TalkTalk connection problems driving me mad
I have been on TalkTalk for about a year. I did experience a few problems every so often and even changed my modem on three occasions. However none of those were a patch on the recent problems I have been encountering with this outfit for the past three and half weeks. I am generally a very placid person, but I found myself being increasingly irate having become so helpless and frustrated by their service.
My Internet connection has been down so much for extended periods and the telephone too has been either dead or extremely crackly, so much so you can barely have a conversation.
I have called TalkTalks technical support team, based in Delhi, about a dozen times a day. It is extremely infuriating as you first have to go through the routine security checks. You then have to explain all over again the difficulties that you are experiencing. Having to do this several times a day, daily for three weeks has been intolerable. Also when you dial their 0870 087 8777 number, (even with a poor memory I have now memorised it), the internet connection stays connected but stops again soon after you end the call!
All I have been told by TalkTalk is that there are "technical issues" or "quality issues" at our local exchange and the engineers are working on it. They say it will last for one, then two, then four days etc. depending on who you speak to.
I had a sick child at home and was totally incensed when they even cut my telephone line for two whole days without any warning. I could not telephone them to complain either without a phone line! Also I could not phone them from my pay-as-you-go mobile as often it could take 20 minutes before they answer. They have in the past kept me waiting for over an hour when directed to call the "higher technical team" or "escalation team".
Each time you call TalkTalk, they make you go through the whole routine of "please check your connections", disconnect each item, switch off, switch on etc etc. and ask you the same questions, whether you have any other connections, wires, fax, printers, telephone extensions etc. etc. as if its the first time. None of these apply to me. It's as if they have no customer records!
As I type this gripe my Internet has been disconnecting frequently today and Ive called TalkTalk of course. The connection may then come back for a minute or so and then disconnect again. I have called TalkTalk literally about 93 times today, just to get a brief connection. I will probably develop RSI at this rate and I have spoken to those poor chaps in India at least 5 times, the last call being an hour ago and lasting about 90minutes (including hold time). Still no joy in resolving the issue by the way!
have never been more ready to change provider and dont mind paying a little more now just to save myself a lot of grief! No one knows how long this will take to resolve or even what the problem is. TalkTalk does not warn you in advance if they wish to cut you off for a few days. Nor do they apologise to you. They always make it look as if the fault is at your end. So much so I was advised to change my modem yet again and even to change three micro filters, all in the last two weeks. They keep assuring me that they will resolve it. Yet they do not have the courtesy to send an engineer, even though I have offered to pay for this myself.
My reason for writing this gripe is to provide others with an insight into what level of service they may receive should they consider signing up with TalkTalk. At least this was my experience and it has been a complete nightmare that has practically reduced me to tears.
By: Gerrald
Comments from visitors
We stopped the direct debit because we had had enough of their nonesense and recently got a letter telling us that our details have been forwarded to a debt collection agency since we refuse to pay our bills!
We are seeking legal advice because this is just not right!
My advice is DO NOT choose TalkTalk!
peter madder-smith - 22-Sep-11 09:06
Ping = 500 ms
Down = 0.68
Up = 0.33
After calling "customer services" "thats a laugh" for over three weeks twice a day. Nothing. After going through hitting 1,2,3, or 4 get through, then get passed over to another department. I am told its all my end never theirs. I will be writing to the omundsman along with proberbly hundreds of other poor people. I thank goodness its only broadband and not the whole package I have to put up with. I am starting to look for another ISP now. This is enough.
He then received a Welcome Pack from TalkTalk indicating that a new contract had been entered into - this was not the case. I wrote to TalkTalk, asking that £13.94 be reimbursed to him and requesting they remove my brother's details from their site. As a result of this, TalkTalk phoned my brother and told him a cheque for £13.94 would be sent to him and confirmed that his details would be removed from their site. The cheque was subsequently received. My brother has since received invoices from TalkTalk and I have written to them on more than one occasion explaining my brother is now with BT and knows nothing about a new contract. This has now escalated to the point where TalkTalk have put the matter in the hands of a debt collection agency for a sum under £200. I would never consider using TalkTalk and will have no hesitation in advising anyone of the problems we have encountered with them.
I decided to cancell it but the cancellation department advised me to be paying through the phone without incuring additional charges.
To my dismay, they still charge me for not paying through direct debit. Could somebody look into this.
LAWRENCE AKINWUMI - 17-Mar-11 19:26
So Surprise Surprise, I am now in receipt of a further bill, the promised refund has been cancelled and I have received a demand for £4.50 because I cancelled the DD to them and they want me to pay by 22/03.
Fortunately I have kept the email from Waterford and I am looking forward to a fight with this terrible company. Watch this space
Roger the TT Dodger - 12-Mar-11 23:38
Brian Pattrick - 25-Feb-11 09:32
I got to the point of nervous breakdown with this bunch. Last spring I moved line rental to them. Took a connection fee out of my next DD without telling me. After pointless calls as a courtesy next month the took it off (too right. Was never told about it) but still gave the impression it was my fault for not knowing. In Oct I noticed they were charging for paper bills (no warning again). After them getting my email address wrong (corrected them) went for online bill. Nothing paper/online till Jan 11. Read the tutorial. Click the link. Wouldnt accept my email addr. Tried their incorrect one, that didnt work. Since then I have spent 3 or 4 hrs on the phone (takes about 45 mins to ansa), endless email replies to their pointless ones. Repeating my email address and account number. One call, ys we will send you a paper bill (over 2 wks ago). Got it today. Its the current one, not one of the 2/3 I am owed. Gone to another comp only to be told TalkTalk bought my line and will charge my new provder £45 to release it. Formal 3 page complaint lett sent 10 days ago by rec del about the £45 charge above that TT didnt tell me about. Appalling service. Take my money but a cant see what its for. They have had the audasity to say, 'our system has lost your account, lost your email address, ring us back next week, you will have to set up a new email addr'. I have had emails telling me not to cancel the DD, as I will get extra charges. Go ahead TT. Bill me. Thats what I have been pounding on about for 5 weeks. A bill is all I want. p.s my complaint has probably gone in their bin with many others, with reimbursement for the release cost. Its simple. Nothing more. I am having a breakdown now.
I came home from hospital with my husband who is suffering with leukemia to know phone or broadband, although promised to be back on within 24 hours I am still waiting 75 hours later and every call to Talk Talk I get shoved from pilar to post and told a different story.
I want to cancel my contract and I don't see why I have to suffer because of there inabilities to communicate properly. I have been an AOL customer for over 15 years and since TALK TALK have come on the scene and changed the payment system, my life is hell over £14.19, which was paid straight away!
I have attempted several telephone calls, and have been passed between their so called 'customer service' and the cancellations team, and waited 2 hours for a call back from a Manager, which funnily enough I did not receive.
I am so angry I could cry. They have made me feel this way as their is no-one to turn to for help. I shall never recommend TalkTalk to anyone.





