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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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So after truely abysmal service from sky I decided to sign up with talk talk... I wish I hadn't bothered! Sky are bad but not a patch on talk talk. I called talk talk as I couldn't get their website to work and asked to sign up to talk talk and quoted the package I wanted to buy. The advisor who could barely speak English took me thru the very painful sign up process! I found her really hard to follow and understand, her broken English and heavy accent was so hard to follow. I requested that my talk talk contact start 15th October, as my sky contract ends 14th, the advisor told me that I would have to sign up from 30th sept ( why she couldn't explain ) but she told me if I call a few days before the 30th I could differ my start date, she even gave me the customer services number to call. So Sunday just gone I call them to change the start date, the advisor couldn't understand what I was asking and despite my repeating myself for 25 mins we couldn't communicate oweing to the language barrier, so I asked to speak to a manager, the advisor put me on hold and 20 mins later I'm still sat on hold! Exasperated I put the phone down.. And yesterday I call back to change the date my contract starts and I get an advisor who tells me that a date change can't be done!!!! Again extremely exasperated I ask for a manager who after my holding for 18 mins eventually takes my call!.. She relate rates in her broken English that a date change cannot be done and this is a service that cannot be offered!!.., I tell her to listen to the call where I was advised that I could do this! I tell her I do not want my service to start 30th sept as I still will be paying for sky!., and that I had explained this several times in my sign up call!... She still tells me that I cannot change my date so I finally tell her to cancel my sign up as I don't want it and I am already sick of being messed around. She tells me no problem and she will send out a bag for me to return any devices. Lovely I think all done, but oh no!!. Today I receive an email congratulating me and telling me that my broadband and phone has gone live!!!!!! WHAT?????. So I call ( so called ) Customer services to ask why it's live and after a 35 minute wait to speak to their manager they tell me that "as I was advised" ( I wasn't ) cancellations take 3-5 days to process and that as I had only cancelled the day before the go live date I was liable for cancellation charges!!!!!!!! Well being as I was advised that I could change my go live date to 15th October I wasn't cancelling the day before and the previous manager told me my account was cancelled no mention of charges!.. Plus why should I be charged when I've been given the wrong info??!.. And I've cancelled it so why charge me?.. She finally agrees to waive the charges but can't guarantee I won't get a bill!!!!!!! Now call me daft but why would I get a bill if she's told me I won't?!! I work in customer services if I tell a Customer they won't be charged they don't get charged!!. I'm trying to explain to her why I'm so annoyed and she keeps going quiet ony, "hello hello hello" no answer them she says she's listening and taking notes and I tell her I call this rude. I ask her where she is...FYI people it's not Delhi is the Philippines!... And I ask her to put me through to somebody on the uk, she tells me she can't!. So I have no choice but to "wait and see" if I get a bill!!! They que for 40 mins if I do to speak to somebody who doesn't speak English that I shouldn't have got a bill!! My advice don't touch talk talk with a barge pole.., run a mile

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Heidi - 30-Sep-14 19:36

So... Booked the morning off work today so I could be there for the engineer to install my fibre broadband, he was due between 8am and 1pm and didn't show up :( I called at 12.30 and was told he'll be there in 20min I waited til 1.10pm and had to leave. Got home and nothing was put through the door to say someone had been... Making me think no one was coming in the first place. I now have to wait another 2 and a half weeks... I have been assured someone will definitely turn up. I wasn't waiting long on the phone to get through to customer services but they are very scripted and both people I spoke to today just sounded fed up, as was I :(

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:( - 25-Sep-14 21:09

95h1gb http://www.QS3PE5ZGdxC9IoVKTAPT2DBYpPkMKqfz.com

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95h1gb http://www.QS3PE5ZGdxC9IoVKTAPT2DBYpPkMKqfz.com - 25-Sep-14 01:40

95h1gb http://www.QS3PE5ZGdxC9IoVKTAPT2DBYpPkMKqfz.com

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95h1gb http://www.QS3PE5ZGdxC9IoVKTAPT2DBYpPkMKqfz.com - 25-Sep-14 01:40

Concur wholeheartedly with the comments that have gone before - this organisation is to be avoided like the preverbal plague in my opinion. They know nothing about customer service apart from how to rip the cash out of you because if don't pay they cut you off irrespective of circumstances and despite on-going an unresolved written complaints. Obviously too busy looking after their big TV sponsors these days, well all I can say is this customer has a long memory and they need to be aware of how quickly the mighty can fall.

