Recently our internet has been so unresponsive that we're thinking of changing providers. My phone takes half an hour to connect to the network at times and my computer has 'limited access' at least 4 times a day. When it does work, it's fine, but often disconnects at crucial points. Youtube videos don't even load in the lowest quality and it took an hour just to download an itunes update the other day!! Absoultely sick and tired of this company!!!!!!!!!!
Your web guard was making our site as infected, funnily enough Sucuri ( who have direct access to all site files) and our host ( Large UK host) couldn't find any issue, nor could any other web guard program.
We ran a check with google ( ad words team No infect or threats detected)
I rang your customer support team , " Our web guard what ??" was there reply
" our lab team ?? i dont think we have one"
After finding out we had a business line with talk talk I thought I might get some more help. Not to be the case , the very annoying person I spoke with simply pushed me back through to residential. 3 times he did that before I gave up.
Very poor customer service when we had a fault , 10 days after accepting the fault stated " there is no fault".
Last but not least the internet speed tester , on 8 out of 10 occasion the connection was to unstable to download the download file and so failed. There is no way to report this, only tests that complete = only s a fraction of the picture being sent to tech support.
POOR ISP Would never ever use
Didnt they used to have another name >? wasn't that company equally as bad
Gaelle Comte found this review useful
We had Talk Talk phone and broadband and it was ok-ish but slow, so we thought we would upgrade to fibre LARGE! I so wish I had not bothered, we have had terrible problems with slow speed, no speed, faulty routers, two engineers that took up 4 hours of my time and scratched their heads, called India every month with the same old routine, and now that I can get the amazing speed of 17-20 m (they advertise up to 76m for my package), until 8pm every evening when it drops to 0.25m OR LESS!!
When I asked for a full refund of the £15 I spend every month on the Super Boost package they flatly refused, but told me I would get a good deal if I took their You View which would save me money, as I would not have to pay Sky! The next step is the only option which is some kind of legal action and to switch as soon as possible.
Gaelle Comte found this review useful
there customer service awful, accounts awful, internet service awful, Technical support awful. I can not think of one department that has been any good. except for one and that retentions, were I ended up because I finally had enough with them and just wanted to cancel.
If I was to explain all the problems I have had with this company it would not fit on the page. so I am going to bother, just letting every body know what this company it about so you don't make the mistake I did.
Gaelle Comte found this review useful
My grandmother hasn't been able to use the internet for 6-9 months now and I've spent more than 6 hours on the phone from my mobile as I live a 120 miles away just trying to get this resolved. I have also complained 3 times in total 2 phone escalations and 1 e-mail witch was also reports a breach of data protection, this was more than 2 weeks ago and still no response LOL. she has only just had a so-called engineer out who was unable to fix the issue. As of yet they have not credited her account back anything for lack of service and I am fuming. I think the office of the information commissioner is going to get a letter soon, off-com as well and lastly a court claim. how dear they treat my grandmother and me with contempt like that time to come down on talk talk like a ton of bricks!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.
Gaelle Comte found this review useful
Talk Talk. What a load of s**t. After several calls over the past few months changing my wifes name and adding me to the account they still havent listed me or changed her name. Every time the same poor excuse, from a scripted broken english operator. Today was the last straw. After calling regarding the broadband upgrade the same thing happened again. It took 20 minutes to sort out the same old problem. With enough being enough. After another 10 minutes of arguing and not excepting their empty apologises i finally got to cancel the account. Do yourselves a favour people pay a little extra for BT or SKY.
Gaelle Comte found this review useful
I was quite pleased that my broadband transfer went without a hitch but it was too good to be true. They failed to set up the direct debit in time for my first payment and failed to tell me there was a problem. I notified them there was a problem and the thanks I got was a charge for non-payment and accusations that I had no money in the bank. I am not concerned about foreign call centres generally but it is unacceptable when their english is so stilted that you just cannot understand what they are saying. I am now going to issue a court claim to recover the charges on my next bill. I always get my money back that way if a company is unfair.
Gaelle Comte found this review useful
I tried to terminate my contract back in August and when I rang up to do so they convinced me I might as well wait until my contract expired end of september as my final bill would be less than the termination fee. So i did that. They didn't tell me that my account wouldn't actually expire with the end of my contract, and they have billed me for a service I haven't even used since August. They have records of this and they actually disabled my broadband and phone line for the last month because they convinced me to try and get the new tenants to join talk talk, which they did.
