I moved house in May and when checking out speeds and prices for home broadband I was told that if I left my then current provider (plusnet) they could offer me cheaper and faster broadband so I accepted. Fast forward to the middle of November, my phone line is dead and I am left without phone and broadband. I reported this to talk talk who said they would send me an engineer on the 24th of December!! They also told me that as long as the fault wasn't found within my home I wouldn't be charged the £50 call out fee. Fast forward to Christmas Eve, the engineer comes and after some poking around he informs me that the problem is with the part of the line that BT maintain so they need to be contacted so they can fix it. I rang talk talk that same day and fed this back to them. I told Imran exactly what the engineer had said and what had happened previously, his response was "you will need to call me back when you are at home from your land line so I can do a line test and then if you need an engineer I can arrange that" that pissed me off straight away, he clearly hadn't listened to a word I had said. I told Imran in no uncertain terms that he hadn't listened to me and repeated that I'd already had an engineer and that what I needed was for him to escalate this to BT. After some 'gentle' persuasion he did so, telling me that it would be fixed by the following Monday. Today, I still had no phone or Internet and to my knowledge BT have not been informed of the fault, what I do have though it a bill for £70, apparently they decided to charge me for that engineer they told me I wouldn't be charged for after all. I've lost count of the number of calls I've made to them now and the number of times I've been hung up on. During one of my recent calls to their loyalty department i was disconnected, when I rang back and asked to be put back through to the loyalty department I was told it was closed, I told them that I knew they were open as I'd literally just been speaking to somebody, the man then replied ok mam I can put you through. After some time arguing with an employee in the loyalty department my friend took over as I was at my wits end and getting no where. At this point the employee told me that even though I had given verbal permission for my friend to talk on my behalf he wouldn't talk to her his words were "that's not the way we do things here mam" it was a total disgrace. Talk talk have refused to reimburse me for the services I've paid for and not received, they still have not fixed the line they offered to send me anther engineer on the 23rd of January, I have declined. Today I contacted plusnet and they will be taking over my services in 2-3 weeks, I can't wait to no longer be associated with talk talk.
Aura Topp found this review useful
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