TalkTalk problems driving me mad

Uhm well wouldnt the first thing you do before you report a telephony fault is check your equipment? That might have saved you some trouble...

Right now, having just got off the phone to Talk Talk, my stress levels are at an all-time high.

We developed a fault on our telephone line (unable to make or receive calls) and needed to report it to Talk Talk. “If you have a problem with your phone, call us on …” So exactly how are we to PHONE you to tell you our phone isn’t working when we can’t actually make calls? Perhaps you think we are all mega rich and can afford to make 30-minute calls on our mobiles? (As I found to my expense last time there was a problem!).

Anyhow, I decided to call from work (20 minutes listening to “Something in the Air”!). “Unplug your phone…”. No, I thought, I’m not going through the whole “switch it off, switch it on” routine. I explained I wasn’t at home (and the reason why I couldn’t phone from home) and hence I couldn’t perform their ‘tests’. But it didn’t sink in. All I got was “I understand your concerns, sir, but you need to unplug your phone…”

“I can’t unplug my phone because I’m not at home because I can’t make calls at home”

“I understand your concerns, sir, but you need to unplug your phone…”

Now, I’m certain I was speaking English. But just in case, I explained again… and again … and again. Finally the penny dropped or perhaps not.

“Well, if you have another phone available, can you plug that in?”

“No I don’t have a spare phone lying around … and I’m NOT at home”

“Well, if you don’t have a spare phone, you need to unplug your phone and take it to your neighbour’s house and plug it in there to see if it’s working”

Now if this was 1st April, I could understand, but this was just getting ridiculous.

Finally, I gave up and told them “Forget it! I’m taking the matter further. Your service is appalling and I’m reporting you to BBC Watchdog”

“I understand your concerns, sir, …”

Well, at least they’re consistent!

In my opinion and finding Talk Talk are a disgrace. Since signing up last October, these last months I have racked up hours of time on calls to them trying to get problems sorted out. These
All in all, I am amazed that this company has not been prosecuted.

I found the TalkTalk telephone support to be lacking also, all I wanted was to be put on a different line profile. Got in sorted by posting on the official TalkTalk forum anyway, staff are around on there to help in their own free time!. http://www.talktalkmembers.com/
I am happy with it all it all and the price is hard to beat.

Yeah I signed up over a year ago and at first it was ok but then my internet connection went down for over three months and I kept phoning them, finally after three months they realised that one of their people accidently but a barr on my account. It was all good again even after the heart aches I had, but now they keep telling me that I havn't been payng the bill, which is total bull 'couse I always pay. So I phoned talk talk and tried to pay for the bill and the man said the payment was not accepted. I told them that I will phone on a later occasion. About an hour later I was checking my bank online and realised that there was over £400 pounds missing, So the next minute I went over to my bank and the woman told me that Talk Talk had took the money 10 times, she then proceeded on calling them and faxing over the details of what they had done so in a week I got all the money back. Then my line got disconnected with my phone, So I had to go over to carphone werehouse and talk to them, The man said that they had disconnected my broadband and line becaus ei had not payed them! I got frustrated and just payed on the spot. So after all the heart ache i'm thinking of switching to virgin maybe.

I signed up last March and the line was transferred by the middle of April as expected. Broadband finally went live 2 months later in June after many calls and even a letter to the chairman (1 week after that actually!). Anyway, it's worked relatively OK since then although not dramatically fast.
Then on January 23rd broadband went off although the line is mainly OK still but a bit crackly at times. Since then I've made many calls to 2nd level support directly on the 0870 087 8080 number all to no avail despite more than one of them saying the fault is definitely on the line or at the exchange. I even got a call on the 9th Feb saying an engineer will be in touch in a couple of days to arrange a visit. Guess what? No call yet.
I've been on again last night (18th Feb) and supposedly got even more tests done and have been told to call back today for yet more tests to be done "at a different level". How many levels do they have?

I've borrowed working routers (no ADSL light!), changed filters (no ADSL light) and tried my router elsewhere (ADSL light on) so the fault is on the line or at the exchange as far as I can see. But what can I do to get them to fix it?? Another call and wait - one Sunday two weeks ago I put the phone on loudspeaker and after 1 and a half hours there had been no reply only the repeated "Something in the Air" track time after time after time - and not by Thunderclap Newman either!! Or is it another letter to be sent???
Seriously though, they are not providing the sevice contracted so the cancellation within the 18 month timeframe should be accepted as I see it. I guess you get what you pay for...

