Loading

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

Share on Google Plus

Comments from visitors

Post a comment

Hello!

Comments have been temporarily disabled whilst The Weekly Gripe website is being moved to a new platform. This process may take a few days and you will need to register on the new site to post comments. Look forward to seeing you back again soon!

Best Regards
Kenny (Site Admin)

Page: 1 2 3 4 5 6 7 8 9 10 11 .. 146
Sort:

For info the email address for TalkTalk's CEO is dido.harding@talktalkplc.com
Her name Ms Dido Harding.

You may get a better response using this rather than their call centres, (Then again you may not!) However at least you will waste some of their time and not just your own

0

 Vote for this commentVote against this commentClick to rate Report This Report

anon - 7-Nov-14 14:10

This gripe does have an impact. I now automatically throw away any literature I get from TalkTalk offering a cheaper rate than my current phone and broadband supplier, BT, remember the comments on this site.

There have been so many gripes about this company that I was certainly STAY AWAY FROM TALK TALK, as raginggemma emphatically advises.

0

 Vote for this commentVote against this commentClick to rate Report This Report

miserablemoaninggit - 6-Nov-14 13:11

I truly sympathise with all of the Talk Talk customers with the issues wiht installations and bills. My problem is far simpler. You know when you open an account with Talk Talk they provide a box that simply asks you if you mind being contacted by Talk Talk regarding new products or services and any affiliates, well I always say NO to these with all companies which stops the cold calls. Well Talk Talk called my home at 16:20 when I am at work, but refused to talk to my partner as she was not the bill payer and I have informed them that my partner has the right to speak on my behalf regarding the account should we have any issues and I am not available (Reasonable request I think). So I return their call and ask why they are cold calling my number again, because Initailly they called me a number of times in their so called 28 day cooling of period and I made it clear during those calls I was not interested and not to call my number. Anyhoots I listen to some Asian guy tell me they did not call me and asked him why is it I wrote the number down from the call log, called it and was now talking to him if he didn't call me. That got me put on hold for 20 minutes so he could transfer me to a manager (Which I think might have been a cleaner of his sister), well she denied that they made the call and I repeated that this was a return call and then she apoligised and said she would mark my account not to be called, but this request may take up 28 days to be completed and I may get more calls during this period. Can someone please tell why a simple request held on electronic data that can be seen by anyone accessing account take frigging up to 28 days to update their cold call lists which obviously could be done by an overnight batch process. I honesty I weep for the originators of the Computing and IT industry because they believed that e-Data would be more efficient and quicker seems it is rolling back to the old days of send a letter in and wait up to 28 days for a result. Anyway to add insuly to injury they called again the next day and woke my child up (I know I could switch the phone off) and she is going through teething at 8 months old and once she is awake it takes ages to settle her again. Anyway I explained to the numpty on the phone that i specifically requested no more called and told him his call woke my child (Yes I said it in an angry tone) and he laughed at me and said it wasn't his fault he didn't know I had a sleeping child, so I said no you didn't but you have a marker on my account saying don't call me, but you're either a reatrd who can't read or a person who likes to ignore peoples wishes. I could go on about this, but to be honest I am so looking forward to ending this contract with Talk Talk. My Advice is simple if you want to deal with a decent telecoms company that treats it customers with respect do not choose TALK TALK.

0

 Vote for this commentVote against this commentClick to rate Report This Report

Hawks922 - 6-Nov-14 09:40

Do not use talk talk.....traumatised big time n dont know how to put into words how they treat customers......no line 2 weeks later and possibly another 2 weeks and theyve got rid of my number....im so angry n upset but noone at talk talk wants to listen.......what a shambolic company

0

 Vote for this commentVote against this commentClick to rate Report This Report

Dawn - 5-Nov-14 23:18

I think there service is disgusting. I spent the majority of my lunch hour trying to ascertain one thing - why had an engineer not to turn up and promised to set up our broadband. After having to prompt the idiot on the other end of the phone to stop referring to his god damn script and answer the question I just asked, it would appear an engineer had been, but all the work is done outside. Thus - my partner would not of had to wait up half the day after a 12 hour shift, nor would I have had to spend my entire lunch hour which consequently meant I didn't eat, and at 18 weeks pregnant if I don't get my food on time I turn into a monster, but I've more than likely run up a fantastic phone bill. Why on earth would they send an automated message, to say someone is coming if no one actually is is beyond a joke?