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waysidewander - 23-Sep-14 22:21

Worst company I have ever dealt with and complained to watchdog. Been with them for 3 months and our TV has been horrendous. It chooses when we can watch TV and the on demand is just as bad. We pay extra for packages that we can't even access and live TV is always freezing. We got charged for an engineer that came out and practically sat there with a cup of tea. £50 for tea. Then when you go to complain you get the same scripted lines from people not even in the same country and can hardly understand them. Absolute joke of a company

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Cozmik - 23-Sep-14 20:20

What a dreadful company! Took the full package with them i.e. Phone, Broadband and T.V. They managed to cut me off twice and loose my Phone number forever. They then said it was all my fault because I had moved to another provider. this was not the case. so on the third occasion that they let my service be taken over by so other company I cancelled the lot and went elsewhere. They are now chasing me for £471 because they say I have broken the contract.

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Peter D - 23-Sep-14 12:43

I phoned talktalk on July 31st to complain why my bill has gone up and to pay a years line rental at £140 and was told my bills should be £9.25 a month .In august checked my bill £29.31 phone and said they have taken the full line rental and it should be cheaper as paid like last year for a year. said no record of payment and transferred me to customer service to music for 15 mins.phoned 4 times and just had automated voice and music.Fed up email no answer so live chat . Wanted to know when line rental went up told 1 half months ago wanted exact date told will check then chat line ran out said no one availed now . will be going elsewhere when it runs out next July so disgusted with this company. when I was first with them 4 years ago was very pleased now it's rubbish all you want to speak to a human being

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Angry Customer - 23-Sep-14 00:50

Our talk talk router ceased to work and our internet service stopped. On contacting talk talk I was informed that they would not repair or replace the faulty equipment unless we signed a new contract. We had been a customer for 7 years without a problem. I declined to sign a new contract and was told by 4 members of staff that my fault would not be rectified. I confirmed that I was cancelling my contract with talk talk. I was later contacted by loyalty services who said that they would now deal with our problem, I confirmed it was too late. I am now being threatened by debt collectors trying to recover payment for a period between my cancelling our agreement and talk talk transferring to a new supplier. Beware. If something goes wrong with talk talk equipment I presume I will get my day in court

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Taylor - 23-Sep-14 00:24

Absolutely shocking i have had them all BT sky virgin,but that talk talk is something else,getting put through to india or wherever it is then to be cut off time and time engineeer comes out said its fixed then they need to send another out at a cost of £50....direct debit cancelled never again stuff there contract.

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matt - 21-Sep-14 12:26

I have had a problem with talktalk over the last 7 months. I have complained on numerous occasions with no resolve. Their customer service is so incredibly poor it frustrates me. Promises that I will get a call back when thy have looked into the problem never happen, being cut off from their call centre between transfers, and evading solving the problem. I have had no less than 4 engineers to visit my property and confirm my equipment is fine and I have a 7mb line but only receive about 0.3mb (and at times less than 0.1mb!) to which the fault lays with talktalk. Each phone call I make with talktalk only has the outcome of "we will send another open reach engineer to check your property....and guess what they say that talktalk is at fault....the cycle continues. Ombudsmans services have now been contacted as we are getting no where with their customer services.

I advise anyone who is considering talktalk services to reconsider after my experience with them

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Unhappy talktalk customer - 19-Sep-14 22:04

Talk Talk should be "Don't Listen Don't Listen". The worst company in the whole entire world. DO NOT ever go anywhere near this company. The Customer service does not exist, The managers have no authority to make any decisions. They can sure as hell pass you backwards and forwards tho. They are not customer focused at all. The customer service employee's are rude and overtalk you in there broken English. I cant believe that a company as bad as this is still going and people are still using them ?
WARNING !! WARNING !! STAY AWAY FROM TALK TALK WARNING !! WARNING !!

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Carlos Fandango. - 18-Sep-14 16:18

Customer service can never be understood, rude and unknowledgeable.
Technical service limited.
CEO office OK initially but not knowledgeable or capable enough when the problems aren't resolved.
They all blame BT and/or Openreach for any problems instead of managing the relationship.
The customers' contract is with Talktalk. It's up to them to provide some sort of service.
Worst company ever and I can't complain as their complaint email form does not work!

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GG - 18-Sep-14 12:32

I have a life to lead and I'm also old enough to remember what proper customer service was like (not that long ago) so I won't go into huge detail but like the others on the 146 pages before me (yes, just look, it's inbelievable isn't it?!). SUffice it to say that I, too, have been having problems with Talktalk. Specifically, a sudden 1300Mb mobile data hit during one day has caused a bill of over £180. My usage has since been blocked (unless I want to continue paying at extortionate rates) until my nest billing period and they have already extracted £130 from my wife (the account holder) to unblock my phone.

As if this wasn't bad enough, it's taken me many, many hours over many days, repeating and re-repeating my woes to endless, mainly unintelligible asians on the other side of the world....to get precisely nowhere!

So now to the Formal Complaints Department.....

