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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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Can you imagine-of course, I have paid all my bills via direct debit-TALK-TALK stopped on 27.th March 2014 provided tome me broadband + phone service. I contacted their phone support-first they informed me to update a case within 48 hours, after that in 72 hours.. Two days latter they sent an engineer who told there is broken phone in underground area. He promissed to fix it till last Monday-till now nothing simmilar had not been happened yet. Silence from their side only. Me and my other broadband users are now second week without very necessary broadband service and phone service as well, location West London....I think there schould be taken an urgent measure by competent enforcement authorities against such dishonest company like TALK TALK is. They got paid rental price for phone line in advance, too....it is clear fraud....I thing no body else schould avoid TALK TALK, they schould simply get prohibition of further operating by competent authorities.....

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IRENA - 5-Apr-14 17:13

My uncle is terminally ill and bed ridden,he is in his eighties can barely speak, his wife is also in her eighties they are both taking things day by day. Macmillan nurses attends to his needs as well as the home help nurses. My uncle does not have a computer or laptop/tablet hardly watches tv as he is asleep most of the time my uncle's wife informed their son that his father was paying for broadband and puzzled by this because they don't have a pc ect when their son phoned talk talk to cancel the board brand and explained his father was terminally ill and did not have a pc. To his amazement he was informed by the talk talk representiv that his father would have to pay a penalty of 200 pounds as he had just upgraded his package in November/December 2013 by phone. Again the son explained his father's situation. The talk talk rep. Was of no help whatsoever there was no compassion he just repeated there was a penalty to pay and his seniors would give him the same answer therefore he could not him and if his farther died he would have contact the berivment team. As. He was getting any help or understanding from talk talk.

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yorkie - 26-Mar-14 20:20

Just survived yet another call to talk talk to try and resolve an issue they had created and get this the customer service guy joyfully announced that I would not be charged for something I had not received and then could not understand why I did not respond- I think he seriously expecting me to thank him! I won't bore you all with all the other details of one of lifes most frustrating, irritating, time wasting experiences, but just to say I think I may just have survived with my sanity intact! Good Luck to the next challenger.

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Jane - 12-Mar-14 18:51

My overhead telephone line snapped in recent storms - ie totally disconnected and line lying on ground. Reported to TalkTalk (Indian Call Centre!) who "performed tests" (why?) and informed me that they couldn't detect a problem. Phoned again and they eventually agreed to send an engineer, but not without threats that I would have to pay if the fault was with my own telephone. Don't the Call Centre staff understand that a telephone must be connected by a wire to the phone network for it to work?! Waited two weeks for the engineer to come - he told me that I had no telephone service because my line was snapped - and only BT could repair it. There was no mention of the broken line in his worksheet. He phoned the TT Call Centre and told them to write "BT line is disconnected" on the callout sheet to BT. BT came within 24 hours - but there was no mention of the line being down on the BT worksheet! Still, my line is now repaired. So, I'm leaving TT, who clearly don't ListenListen, boycotting any company that uses an Indian Call Centre and preserving my sanity by not trying to fight my way through to TT to make a complaint to them directly, since their complaints webpage doesn't seem to have an option to allow me to complain!

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TalkTalkIsUseless - 11-Mar-14 00:05

I ordered TT Essentials on line on 28/2. Went through all the checks etc and parted with £126. Installation date 21/3.. Can't wait..... Next day an email from them "Sorry you have cancelled your order with TT" etc etc !!!!! Next day (Sat) I rang them in India. Spoke to FOUR different operators insisting each time that I had NOT CANCELLED... Eventually they said that my line speed was insufficient ( I went through the line check when I originally ordered) and they were sorry. However Good News another check by them with engineers revealed my line was ok. Guess what?? because I had cancelled (it was actually them who cancelled) I could have Essentials but had to undergo a 25 min ordeal over the phone to book it again. Installation date 27/3. Can't wait!!!! Got to work on 3/3 to find another email "Sorry you have cancelled your order with TT " etc etc. WHAT ON EARTH IS GOING ON ? I rang the Indian Sub-Continent again. Spoke to just 3 operators who informed me that my line speed was insufficient but the good news was I could have Simply BB instead. Where was my £126 I asked ? They would send me a cheque. I ordered Simply BB on line with a connection date of 19/3. On 7/3 I received another email "Sorry you have cancelled your order " etc etc. Guess where I rang ???? My line speed was insufficient they told me. On 8/3 my cheque arrived, at least working days to clear. Folks avoid Talk Talk at all costs. Their customer service is a disgrace. If you are mad enough to go withem I will predict that you will have problems.

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Dave Martin - 10-Mar-14 16:36

Talktalk what to say join them a month ago still no equipments they even not answering my calls going back to BT

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Hassan - 8-Mar-14 14:56

Livid is an understatement - just spent an hour on the phone to India only to be passed around from agent to agent and then put on hold. It gets worse I was then cut off and told by an automated voice WE ARE NOW CLOSED !
All I want to do is close my account due to a house move !

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Hackedoff - 27-Feb-14 22:12

THE ARROWS MUST BE TLK TLK, I PRESSED TO AGREE.AGAIN, FROM A PLUS 3-CLICKED & IT WENT TO ZERO!!!!!!!!!!!!

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Slade,Coventry - 25-Feb-14 15:18

NO Phone For 5 Days,NO Updates,NOTHING.It's now fixed, the problem? SOME WISE & WONDERFUL PEOPLE SABOTAGED tlktlk x-change boxes causing country wide problems, Like mine, WHO CARES- TAKE THE POWER BACK-WE ARE MANY THEY ARE FEW. I told the tlktlk slave this, To No SUPRISE. ACTION SPEAKS LOUDER THAN WORDS.

