The Weekly Gripe

FEATURES

Gripes the News
Gripes in the pipes
The Soapbox

Talk Talk and their very poor customer service

2962 comments  Add a comment

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


Leave a comment

   

First Prev Page 1 of 6 Next Last

Craig

Re: Incident: 160207-000345

Shortly after emailing my post I received a call from TalkTalk who have decided to waive the £65.00 engineers’ fee and close the investigation. That was very unexpected but I am very happy that they gave it a second look and this has now been resolved.

Thank you TalkTalk
8th Feb 16 05:02

!

0

Craig

Incident: 160207-000345

In December 2015 I rang TalkTalk to report a damaged junction box on the exterior of my house due to bad weather; the operator told me if this was the case I would NOT be charged the £65.00 call out fee.

7 weeks later I see that my February bill includes a fee for an engineer call out who, when arrived had no Idea why he was there except that there was a fault on my line, which was INCORRECT. When my wife explained it was a damaged junction box he promptly replaced it then left.

I called TalkTalk several times to explain that there had been a mistake and that the engineer had actually replaced the damaged junction box so there should be no need for a charge, but the operator was adamant that the charge was correct, because the report says that there was no fault on the line, which is correct because I never reported a faulty line I reported a damaged junction box,

I have sent a picture of the work done and a requested that they review their recorded calls for confirmation that I reported a damaged junction box and not a faulty line.

Having read some of the other posts it seems that the relationship with TalkTalk and British Telecom Openreach is very poor and needs addressing because the customers are footing the bill for their lack of coherent and accurate communication with each other.

My next step will be the Telecoms ombudsman then the small claims court.

8th Feb 16 01:02

!

1

Medicmike

I would like to congratulate talk talk for a Guinness book of records tried to watch Netflix which took 22minutes to download then to watch a 90 minute movie it took 3hours after the movie rebooted35 times well done talk talk total rubbish and it is a waste of time complaining because they say it not. There fault
7th Feb 16 04:02

!

1

fed up

Reply to your comment
I also changed to bt this was back in April 2015 talk talk have completely messed the simple change over up.
I was charged for line rental for three mouths after the change over date so l sent a letter to customer services. They replied with a agrement which I done.then today I have received another final demand for more outstanding amount which says they have tried to contact me several times.
not every one is like them.
I am now going to take legal advice.
they call it talk talk perhaps they should take note.
4th Feb 16 08:02

!

0

james

If you are not happy with your Broadband Provider and feeling lots of Issues.
Then it's time to Switch Your Broadband Services.
Compare deals from all Broadband, Digital TV & Home Phone providers and also save upto £100.
Including: SKY, Virgin Media, Talk Talk, Plusnet, Fuel Broadband, BT and many more...
Call at : +44-020-3478-7150 and Press 2 for directly connect to Executive.
4th Feb 16 10:02

!

0

james

If you are not happy with your Broadband Provider and feeling lots of Issues.
Then it's time to Switch Your Broadband Services.
Compare deals from all Broadband, Digital TV & Home Phone providers and also save upto £100.
Including: SKY, Virgin Media, Talk Talk, Plusnet, Fuel Broadband, BT and many more...
Call at : +44-020-3478-7150 and Press 2 for directly connect to Executive.
3rd Feb 16 02:02

!

-2

Stew

I have received a threatening letter from Talktalk today without receiving a final bill! Customer services then said, knowing I am not a Talktalk customer, that the final bill is on the online account I cannot access. And bearing in mind the final bill was dated 15 January! This company needs abolishing what a joke.
3rd Feb 16 01:02

!

0

Rabbitrabbit

Cannot set up my account. Have not received any written details regarding my contract( Ofcom voluntry code of practice states this should be done within 7 days.) spent hours on phone and live chat, phone hangs up and live chat teminates if you are not a quick typer. Wifi slow.
Do not know if other providers are better, but talktalk is terrible.DON'T GO THERE!
3rd Feb 16 09:02

!

0

Samantha Leigh

All, TalkTalk are a disgrace.

What I would suggest is messaging Dido Harding the CEO on LinkedIn; this is exactly what I have just done.

Pretty hard to ignore!

I have had the most terrible experience AFTER leaving them in November so I am going to be seeking legal advice AND starting an online petition...watch this space!!
29th Jan 16 07:01

!

1

TheViewFromTheNorth

I cancelled my service today. Been a loyal customer for 6+ years.
There is only so much headbanging you can do when speaking to the customer services department. Ah well, back to BT I suppose. The most striking thing was that no-one ever asked why I was leaving.
26th Jan 16 06:01

!

0

Motherland

Hello, I'm talk talk customer for many years now, but it's really shameful the way this company deal with their customers. My landline and Internet wasn't working well, I lay a complaint and I received text to book for an engineer after two weeks of complaints, I called to book for engineers visit then I was told the ticket has expired so I need to wait for another 24hours for another text for booking, it's ridiculous, I'm not happy with their services.
25th Jan 16 03:01

!

0

Barracuda

Trust me when I say this company are pure crap.just get passed around for hours talking nonsense. One time I was on phone for 2 hours.problem not resolved.I've left talk talk and they want £400 what a joke.I've cancelled direct debit.they won't get a penny from me. I would rather go to jail.please do not believe the hype.
24th Jan 16 11:01

!

0

Furious

Recent experience of Talk Talk is that their customer service is abysmal. After years of overcharging, I finally got around to deciding to move my broadband and phone to Virgin which is going to save me over £300 a year on what I have been paying to Talk Talk and BT. Rang Virgin to switch and they told me I would have to ring Talk Talk direct and give them a month's notice of termination. Rang Talk Talk on 2nd January, was told my service would be switched off a month later on 2 February. Two hours later, internet went off. Rang Talk Talk asked them why they had switched me off when they said that the service would be on until 2nd Feb. Was told that we definitely had not been switched off and was put through to technical team who did loads of tests and then announced that our router must have packed up and that they would send a new one. I asked whether we could have been switched off and told no. Waited a week for new router, connected it, still no internet. On phone to technical team for another two hours. Asked if we had been switched off. Told no again. Couldn't fix it, said would escalate it and someone would call me back within two days to fix it. No call back. I called back a week later and after more messing about was eventually told that we had been disconnected by mistake on 2nd January!!! To make things worse, it would take 7- 10 days to reconnect it which was only 2 days before we were due to switch to Virgin. Really bad bit though is that they started to suggest that if we stayed with Talk Talk the reconnection might happen quicker! Offered to refund previous month's charges (£14.99 - big deal - probably doesn't even cover the cost of the phone calls for the many hours I was on the line to them trying to sort out a problem which didn't exist, let alone the approx 10 hours I spent faffing around trying to get the new router working and trying to find a fix myself and all the hassle of not having a working broadband for kid's homework, work etc.) I said I wanted my complaint to be escalated and was told that I would be called back within 48 hours - but a week later I'm still waiting. Talk Talk are so stupid. I've managed to lose them three potential new customers from my colleagues who were thinking of moving to them by telling them how I was treated. And we've spent thousands of pounds with Carphone Warehouse on mobiles over the years - we'll never use them again. I've never used a forum or blog to complain about a company before but as far as Talk Talk are concerned, I'm going to find every site I can to let people know how useless they are.
21st Jan 16 07:01

!

-1

Cheesed off

Have left Talktalk for another provider - Hooray! However they claim the new provider did not follow the transfer procedure correctly so now want to claim for months of broadband use which they no longer provided!!
8th Jan 16 03:01

!

2

Feduo

Talk talk had network problem last Sunday 3 January got through to engineer who redirected landline through my mobile. He said he would call me back after some tests. My mobile also had network problems so didn't receive his voice mail until 9pm that night. I had rung them at 7pm and they said would text me when problem resolved (automated)…

They text me back on the Tuesday saying fault seemed to be rectified. I can actually ring out on my landline no problem, but incoming calls still through my mobile.