Prize prat at the end of the phone also tried to tell me I had to make a complaint there and then. Didn't quite understand anything I was saying! Thoroughly unimpressed and if the internet is not active tonight at 12pm as promised...talktalk better prepare for one stressed out and angry mum to be giving them an earful!

0

 Vote for this commentVote against this commentClick to rate Report This Report

Tasha5192 - 31-Oct-14 15:38

Talk talk are an appalling and imcompentent company. They over billed me on a final bill and I called and was assured they would only take what I owed and my account was amended and not to cancel my back account or I would be fined. I had there talk talk box still which I said I would return when my account was all correct and closed,, needless to say they took the money so stole money which was mine and not there's and another call to them who said I had to wait for the next bill calculation to get my money back. I didn't get my money back and got an account credit and now they have fined me for not returing there you view box and threatened with admin charges it's a joke. I am happy to send there box back when I get the money they wrongfully stole from me. Talk talk are a complete joke and need to sort out there errors and appalling customer service. I'm fed up at spending an hour or more trying to sort it out and getting nowhere! If you are thinking of changing to talk talk please think again

0

 Vote for this commentVote against this commentClick to rate Report This Report

Beth - 30-Oct-14 22:38

totally disgusted with the whole service,had 3 engineers down,walk in with there silly machine unplugs everything ,starts in back up ,and hey presto its working for a couple of hours had the same issue for weeks now,all i get on the phone is is sorry sir for your inconvenience AND THANKYOU FOR HOLDING,SPENT ABOUT 5 HOURS ON THE PHONE,I WISH I COULD MOVE ON TO SOMEBODY ELSE BUT THEY WANT £280.00 CANCELLATION FEE,BUT THINKING ABOUT IT I HAVE LOST THAT ON COMING HOME EARLY FROM WORK TO MEET ENGINEERS WHO ARE NEVER ON TIME,

0

 Vote for this commentVote against this commentClick to rate Report This Report

ROY - 30-Oct-14 22:00

Arghhhhhhhhh!!!!!!!!

Words fail me and I have no more hair to pull out. Hours spent on the phone with no result. I'm dizzy with going round in circles. I asked to speak to a Manager and the reply was 'I am a Manager' - Yeah right!

Four days waiting for an engineer to turn up - and you guessed it - no one appeared. Now have been told next appointment will be in 8 days time.

I have better things to do with my life than spend weeks chasing this company to provide me with the service I am paying for.

Time to switch - but who to?? All telecom providers seem to be as bad as each other.

Perhaps I should resort to letter writing like the good old days.

0

 Vote for this commentVote against this commentClick to rate Report This Report

Chrissybea - 30-Oct-14 17:38

Let me add my bit to his page. I'm sure it will be continued !!
On the 30th August 2014 I made the mistake of ordering a phone & broadband diservice from talktalk !! After a 2 week wait and receiving a confirmation of the order, I'm told that as a stupid customer I haven't place my order correctly !! Than it transpired that there was a phone line problem and it was blamed on BT. Talktalk great customer service employees on one occassion went as far as to tell me that if I don't like it I can go elsewhere (in those exact words) !! When I explained that I need the phone line ASAP as I have a child with a disability and the area I'm living in has a very poor mobile reception, there answer was a sympatatic one but that's how it is. So another ordered gets processed and I have to wait for another 2 weeks. Close to the date I receive another text telling me that there is a problem once more !!! After kicking up a fuss about it I get connected with Michael Moran from their CEO office. THings started to move so I hoped. Eventually I got broadband and a couple of days later a phone line. I thought things were finally over. Compensation three months service, when I said that this wasn't enough for the amount of calls I had to make on my mobile and while travelling on business to sort this out the answer from the CEO office was that I should be thankful as it wasn't their problem !!