Avoid this truly aweful company

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CS - 17-Sep-14 15:45

AAAAAAAAAAAARGH this is how I feel everytime talktalk are mentioned.
Went live with them on 18/07/14 & have rang,emailed,live chatted constantly since 19/07/14,they are totally useless. I have lost count of how many people I have actually been in contact with.
They owe me money as I paid full years line rental&left them,they kept putting me off & I asked if this would effect my cooling off period I was assured it wouldn't (they are liars) anyway when I could eventually cancel after asking several times they said ok but you owe us a disconnection fee?? For not providing the service you said you would? Told them that they had been very sly with me as they kept putting me off everyday and saying it will be sorted in 24,48,72 hours etc until of course I have to pay a disconnection fee. Now they have sent a final demand eventhough they owe me money.
Whatever you do,don't go with talktalk as they will ruin your life.
I am back with BT who I should really never of left as their customer service is terrific,don't fall for the old line that talktalk is cheaper,they aren't they are sly and will take money from you and you will never get it back.
Awful customer service.

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Lauren - 15-Sep-14 23:24

I have just fixed a friends Talk Talk broadband connection, he was having various problems...very slow....or not connecting etc. fine one day then next day no good.

Turned out to be the wifi card in his laptop; fixed it by connecting to the router with a ethernet cable £1.50

Next week I am going to pick up a plug in wifi dongle for him (£5)

I only diagnosed the problem by connecting my laptop to his router and found out the problem was HIS computer.

Some problems have nothing to do with Talk Talk although I did suspect them at first.

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Stalag14 - 15-Sep-14 18:46

I've recently just started University and still live at home - so knew all too much that doing my course was going to be a strain with TalkTalk as the internet provider. The router is literally down the stairs from my room and more than half of the time, even at 4 bars, it doesn't work. My family was considering bringing in an engineer to sort the problem, but from the research I've been doing - they just take your money and that's that. I have friends with BT and Sky who's internet speed is near flawless. I don't live anywhere rural, I live near the centre of Glasgow.. so there's no excuse for this awful connection. Most certainly moving internet provider soon, because Talk Talk has to be the worst.

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Soph. - 15-Sep-14 16:50

I was with AOL and called them on the 25th August to tell them I was thinking of leaving them, they told me they had merged with Talk Talk and could offer me a competitive new deal. I agreed over the phone. The transfer date to Talk Talk was due to take place on the 9th September. I had letters from AOL saying they were sorry I was leaving. I had the welcome pack from Talk Talk and the router. I connected on the 9th, had phone and broadband for approx. two hours then no service, I spent three days with no services to my home using my mobile on premium rate numbers calling Talk Talk,. I received a terrible run around trying to speak to them; they gave me false information and told me I was being supplied, that I would be connected on the 11th without delay. Then on the 11th they advised me that whoever spoke to me on the 25th August at Talk Talk and who advised me it would take two to three weeks to transfer to the new Talk Talk tariff had somehow stopped my AOL supply early ??? and that Talk Talk had not taken me over on the 9th and that I was in fact not being supplied by anybody and to be connected now would take ten days and Talk Talk would have to give me a new phone number. I have sent two emails of complaint to Talk Talk asking for an explanation and also compensation for having to use my mobile to call them but they have not addressed my concerns. I have now agreed to go to EE but will be without a house phone or Internet till the 26th September. I rely on my house phone as I live in a rural location and my mobile coverage is terrible and I use the internet daily for work and leisure. Shocking company

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Paul - 14-Sep-14 21:21

What a horrible company talk talk are. Moving home is a nightmare with them, they automatically sign you up to a new 12 month contract when you move. You can not cancel the contract you have without paying a fee. The service is horrendous and they force you take a new contract.
They failed to action the move home request submitted 3 weeks prior to the move, so I am now without service for 3 weeks, they are charging me for this pleasure as well as putting me on a new 12 month contract. When I complain the cut me off ( 4 times). They do not listen and just stick to a script, no point asking for a manager they cut you off to.

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goaty - 12-Sep-14 21:44

If you are considering moving to Talk Talk... STOP! Go no further... You will be wasting your time. We have never experienced such low connection speed (when it works) and can honestly say that the incompetent customer service we have experienced from them is the worse that we have ever had to deal with. Our patience has truly been tested. If you have just signed up to Talk Talk... Well, all I can say is I hope you like being on hold for hours on end because that's what you will end up doing... And when I say 'hours' I mean it, being transferred from one untrained employee to the next who can barely speak English.. let alone operate their useless systems. Although they say they will make a record of your call I can guarantee they won't and you will have to explain your issue from the beginning each time... You will get pretty good at this. Top Tip: after months of pain we realised that you can ask to talk to customer service in the UK. Don't give up, just explain you want to cancel your contract and that you want to do this with someone in England... Good luck!

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Down_With_TalkTalk - 12-Sep-14 19:55

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