Now I have tried to dispute the bill, spent over an hour on the phone to various advisors today, spoke to about 5 different online chat advisors, all useless, finally got through to a manager and got disconnected. At every stage they tried to sell me something rather than being concerned about my complaint.
Awful and very very frustrating. With Virgin Media now, reccomend them over talktalk any day, faultless internet, Tv and customer service so far.
Gaelle Comte found this review useful
I have had an absolutely awful experience with Talk Talk. I should have know that it was going to be a hassle with them, as I had problems from the very beginning! I recently spent all morning on the phone with them over an issue I had and spoke to four different people. I asked to speak to a manager because I felt my issue wasn't being handled properly by the customer service team and I was also being told different things from different people. I was absolutely horrified that the customer service experience he provided could be even worse! I did ask to speak to his manager and make an official compliant, but he refused to transfer me. He said he was my last point of contact.
My recommendation is to stay away from Talk Talk. It just isn't worth it an they are really not that much cheaper than anyone else in the market.
Gaelle Comte found this review useful
DO NOT EVEN CONSIDER THIS COMPANY. I paid a year in advance on 21st September it is now 16th October and my line is still dead! After a Useless visit from their 'Engineer', they have not been able to activate my service yet! Their Engineer came in and spent an hour only to say nothing is wrong with the connection and its the responsibility of 'TalkTalk' to activate it remotely. When I called there pathetic customer service they turned me to their unbelievably rude 'customer loyalty' department who threw me over to their technical department who contradicted their Engineer by saying their was a fault with the connections! When I requested a cancellation and full refund as the Service is still not working, They told me that there system showed my account as active which means that I will be charged if I cancelled!!!! I'm still being given promises and delays day after day. NEVER EVER AGAIN... YOUHAVE BEEN WARNED!!!!
I had a problem with broadband connection when we moved to a new flat. There was no dial tone when we plug the phone in. I reported the problem and I informed them that the problem might be because of the socket. After almost three weeks of waiting, the engineers turn up but unfortunately they don't even have a clue of how to fix it. They told me that they have to pass this case to a senior engineer or BT engineer which will take a couple of days. Therefore, i decided to change the service provider to Sky. Same thing happen after the line go on live i still can't used the internet and there was no dial tone. I chat through online service and reported the problem (Thursday night). The next day their technical team called me back and book an appointment for me on the following day. Saturday morning BT engineer came and within an hour everything was fix. I can't believe 3 weeks of waiting for TalkTalk, Sky can fix it within 3 days!!!
Btw, before i left TalkTalk they promise me that they'd refund me my last payment because i didn't get a service but of course it just a promise! until now i still haven't receive my refund money.
After issues with our connection repeatedly dropping, I went on the online help/chat after lunch today & they said it was something that needed to be sorted over the phone, so booked a call for this eve on their site.
My mobile only rang twice & stopped before I could answer it, then our landline rang within seconds, again 2 rings only before ending. Extremely poor service.
The worst thing was, when I picked up the phone a short while ago their `customer service`? had some how left a 1571 after only letting it ring twice, asking ME to ring them back from my mobile!
Seems like as well as providing poor customer service, they may be making a bit extra from incoming calls. NOT a happy bunny! !
update- 12 days this has been ongoing. New router,cable,filter supplied a couple of days ago & hasn't made a bit of difference.
Speed? lol has dropped at certain times to 307 kbps!!!! I'm lucky to get 2 mbps for more than an hour.
This has got to be the worst ISP on earth.
talktalk? Don't make me laugh......walk-walk (to a provider that provides)
Update (5 weeks on)
After contacting the CEO, who passed it on to a manager, we now have a decent 6-7MB speed. Lets hope it continues!
Beyond a joke! My pensioner mother has been waiting for almost 8 weeks to get phone connected. Had 2 dates given to us when this would happen and twice we have been let down. Impossible to get through to anyone in customer services who can help us to get it sorted.
I have been a Talktalk customer for a few years. I didn't really have many problems until I added the TV package to my phone and broadband. The TV drops out constantly (often during the climax of a film or the part of a program where a crucial part of the plot is about to be uncovered). The internet is very slow too - I sometimes cannot connect my Wi-Fi in the house however I can connect to my home wi-fi network whilst in the supermarket across the road! Bizarre!