Have tried and tried to get through but end up with same automated woman. I left message on their Facebook page and Sid private messaged me and I gave him details. He messaged me back, great I thought, but he said he had escalated my problem and should have a phone call in few days!!!!!

Reading other posts on their Facebook page people have been waiting months for phone backs. Really fed up. Need my mobile.
7th Jan 16 02:01

!

2

ginge

I had a talktalk all in one sim that was changing over to a large plan automaticaly and to call them if i wanted to cancel.i rang and explained that my daughter was using the al in one sim for the unlimited data and as the new pla
n did not offer this i would like a cheaper small plan.they made arrangements and told me that when rolling all in one plan ends the new plan would start on jan 5th there would have been a inactive gap from dec to jan 5 but they automatically put me straight on to large sim that i had cancelled my daughter incured £144 pounds of charges due tothis
5th Jan 16 08:01

!

0

steve

i just got talktalk free upgrade now my bills double in prise after 4 hours on the fone get told to ring back another day company a joke cant understand none of them indians on the fone worst company ever
2nd Jan 16 10:01

!

0

tootsie

There is no way you can send an email complaint to talk talk I have been trying for 3days,woeful
31st Dec 15 02:12

!

1

E.J.Y

.....could not take any more nonsense from Talk Talk. I cannot bear to make one more call to their customer services. Ive cancelled my direct debit. They want to charge me hundreds of pounds for doing so. ( If you want my money Talk Talk, please get in touch with my customer service team.....all of my calls are recorded....you're not gonna rob me again) Sorry Talk Talk Customer Servive Team. Its not your fault. Ive been conned. I blame the company and i take full responsibility for being taken in by slick corporate branding and the offer of cheaper deals. This particular cheap deal turned out to be not just cheap but unpleasant.
24th Dec 15 06:12

!

1

E.J.Y

Please do not consider giving your money to Talk Talk. I have been paying them money and yet i do not have a lanline or internet service from them and it is the Christmas holidays. If you do take up a contract with Talk Talk, as their brand name suggests, the level of customer servive you will receive will be precisely that - talk talk and more talk talk but not necessarily anything that makes sense, is consistent between each customer service operative that you get shunted to ( and that could be dozens ) or even i would go as far to say honest. Their customer service is a farce. I have experienced poor customer service before but these guys are in a league of their own. Ive had to stop communicating with them. Ive cancelled my contract which only existed for 2 weeks. Having been greatly inconvenienced and used all of my phone credit, not to mention hours of my time,  im quite surprised to receive, with extreme efficiencey, an email threatening to charge me £230 and, quite possibly further charges, should i continue to terminate my contract with them. How is it that they get to make such demands when my requests to get my internet and phone working this xmas have been fruitless? Its me that should be sending out a bill to them!
24th Dec 15 04:12

!

1

Blimey!

Called talktalk today about the free upgrade offer because of the hacking business last summer. Got through, finally, but the person I spoke to had such a strong Indian accent I couldn't understand half of what she was saying. Call centers abroad my be chaep to run, but pretty pointless if they can't be understood.
22nd Dec 15 02:12

!

0

T2015

We started getting problems with hundreds of nuisance calls per day about a month ago. It appears that an autodialler had been calling people and spoofing our telephone number, causing people receiving a call to phone us back. I checked our phone call history, but we had made none of the calls. I reported it to Talk Talk, but had to contact them three times to get anything done about it. Over the next few days the calls slowly stopped, but within two weeks we suddenly couldn't make any calls out (obviously because our number had been barred by BT due the problem we had reported). I tried to contact Talk Talk support, but it took 5 days of continually trying before I could get through, and I had to go through their sales line to get any support. The call centre is overseas and they have only basic technical knowledge - reading from a menu, and if your problem is not on there they don't know the answer. Their attitude was that its the customers fault. They asked me to call back that evening, however I couldn't get through again. Then they texted me to ask me to phone or text to arrange an engineer visit (which is irrelevant in any case as there is no fault with our line or equipment). I texted back, but got no reply, and then I have been trying almost daily over the past two weeks to get through to Talk Talk support on my mobile, but every single time their support line is busy and they hang up. I tried their 0870 number, but spent £5 on two calls to Talk Talk support only to have them hang up as they were busy again. They have an online chat facility, but this is also continually busy. Getting through to Talk Talk support is now impossible - you get no support. 4 weeks later and we still don't have a usable phone service! I even wrote a complaint, but so far they haven't even bothered to reply. My advice - stay well clear of these cowboys!
20th Dec 15 07:12

!

1

grumpyoldwoman

Wytac, you couldn't make it up! We have ended up with the dreaded talktalk by default as we started out with aol. Don't have many problems; but then we've never tried to switch.

It really annoys me when companies hide behind the data protection act. I recently had a run-in with isupplyenergy on my Mum's behalf as although they had been told she'd moved into a property which they supplied they hadn't changed the name on the account to hers. She has switched to her previous supplier but there were a few weeks to pay to isupply while the switch took place.

They have been sending the final bill addressed to the previous occupier, which of course have gone back in the post marked "no longer at this address". Eventually one was marked "urgent" and looked a bit threatening so we opened it only to find they were threatening legal action against the previous occupier for non-payment.

I emailed them but they refused to communicate with me as I wasn't the account holder. The joke was, of course, they didn't think Mum was the account holder either!

I wrote a letter for her to them explaining that if they wanted to get paid for those few weeks they would have to communicate with her as we have no way of contacting the person they still believe to be the account holder.

They have been trying to digest this information for some weeks now.
20th Dec 15 04:12

!

1

Will you take a czech

I signed-up to POST OFFICE for a phone line and internet connection - and was dumbfounded when I found I'd signed with Talktalk through means of their deception!

The first thing I did was to cancel the direct debit - after all, when a company has performed a fraud on you like Talktalk did, how can they be trusted?

I now want to pay the first bill of £14 - yet, talktalk claims it's £34 !!
I assume this is payment IN ADVANCE for the next month.

Do you think that when I signed with one company yet got another, that I'm willing to pay then in-advance??!!
Not likely!!

But do you think I can get to speak to anyone at talktalk??
Nope! Human machines man the phones in Manilla or somewhere far off. And can you stop them behaving like recorded messages?
Nope!
They have rehearsed scripts that they stick to. Those scripts get us jumpting through hoops like circus elephants: "Can you tell me your birth date please?" "NO I can't, just tell me what I need to know." "Because of the data-protection act, I have to ask you security questions" - "But I don't remember the name I used when I signed-up - I never use my real name".
"You used a fake name? But we did a credit check on you - and that means you avoided the credit check".
"But YOU claimed to be the Post Office when in fact you are talktalk. If it's ok for YOU to do it, then it's ok for ME to do it too! Why do a credit check in any case? - you don't even GIVE credit!! - everything has to be paid in advance, so doing an unwarranted credit check is therefore somewhat dubious and suspicious - especially when a new customer signing-up to pay via direct debit is unavoidable.

"If you can't answer the security questions, then I can't tell you the number of your talktalk account".
"If you don't tell me my talktalk account number, then
I CAN'T PAY YOU, DICKHEAD!!"
"But we have to abide by the rules of data-protection act. It's company law".
"There's NO SUCH THING as company law my dear!
It is a policy that your company has chosen to adopt in an attempt to give your business legitimacy. It has NOTHING AT ALL to do with the law. Business practices are embraced by civil law and contract law - and you have already rendered the contract null and void by pretending to be the POST OFFICE when in fact, you're talktalk".
"But that's an arrangement we have with POST OFFICE".
Yes - an arrangement to effectively commit fraud".
"But you signed-up using a pseudonym".
I am entitled to call myself anything I want to - and you could call it "my arrangement with my better judgement when dealing with dubious businesses".

