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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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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 ...........

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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

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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

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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!!

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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

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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!

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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.

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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.

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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.

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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.

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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.

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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

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Red67 - 9-Oct-14 19:19

Never again! Are unable to repair net and landline! Last time a was waiting a whole month. Now again does not work, Talktalk is completely incapable.

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Monika - 8-Oct-14 17:18

My son was fed up with the charges and poor service from Sky so he had the misfortune to go with Talk Talk. If Sky customer service was poor then Talk Talk customer service must rank as pathetic and abysmal. My son had a router which worked for 10 days and then stopped. An engineer was called who informed him that as it was set up wrong it had blown up. He installed the new router and what an installation wires were left loose and run on the floor from one end of the house to the other across door ways. With absolutely no thought whatsoever about safety. In my opinion a child of five could install like this., and they call him an engineer.

My son spent an hour on the phone trying to get some sense out of the customer service people but no joy. I then intervened and after 35 mins of talking to what was supposed to be a manager who told me that the installation was correct as the router had to be by the BT box by the front door otherwise it would not work.
Eventually he conceded and agreed to arrange for a BT engineer to correct the problem FOC and that he would also like me to e-mail him the photographs of the bad installation.

Hey Ho guess what the BT engiener arrived and did a great job which was the one truthful part of the conversation. As for them paying for the BT engineer that was a lie as they are now charging my son. Also wanting to see the photos was a lie as the e-mail address supplied was non existent.

So to sum up all I can say is that Talk Talk must employ idiots and people who tell lies. TAKE A TIP STAY AWAY FROM THESE IMBECILES.

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Koojioe Bear - 6-Oct-14 14:00

STAY AWAY FROM TALK TALK. I'm currently having the absolute WORST customer service experience of my whole life. If there was an award for most appalling customer service, Talk Talk would definitely win.

I am SICK FED UP of calling Talk Talk, being put on hold for 20 minutes at a time, to speak to a non-English speaking call centre employee who transfers me to at least 4 different departments to "HELP" with my issue of having NO TELEPHONE line in my home after 4 months of waiting for one.

In total, my partner and I have had mobile phone bills of about £29 of charges trying to call TalkTalk to deal with our issue - because we do not have a home telephone line to call with. (the whole problem!).

Between us, my partner and I have also had 4 whole days (holiday) off of work to wait about on absolutely useless engineers turn up and NOT FIT THE FRICKING PHONE LINE because their "notes" didn't say their visit was for that... or better yet... no engineers turn up AT ALL on 2 occasions.

I'VE HAD ENOUGH. I'm actually on the verge of tears and the amount of stress they have caused me is ridiculous. I don't understand how these huge national companies cant have a decent customer service!

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raginggemma - 6-Oct-14 13:10

Do not go with talktalk. I've signed for 18months with them and its the worst thing I've done. Their customer service is a pile of shit. The staff haven't a clue what they're doing. I've spent hours on the phone with them going round in circles and not getting my problem fixed. Total idiots!!!!!

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Frank - 4-Oct-14 21:13

i have talktalk the only gripe i have with them is they keep sending letters to the wrong address i have tried five times to tell them my correct address but they still send letters to another address the people on the over end of the phone have a job to even understand what i am saying, i am british from birth at the old age of 67, and speak perfect english, they do not .talktalk get your act sorted out

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tomtom - 2-Oct-14 09:26

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

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

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