Now I am moving in with my boyfriend. They tell me I have a choice either pay £460 in cancellation fees (HOW MUCH!!!!) or pay for Talktalk to be set up in his home. I informed them he already has a Talktalk account which I will be using so I do not need a second account there. Their response - we will set up your Talktalk account in another room so it will not interfere with your boyfriends service. I said that kind of negates the point of me moving in with him if I am going to pay separately for bills and watch TV in a separate room to him so no thanks. They tell me there is no other choice! Surely there must be some provision for moving in with some-one who already has an account - it's not even like I am taking my loyalty elsewhere! Why would anyone pay for two Talktalk accounts at the same property?
Can't wait to be out of this contract and find another provider. At least with SKY I got to see the end of my films!
4 months to install a wifi system and it still does not work. Over 200 pounds in telephone calls to the call centre in the Philippines, one cancelation of the order for no reason, endless promises, every promise in the worl with not one single successful action, blaming BT for issues in the local telephone exchange when at lest 3 people in my road have talk talk, takes 3 hours to find out how to complain on the website it is so artfully hidden, phone customer complaints and they are even worse than the sales department. This has to be the most pathetic company on the planet. I get better service in the middle of Africa where they do not even have electricity! Shameful why doesn't OFCOM or whoever oversees these companies close them down. Pathetic, useless, chaotic, deceitful, liars, incompetent and I could go on. No wonder they give 6 months free service it obviously takes that long to install something that Virgin did for me in 4 days.
The worst ISP I've ever encountered!!
Internet is constantly dropping off, even when it is not peak time.
Tech Guys haven't got a clue, literally follow a computer prompt and if your problem does not fit into the categories on their screens, you're screwed!
They can send an engineer out but it'll cost you £100 if they can't find a fault (which is probably unlikely as they don't seem to know which way is up)
We thought we'd leave them but when we called up to cancel they promised us an upgrade at a cheaper price and better speed. Knowing our poor history with them we asked if there was still a problem could we cancel the agreement and we were told that we could as there was a 7 day 'cool off' period.
Low and behold, the same problem occurred less than 24 hours after receiving the equipment but this time the intenet wouldn't come back on at all!!
We called up to cancel the policy as we hadn't had the equipment 7 days to be told that as soon as you use your equipment it cancels out the 'cool off' period!!! I can't believe that we were purposely given wrong information when we called to check if there were still problems that we could cancel!!
A morally bankrupt company with terrible customer service, terrible technical support and an absolutely terrible product!!
Steer well clear X Factor viewers!!!
I paid a year in advance on 4th September it is now 5th October and my line is still snap crackle and pop. I took a day off work for the installation engineer to arrive then the day before it was cancelled, then another day off work for engineer to solve problem this time engineer arrived but couldnt fix the problem. Talking to them is a complete waste of time they promise and guarantee to solve the problem but it just gets passed from department to department. i have recieved about twenty texts from talk talk all of them contradict each other, it will be sorted in 24 hours, problem will be sorted in 72 hours, engineer will contact you, contact technical team to arrange an engineer, we are checking your line for a fault, and so it goes on, and on and on.
Ken Elrick found this review useful
I sold my house, cancelled the phone and moved to Australia. Will talk-talk take my secure email to that effect that as sufficient reason to cancel my service? No. Customer service (note ironic title) "do not have the tools" to process my information, so I must ring a "customer loyalty" team (surely they must have some wishful thinking there). I wonder why ... These people do not come from a planet where the customer is right, they should be moved to a planet where scamming customers is accepted.
A TALE OF WOE
The saga I write of, started back on January 7th when TalkTalk Mobile sent me a bill for four times what it should have been. I closed the account and with great reluctance paid the bill on the same day, to the full amount they claimed I owed.
This was the start of what can only be described as a protracted exercise in harassment against me by TalkTalk .
On the same day I changed to Tesco Mobile. Very friendly people, helpful to the last and naturally asked me to get the PUC code from TalkTalk, which they duly supplied. The reason for this request is that I wanted to keep the same number. What was given by TalkTalk turned out to be a fiction, a non-PUC that did not work and the money I paid Tesco was lost. It is understandable that I mistakenly believed this was Tesco's fault. So, even with a protracted visit to a Tesco main store to resolve the issue, after a month I was still without mobile access.
I then decided to change to Virgin Mobile. It was now the beginning of February.