A few minutes later, my phone rings: "Oh hello,
it's Talktalk here, can I speak to ----- ----- please"?
"Ah!, so THAT'S the name I used!!" "Yes - speaking!!".
"Urm, er, I'll call again later".
"Wait, is this concerning talktalk account number, er, oh, now what's my account number..... ?"
"Er yes, account number such-and-such".
"Ah yes, oh, thank you for that!! - I've written it down".
"It's about an unpaid amount of money......"
"Nah, you must be thinking of someone else - this is the Post office".
19th Dec 15 03:12

!

2

Patient

I am in total agreement ..talk talk are the worst broadband provider ever..for six months I tried to sort out a "I ain't got no broadband problem" six months of phone calls tests on my line and promises of repair....They don't have a clue ...A bunch of gangsters who sell broadband and use cheap Asian telephonists to deal with problems...STAY WELL CLEAR OF THEM.....
15th Dec 15 11:12

!

1

Chris

Total waste of time my box is a replacement that I had delivered 11 days ago within a week it started switching off for no reason reported fault engineer is due on the 19th so 12 days waiting for engineer obviously only 1 engineer in the whole of the U.K. Have emailed ceoexec and called her PA but as of today still no reply looking forward to compensation after engineer visit
15th Dec 15 05:12

!

0

Trebor rev

Just got back my transcripts of all calls made to Talk talk from the 15 th if august 2015 onwards. At last it proves i was telling the truth and the call centre staff member was full of s##t"
Cant wait to have a chat with a legal expert next week.
Get ready Talk talk it's my turn now!
Utter crap from start to end, and thanks for all the Debt collector letters"
Even though you are in the wrong ,
Nothing but cheats and liars DO NOT JOIN THIS COMPANY EVER !
11th Dec 15 10:12

!

1

Tim

Actually there's plenty of rumours going round that BT are (getting Openreach to) deliberately sabotage(ing) the phone lines of non BT ISP customers in order to persuade them to switch back to BT.
8th Dec 15 07:12

!

1

Very annoyed customer

I've also had trouble with Talktalk, on the phone for hours at a time, being promised to sort out problem, then not getting back to me, lying about new contract and adding on additional money that was never discussed with package, as soon as my contract is up I'm leaving talktalk, can't even understand what they are saying half the time, why can't they have English speaking people to answer the phone!!
8th Dec 15 04:12

!

0

F**k you

My partner cancelled his account with talk talk back in may but they are are still taking money.they have been told time and again.We have since stopped the direct debit and now we are receiving threatening letters.do not use this company.
6th Dec 15 04:12

!

0

unhappy customer

Talk talk is a joke customer service is none excistent my broad band and tv package has not worked properly for months now iv spent hours on the phone speaking to there team over in Delhi a and communication to start with is a big problem they don't seem to understand then you get put on hold which seems like an eternity just to be transfer to another department who then transfer again lost count the amount of times iv hung up in frustration with them avoid this company as they are absolutely shocking no customer service money comes first to them they have the cheek to charge you just to pay your bill and all the other charges they come up with which they say is in the small print is a joke rent movie channels month to month with no commitment s I phone to cancel movie channels after months of having problems with them and I get charged 28 pounds cancellation fee again Read the small print talk talk don't make me laugh
3rd Dec 15 03:12

!

-1

Clar

I am truly appalled by the service that is provided by Talk Talk, I have spent numerous hours on the phone being pushed to different people who promise that someone will call you and they never do. The response to my complaint has been unacceptable and have now emailed again copying in their CEO. Truly dreadful company
1st Dec 15 04:12

!

-1

Rogue

If you have already signed up to this shambles of a company...
When you call to make a complaint do not give them a number to call back on "In case you get cut off". If you become "difficult" with them, they blacklist the number so that you just end up on hold for hours.
1st Dec 15 02:12

!

-1

Hereward

Living between two towns in Surrey that are only six miles apart unbelievably it can take anything up to 30 minutes to get on line. When we eventually do get on line it's not unusual to find a message come up on the screen at random intervals saying that you have now logged out, very worrying when you are in the middle of a transaction. Talk Talk came out with some Black Friday sales propaganda, thinking that by signing up to this offer we would receive a better service, upon applying we were told that we didn't qualify for one of these offers and we would have to 'phone TalkTalk about the other. In view of this and a number of other problems we've had e.g. changing the 'phone number without our consent which incidentally took nearly a week to resolve we are very seriously thinking of changing to another network.
30th Nov 15 06:11

!

1

barry

Please don`t ever consider signing up with TalkTalk as they are the worst service provider ever available, Engineers employed that do not have a clue, customer services tell lies lies and more lies
Had very little email service since the cyber attack almost six weeks ago and the last two days I have had non at all
Total crap
29th Nov 15 11:11

!

0

Stevo

I'm sick and tired of Talktalk. I've tried escalating a phone complaint, but the manager was clueless. I've written a letter and put it on Resolve who send an email to them. Want to have a read, this is what I put:-

I am writing to you to complain about the service, or lack of it, that I am receiving from Talktalk. I have been with you for quite a number of years and basically always had problems with you one way or another. Over recent months I have had so many problems with my email it has now become a joke. I have constantly been in touch with you over being unable to access my email and I’m sure if you check my records you will see this is the case.
Just in November alone, I have had to contact you on three problems. The three reference numbers I have been given for November are INC000012676149, INC000012699548 AND INC000012758082. The second one I was contacted twice by text asking if it was fixed and both times I replied NOT FIXED. It has still not been fixed and the problem on that incident was when my email went pear shaped and I did not receive the emails that were sent to me while it was down and I’m told they are lost forever, well done Talktalk. I knew I received at least one as I asked the person to send it to another email address I have (Google mail, which incidentally always works without exception), so how many didn’t I receive and as I was waiting for insurance quotes, how many of them didn’t turn up, with a possibility that I could have saved myself some money. The third one has been fixed, but nobody has contacted me to say it has been fixed, even though their text said they would contact me shortly. Is that another example of your poor customer service? I say poor, but in fact you don’t seem to have customer service at all.
During the last incident, while I was trying to access my email, it came up with a message ‘YOU HAVE ENTERED AN INVALID PASSWORD 10 TIMES. FOR SECURITY REASONSYOUR ACCOUNT IS TEMPORARILY SUSPENDED FOR 1 HOUR. PLEASE TRY AGAIN AFTER 1 HOUR’. This was total nonsense as the password I entered was correct and by a different route I could get into my ‘MY ACCOUNT’, which is the same password, another example of Talktalk rubbish.
Another problem I’m having is when I try to forward a received email to some of my contacts. When I click on ‘To’ it brings up a list of my contacts. I click on one or more, or a group of people and it just goes back to my inbox. I’ve thought of ringing about it, but I’m sure if you try to fix it, it will bring up more problems, so I haven’t bothered. I just mess around with it and eventually it works.
Over many months now I have many times been unable to access my emails, I often try turning off and on my router, sometimes it works and I can get into my emails, sometimes it doesn’t. Sometimes if it doesn’t work I leave it for an hour or two, then try again and sometimes it works, more often it doesn’t. That is when I ring your office, often speaking to someone who I cannot understand because they are unable to speak English properly. There was one time when I could access my emails, but could not see the body of the email, just the header. I did ring you, but as most times when I ring I got nowhere. I left it overnight and it corrected itself. I’ve lost count of how many times I have been unable to access my emails over the last few months, but at least then you didn’t blame it on the cyber-attack, which is what you are saying it is now.
My last telephone call to you on Tuesday was to raise a complaint, which I had checked on your website of the procedure for doing. My complaint seemed to not impact any real action from your agent until I said I was not happy with his response, although I had some difficulty in understanding all he said. I requested speaking to a manager, as your procedure says, and he said a manager would ring me back this afternoon (Wednesday). I received a call at approximately 4:20pm Wednesday and was put on hold to wait for a manager. When she came on she started asking me about an old email that had appeared on my email site, or something like that, again difficult to understand. I told her that I didn’t know what she was talking about and I was expecting a call about the complaint I had raised. She went off line to check something and came back but seemed not to understand what I was asking and then the line went dead, not from my end. I then received another call, but the line was dead when I picked it up (same telephone number). I then received a text stating ‘Thank you for your call. TalkTalk will call you on 01132647423 on the 25-11-2015 between 18:00 and 20:00 with an update on your complaint’. Why do I have to wait until then to get a call from you, why not then?
I have very recently renewed my contract with you (just a few days ago). The reason I did this was because I had found out I was paying £10.00 a month more than current contract holders were paying. Nobody at your end had bothered to notify me of this fact, obviously you were quite content to take this extra money from me, presumably showing you don’t give any thought to long term customers, only new accounts. Thank you for taking all this extra money from me. I was told when I renewed all your problems with emails had been resolved, obviously a lie to get me to renew.
Over the past few months you have allowed hackers to gain access of my account three times. This is reported as your fault because of the lack of funds and technology you have failed to put into your security. I have had numerous phone calls and emails from people claiming to be Talktalk when in fact they weren’t. Fortunately, I have the intelligence to question these people, but how do they know my details, the last one quoted so many things, including my account number, thanks to your rubbish security setup. You state you are now improving it, but is that just talk to shut your critics up, I wonder.
Your boss is offering sweeteners as a way of apology for this lack of security on your part. The problem with this is I’ve already got them. The extra channels, the anytime phone calls etc. The bit about an engineer checking my broadband is a no no anyway, I don’t have much faith in your engineers after having your Youview box fitted, having to recall them because they did it wrong. I also believe your engineers are the ones sorting out your email problems. So what do I get offered for your security screw up?
As mentioned before I have an email address on Google that I do not use and the effort required by me to change to it would be quite extensive, plus all the files I have on my current email (yours) would need to be copied. I don’t particularly want to change, but I have lost confidence in your ability to give me a faultless email system. What guarantees can you give me for my email continuing without problems?
Like you, I may not get an answer, but if I don't I will escalate it up, even to the Ombudsman.
25th Nov 15 07:11

