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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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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

I have had nothing but problems from this awful and disgusting company!! Stay well away from them. I have just been charged £70 for an engineer to come out and tell me my connection is loose...it's loose because some t**t from talk talk spent an hour demanding that I unscrew my sockets and rewire them myself after countless times of me insisting that an electrician should be doing it. Then my internet went down AGAiN...they have taken £70 from my account with NO right! I spent over an hour getting passed around and they still took my money!!! I'm fuming, you just get nowhere with this company is just relentless idiocy through the company. They should be reported to watchdog!

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Hannah - 10-Sep-14 22:33

I am currently in dispute with Talk Talk for the service that is not fit for purpose! My broadband constantly goes down and as a consequence I cannot watch On Demand TV. I have complained frequently to them with little success. I contacted them again in July and they sent an engineer to my property, who told me that I should never have been advised to take out a contract with them, because I am so far from the exchange that the service will never work properly! Talk Talk are now demanding £211 from me because I do not want the service anymore and am breaking the contract. They are denying that they sent an engineer to my home at all. This means that some random stranger has been in my home fixing my phone!
I have contacted Watchdog and would ask that anyone else with Talk Talk issues does the same.
Maybe Anne Robinson can get some sense out of them because I am failing to do so!

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Elaine Beattie - 10-Sep-14 17:28

I have had over 6 months of grief from Talk Talk. My wife moved out and the account was in her name. When I tried to close the account and switch provider they wouldn't deal with me because I was not the account holder, despite it being my house and payments coming from my account. I was stuck in an endless loop. I sent payment to meet outstanding payment, but still receiving unbelievable 'can't deal with you' correspondence. Wrapped in their own broken systems. Never again will I go anywhere near them.

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Tony - 8-Sep-14 21:50

Just received that text confirming engineer will come between 08:00hrs and 13:00hrs, what the xxxx, I had an hour long phone call to confirm 13:00 and 18:00hrs, Ive booked the afternoon of my work to do this by the way. Then come the fun part, try speak to someone about there error, a bloody computer recognises your number and doesnt let you through to speak to a human, all you get is a poxy computer telling we know about your problem an engineer is coming, 8 time I eventually tried my mobile to call the customer complaints department, spoke to a human for 5 seconds and put on hold for eternity, on there premium rate number on a mobile, can it get any worse, o yes it can, now that computer has my mobile number that doesnt let me speak to anybody. Why and how a company is allowed to operate like this in a modern world is beyond comprehension, take cash for no service, is stealing.
I hated BT before but XXXX me nothing can be worse than this, soon as line fixed moving.
O and worth noting, anybody that gets talktalk through a BT line is being sold to BT or SKY shortly so jump first

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exasperated beyond comprehension - 4-Sep-14 21:24

I was called a lier and told none of my complaints had been logged then they wanted me to pay 50 pound to send out an engineer to fix there faulty equipment I have had problems with my internet since day1 im sick to death of this cowboy company

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screwutalktalk - 28-Aug-14 09:44

Alan, that's way out of order. Personally, I ran a mile just by looking at their adverts. There was something about TalkTalk's adverts for internet that just put me off my stroke. The way they'd bang on about internet for £ 6.99 or whatever it was repeating it again and again then for the briefest moment flash up on the screen £ 15.95 line rental or whatever it was but not actually say it. Now nearly everyone does this, Grrr. Why don't they just advertise the total amount?

Could anyone tell me if they ever decreased the internet price putting up line rental by a proportionate amount? Anyway, this is something to look at.
http://www.choose.net/media/guide/news/ofcom-warn-talktalk-misleading-dishonest-sales.html

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Couldn'tMakeItUp - 27-Aug-14 18:17

I left Talk Talk after just 4 days, when they blocked my phone no. after trying to report a problem. Thereafter, they agreed to talk to me 'but not about the problem.' Since; six-weeks of threats and runaround, demands for amounts of money they appear to have plucked out of the air and cannot substantiate when I ring them.
They are obstructive and evasive, and, in at least ten contacts, include three letters to UK addresses, have not produced a final bill for the two-weeks before I moved to Sky, who, incidentally, have been excellent.
Talk Talk - 'abandon hope ye who enter here.'

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Alan - 27-Aug-14 10:17

Boy.... i wish my wife had read some of these comments before signing us up with Talktalk. We have had regular phone and broadband issues for the past four years and each time an Openreach engineer has had to visit to rectify the issue by attending to a connection a few hundred yards away from the property. BT say it's too expensive to rectify the issue permanently so we have to live with the problem. Having RECENTLY switched to Talktalk and experiencing a loss of broadband service I cannot for the life of me get them to acknowledge the need for an Openreach engineer visit. I work from home in evenings dealing with overseas business issues and this is no sooo frustrating. TO ANY ONE THINKING OF SWITCHING TO TALK TALK.... DON'T TO IT THE CUSTOMER SERVICE IS NONE EXISTENT!