Here it gets really interesting.
Virgin Mobile told me the PUC I gave to them was not one that was recognised by any Mobile Phone Service Provider. Something shady moves in the undergrowth!!
Nothing daunted, Virgin got to work and within less than half an hour were able to resolve the issue and opened an account for me.
Happy Richard, back in mobile-phone-land!
Sadly, the letters and demands for payment continued from TalkTalk, despite the fact the account had been disconnected and I was no longer a customer. Not only had I closed the account, I also had the dubious pleasure of a letter from a Credit Collection Agency.
By this time other costs had been added, and the monthly bills had become eye-watering. When I informed the Collection Agency of the true situation - via my legal representative, of course - they lost interest. This barrage of harassment continued until I finally, after many letters, emails, texts and phone calls, I contacted their CEO.
A very nice lady, his PA wrote to me. She had investigated my complaint, lessons would be learned and agreed that I had been treated in a less than professional manner. She also agreed to pay a teeny-weeny bit of compensation, which I received on the 19th June - for harassment.
A very happy Richard - you think?
That was not the end of the matter. Since then I have been subjected to weekly and sometimes daily demands for payment by phone, text and mail for this mysterious 'account overdue', which they admitted, in writing, I did not owe.
On Monday of this week, I discovered that TalkTalk had blocked my telephone number, that I was unable to send or receive text messages, that I could not receive calls and my phone was less than useless. I phoned them to ask for an explanation and found myself disconnected once they learned who I was . As recently as this morning, I phoned a total of four times. I also phoned the very nice PA who had been so helpful, but she did not respond to my call. I must stress, that at all time I was the personification of politeness.
The staff at Virgin Mobile tells me they have never heard of anything like this, although friends to whom I've spoken have their own horror stories to tell of their experiences with TalkTalk.
It is now the 1st October, nine months later.
I have thrown in the towel and asked Virgin to give me a new number.
This means I lose the cherished number that is on all my cards and stationary. Virgin tells me the new number will arrive in a day or two.
Mobile phone companies that treat their customers in such an illegal and contemptuous manner need to be taken to task and exposed.
Ken Elrick found this review useful
Hi, I wouldn't recommend using TalkTalk because when I swopped over from BT there was a very long wait until my line was changed over, they messed up my first four bills,the internet is throttled to the max and they slow your speed down to an average speed, the routers are rubbish (mine decides periodically to shut down whenever it feels like it), the customer service is so unfriendly I don't even bother to phone them any longer and the 18 month contract to have just 12 megs broadband speed is too long.
Ok, so it says I should write this review as if I'm speaking to a friend... Here goes....
What a bunch of absolute c##ts.
This company is the most devious I've come across, and I thought amazon were bad!
After you cancel your service (they put the prices up and invited me to cancel 'without charge') I still seem to be getting billed for a 'contract breakage fee'.
I feel very sorry for those who have been fleeced by this bunch of wa#k#rs.
After you cancel the service and move to another service provider, Talktalk no longer recognise your phone number. Guess what, when you try to contact them by phone, their automated service requires you to enter your phone number. Of course this isn't recognised and you can't get past this stage to speak to someone. I had to call a different number and pretend I wanted to buy a mobile phone package. When I explained I wanted to speak with someone about broadband and phone, they put me through and once I explained I wasn't paying their charge and had them pinned against a wall, they actually hung up on me (and I was being polite!).
They don't answer their emails within what I would call a reasonable time (4 working days on many occasions) so I have had no option but to cancel my direct debit to stop the cu#ts taking money from me which is not theirs to take.
This company knows exactly what they're doing, and if this is what they do to earn money and pay their shareholders then the future is not very bright for them.
1.2 out of 10 from nearly 700 reviews really says it all!
Ken Elrick found this review useful
I HAVE BEEN WITH TALKTALK SINCE THEY TOOK OVER TISCALI AND WAS RECEIVING APPROX 4.65 MBPS OVER THE LAST MONTH MY SPEED HAS DROPPED TO 1.55 MBPS WHEN I COMPLAINED THEY DID NOT WANT TO KNOW THE PEOPLE YOU TALK TO DO NOT KNOW HOW TO SOLVE ANY TECHNICAL PROBLEMS YOU JUST BANG YOUR HEAD AGAINST A WALL I AM NOW IN THE PROCEED OF SWITCHING SUPPLIERS AND WOULD ADVISE ANYONE TO STAY CLEAR OF TALKTALK
Where to start.
