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Absolutely abysmal service

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.

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Ciaran Davies
London, United Kingdom