!

0

KUKI

CRAPIEST TELECOM COY. IT WOULD HELP IF THEY MOVE CALL CENTRES BACK TO UK INSTEAD OF INDIA AND WE MAY BEGIN TO UNDERSTAND WHAT CUSTOMER SERVICE PEOPLE ARE SAYING. ITS AGEE BAJEE AT PRESENT. IT MAY EVEN PROVIDE MORE EMPLOYMENT TO OUR YOUNG PEOPLE.
2nd Nov 15 04:11

!

1

Alan R

The TalkTalk contact page is useless. It offers three avenues for contact - by phone, by post or by email. Yet clicking on the email tab takes me nowhere. It does not provide an email form for me to use. I do not want to speak or online chat with anyone - that just leads to misunderstanding and misinformation. Have TalkTalk deliberately withdrawn the email facility for complaints so as to reduce their volume?
30th Oct 15 03:10

!

1

Leicesterstig

Bang in the middle of their appalling exposure of poor security (even the CEO wasn't aware if their web content was encrypted!) they send me an invoice. Not just an invoice but a message to say that their 10% prompt payment discount was being discontinued in December and wait for it..... you cannot log into the Talktalk account to pay the current invoice because it's still down! This company seriously needs a good PR company to cover up for it's dreadful service levels. I for one will be leaving as soon as I have sorted out an alternative email address and informed everyone of the change, they do not deserve to be in business!!!
24th Oct 15 06:10

!

0

Mrsmeldrew

Have just left talktalk after months of disgraceful, dire, utterly unprofessional 'service'.. Hours wasted hanging on the phone, complaint after complaint, all unresolved..gone back to BT.
By the way, if anyone wants the direct phone number to the CEO office of Talk Talk ..
0203 417 1983.
Email : ceoexec@talktalkplc.com

23rd Oct 15 10:10

!

1

You

Very very rubbish staff they don't help you or do the job properly they known how to use their customers very terrible and rude behaviour with customers
15th Oct 15 10:10

!

1

Ms Nothappy

I just can't get them to send out an Open Reach engineer out. I had a talk talk bright spark out and he said my Talk Talk router was rubbish and I have 65'559 errors on my line so I need an Open Reach BT engineer out.

I've had up to now 3 appointments made and every one has been cancelled for no reason. Talk talk say they haven't done it n have no idea why this is happening I've rang, I've rang, I've rang, I've rang I've had text after text from them saying fault is fixed. How can this be when the engineer never got here?
13th Oct 15 03:10

!

0

Pete

See this story
http://community.talktalk.co.uk/t5/TalkTalk-TV-all-other/New-customer-No-TV-for-at-least-3-months-and-appalling-service/m-p/1766668
2nd Oct 15 04:10

!

0

KKK9

I have been scammed of £3500 saying they were talktalk. They had my fill details that talktalk hold. After phoning talktalk and to notify them of this problem. I was informed that they were aware of this criminal activity. I have been a customer for years and this is the first time I have heard about this. Costly mistake on my behalf I take it, even when my personal details held by the company fall into the wrong hands is this also a costly mistake on my behalf......
18th Sep 15 04:09

!

0

Davidn

thank goodness I'm now leaving talktalk-----they are the very worst but be aware that once you state that you are leaving them, your broadband speeds mysteriously get even worse ----how surprising .....NOT!

Goodbye talktalk and all your Indian advisors who are about as much use as a chocolate teapot!
17th Sep 15 12:09

!

1

ridhii

TALK TALK is the worst provider was on virgin before but was bit expensive so when that contrat finished i got talk every month they are putting a pound up and i never get more them 3mb internet on my laptop everytime i call they always have some exuse to cover them selves i would never reccomend any one to get a contract with them on top of that if you want to cancel they say you have to pay additional costs
15th Sep 15 10:09

!

1

david n

Oh Dear -----webmail service down AGAIN ....planned maintainence AGAIN---what a surprise!!!-4 months of crap service / 15 hours of incomprehensible telephone garbage from India and the Phillipines----please think VERY carefully if you are considering this dreadful companies services
6th Sep 15 07:09

!

1

trucker

talktalk i wish i never heard of them as i had no internet for nearly a week as they told me its a tech error. then when i am up and working it is sloer than the pony express. so if anyone it thinking of switching DONT GO TO TALKTALK IF YOU DO YOU WILL BE SORRY
6th Sep 15 12:09

!

1

HAPPY TALK TALK

3/4 months no b/band or phone.endless clling to hahaha c/service centre in the middle of some place that cant talk talk English.the service is some what like that which my dog does daily.they are good at the I understand lol yer right.not a bloody clue.........so far this year upgraded to fibop...now I pay more for b/band that cuts in and out along with my phone of which when working I cant hear who is talking .they booked two openreach who turned up...but would of helped if they told me they were coming.so I was not in...endless calls and idiots saying we will call back and we understand,,,,think u getting the standard service now...I booked a time on my day of they turned up in street I waited they drove off/I still have fault wasted day off.more of the same old dribble from t/t,,,i suggest they do talk talk a lot of rubbish...was promised call back /never happened.i got hold of call number here in uk...waited today for call.u got it ,,,no TALK TALK...WHY O WHY...so called them again.still wasting my time still no b/b and a phone cant hear,not to forget I cancelled my standing order they then billed me xtra £4.80...WHAT I SUGGEST IS WE ALL CANCELL STANDING ORDERS AND JUST STOP PAYING THEM FOR A SERVICE THEY DONT PROVIDE.FORGET THERE CONTRACT AS THEY DONT SEEM TO HAVE ANY IDEA OF CUSTOMER SERVICE....ITS TIME WE ALL TOOK A STAND AAGAIST THIS DUMP AND RUN AFTER TAKING OUR HARD EARNT CASH.STOP YOUR PAYMENTS AND STAND YOUR GROUND.THEY WOULD HAVE TO CHANGE OR GO BROKE.
4th Sep 15 06:09

!