Firstly, Speed checker on Talk Talk's website provided an absurdly optimistic speed estimate for my area (Hither Green, London) presumably due to a software error. I ordered their standard broadband package expecting a service fast enough to do all the usual things you'd expect from the internet in 2013, streaming HD video, having more than a couple of devices hooked up etc.
Anyway, we end up getting only 2.5mb down the line, the same speed I got on broadband a good 10 year ago. The house is in Zone 3 in London so geography can't be a problem, surely. Anwyay, we made the call to upgrade to fibre and arranged over the phone for an engineer to make the installation on 23rd September and my flatmate booked the day off work to be there for the installation.
23rd rolls around and no engineer shows up. Phoned Talk Talk and they say there's no record of anyone coming to make the installation and we'd have to rebook another appointment... the nearest one being 2 weeks away on 3rd October. Admittedly, we never received email confirmation of the engineer appointment, but the South African TalkTalk customer service agent in early September did confirmed the installation time and date several times over the phone.
Things get ridiculous here as the TalkTalk customer service representative then books me an appointment on the 3rd without waiting for me to confirm that that was ok. I'm in Germany with work that day so I ask her to change it to 7th October when I have a day off work. This was 10 seconds after she'd made the booking but apparently it was too late and I'd have to wait 48 hours to rebook a more suitable time. I made the point that I doubted the date I actually had available would be free then but apparently there was nothing she could do about it.
At this point, I'd had enough so I called customer services who said they could put a note on the file to make provisions for compensation/credit but that I wouldn't be able to phone and sort this out until the bloody fibre service was installed. The employee couldn't confirm the quantum of the compensation and the fibre's still not installed so who knows how much this will end up being.
then I tried to reschedule the fibre appointment 3 times this week via the TalkTalk website only to receive error messages that the service was unavailable and to try again later. Finally call the (premium rate) phone line to book another appointment and the earliest date available is now 11th October. What a surprise. So now I have to take a day off work in addition to the pointless day my flatmate has already wasted, adding up to c. £270 of missed salary/holiday time.
Long story short, save yourself the hassle and go with BT or Virgin.
Moved homes and called talk talk to move my phone and internet to my new address, upgraded to fiber and they said will send my another router.
After two weeks of waiting for the router to find out that they send the router to my old address even that I repeat the new address to them 3 times ....
Called them more than 5 times to request for a new router to be send ...and every time they tell me another story ...got fed up.
They made a mistake and do not want to recognize.
And they still want to charge me for the phone and internet that I didnt used ......
It's all in the one-liner. Broadband is unreliable. When you are finally out of contract you have to jump through hoops to cancel. Stay well away from them!
I used to have Virgin and they were much better.
Update 3 weeks later:
Oooh how it's been going on and on and on...
They cut off my line and wifi THE DAY AFTER I called to give my month's notice.
Cue endless calls, emails, and finally got someone to reply to me via Twitter. Close to a month later (I'm moving next week), nothing has been fixed and I "cannot get a refund because the cause of the problem is unknown".
Really? Well I know the cause: you're incompetent and would rather go to court than pay a penny to you - for the service I absolutely did not get: no internet, no phone and no customer service!
I wish I could give zero as a rating.
Since the end of August (it is nearing October) our internet has stopped working. This was firstly due to a faulty router and now the exchange where I live has been down. I received a message last night to say it had been fixed, but lo-and-behold it is still not working.
I spoke to the customer service team who, after some convincing, told me I wouldn't be charged for the engineer for problem number one. Upon checking my bank account yesterday when the money was due to come out, they took the full balance including the normal payment for the internet service we haven't received for one month.
I am appalled at the audacity they have to say one thing and do another. They have let me pay for a service they have not been providing and I was assured that the money wouldn't come out of my account, so I didn't cancel the direct debit. Even if I did cancel it I would get blacklisted, and so you see they have caught me in a catch 22.
Please let me leave talk talk and give me my money back. DO NOT GO NEAR.
The worst customer service I have ever known and very misleading on prices. It's all been detailed on this forum already, so no need to reiterate what's already been said.
What has not been mentioned as far as I know, is that for some strange reason when I changed to Talk Talk, I was suddenly receiving calls from Indian call centres trying to sell me things, when I managed to wriggle out of their misleading contract and changed supplier they stopped.
