLITE A WORD FOR THIS AWFUL COMPANY!!!!! PAY THE EXTRA AND GET BETTER SERVICE IT IS WORTH IT!!!!!

really, really BAD! complete waste of time!

Placed an order and the first availible instalation date was in a month time. Thought 'fine, don't bother me'. Paid in advance for a whole year for a line rental and obviously expected everything to be done on time. When it came to the instalation date no one turned up, no one rung that they're running late or they won't be in. When I called cust service they couldn't explain why and what happened. Emailed me two days later that I can go online and re-schedule my instalation which was another two weeks further. What a lot of cra..p.. So I emailed them to cancel the account and asked for a refund. Got a reply saying that everything has been sorted and should take an effect in 24-48 hrs. After this still no money in my account so had to chase them up again so they asked me if I would prefer cheque or direct transfer to my account.. After all this they said I have to wait around 10 working days to receive my money back. WHAT A WASTE OF TIME AND MONEY! DO NOT EVER GO FOR TALKTALK!!! WORST COMPANY EVER!!!!!

THE WORST COMPANY I HAVE EVER DEALT WITH

Read all the reviews and you will have an idea of how poor this company really is. The same issues experienced over and over again with no sign of it getting better. The worst broadband service, the worst telephone service and the worst customer service. I am surprised they are still in business. It's the cheap offers that lure you in but they are cheap for a reason. If you waste your time and money (and believe me you will be on the phone to them more than not - if your phone works that is) by signing up with TalkTalk it won't be long before you are writing the negative review. STAY AWAY!!!!

Do not get broadband from them.

My internet has been going off for about 4 months. i get 30 seconds of broadband, and not only broadband, its not even half the speed it's supposed to be. well anyway, i enjoy the 30 seconds and then BAM!- it shows "Limited or No Connectivity". i wanted to say its not my PC's fault- it does the same at the same time with laptops. i checked absolutely everything. They said that the BT is changing the fibre- what a load of crap. Customer service- even worse. they can't call you back even though you give them your number 3 times.

Better than expected

I decided to look around for a better broadband deal and kept coming back to TalkTalk. I run a business from home so needed the TalkTalk Business package to ensure bandwidth and improved upload speeds. TalkTalk were offering an unlimited package for what seemed too low a price - a third of what I was paying at the time so, despite the poor reviews, I decided to take the plunge. I had to make sure the switchover took place after 5th February because my contract didn't end until then and I would be saddled with a fee if I switched before that. TalkTalk were very helpful and organised the switchover for 7th February. As I work from home I was concerned that I wasn't offline for too long when the switchover happened but I was assured there would be very little downtime. As promised it was seamless, although it did take place during the day rather than at night, which is when I was told it would happen. However, as soon as I realised I had lost my broadband connection at about 1.30pm I assumed it had switched so put the TalkTalk details into the router, restarted and was straight back online. With my old provider I was getting around 6.7Mbps on average. TalkTalk told me I should expect to get around 7.1Mbps with them, so not much difference really. I'm actually getting 10.5Mbps so am very pleased. So far, TalkTalk get the thumbs up from me.

Customer Service

Truly the worst customer service I have experienced.
The service is good value, but if you have to phone for support make sure you have a lot of time and patience!

simon found this review useful

Terrible terrible terrible

Well the slow Internet connection and the fact I cannot get a decent person to talk to has driven me over the edge. Recently our phone line outside broke, we did inform talktalk about two months ago about the line looking very weak and pretty much asked them to come sort it - after all what am I paying for if they can't fix it? We tried for weeks until finally the line broke. Now left for two weeks with no phone line - very dependent as my elderly father relies on our phone line to be free to contact us. We've had nothing but trouble, everytime we ring we get told not to worry and that the engineer will get hold of us in good time. First we were told within 48 hours, then it went up to 72 hours and now every time we try and get in touch, it's the same story.