1

ievil

TalkTalk is a big joke, simply after BT it’s the worst provider in UK. I’ve been there customer as a business and a home user for over 5 years. Couple of months ago I’ve changed my home provider but until now TalkTalk are sending me bills. Recently decided to change my business provider from TalkTalk (rolling contract as never sing up new contract after old expired). New provider advised me I need to speak to TalkTalk and remove fibre from my service before they can overtake the line, however TalkTalk is telling me they can’t remove my fibre as I will have to sign new contract for 18 months without fibre. This simply means TalkTalk for another 18 months. CRAP!!!
26th Aug 15 04:08

!

1

anonprox

This is a copy of my gripe posted on another site. But it still stands.

"Talktalks motto, if they had one, would be 'win'. If the customer said black was white, TT would argue that black is grey. If the customer then said that black was grey, TT would argue that its white. If the customer, said that 2+2=4, then TT would argue about that. The customer always has to be wrong, therefor talktalk are always correct. They can not lose, will not lose. Argue, argue, argue. Contradict, contradict, contradict. Everything is seen as an opportunity for negotiation in their favour. They dont care about keeping the customer happy, only keeping themselves happy. Whenever they apologies it is meaningless, as they keep on doing something to apologies about. You can have a fault. You phone them and tell them. They ask you to repeat up to three times what you have explained. When you get tired of this and say you are no longer repeating what is perfectly clear (and should be by now) they say 'how can we help you if you do not tell us whats wrong?'. Get this for genius. 'We are not going to do what you want, as we want you to have a good customer experience'. This was a supervisor. I put it to one of them yesterday, do you suppose that if you successfully force the customer to do what they do not want to do, they are going to be even more happy with you, or even more unhappy with you?' The answer was basically an inferred if you dont like it leave. Talktalks idea of good customer service skill, is to force the customer to do what they want, or to beat the customer. Everything has to be argued about. youll also notice a tactic of answering a question that has not been asked, as a way of avoiding answering the question that has been asked. Switching subject in other words when they are losing or it seems like they are or could lose the argument. And yet they initiate the argument. In spite of everything they still will not let you go cleanly, because as i said it has to be done to their advantage. Letting you go and still collecting the money would be to their advantage, despite p$ssing the customer off completely. they still have to win. They lack social skill, shame and etiquette. They are like a half council brick thrown through a plate glass window."
9th Mar 15 01:03

!

1

mfj1145

if you are considering contracting talk talk, PLEASE DO NOT !!! customer service is ridiculously and HIGHLY FRUSTRATINGLY appalling. Simple requests appear to be beyond their comprehension and you WILL be passed from department to department often re-visiting the department which could not understand your request in the first place. this WILL happen to YOU time and time again.

I have now written to talk talk customer services detailing my VERY SIMPLE request. IF I ever get a reply, I will update my comments to let you all know how I got on.

I now need to take another blood pressure tablet!
28th Nov 14 01:11

!

1

anon

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
7th Nov 14 02:11

!

1

miserablemoaninggit

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.
6th Nov 14 01:11

!

0

Hawks922

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.
6th Nov 14 09:11

!

0

Dawn

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
5th Nov 14 11:11

!

0

Tasha5192

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!
31st Oct 14 03:10

!

0

Beth

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
30th Oct 14 10:10

!

0

ROY

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,
30th Oct 14 10:10

!

0

Chrissybea

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.
30th Oct 14 05:10

!

0

talktalk all talk zero service

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 ...........
26th Oct 14 11:10

!

0

ali g

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
25th Oct 14 02:10

!

0

will

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
22nd Oct 14 12:10

!

0

Sluffy

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!!
19th Oct 14 04:10

!

0

Tereasa

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
17th Oct 14 02:10

!

1

Brian Stone - retired solicitor

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!
15th Oct 14 06:10

!

0

Disgruntled

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.
15th Oct 14 11:10

!

0

steve

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.
13th Oct 14 03:10

!

0

HATE TALK TALK

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.
13th Oct 14 12:10

!

0

Mr Warner

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.
13th Oct 14 10:10

!

0

R&C

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.
12th Oct 14 01:10

!

0

Red67

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
9th Oct 14 07:10

!

0

Monika

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.
8th Oct 14 05:10

!

0

Koojioe Bear

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.
6th Oct 14 02:10

!

0

raginggemma

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!
6th Oct 14 01:10

!

0

Frank

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!!!!!
4th Oct 14 09:10

!

0

tomtom

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
2nd Oct 14 09:10

!

0

Heidi

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
30th Sep 14 07:09

!

0

:(

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 :(
25th Sep 14 09:09

!

0

waysidewander

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.
23rd Sep 14 10:09

!

0

Cozmik

Worst company I have ever dealt with and complained to watchdog. Been with them for 3 months and our TV has been horrendous. It chooses when we can watch TV and the on demand is just as bad. We pay extra for packages that we can't even access and live TV is always freezing. We got charged for an engineer that came out and practically sat there with a cup of tea. £50 for tea. Then when you go to complain you get the same scripted lines from people not even in the same country and can hardly understand them. Absolute joke of a company
23rd Sep 14 08:09

!

0

Peter D

What a dreadful company! Took the full package with them i.e. Phone, Broadband and T.V. They managed to cut me off twice and loose my Phone number forever. They then said it was all my fault because I had moved to another provider. this was not the case. so on the third occasion that they let my service be taken over by so other company I cancelled the lot and went elsewhere. They are now chasing me for £471 because they say I have broken the contract.
23rd Sep 14 12:09

!

1

Angry Customer

I phoned talktalk on July 31st to complain why my bill has gone up and to pay a years line rental at £140 and was told my bills should be £9.25 a month .In august checked my bill £29.31 phone and said they have taken the full line rental and it should be cheaper as paid like last year for a year. said no record of payment and transferred me to customer service to music for 15 mins.phoned 4 times and just had automated voice and music.Fed up email no answer so live chat . Wanted to know when line rental went up told 1 half months ago wanted exact date told will check then chat line ran out said no one availed now . will be going elsewhere when it runs out next July so disgusted with this company. when I was first with them 4 years ago was very pleased now it's rubbish all you want to speak to a human being
23rd Sep 14 12:09

!

0

Taylor

Our talk talk router ceased to work and our internet service stopped. On contacting talk talk I was informed that they would not repair or replace the faulty equipment unless we signed a new contract. We had been a customer for 7 years without a problem. I declined to sign a new contract and was told by 4 members of staff that my fault would not be rectified. I confirmed that I was cancelling my contract with talk talk. I was later contacted by loyalty services who said that they would now deal with our problem, I confirmed it was too late. I am now being threatened by debt collectors trying to recover payment for a period between my cancelling our agreement and talk talk transferring to a new supplier. Beware. If something goes wrong with talk talk equipment I presume I will get my day in court
23rd Sep 14 12:09

!

0

matt

Absolutely shocking i have had them all BT sky virgin,but that talk talk is something else,getting put through to india or wherever it is then to be cut off time and time engineeer comes out said its fixed then they need to send another out at a cost of £50....direct debit cancelled never again stuff there contract.
21st Sep 14 12:09

!