Ordered a Large SIM Only Plan on the phone through sales department was promised a promotional of double data received the welcome pack which stated only 2GB Data.
Called sales again spoke to "John" he advised to cancel that contract and sign a new contract through him as the previous one was not processed correctly, he repeatedly re-assured me that the welcome pack would be amended and the new sim card would be sent to me along with a welcome pack that states 4GB Data instead of two.
1 week later I received the "new" SIM card & Welcome pack to my surprise the welcome pack was not amended as the representative had falsely claimed. So i now have two welcome packs exactly the same but according to John the first one "wasn't processed correctly!"
I contacted the sales team today and asked to speak to "John" apparently there is no John!
I asked to speak to the team leader or Sales Manager, the sales representative was hesitant but eventually put me through to the rude Sales Manager "Liam".
"Liam" did not let me explain my frustration and kept speaking over me and claimed that we don't manually amend welcome packs, I stressed that the sales rep assured me that this would be done and made me sign a new contract by making me believe that the first one was not processed correctly and thus increasing his own sales figures for the month!
"Liam" went on to confirm that indeed the first one wasn't processed correctly even though they were both produced exactly the same. So who do I believe? Rude Sales Manager "Liam" or Deceiving Sales Rep "John" (if any of them exist)
"Liam" Also confirmed that it will only show up on MyAccount online, I told him its not showing up there either, I was put on hold then told it would show up in 14 days. (Can anyone get this right?)
Rather than putting me through the process of signing up to a new contract and lying about sending me an amended welcome pack and waiting for another 10 days shouldn't have Deceiving Sales Rep "John" just sent me an amended welcome pack? Or an email confirmation?
If this is how TalkTalk is going to deal with newcomers how do they deal with existing customers (I've been with TalkTalk 4 years, TERRIBLE)
I’ve spent 4 hours of my life on the phone bounced between departments only then was I able to file a complaint (reference number 1-000001-254696-0) which I wasn't to receive a copy of and when read out to me didn't contain half of the Information I called to complain about. When I asked to add more details to the complaint I was told sorry the complaint can’t be edited anymore and I will have to file a second complaint. What a joke!
I've been promised an amended welcome pack and the call has been recorded (for quality and training purposes) I still have the right to demand for one or a formal written apology from the "Rude Sales Manager", How difficult can it be?
I don't want to even think about what the mobile service is like knowing what I've been through and previously with my Broadband and Landline.
The Internet, Review Sites, Blogs, Forums and Consumer Action boards are piled with pages of complaints about this bad customer service. This will only be added the TalkTalk wall of shame.
I am currently in the process of moving house which I contact talk talk to infirm them of. Other companies like Sky or Virgin would simply terminate your contract not Talk Talk the give you another 18 months contract with an additional £5 charge! Absolutely ridicous!! I cannot understand how they are trying to keep customers by trapping you into a service that you may not want! ON TOP OF THAT THEY'RE INTERNET IS SLOW, TALK TALK BREAKS DOWN ALL THE TIME, WORST CUSTOMER SERVICE EVER!!1
IF YOU DO NOT WANT HASSLE AND STRESS I URGE YOU TO NOT USE THIS COMPANY, SERVICE IS POOR AND YOU CANNOT GET OUT OF THE CONTRACT!
(sorry for my spelling - Im russian)
I started TalkTalk in march'13 and everything was good before I just moved to a new address. To transfer my package took about 1.5 month. First- costumers service just hanged out the phone, then been told they will recall but never did. After 3 weeks I got my order but for some reason on new phone number NEW contract and just a voice package! I repeated a hundred of times that i need line just for broadband! In two more weeks and useless phone calls i've been told that it's not possible to connect the internet!!! transfering me to a countless departments I finely got internet included to my order which took another 2 weeks to go in life. Then when it doesnt I called again and after 1.5 hour talking I been told I have an old router so they will send me a new one but i need to pay for it but in the letter was said that I can get it for free. My english is not perfect but the only TALKTALK costumers service cant understand anything. I got some filing that they reading everything from the monitors but have no clue how to answer on "unexpected" questions. Finely after 3 month callings got connected but my internet is so slow as hell! Calling them all the time asking for an engineer but again after at least 1.5hours the only what i get it;s hopeless promises. They never called me back or text me msg telling when an engineer would come. Its 10 days since I asked last time...
