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Talk Talk and their very poor customer service

Here's yet another Talk Talk gripe for you.  I don't think for a minute that we are the only ones who are seriously disappointed with their poor customer service.

After five months of phone calls and e-mails, I have still not had a sensible and productive conversation with anyone at Talk Talk.  I managed to get through to someone in Delhi today and I was then transferred a total of five times over the next hour.  Eventually I was transferred back to the customer service person I spoke to in the first place.  I wanted to do was cancel our line rental!  Is it so difficult?

I never thought I would say this but we are seriously considering going back to BT and I thought their customer service was woeful.  People complain about them all the time, but until you've tried a worse internet provider then you really don't now just how bad it can get.  And believe me - you can be quite literally tearing your hair out with frustration!  Now BT are not anywhere near as bad as Talk Talk in my opinion,  so with this in mind I have just sent Talk Talk a letter of complaint and the text below is an extract of what I said to them:

For those who wish to complain to Talk Talk they have a dedicated contact page. Don't forget to leave a message on here and let us know how you get on!

Talk talk, poor customer service. "I decided to leave BT because there customer service was terrible and I was promised that Talk Talk would be better, a lot better.  But you are worse, if fact I think the worse company I have ever the misfortune to deal with!  On our first bill there was statement Here at Talk Talk were truly committed to providing you with the highest level of service; I notice on our latest bill that this statement has disappeared very strange that!"

...come back BT, because all is now truly forgiven

Well I don't really expect to get a response to that letter, but who cares come back BT, because all is now truly forgiven since I have had such a terrible experience with Talk Talk!

By: Come back BT

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Is it normal to be on a call with them for an hour and still get nowhere?

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bj - 19-Aug-14 10:41

Just before Christmas 2013, my broadband died. I tried a new router but that had no effect. I contacted TalkTalk, who told me it would be resolved within 48 hours, despite it then being a Saturday. I checked the timeframe as I was pleasantly surprised, and had this confirmed.
Dozens of phone calls later, and about a week or two later, an engineer came, and asked if TalkTalk had provided a new broadband router (Tiscali - the predecessor had supplied the original router). The engineer stated it would be normal for TalkTalk to do this, so I relayed this - and endured the frustration of the TalkTalk person telling me that an engineer would be coming. When I pointed out for the umpteenth time that the engineer had been, and this still not registering, I ended the call, and phoned back next day.
Meanwhile, TalkTalk advised me to buy a 3G modem and they would pay the bill.
I also had a conversation with a TalkTalk representative who refused to acknowledge my request for a proposed route to resolving the problem to be sent to me in writing, and when I asked if she understood the request, there was no reply. After several attempts to obtain any communication, I stated that I was now about to have a meal, and that they were not to call back, and asked for confirmation she understood, and there was no reply. I then had a number of phone calls from TalkTalk which interrupted my meal.
It took c. 6 weeks for an engineer to replace some parts of the BT side of the system, and then advise that a new router would be required, which I purchased, and restored service.
Since then, I have been trying to get an apology for the staff rudeness,compensation for the absence of service; compensation for the 3G modem I had to buy (and I bought the cheapest solution I could) and compensation for replacing the modem.
So far, after about 8-9 months, and dealing with Dido Harding, the CEO, who has often ignored my emails, we have made zero progress on any issue.
When I asked for their Executive Office team NOT to phone me, and to put communications in emails, I would have a barrage of phone calls, for which there has never been an apology. And this has consistently recurred!
As a result of the appalling service, I took my business elsewhere, having offered TalkTalk the chance to convince me not to, and not having had any offer!
Be sensible, NEVER use TalkTalk.

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DinghySailor - 14-Aug-14 12:36

DO ANY OF YOU KNOW HOW TO START AN E PETITION AGAINST TALKTALK IF SO PLEASE DO . PENSIONER AS PREVIOUS POST

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pensioner - 10-Aug-14 11:18

in April I moved home I tried talktalk home move for several days it kept saying due to technical problems try later I had also decided to get their broad band but as I was being passed all round the world trying to understand foreign languages whispered I decided not for me I had been asked to call many numbers some just left me hanging on , anyway I sent several emails cancelling most were ignored so I sent one to the C O E she passed me to her PA this all took several weeks and was difficult as I had to go elsewhere to use internet so I signed for BT they couldn't get a line into my home and said they had been blocked talk talk said an engineer would call I waited he didn't come then at the end of July an engineer did come spent about an hour fiddling about then said I cant put you on line there is no router , TALKTALK hadn't sent one so I did not go live recently the PA sent me an email saying I owed them£110 for the calls and two lots of breach of contract of 12 months the PA left her personal number and said call if you want to discuss this , I have called many times and left message she has never got back so I am being threatened and bullied by this awful company , I am a pensioner getting over an operation for melanoma I have cataracts and macular degeneration that means I will lose my sight , TALKTALK knows of this but is still bullying and harassing me , I am now very depressed also , no router so no contract in my book , please see talktalk own forum on facebook many many complaints for the same reasons as me about 100 to one against TALKTALK they are consistently voted worst company ., I can confirm that