0

Unhappy talktalk customer

I have had a problem with talktalk over the last 7 months. I have complained on numerous occasions with no resolve. Their customer service is so incredibly poor it frustrates me. Promises that I will get a call back when thy have looked into the problem never happen, being cut off from their call centre between transfers, and evading solving the problem. I have had no less than 4 engineers to visit my property and confirm my equipment is fine and I have a 7mb line but only receive about 0.3mb (and at times less than 0.1mb!) to which the fault lays with talktalk. Each phone call I make with talktalk only has the outcome of "we will send another open reach engineer to check your property....and guess what they say that talktalk is at fault....the cycle continues. Ombudsmans services have now been contacted as we are getting no where with their customer services.

I advise anyone who is considering talktalk services to reconsider after my experience with them
19th Sep 14 10:09

!

0

Carlos Fandango.

Talk Talk should be "Don't Listen Don't Listen". The worst company in the whole entire world. DO NOT ever go anywhere near this company. The Customer service does not exist, The managers have no authority to make any decisions. They can sure as hell pass you backwards and forwards tho. They are not customer focused at all. The customer service employee's are rude and overtalk you in there broken English. I cant believe that a company as bad as this is still going and people are still using them ?
WARNING !! WARNING !! STAY AWAY FROM TALK TALK WARNING !! WARNING !!
18th Sep 14 04:09

!

0

GG

Customer service can never be understood, rude and unknowledgeable.
Technical service limited.
CEO office OK initially but not knowledgeable or capable enough when the problems aren't resolved.
They all blame BT and/or Openreach for any problems instead of managing the relationship.
The customers' contract is with Talktalk. It's up to them to provide some sort of service.
Worst company ever and I can't complain as their complaint email form does not work!
18th Sep 14 12:09

!

0

CS

I have a life to lead and I'm also old enough to remember what proper customer service was like (not that long ago) so I won't go into huge detail but like the others on the 146 pages before me (yes, just look, it's inbelievable isn't it?!). SUffice it to say that I, too, have been having problems with Talktalk. Specifically, a sudden 1300Mb mobile data hit during one day has caused a bill of over £180. My usage has since been blocked (unless I want to continue paying at extortionate rates) until my nest billing period and they have already extracted £130 from my wife (the account holder) to unblock my phone.

As if this wasn't bad enough, it's taken me many, many hours over many days, repeating and re-repeating my woes to endless, mainly unintelligible asians on the other side of the world....to get precisely nowhere!

So now to the Formal Complaints Department.....

Avoid this truly aweful company
17th Sep 14 03:09

!

0

Lauren

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.
15th Sep 14 11:09

!

0

Stalag14

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.
15th Sep 14 06:09

!

-1

Soph.

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.
15th Sep 14 04:09

!

0

Paul

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
14th Sep 14 09:09

!

0

goaty

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.
12th Sep 14 09:09

!

0

Down_With_TalkTalk

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!
12th Sep 14 07:09

!

0

Hannah

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!
10th Sep 14 10:09

!

0

Elaine Beattie

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!
10th Sep 14 05:09

!

0

Tony

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.
8th Sep 14 09:09

!

0

exasperated beyond comprehension

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
4th Sep 14 09:09

!

0

screwutalktalk

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
28th Aug 14 09:08

!

0

Alan

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.'
27th Aug 14 10:08

!

0

MR FRUSTRATED

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!
27th Aug 14 08:08

!

0

Annoyed customer

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.
26th Aug 14 03:08

!

0

bj

Is it normal to be on a call with them for an hour and still get nowhere?
19th Aug 14 10:08

!

0

DinghySailor

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.
14th Aug 14 12:08

!

0

pensioner

DO ANY OF YOU KNOW HOW TO START AN E PETITION AGAINST TALKTALK IF SO PLEASE DO . PENSIONER AS PREVIOUS POST
10th Aug 14 11:08

!

0

PENSIONER

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
10th Aug 14 11:08

!

0

gary

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.
9th Aug 14 09:08

!

0

Ellie

Talk talk is awful. I have paid a yearly rate for the line rental, so i am only left with £1.75 a month for the internet. but they keep charging me for the line rental too every month i get a big bill that i shouldnt be recieving, i have called so many times i cant count, they are such a bad company and there customer service is awful!
9th Aug 14 02:08

!

0

LBJD

I am NOT VERY HAPPY with BLOODY TALKTALK they are rip us off so many time.
I have been asking them to find out WHY internet not working and I has them more than 20 time to come out and sort out my phone line and internet ... talktalk bloody USELESS AND RIP OFF 100%

Blody DISGUSTING OF TALKTALK they are con wanted our money I'm sick of them now Im thinking chaing to new boardband and phone line

I will made sure you reading this and get my money back ...

you has NO IDEA HOW MANY PEOPLE COMPLIANT ABOUT THIS ... SICK
4th Aug 14 08:08

!

0

QH

We were unfortunate enough to take on a landline and mobile service from Talk Talk about 11 x months ago.
I can categorically say that Talk Talk customer loyalty in South Africa for Talk Mobile are the worst people I have ever dealt with.
I called Talk Talk today and I was first put through to Talk Talk landline team who were polite, certainly did not sound South African. A woman by the name of ‘Puni’ picked the call in Talk mobile loyalty in South Africa and I have never come across anyone so aggressive, rude and unhelpful. Just my luck she cut me off three times. Then I got through to Peter who just as rude and aggressive as Puni.
Hopefully Talk Talk has the calls recorded and should try and listen to the behaviour of these agents. All in all I must have made at least 50 x call over the 11 months with various issues. Never again will we be going back to Talk Talk.
30th Jul 14 05:07

!

0

G

We Let talktalk know death of a relative who had a land line and internet with them
As her bank account was frozen the norm is for all debts to be cleared in probate and in fact all services bar talktalk are happy doing this.
Talktal however first ignored the death notification
Then threatened to disconnect
When called said don't worry
Then stopped all service!!!!
When called again they claim regardless of death and the probate process if two payments are missed they stop the service and said they were different to everyone else
How true no one else is so incompetent or callus!!!
22nd Jul 14 05:07

!

0

anon

I left talktalk and moved to another provider because of their poor service I then told them after I moved They then told me I would have to change my phone number and pay a lot of money but I have not had to do either so I suggest that other customers do this
22nd Jul 14 10:07

!

0

Craig R Morton

TalkTalk are honestly the worst company I have had to deal with. I've just had two days of horrendous customer service. I struggle to understand the agent and they struggle to understand me. They repeat everything 10 times and everything takes 10 times longer than it should.

When will TT wake up and realise that outsourcing CS to Bangladesh or whoever it is turns out to be false economy as people become annoyed and leave.

If anyone from TT reads this then sort it out.
16th Jul 14 11:07

!

0

Frustrated

Absolute WASTE of time. Phone in with a query/complaint and get shifted from pillar to post by a whole lot of people who talk from prepared scripts who don't listen to you and you don't understand. Then wrote o their "Communications" department in Southampton - got a letter back (probably scripted) which had absolutely NOTHING to do with my problems. Wrote again with no response - probably I have been placed in the Too Hard Basket. SICK OF THEM
Here is the second letter...


26TH June, 2014


Talk Talk Correspondence Department
P.O. Box 360
Southampton SA30 2LY


Dear Sirs

Reference No: 140623-00-001189 – File Ref: L/0019835960

I am in receipt of your letter of the 23 June and am frankly amazed !

In spite of my writing what I thought was a perfectly clear letter of enquiry to you, you have not answered ONE SINGLE ONE OF MY QUERIES. I have enclosed my original letter with the queries highlighted in yellow now for your consideration and hopefully, reply.

I wrote to you in the first place because I was having trouble with your call centre not listening to what I have to say and my not being able to understand what they say but it seems that you also have trouble READING. I am sending your letter back and you will notice that much of Para. Four is highlighted. You say that some diagnostics could be carried out on my computer – THERE IS NOTHING WRONG WITH MY COMPUTER!.