Btw my download speed is less than 100kbs daytime and less than 50kbs after 6pm. My mobile 3g is even faster!
NEVER GO WITH TALKTALK!
I tired signing up as their deal was tempting. Had nothing but hassle. Told I needed a new line and number, when I questioned it they decided I didn't and could use my existing line and number. They confirmed in writing an activation date. When it got to the activation date nothing happened. I questioned it and was told that it wasnt going to happen because there was an issue with the service and I would need to sign up again. Despite even having the activation date confirmed. 2 hours later, randomly a BT Engineer turned up to install a new line into the building. Which I did not want and was told didn't need. Overall shocking, got lied to several times and still have no broadband or no end in sight. So have cancelled and gone with a proper company. My advice... AVOID
I can only concur with the other reviews on this page. DON'T TOUCH TALKTALK WITH A BARGEPOLE! Great promises, appalling service. What you see isn't what you get. I had the most appalling experience for several months when I first signed up to them six years ago.. After that it wasn't too bad. I looked at their YouView service and I was told that they had worked very hard at making great improvements in their customer service. Don't believe it. Incorrect billing, promotions offered but not given, loss of service, a wait of two to three weeks for an engineer, call centres manned by robots reading scripts who couldn't care less. If you LOVE stress you'll get plenty of it.
STAY WELL CLEAR.
James Harding found this review useful
Customer service staff are not willing to resolve issues or take any ownership of an issues. Even a simple matter such as "My caller display has stopped working" was met with responses such as.
- Thats a network issue I can't help you, and when pressed to be transfered or given another number was simply told to phone the customer service number (again)..
- Your phone service was ceased 2 months ago - odd when I am using it talk talk to you, and talk talk sent me a bill only a few days ago.
- I can't deal with it because I am going home now and am not at work tomorrow, but when I requested it was handed to a colleague, after a bit longer she said "oh I forgot I am in tomorrow."
- Call Customer services - err thats what I did, are you not customer services.
- When I asked to speak to a manager - I was passed to a colleague who eventually admitted they were not a manager, and would not help me either.
After 90 minutes of stone walling trying to get my Caller Display restored and a repeat performance the following day - I have moved to another operator, and feel embarrassed that I have recommend TalkTalk to so many of my friends and colleagues.
I will never do business with Talk Talk again.
I have now left TalkTalk - taken me months for them for them to even get that right.
Remember – you have to phone up to request a refund after you move your service to another provider otherwise TalkTalk will not refund what they owe you. You have to wait a month before you can phone up to request the refund, they will not accept you call before then. Talk about trying to make it hard to get a refund they know they owe you.
My advice do not do business with TalkTalk - I wish I never had.
Kerry Steyn found this review useful
Rang talk Talk got a price which was excellent, Gave them the go ahead to take over my phone line and install me their 30 meg B Band which they said they would do on the 4/9/13 this day came and neither the phone nor the B Band had been installed by 5pm i rang them to be told that the engineers worked till midnight, Very strange this as i have never heard of phone engineers working so late. Anyway i wasnt fooled and told them that if it wasnt on by 6 pm i would not be happy. The phone and B Band wasnt on by 11pm so we went to bed knowing at this time there was little we could do, And just hopeing that when we got up the following day that every thing would be up and running.But this wasnt to be the phone line was on so we could make phone calls but not recieve calls and the B Band wasnt working at all. I rang them not very happy and after going through the security and a lengthy time i was told they needed another 48 hours, I was not prepard to accept this and told them i couldnt trust them to do it and cancelled with them using the your in breach of contract because you didnt do the install on day you should have done. My phone went dead after a few days , I had already returned their equipment in their pre paid bag on the 6/9/13. Then by some miracle my phone rang round about the 10th it was a friend . So right after the call we rang Talk Talk again and went through the process again of security and cancelling. We were told that it wouldnt let them cancel as there were open orders for the B Band and to ring back in acouple of days, Which we did and in the mean time i had instructed Virgin to install their system. Rang them back on saturday yet again to try one more time to cancel again told they couldnt has there were still orders in flight and asked to ring back in a couple of days to try again. I have rung back this morning 17/9/13 to try yet again told the same that it could not be done has there were still orders in flight for the fiber and the normal B Band was on after insisting that they cancell the order which they made a mess of in the first place was then told that they had cancelled the orders from the 23/9/13 then she proceeded to read a cancellation notice and the penalties that could be added to the account because i was still in contract when they send a final bill and not to cancel payment by direct debit because there could be more charges for not paying by direct debit applied to my account. This as been a total night mare wish i had never heard of Talk Talk and will never use them or recomend them to anyone.