A week and a half into using the service I start experiencing problems getting into various websites. So I call Talktalk and am told that I have a temporary service and have not got fibre broadband yet !! Why I ask ?? Oh silly me again I did something wrong in the order again !! Forget all the phone calls and the email confirmations I received !! So I call Michael Moran from the CEO office again and he doesn't answer me for two days. Than my phone line goes dead !! Since I am now totally annoyed I go on twitter and tweet about this - Suddenly Michael Moran calls me !!! WOW amazing !! He than proceeded to tell me that he had told me that it would be a temporary service to which I replied he had not and that this was not correct and I asked for a recording of this conversation ! As a customer, what do I get ? Thsi guy starts yelling at me and treating me like I'm some idiot and when I remind him that I'm the customer he said that he cannot deal with me and is going to ask for my case to be assigned to another person in the CEO office. Well two weeks later and no one calls from the CEO office not even to apologise. I finally get my phone line back after two days ! And my much promised Fibre broadband is due on the 26 October !! So the 26 October arrives and now my internet is completely dead !! Not only do I not have fibre optic but no internet at all. Call talktalk and they tell me to wait 48 hours until an engineer comes over and if it is found that it is my fault (once again) I will be billed 50 GBP !! Amazing customer service at it's finest !! No wonder ofcom has stated that this is one of the worst serviced providers ! Now I know where they got this reputation from !! It's all true !! To be continued ...........

0

 Vote for this commentVote against this commentClick to rate Report This Report

talktalk all talk zero service - 26-Oct-14 23:57

Does anybody know anyone higher to escalate this to? They shouldn't be allowed to trade, it's complete theft. I haven't even got the energy to explain how they've mucked me about. They shouldn't be trading

0

 Vote for this commentVote against this commentClick to rate Report This Report

ali g - 25-Oct-14 14:18

mylist of grievances against talktalk would last me to the end of my life and as they are taking days out of it talking to them i better not waste toomuch more time. my top bad experience was being pressurised into taking their tv package changing my mind the next day and informing them of this and then spending the next 6 months trying to explain to them i didnt have the tv, i didnt have that service and i shouldnt be charged for it. they cut me off, saying that i had to pay for that service i had to pay 200 pounds to get reconnected which as i say took me months to get back.
their complaints service is basically internal and a 'service manager' coming on the phone saying that he will deal with things. when i was at the height of my chaos with them 220 pounds down paying for a tv service i never had, i wrote to them and offcom, i never heard back from them. the complaints email on the website doesnt seem to work, and they want to you to ring and then your into their internal complaints service which they pass on the complaint: at a minimum it is not transparent and very difficult to access: thanks for the website

0

 Vote for this commentVote against this commentClick to rate Report This Report

will - 22-Oct-14 12:29

After 23 days of no broadband, 4 visits from BT engineers and emailing CEO office I decided to cancel my account with Talk Talk. Broadband came back for little while once last engineer visited but fell out after few hours. Complained yet again and was assured it would get sorted, albeit they suggested I switch t Fibre Optic once sorted. Upsell or what. Funny how after my call to cancellation dept got my connection back, as I was refusing to pay cancellation charge. Unable to use You Tube or I Player as speeds are below 1.0 mb since getting connection back. All very suspect to me. Don't touch them with a bargpole. I have been a customer for many years but am leaving them as one very unhappy bunny!!

0

 Vote for this commentVote against this commentClick to rate Report This Report

Sluffy - 19-Oct-14 16:36

Please don't bother with talk talk the only people you will talk to is customer service who can't understand you or you them it's a disgrace

0

 Vote for this commentVote against this commentClick to rate Report This Report

Tereasa - 17-Oct-14 14:26

I have been trying to resolve a complaint with TalkTalk since 9th September and have got nowhere. In desperation I have e-mailed their CEO, Dido Harding. They charged me £9 for a 1.5 minute call to Directory Enquires, did not tell me when I signed up that there would be a usage allowance on my account of £20 per month, and did not supply me with a full set of terms and conditions. I have now sent them an invoice for £300 for my three hours of wasted time. If they don't pay I shall take proceedings in the Small Claims Court!

0

 Vote for this commentVote against this commentClick to rate Report This Report

Brian Stone - retired solicitor - 15-Oct-14 18:13

After switching to a new provider TalkTalk are blocking transfer of my telephone number and allowing its transfer to my new provider. I understand this is a marketing ploy to get customers to stay with TalkTalk, fat chance it's just got me hot under the collar. I have made a formal complaint but don't hold out much hope of it being successful. I would urge anyone switching to get TalkTalk to agree in writing that your number can be transferred.