You penultimate paragraph is classic! Nothing has been explained, clearly or not and you say that help is available 24/7 to help answer questions. In that case, PLEASE answer my questions! If you think that airing my grievances on the internet or contacting the Ombudsman will better answer my questions, please let me know.

Yours faithfully


Next step Watchdog for sure...
8th Jul 14 03:07

!

0

alan rust

it is the worst service I have ever come across I had a mobile phone from them for 10 days after the 3rd day I had no service 7 days latter still no service when I asked to cancel the contract during a 3 hour phone call they wanted £294 from me they now say they have waverd this but have recived nothing by e mail by the way if they tell you its only going to be 24 hours this is a lie they mean 48 because they is only 12 working hours in a day
8th Jul 14 11:07

!

0

Glad

My landline has been off for over a month. I have not received one update from TalkTalk re any progress on resolving this fault. I have asked over and over again for something to be done - nothing appears to have been done. Unfortunately I also have a TalkTalk mobile - this is also faulty but I gave up on getting that fixed a while ago.
3rd Jul 14 07:07

!

0

Dan Lucas

Update - instead of a phone call from TalkTalk to arrange an appointment with an engineer to fit our mater socket, I just received several text messages from to thank me for reporting a 'voice fault' and that they have run some tests and everything is working fine! WHAT?!?!?!?!?

Needless to say, I am calling them NOW!
3rd Jul 14 11:07

!

0

Dan Lucas

Well well, I've just survived a call to Talk Talk, so thought I'd share my battle story!

Recently my partner and I moved into a new home. We completed the whole 'home move' phone call (which was a fiasco in itself) only to discover that our new home has a lifeline (elderly resident lived here before). I contacted TalkTalk to areange having an engineer come out in order to fit a standard master phone-socket. I was told that they couldn't make me an appointment with an engineer until our line had been 'live' for 24 hours (dispite the fact that we can't use it). I thought of this as odd, considering our line was due to go live the day after this initial call. I was informed that there will be no charge for the engineer to come out.

Anyway, I called this morning to arrange. I dialled the 'direct' number that the representative have me, only to be out through to the same menu I'd encountered the other day. After eventually getting through, I found myself speaking to someone who I could barely understand, who repeatedly asked me the same questions over and over, and who totally didn't understand my situation. I'm a patient guy, but after repeating myself six times I began to feel tense - you can imagine my relief when she finally grasped what it was that I required. After nearly 20 mins speaking to this person I was then told that I would be transferred!!! Before I got a chance to protest I was listening to their hold music, for FIFTEEN minutes!

Eventually I was put through to someone who spoke even less English, asked me the same questions AGAIN, kept repeating the phrase "so there's no master socket?" before telling me an engineer would cost me £50. I explained to her that I was told it'd be free of charge, which then prompted her to put me on hold for a further ten minutes!! Eventually she came back to me and confirmed it'd be free of charge and that someone will contact me within three days to arrange an appointment!

God knows what this must have cost me on my mobile bill, and right now I'm not sure I believe that this situation has been resolved OR that I will receive a phone call from TalkTalk!

So, long story short. After dialling the 'direct' number I spent an hour and twenty mins on the phone, got out on hold six times, passed to three different operators who all asked me the same questions and feel that nothing has been rectified! All I want is a damn socket fitted!
3rd Jul 14 11:07

!

0

Lorraine1

Talk talk must be the worse company I have ever dealt with. Internet connection slow and bad signal. TV box doesn't work when it rains so have to pay money to have sky box put back on. I have rang them several times all them keep telling me is that you have signed up for 18 months not much they can do. I advise anyone to stay away from this company they want your money but don't supply the service.
2nd Jul 14 09:07

!

0

Stella

Ordered Talk Talk online while they were doing half price TV for 6 months and £85 voucher to sweeten the deal.. however I then got an email a few days later saying there was a problem with my order. Rang the number and literally got passed from pillar to post for over half an hour, Hull, Calcutta, Customer Services, New Lines, Existing Lines, Customer Services, New Accounts oh my god what a nightmare. Eventually got told they would have to put the order through again as a new customer. But they couldn't offer the £85 voucher or and other online discounts. So I'm pleased to announce I told them where to go. And when my Sky contract ends next month (which had been discounted after the O2 acquisition) I will be going (back) to Virgin. I implore no-one go with Talk Talk. You WILL tear your hair out. (If you have any. Luckily I'm already bald so my telephone bore the brunt of my anger and frustration).
30th Jun 14 11:06

!

0

boblet

Alastair -The manager of a local pub was asked for the keys to the door of the bowling green hut. The bowler wanted to retrieve his bowls, that were stored in the hut, then use the well maintained bowling green. The bowler had not bought a drink or a meal in the pub, since the manager had taken over some months before. The manager refused to give the bowler the keys. Comprendi?
22nd Jun 14 02:06

!

0

Fred E

I am sorry but I don't know how you can expect to have a talktalk email address if you are not a talktalk customer. You should have got a new email address before you left them. I would advise you to use an email address not provided by your ISP.
22nd Jun 14 02:06

!

0

Alastair

Within the past week Talk Talk have suspended my webmail e-mail account. They did this without authority or giving any prior notice. From what I can understand because I no longer have an account with them and they receive no money from me they decided to suspend my e-mail account. I have been using the same e-mail address for over ten years and manage all my financial affairs, friends, e-bay, Paypal, holidays, basically everything I do that requires an e-mail address. These people are a law unto themselves and I would advise the world to go nowhere near them. I am also going to write to their CEO as I feel so strongly about what they have done. Based on my experience and the list below I don't expect any response but hopefully it will make me feel better.
22nd Jun 14 11:06

!

0

Mimi Lee

Talk Talk, what a complete joke! My lineline broke back in May and it took them 4 days to fix it, after that, my internet was very intermittent, phoned up customer service many times and explained the situation. The technical team DOES NOT listen to you and asked me to switch on, switch off - do something on their end and internet comes on. The next day - same problem - technical team run the same tests and internet comes back on. This went on for about 3 weeks until I got totally pissed off and decided to up my complaint. They arranged for an engineer to come round but the earliest they could do this was in 3 weeks time and have told me that if they could not find a fault, I would be charged £50. In the meantime, I have intermittent internet to which customer service suggested that I use the measly £23.00 refund to buy a dongle. To top it all, they cancelled my TV plus and debited £75.00 from my account - without my knowledge, after 4 days I still yet to get this refunded back into my account. Unfortunately, my contract don't end until 22nd September 2014 and I will be charged £117 if I break the contract even though I am paying for a service I am not getting. Talk Talk - you are total shite and as soon as my contract end you will never get my custom again.
19th Jun 14 09:06

!

0

bobetter

they tell you one thing and do another. charges are added when they like and if you notice they remove them
18th Jun 14 01:06

!

0

chea

they are a joke, just been charged £50 for an engineers visit to fix a fault and they refuse to cancel charge even though it is not my fault
18th Jun 14 12:06

!

0

Shaun

When I first joined, my Welcome Pack arraived 6 Months late! and that was after several phone calls. They kept on giving me false dates. My Wireless connection was cut off because someone has changed my Wireless Name. I contacted TalkTalk about this via Online Chat and they disconnected me during the chat and then the chat wasn't available!.
14th Jun 14 02:06

!

0

kielight

dont go with talktalk the a rip off there customer service is terrible and they want a 600pound canceling fee rip off so please avoid talktalk
13th Jun 14 07:06

!

0

nicoletta

Absolutly terrible !! . They have failed to repair a fault for a month . I am definetly going back to BT as soon as the falut as been fixed ! . Stay away from talk talk !! .
12th Jun 14 01:06

!