Richard de Meath found this review useful
Signed up with Talk Talk over the internet for broadband and telephone on the 26 August and paid £114.00 line rental up front by debit card. Received a confirmation email on the 27 August advising me the my service will be up and running within 23 days, 4 September received my September bill for zero, tried to log onto my account on the 6 September to get an update, could not log on so rang Talk Talk and spent 10 minutes trying to explain I could not log on to my account, only to told I had a credit on my account of £114.00 and my account had been deactivated ?
Asked to speak to a manager who eventually explained that Talk Talk could not provide me with the service, something to do with my local exchange. Ok only 11 days wasted, no email from Talk Talk to tell me that they could not provide the service, just please refund my £114.00 back onto my debit card, sorry sir we cannot make debit card refunds, will send you a cheque within 28 days. So T T take my money for a service they cannot provide, give me every indication that the service will be activated within 23 days, send me a bill, but don't bother to tell me they cannot provide me with the service and then expect me to wait up to another 28 days for a cheque that I have to drive 10 miles to the the bank to pay in and then wait another 3 days for it to clear, so in total TT can hold on to my money for up to 51 days, how many people are they doing this too.
To make matters worse I was told I was not forced to pay the line rental in advance, then told I could have the service if I paid for a new line, another £25.00 please, I checked the possibility of this with TT sales and was told it was impossible. Anyway I have dug my heels in and demanded that I have my refund paid back to my debit card, and was told by TT on the 6 September that someone from the CEO dept will contact me within five working days. would you believe it September 16 and no contact, so I call TT again put on hold again, only to be told CEO has a bit of a back log someone should be back to you within the next two days.
One could be forgiven for thinking this could be a way to make a little more profit, entice potential customers with attractive offers and discounts if they pay in advance and then hold on to the money for as long as possible if they cannot provide the service.
I run my own business so am used to dealing occasionally with idiots, and people that try to take advantage, but what about all the people that get bullied into excepting excuses, and fobbed off.
I await your reply TALK TALK
Richard de Meath found this review useful
Worst experience ever! one of their manager offered me a new promotion TV, unlimited broadband and calls for £23.15/month for 12months with a £50 voucher. But whn i called TalkTalk customer service to track my order, I was told that there was no record on my account about new promotion or anything. I could not believe myself that the very big company like TalkTalk can do like this to the customer. TalkTalk just not being honest to its customers and do not really care about them. I am very disappointed now and will never recommend TalkTalk service to anyone I know. Plus, we need to wait an engineer for almost 3 weeks to visit my house.
I rang talk talk in early May 2013 to report my internet which was dropping off and picking up constantly approximately every 2 minutes. I was connected to someone in a foreign call centre who I could barely understand and couldn't understand me. I rang for 5 consecutive days during which time I was given instructions on how to take my junction box to bits, told I had a wiring fault in the house and spoken to very rudely like I was some kind of idiot. I was sent out a new router which resolved nothing. Frustrated at resolving nothing and having no internet for over 2 weeks I rang talk talk to cancel my services and was told to put a complaint in writing which I did on the 19th May 2013, I also asked them to cancel my contract as their "service" was not fit for use and despite trying endlessly nothing was happening to resolve the problem. I waited a few weeks and hearing nothing cancelled my direct debit.
Fast forward to August and I received a letter from talk talk claiming I owed them for 2 months line rental plus a late fee. Again I wrote to talk talk explaining I had asked them to close my account and sent a copy of my original letter dated May 19th 2013. Fast forward again to September and I'm now receiving letters from a debt collection agency. Again I rang talk talk and was spoken to very rudely by a so called manager with absolutely zero people skills or customer service, after over an hour on the phone they said if I paid £41.07 that I owed them they would close my account and I made an immediate payment there and then. I am still getting letters from debt collection agencies as talk talk say they haven't received my payment despite me having proof available. Absolutely farcical, have now asked for a deadlock letter and I'm taking this to the top. Why the hell should I suffer stress because they can't do something simple like close my account?! their service was not fit for use so perhaps they could compensate me for the stress, we'll see.
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