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Slade, Coventry - 25-Feb-14 15:12

Talk talk agents are very rude,laughed down the phone,very forceful and harash you if you cancel.did not install properly.would not recommend to anyone as terrible.

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Lisa - 25-Feb-14 10:48

Those Green & Red Arrows For Rating Are Nonsense. Clicked Green To Agree & It Dropped To MINUS??? Did tlktlk Install Them?

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Slade,Coventry. - 24-Feb-14 12:05

The Incompetence Of LIESLIES Knows NO Bounds!If Every Person Who Had/Have A Gripe With TalkShite Started Stopping D/D's, They'd Soon Change. I Was With SKY For Over 2yrs, Customer Service Was Outstnding & I Have low Tolerance. Let's Start Getting ANSWERS From tlktlk, ACTION SPEAKS LOUDER THAN WORDS! We Are Many, THEY Are Few.

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Slade,Coventry - 24-Feb-14 11:52

This gripe is specifically about Talk Talk Mobile. I have my telephone and F/O Broadband through the approprate department of Talk Talk Talk and have had no problems with the service.
TalkTalk Mobile is another matter altogether !

Basically Talk Talk Mobile are a bunch of Lying, Greedy scoundrels. This applies all the way up from the Sales People all the way up to the so called Customer Services Manageress (Ms Debbie Morrison)and the CEO.

My gripe is very longwinded and complicated, but basically it revolves around being assured of something by a TTM Salesperson which was completely untrue which resulted in me becoming liable for some £350.
I complained to the Much Vaunted Ombudsman who in effect told me that despite
the lies that the Salesperson told me I should have read and understood the Terms and Conditions on the TTM Website, which are the final decider.

Bottom line is, don't believe a word TTM tell you and don't for one moment think you will get a fair crack of the whip from the Ombudsman (or any Regulatory body for that matter). All they want is the quiet life with lots of Authority and absolutely No Responsibility

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Ahab the Arab - 21-Feb-14 13:23

Folks, complain to the Ombudsman on the link below: http://www.ombudsman-services.org/. Do not suffer anymore and better to the Ombudsman straight away. Talk Talk resorts to harassment to keep my custom. They can go to the bin. Let the ombudsman know and also write in to consumers' group. This is time better spent and you will have your problems resolved more quickly and satisfactorily.

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Bin Talk Talk - 11-Feb-14 16:29

I have been having so many problems completely not through my fault. Hours and hours wasted by Talk Talk.My experience with them is the worst I have ever had with any other. I had to complain to the CEO directly, but the complaint was passed to an utterly incompetent individual called Samuel Macsween who seemed somehow unable and unwilling to sort out the issues. For example, I asked to be disconnected repeatedly, but to no avail. I had to file a separate complaint of Samuel Macsween and pursue the original complaint through Ombudsman. Very distressing and time wasting. I will Never touch Talk Talk again and regret that I should have listened to other people's review of Talk Talk.

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Never TalkTalk - 11-Feb-14 16:23

Major thank you to Emma for those email addresses, weeks of grief and ignorance by talktalk, many many phone calls to India, ignored emails and yet one email to Charles Dunstone and an hour later FINALLY a reply!!! Seriously guys scream, shout and email the bosses that'll get the ball rolling. I wish I can leave the poor excuse of a company earlier than contracted. AVOID TALKTALK.

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Sarah - 8-Feb-14 16:41

I have had enough.
Talk talk can take a walk walk.
before tiscali was taken over by talk talk it was not bad but became a steady decline ever since.
I left BT because they did not impress me either.
now looking at what plusnet have to offer.
any one got issues with plusnet?

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la the la - 6-Feb-14 17:41

I have been trying since this morning to call AOL and inform them that we wish to cancel our broadband & phone services, since we're moving overseas.

For the record, we've been perfectly content with these AOL services over the years, especially when we changed from BT to AOL for the land line.

I held on the line for 35 minutes this morning, no luck. I called again this evening and held for 15 minutes, no luck. I then tried another option and after 10 minutes was connected with an unhelpful call centre advisor (in South Africa) who told me that as we wished to cancel our services for the end of February, we'd have to call back a week before!!!!!!!! This truly takes the prize for 5th world service; I've already informed, with no difficulty, the electricity and water companies and the District Council.

It defies belief that AOL / Talk Talk behave in this way and that the UK regulator allows them to get away with it.

What a depressing way to end what's been an excellent relationship with AOL on the broadband and phone side. The final straw was when the advisor asked me for my AOL password.......!!!!!!!! Of course I said NO.

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Sam - 5-Feb-14 19:37

Cubana wins court ruling for costs of time spent hanging onto Timetalk customer service line.

Timetalk are a broadband and phone company with an appalling reputation for customer service

In 2012, they took over a company phone line belonging to Cubana - a well known bar restaurant in London's Waterloo

They did this without permission and in the process, they also changed the number, meaning the company wasn't receiving incoming calls

Timetalk claimed this was an error, but they then failed to restore the line and number, despite saying they would

Cubana's managing director, former Tory Treasury minister Phillip Oppenheim, claimed damages from Timetalk, including his time for waiting on their customer service phone line, which frequently was never answered

Timetalk denied liability and fielded a top barrister against Mr Oppenehim

However, the broadband company lost - and although the court didn't accept all of the damages claimed, they accepted the principle that time lost for hanging on to a customer service line as a result of negligence was claimable and Timetalk have now to pay up.

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Cubana - 5-Feb-14 14:08

One has to laugh when looking at all the negative votes that the posts complaining about TalkTalk are getting. One can imagine some Indian Call Centre Supervisor instructing his or her staff to beaver away at the various gripe sites and vote negative comments down.

The irony of so many negative votes will escape them. Bless them!

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miserablemoaninggit - 4-Feb-14 20:40

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