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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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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

Within the past week Talk Talk have suspended my webmail e-mail account. They did this without authority or giving any prior notice. From what I can understand because I no longer have an account with them and they receive no money from me they decided to suspend my e-mail account. I have been using the same e-mail address for over ten years and manage all my financial affairs, friends, e-bay, Paypal, holidays, basically everything I do that requires an e-mail address. These people are a law unto themselves and I would advise the world to go nowhere near them. I am also going to write to their CEO as I feel so strongly about what they have done. Based on my experience and the list below I don't expect any response but hopefully it will make me feel better.

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Alastair - 22-Jun-14 11:34

Talk Talk, what a complete joke! My lineline broke back in May and it took them 4 days to fix it, after that, my internet was very intermittent, phoned up customer service many times and explained the situation. The technical team DOES NOT listen to you and asked me to switch on, switch off - do something on their end and internet comes on. The next day - same problem - technical team run the same tests and internet comes back on. This went on for about 3 weeks until I got totally pissed off and decided to up my complaint. They arranged for an engineer to come round but the earliest they could do this was in 3 weeks time and have told me that if they could not find a fault, I would be charged £50. In the meantime, I have intermittent internet to which customer service suggested that I use the measly £23.00 refund to buy a dongle. To top it all, they cancelled my TV plus and debited £75.00 from my account - without my knowledge, after 4 days I still yet to get this refunded back into my account. Unfortunately, my contract don't end until 22nd September 2014 and I will be charged £117 if I break the contract even though I am paying for a service I am not getting. Talk Talk - you are total shite and as soon as my contract end you will never get my custom again.

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Mimi Lee - 19-Jun-14 21:35

they tell you one thing and do another. charges are added when they like and if you notice they remove them

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bobetter - 18-Jun-14 13:15

they are a joke, just been charged £50 for an engineers visit to fix a fault and they refuse to cancel charge even though it is not my fault

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chea - 18-Jun-14 12:25

When I first joined, my Welcome Pack arraived 6 Months late! and that was after several phone calls. They kept on giving me false dates. My Wireless connection was cut off because someone has changed my Wireless Name. I contacted TalkTalk about this via Online Chat and they disconnected me during the chat and then the chat wasn't available!.

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Shaun - 14-Jun-14 02:40

dont go with talktalk the a rip off there customer service is terrible and they want a 600pound canceling fee rip off so please avoid talktalk

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kielight - 13-Jun-14 19:53

Absolutly terrible !! . They have failed to repair a fault for a month . I am definetly going back to BT as soon as the falut as been fixed ! . Stay away from talk talk !! .

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nicoletta - 12-Jun-14 13:38

I have been trying to find a way to warn people in Britain not to use Talk Talk and I hope this helps anybody to avoid the nightmare people continue having with their customer service. As many others here I cancelled my contract via email, had a confirmation email and after 10 written complaints, many different phone calls, being put through so many people and kept on line for over 1 hour each time, I even sent a copy of my complaints to the CEO, nothing came out of all this. I finally had to place a complaint with OFCOM, they somehow managed to get through to them, they offered to finally cancel my contract and refund me with the money they charged me wrongly. However, it has been 7 months and I still have not received my refund. Their customer retention techniques are completely aggressive, how do they expect anyone to stay with them after what they put us through??? Please do not use TALK TALK the broadband, landline and tv package are a problem and when you want to leave they will cause you a nervous breakdown.

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Silvia - 11-Jun-14 21:37

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