0

 Vote for this commentVote against this commentClick to rate Report This Report

Disgruntled - 15-Oct-14 11:43

i left talk talk around 3 months ago after i kept losing connection on my internet and a few months before that they offered me a youview box witch they said would be cheaper for me to transfer my sky channels to. they sent an engineer around 20 days later to install the youview box. when the engineer installed the box he told me my internet speed was too slow to use the youview box. so i contacted talk talk about this and they told me that i had gone past the 14 day returns policy and the best they could do was upgrade me to fibre optic broadband. i told them i did not want fibre optic and i would just take the loss of £5 a month extra on my monthly bill. after about 8 months of losing internet connection i phoned talk talk to cancel my package and explained why i wanted to leave after contacting them once or twice every month for the last 8-9 months and she told me there would be a final payment of £38 and they sent a returns bag for the youview box. i sent it back after cancelling my DD with them and they told me they would send a slip for the £38 final payment to pay at a post office. well they did not send a payment slip or contact me after that and around 3months later i have received a letter from a debt collection agency telling me i have to pay £165.70 for the remainder of the contract and cost of the debt collection agency getting involved am i the only one who they have conned like this? well they can go fxxk themselves i will never have anything to do with talk talk ever again.

0

 Vote for this commentVote against this commentClick to rate Report This Report

steve - 13-Oct-14 15:20

Does anyone else have problems with incredibly slow email with this appalling company?

Sometimes it takes hours for a mail to arrive, either inwards or one going out. If they do can you please tell me what you did about it? I need to cancel and find another supplier but my life is upside down at the moment and I don't want the disruption of possible being without phone and broadband if it all goes wrong changing to a new company.

Any advice welcome please. Also how long other people found it took to get a new ISP and if you had a period without phone/broadband. I heard that talktalk do anything they can to keep you as a customer and then if you do cancel they just cut your off even though you have paid for the rest of the month.

0

 Vote for this commentVote against this commentClick to rate Report This Report

HATE TALK TALK - 13-Oct-14 12:45

I ordered talk talk broadband and TV via the Internet on the 2nd September, they said they would arrive to install it on the 25th. No one turned up and I wasted a day waiting for them, I called in the evening and asked to cancel the order, they said no problem and would refund me the line rental and and compensate me for the line rental that I paid in advance for the year and the loss of earning and service. I have now been waiting 3 weeks and still no refund for the £172.00 that I have paid them in advance and still no £175.00 for loss of earnings as agreed. I have spoken to 8 different people who have all said that they will get the full refund to me within 5 days direct into my bank account. I am hoping that the fact every call from my mobile is recorded via a clever little app may prove helpful when I start legal proceedings against talk talk.

0

 Vote for this commentVote against this commentClick to rate Report This Report

Mr Warner - 13-Oct-14 10:19

Finally got through to the CEO Office, asked for compensation for having to endure 2-weeks loss of service and business due to activation problem on new Fibre Optic line. So many hours lost talking to representatives based in India and Philippines in order to have issue resolved. Was offered by one representative £40 credit, told them that was not even close to compensate with what had been such a stressful period. Hoping now that CEO would be able to relieve the matter with better offer - WRONG! They offered 1-months free service as means of compensation. If anyone has managed to get out of contract with this pathetic company, please share. Also BBC Watchdog, if you are reading - I request you take up the challenge of calling the talktalk customer service team to see how much these people lie in order to buy themselves time.

0

 Vote for this commentVote against this commentClick to rate Report This Report

R&C - 12-Oct-14 01:47

Broadband speed struggles to get above 5mg when there test center says I should be getting 9.7. They have tested the line and say its a problem that must be in the house since I have lived in the house from new and no one has touched the wiring so how can that be the problem. Never had speed problems with Sky. Now talktalk say I must pay £50 for an engineer to come out and check for a problem. I just don't see why I should pay. If when they did come out and found that it was a problem caused by me or my family then I would pay but that ain't going to be the problem. All my computers, tablets and phone are not a problem as they work fine in other peoples houses. So why would they suddenly go on a go slow when at home. They must think I can over on yesterday's banana boat. Well talktalk I did NOT

0

 Vote for this commentVote against this commentClick to rate Report This Report

Red67 - 9-Oct-14 19:19

Page: 1 2 3 4 5 6 7 8 9 10 11 .. 146
Sort:

Close

Enter email to receive updates:RSS Feed

Twitter