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MR FRUSTRATED - 27-Aug-14 08:04

I thought I was the only one having problems with TalkTalk. For the past months I been unable to access my account and frankly the situation was made worse after I spoke to the TalkTalk team. I do not have a contract at present so BT looks like they will be the favourable candidate for my custom.

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Annoyed customer - 26-Aug-14 15:49

Is it normal to be on a call with them for an hour and still get nowhere?

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bj - 19-Aug-14 10:41

Just before Christmas 2013, my broadband died. I tried a new router but that had no effect. I contacted TalkTalk, who told me it would be resolved within 48 hours, despite it then being a Saturday. I checked the timeframe as I was pleasantly surprised, and had this confirmed.
Dozens of phone calls later, and about a week or two later, an engineer came, and asked if TalkTalk had provided a new broadband router (Tiscali - the predecessor had supplied the original router). The engineer stated it would be normal for TalkTalk to do this, so I relayed this - and endured the frustration of the TalkTalk person telling me that an engineer would be coming. When I pointed out for the umpteenth time that the engineer had been, and this still not registering, I ended the call, and phoned back next day.
Meanwhile, TalkTalk advised me to buy a 3G modem and they would pay the bill.
I also had a conversation with a TalkTalk representative who refused to acknowledge my request for a proposed route to resolving the problem to be sent to me in writing, and when I asked if she understood the request, there was no reply. After several attempts to obtain any communication, I stated that I was now about to have a meal, and that they were not to call back, and asked for confirmation she understood, and there was no reply. I then had a number of phone calls from TalkTalk which interrupted my meal.
It took c. 6 weeks for an engineer to replace some parts of the BT side of the system, and then advise that a new router would be required, which I purchased, and restored service.
Since then, I have been trying to get an apology for the staff rudeness,compensation for the absence of service; compensation for the 3G modem I had to buy (and I bought the cheapest solution I could) and compensation for replacing the modem.
So far, after about 8-9 months, and dealing with Dido Harding, the CEO, who has often ignored my emails, we have made zero progress on any issue.
When I asked for their Executive Office team NOT to phone me, and to put communications in emails, I would have a barrage of phone calls, for which there has never been an apology. And this has consistently recurred!
As a result of the appalling service, I took my business elsewhere, having offered TalkTalk the chance to convince me not to, and not having had any offer!
Be sensible, NEVER use TalkTalk.

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DinghySailor - 14-Aug-14 12:36

DO ANY OF YOU KNOW HOW TO START AN E PETITION AGAINST TALKTALK IF SO PLEASE DO . PENSIONER AS PREVIOUS POST

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pensioner - 10-Aug-14 11:18

in April I moved home I tried talktalk home move for several days it kept saying due to technical problems try later I had also decided to get their broad band but as I was being passed all round the world trying to understand foreign languages whispered I decided not for me I had been asked to call many numbers some just left me hanging on , anyway I sent several emails cancelling most were ignored so I sent one to the C O E she passed me to her PA this all took several weeks and was difficult as I had to go elsewhere to use internet so I signed for BT they couldn't get a line into my home and said they had been blocked talk talk said an engineer would call I waited he didn't come then at the end of July an engineer did come spent about an hour fiddling about then said I cant put you on line there is no router , TALKTALK hadn't sent one so I did not go live recently the PA sent me an email saying I owed them£110 for the calls and two lots of breach of contract of 12 months the PA left her personal number and said call if you want to discuss this , I have called many times and left message she has never got back so I am being threatened and bullied by this awful company , I am a pensioner getting over an operation for melanoma I have cataracts and macular degeneration that means I will lose my sight , TALKTALK knows of this but is still bullying and harassing me , I am now very depressed also , no router so no contract in my book , please see talktalk own forum on facebook many many complaints for the same reasons as me about 100 to one against TALKTALK they are consistently voted worst company ., I can confirm that

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PENSIONER - 10-Aug-14 11:13

Talktalk are a complete waste of space. I am currently in the process of taking them to court for cutting of my service prematurely when I switched to Sky. I had been due to 'smoothly' switch over on 25th May, however, they cut off all of my services on the 18th May! when I complained, they blamed Sky, when it was proved it wasn't Sky's doing, they then blamed BT, when it was proved not to be BTs fault they blamed Openreach, this went on for several weeks, constantly pushing the blame. I eventually spoke to 2 of the CEOs Peter Marnoch & Jonathon MacDonald (both clueless twats) I don't think they've got a brain cell between them, how the hell they got to where they are is beyond me! Anyway, if you feel like wasting their time give them both a ring these are the direct lines to their offices. Peter: 03330 011971 and Jonathon: 03330 011989.

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gary - 9-Aug-14 21:34

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