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PENSIONER - 10-Aug-14 11:13

Talktalk are a complete waste of space. I am currently in the process of taking them to court for cutting of my service prematurely when I switched to Sky. I had been due to 'smoothly' switch over on 25th May, however, they cut off all of my services on the 18th May! when I complained, they blamed Sky, when it was proved it wasn't Sky's doing, they then blamed BT, when it was proved not to be BTs fault they blamed Openreach, this went on for several weeks, constantly pushing the blame. I eventually spoke to 2 of the CEOs Peter Marnoch & Jonathon MacDonald (both clueless twats) I don't think they've got a brain cell between them, how the hell they got to where they are is beyond me! Anyway, if you feel like wasting their time give them both a ring these are the direct lines to their offices. Peter: 03330 011971 and Jonathon: 03330 011989.

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gary - 9-Aug-14 21:34

Talk talk is awful. I have paid a yearly rate for the line rental, so i am only left with £1.75 a month for the internet. but they keep charging me for the line rental too every month i get a big bill that i shouldnt be recieving, i have called so many times i cant count, they are such a bad company and there customer service is awful!

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Ellie - 9-Aug-14 14:32

I am NOT VERY HAPPY with BLOODY TALKTALK they are rip us off so many time.
I have been asking them to find out WHY internet not working and I has them more than 20 time to come out and sort out my phone line and internet ... talktalk bloody USELESS AND RIP OFF 100%

Blody DISGUSTING OF TALKTALK they are con wanted our money I'm sick of them now Im thinking chaing to new boardband and phone line

I will made sure you reading this and get my money back ...

you has NO IDEA HOW MANY PEOPLE COMPLIANT ABOUT THIS ... SICK

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LBJD - 4-Aug-14 20:41

We were unfortunate enough to take on a landline and mobile service from Talk Talk about 11 x months ago.
I can categorically say that Talk Talk customer loyalty in South Africa for Talk Mobile are the worst people I have ever dealt with.
I called Talk Talk today and I was first put through to Talk Talk landline team who were polite, certainly did not sound South African. A woman by the name of ‘Puni’ picked the call in Talk mobile loyalty in South Africa and I have never come across anyone so aggressive, rude and unhelpful. Just my luck she cut me off three times. Then I got through to Peter who just as rude and aggressive as Puni.
Hopefully Talk Talk has the calls recorded and should try and listen to the behaviour of these agents. All in all I must have made at least 50 x call over the 11 months with various issues. Never again will we be going back to Talk Talk.

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QH - 30-Jul-14 17:38

We Let talktalk know death of a relative who had a land line and internet with them
As her bank account was frozen the norm is for all debts to be cleared in probate and in fact all services bar talktalk are happy doing this.
Talktal however first ignored the death notification
Then threatened to disconnect
When called said don't worry
Then stopped all service!!!!
When called again they claim regardless of death and the probate process if two payments are missed they stop the service and said they were different to everyone else
How true no one else is so incompetent or callus!!!

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G - 22-Jul-14 17:36

I left talktalk and moved to another provider because of their poor service I then told them after I moved They then told me I would have to change my phone number and pay a lot of money but I have not had to do either so I suggest that other customers do this

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anon - 22-Jul-14 10:29

TalkTalk are honestly the worst company I have had to deal with. I've just had two days of horrendous customer service. I struggle to understand the agent and they struggle to understand me. They repeat everything 10 times and everything takes 10 times longer than it should.

When will TT wake up and realise that outsourcing CS to Bangladesh or whoever it is turns out to be false economy as people become annoyed and leave.

If anyone from TT reads this then sort it out.

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Craig R Morton - 16-Jul-14 23:58

Absolute WASTE of time. Phone in with a query/complaint and get shifted from pillar to post by a whole lot of people who talk from prepared scripts who don't listen to you and you don't understand. Then wrote o their "Communications" department in Southampton - got a letter back (probably scripted) which had absolutely NOTHING to do with my problems. Wrote again with no response - probably I have been placed in the Too Hard Basket. SICK OF THEM
Here is the second letter...


26TH June, 2014


Talk Talk Correspondence Department
P.O. Box 360
Southampton SA30 2LY


Dear Sirs

Reference No: 140623-00-001189 – File Ref: L/0019835960

I am in receipt of your letter of the 23 June and am frankly amazed !

In spite of my writing what I thought was a perfectly clear letter of enquiry to you, you have not answered ONE SINGLE ONE OF MY QUERIES. I have enclosed my original letter with the queries highlighted in yellow now for your consideration and hopefully, reply.

I wrote to you in the first place because I was having trouble with your call centre not listening to what I have to say and my not being able to understand what they say but it seems that you also have trouble READING. I am sending your letter back and you will notice that much of Para. Four is highlighted. You say that some diagnostics could be carried out on my computer – THERE IS NOTHING WRONG WITH MY COMPUTER!.