Was with Talk Talk then decided that I had enough of their excuses and wanted to leave, asked for my Mac No: & transferred to BT at a cost of £50 [£30 setup & £20 first months rental]. I then received another modem from TT and the next thing I knew was that TT had grabbed my line back without permission and as a consequence I have lost the £50 I paid to BT. I have tried to get the £50 back from BT but they say that I no longer have an account with them and the charge is legitimate [I agree, after all they did setup the Broadband] and TT say nothing to do with them as it was a charge by BT. I consider this theft [of my line] and TT have involved me in an expense that they should reimburse me for. I'll not hold my breath for the refund and am now loathe to leave TT in case they do the same again and I lose another £50. I think TT stink and in the interim I shall be seeking advice from Trading Standards & the Office of Fair Trading & OFCOM. STAY AWAY FROM TT THEY ARE ABISMAL

another person here who is extremely disatisfied with Talk Talk. We first signed up in September last year, the result being that as well as not getting a broadband connection, our phone line could not receive any incoming calls. After countless calls to Talk Talk to try to resolve this, we decided to switch to BT. We have now been chased by Talk Talk for payment of a £70 disconnection fee. The advice of the company chasing the payment is to pay this, to avoid getting a bad credit rating etc, and then continue discussions with Talk Talk to get a refund. With my experience of Talk Talk I think there is no chance of this refund, so I am refusing to pay the £70. Would advise anybody not to use Talk Talk in any circumstances, the customer service has been appalling.

I have had the same problems as most of the people above, I had crackly line, the internet kept disconnecting and I made loads of calls to India etc. with a crackly line and people I could not understand. Every time I gave them 3 examples of the problem, they wanted 3 more and so on, after 1 month had passed and nothing had been done I went back to BT. I paid all outstanding call charges, but have refused to pay the £70 cancellation fee which I feel is a con considering the service I received. There have been several letters passed between us and I am now being threatened with debt collectors and being black listed. It would be all too easy to pay the fee to get them off my back, but it is a matter of principle, as I feel they are getting money under false pretences. I would be interested to know what has happened to other people in this instance.
Take my advice, do not under any circumstances have any dealings with Talk Talk leave your phone line and rental with BT or you will regret it.

I joined TalkTalk 10 days ago and the connection has not worked since day1. I have made 12 calls to Delhi and Hartlepool without getting the problem resolved. Endless testing is getting nowhere and I am getting conflicting stories about the engineering work that is being done. At one point they gave me a ticket number that they claimed was for Opal telecom engineers to look at the line and inspect my home phone points if required. I rang Opal the next day to find they don't even have their own engineers let alone a contract with TalkTalk.

After a "hard sell" telephone conversation about changing to Talk Talk broadband which I declined, I have persistently been charged a Connection fee on my subsequent accounts. In spite of repeated telephone complaints and assurances that I should be reimbursed immediately, nothing has been done. I should add that I have documented all calls with names, dates and times. I suppose it is thought I shall get fed up and leave it. I shall not do so - it is theft. I wish I had not moved from BT for my Calls, and even if it costs me more at least I hope I shall not have the stress of dealing with people who clearly lie to me repeatedly. I must have spent a matter of hours holding on in order to speak to an "agent" as they are known.

We've been with talk talk for 6months now another 12 to go. Have just been informed need to move us to a new exchange as area we live in expanding and present exchange can't cope. Told it would take about 5 days and we may loose line for about 1 hour, but Talk Talk would indever to make it as smooth and seamless as poss. It,s been nothing but!!!
we lost internet for five days and when finally got through to someone who could understand what I was saying. They informed us BT had put a cease on the line as we were changing providers. We had never agreed to this. BT were unaware of this. I've spent two days being told Talk Talk cant stop the cease need to speak to BT. Weve had letters now from Talk Talk saying we owe them £70. But when we've spoken to Talk Talk complaints department we're told thes no such problem and it's just the change of the new BT exchange.I've spoken to nearly every member of TT staff and get a different response every time. we now have internet but cannot get incoming calls. I'm at my wits end now. TT have left it to me to sort out as they can't stop the cease from there end. I've had enough i've taken it to ofcom to get them to try to get to the bottom of it. It's time TT started talking to their staff!!! I would not recommend TT to anyone. STEER CLEAR!!!!!