You penultimate paragraph is classic! Nothing has been explained, clearly or not and you say that help is available 24/7 to help answer questions. In that case, PLEASE answer my questions! If you think that airing my grievances on the internet or contacting the Ombudsman will better answer my questions, please let me know.

Yours faithfully


Next step Watchdog for sure...

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Frustrated - 8-Jul-14 15:46

it is the worst service I have ever come across I had a mobile phone from them for 10 days after the 3rd day I had no service 7 days latter still no service when I asked to cancel the contract during a 3 hour phone call they wanted £294 from me they now say they have waverd this but have recived nothing by e mail by the way if they tell you its only going to be 24 hours this is a lie they mean 48 because they is only 12 working hours in a day

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alan rust - 8-Jul-14 11:07

My landline has been off for over a month. I have not received one update from TalkTalk re any progress on resolving this fault. I have asked over and over again for something to be done - nothing appears to have been done. Unfortunately I also have a TalkTalk mobile - this is also faulty but I gave up on getting that fixed a while ago.

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Glad - 3-Jul-14 19:44

Update - instead of a phone call from TalkTalk to arrange an appointment with an engineer to fit our mater socket, I just received several text messages from to thank me for reporting a 'voice fault' and that they have run some tests and everything is working fine! WHAT?!?!?!?!?

Needless to say, I am calling them NOW!

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Dan Lucas - 3-Jul-14 11:38

Well well, I've just survived a call to Talk Talk, so thought I'd share my battle story!

Recently my partner and I moved into a new home. We completed the whole 'home move' phone call (which was a fiasco in itself) only to discover that our new home has a lifeline (elderly resident lived here before). I contacted TalkTalk to areange having an engineer come out in order to fit a standard master phone-socket. I was told that they couldn't make me an appointment with an engineer until our line had been 'live' for 24 hours (dispite the fact that we can't use it). I thought of this as odd, considering our line was due to go live the day after this initial call. I was informed that there will be no charge for the engineer to come out.

Anyway, I called this morning to arrange. I dialled the 'direct' number that the representative have me, only to be out through to the same menu I'd encountered the other day. After eventually getting through, I found myself speaking to someone who I could barely understand, who repeatedly asked me the same questions over and over, and who totally didn't understand my situation. I'm a patient guy, but after repeating myself six times I began to feel tense - you can imagine my relief when she finally grasped what it was that I required. After nearly 20 mins speaking to this person I was then told that I would be transferred!!! Before I got a chance to protest I was listening to their hold music, for FIFTEEN minutes!

Eventually I was put through to someone who spoke even less English, asked me the same questions AGAIN, kept repeating the phrase "so there's no master socket?" before telling me an engineer would cost me £50. I explained to her that I was told it'd be free of charge, which then prompted her to put me on hold for a further ten minutes!! Eventually she came back to me and confirmed it'd be free of charge and that someone will contact me within three days to arrange an appointment!

God knows what this must have cost me on my mobile bill, and right now I'm not sure I believe that this situation has been resolved OR that I will receive a phone call from TalkTalk!

So, long story short. After dialling the 'direct' number I spent an hour and twenty mins on the phone, got out on hold six times, passed to three different operators who all asked me the same questions and feel that nothing has been rectified! All I want is a damn socket fitted!

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Dan Lucas - 3-Jul-14 11:13

Talk talk must be the worse company I have ever dealt with. Internet connection slow and bad signal. TV box doesn't work when it rains so have to pay money to have sky box put back on. I have rang them several times all them keep telling me is that you have signed up for 18 months not much they can do. I advise anyone to stay away from this company they want your money but don't supply the service.

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Lorraine1 - 2-Jul-14 09:07

Ordered Talk Talk online while they were doing half price TV for 6 months and £85 voucher to sweeten the deal.. however I then got an email a few days later saying there was a problem with my order. Rang the number and literally got passed from pillar to post for over half an hour, Hull, Calcutta, Customer Services, New Lines, Existing Lines, Customer Services, New Accounts oh my god what a nightmare. Eventually got told they would have to put the order through again as a new customer. But they couldn't offer the £85 voucher or and other online discounts. So I'm pleased to announce I told them where to go. And when my Sky contract ends next month (which had been discounted after the O2 acquisition) I will be going (back) to Virgin. I implore no-one go with Talk Talk. You WILL tear your hair out. (If you have any. Luckily I'm already bald so my telephone bore the brunt of my anger and frustration).

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Stella - 30-Jun-14 11:28

Alastair -The manager of a local pub was asked for the keys to the door of the bowling green hut. The bowler wanted to retrieve his bowls, that were stored in the hut, then use the well maintained bowling green. The bowler had not bought a drink or a meal in the pub, since the manager had taken over some months before. The manager refused to give the bowler the keys. Comprendi?

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boblet - 22-Jun-14 14:51

I am sorry but I don't know how you can expect to have a talktalk email address if you are not a talktalk customer. You should have got a new email address before you left them. I would advise you to use an email address not provided by your ISP.

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Fred E - 22-Jun-14 14:25

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