0

Silvia

I have been trying to find a way to warn people in Britain not to use Talk Talk and I hope this helps anybody to avoid the nightmare people continue having with their customer service. As many others here I cancelled my contract via email, had a confirmation email and after 10 written complaints, many different phone calls, being put through so many people and kept on line for over 1 hour each time, I even sent a copy of my complaints to the CEO, nothing came out of all this. I finally had to place a complaint with OFCOM, they somehow managed to get through to them, they offered to finally cancel my contract and refund me with the money they charged me wrongly. However, it has been 7 months and I still have not received my refund. Their customer retention techniques are completely aggressive, how do they expect anyone to stay with them after what they put us through??? Please do not use TALK TALK the broadband, landline and tv package are a problem and when you want to leave they will cause you a nervous breakdown.
11th Jun 14 09:06

!

0

Noneedforcrapservice

Please can you forward this to someone who actually cares about the service your customers receive. Thank you.

I was recently the recipient of a letter from Talk Talk regarding a price increase for my tv/phone/broadband package. The letter explained that my tariff was due to rise from £15.50 to £18.50 as of May this year. A whopping 20% increase which to my knowledge is slightly above the current rate of inflation. Slightly disappointed I read further into the correspondence to find that as a sweetener for this outrageous price hike I would now be receiving an extra 7 sky channels as part of my package. As an avid sports fan I took the outrageous price hike square on the chin and consoled myself with the fact that I could at least enjoy Sky Sports News whilst trying to figure out how to afford to pay for your price hike.

Excited at the prospect of watching Jeff Stelling on Soccer Saturday I rushed to my grab my youview controller to start getting my 20% price hikes worth of TV. To my concern I discovered the channel didn't seem to be working. Worried I decided to check out what Homer was up to in the Simpsons and to my abject horror I discovered that this channel wasn't working either. On attempting to access each my new channels I was continually greeted with a black screen which would occasionally display some strange error message. Not wanting to pay an extra 20% on top of my previous bill for the pleasure of looking at 7 shiny black screens I decided to contact your "customer service" team.

Where do I begin? It is actually hard for me to find an adjective to describe the incompetence of each and every "customer service" representative that I spoke too...and there were quite a few. Actually I take that back. The last representative I spoke to realised quite quickly he was out of his depth and referred my case onto one of your "customer service managers". With a parting message he assured me a manager would be in touch within 48 hours. I think that call was made by myself over a week ago. Maybe he got it wrong after all and should of said "Don't worry Sir, I have escalated your case to one of my managers and they will be in touch within 168 hours. Have a good day"

The thing is I don't blame them. I blame you the management for providing inadequate training for your staff and employing cheap foreign labour to try and keep costs down, whilst ironically imposing 20% price hikes on your customers. Heres a brief summary of the silliness...

Call #1 : unplug your router/unplug your youview box/retune your tv/go to this website (generic link back to the rubbish "service centre") so that I don't have to deal with you anymore.

Call #2 : unplug your router (done that already)/unplug your youview box (done that already too)/let me test your internet speed (I've already done that)/what's the error code sir? Let me look that up...OH THERE IS MAINTENANCE ONGOING IN THAT AREA I CAN GUARANTEE YOU THAT WILL BE FIXED IN 48 HOURS. Really? I don't believe you. I think you are lying to me, but because I can't prove it we will see in 48 hours.

7 days later...still 7 shiny black screens. Maintenance?...sure.

Call #3 : unplug your router (is this a joke?)/let's change your router settings/try now...nothing?..."Don't worry Sir, I have escalated your case to one of my managers and they will be in touch within 48 hours. Have a good day"

And here we are. One of your valued customers who just got their new bill through today for 20% more than I paid last month...for the privilege of 7 black shiny screens. Nice.

168 hours and counting

Kind regards

One lost customer.
28th May 14 11:05

!

0

Talk Talk, Talk Talk, NO thanks

I was stopped by a Talk Talk rep today in Tesco.

He asked who my broadband provider was, how much I paid per month and I told him. He then said TT could save me money. I asked if TT was fibre optic or ADSL and he said he would need my postcode so I gave it to him. He then said he would need my full address, I would not give him this info as I did not think it was needed to simply find out if fibre was available in my area.

I asked him if TT broadband came via a phone line and he said it did. So I told him that as far as I was concerned TT broadband would be ADSL not fibre.

He then told me that I was wasting his time.

If this is the way they talk to people then there is not a hope in hell of me using Talk Talk.
10th May 14 04:05

!

0

nicknick

I had major problems with talk talk looking on line you should be able to find dido hardings e-mail address I found it and to my amazement it went straight to her own e-mail address , now if you think, you have not had a good service from talk -talk you may wish to try a new way of complaining.
Someone rang me within one hour of using this method
29th Apr 14 11:04

!

0

fRABN

I bought a new Hobby Motorhome from E S Hartley, motorhome dealers of Ings near Kendal, a year ago. Days later I received an eMail from the makers Hobby telling me that I did not own the van as they still did. because they had not received payment from Hartleys, and that Hartleys had registered it with the DVLA using what Hobby described as a forged CoC certificate. It took some time to sort things out and confirm that I had not lost all of £45,000. I had to re-register the van with DVLA. As I did not own the van for a period my insurance cover was invalid as it did not cover me for a vehicle I did not own. I was also fobbed off that only ONE set of keys came with the van and that the second usually came direct from Ford> Then I was told by them that the keys would come from Hobby. Later E S Hartley "found" the keys ans posted them to me. Hobby Germany suggested in an eMail that I press Hartleys for compensation , but nothing is forthcoming ...not even a "sorry"
28th Apr 14 08:04

!

0

rcon1

If you have a complaint to make to TalkTalk they advise you to go to their Help pages and search on "How to make a complaint" interestingly that process does not return any results - just a blank page!!! I think that speaks louder than any advice they imply they are prepared to give - DON'T THINK OF JOINING TALKTALK
24th Apr 14 09:04

!

0

IRENA

Can you imagine-of course, I have paid all my bills via direct debit-TALK-TALK stopped on 27.th March 2014 provided tome me broadband + phone service. I contacted their phone support-first they informed me to update a case within 48 hours, after that in 72 hours.. Two days latter they sent an engineer who told there is broken phone in underground area. He promissed to fix it till last Monday-till now nothing simmilar had not been happened yet. Silence from their side only. Me and my other broadband users are now second week without very necessary broadband service and phone service as well, location West London....I think there schould be taken an urgent measure by competent enforcement authorities against such dishonest company like TALK TALK is. They got paid rental price for phone line in advance, too....it is clear fraud....I thing no body else schould avoid TALK TALK, they schould simply get prohibition of further operating by competent authorities.....
5th Apr 14 05:04

!

0

yorkie

My uncle is terminally ill and bed ridden,he is in his eighties can barely speak, his wife is also in her eighties they are both taking things day by day. Macmillan nurses attends to his needs as well as the home help nurses. My uncle does not have a computer or laptop/tablet hardly watches tv as he is asleep most of the time my uncle's wife informed their son that his father was paying for broadband and puzzled by this because they don't have a pc ect when their son phoned talk talk to cancel the board brand and explained his father was terminally ill and did not have a pc. To his amazement he was informed by the talk talk representiv that his father would have to pay a penalty of 200 pounds as he had just upgraded his package in November/December 2013 by phone. Again the son explained his father's situation. The talk talk rep. Was of no help whatsoever there was no compassion he just repeated there was a penalty to pay and his seniors would give him the same answer therefore he could not him and if his farther died he would have contact the berivment team. As. He was getting any help or understanding from talk talk.
26th Mar 14 08:03

!

0

Jane

Just survived yet another call to talk talk to try and resolve an issue they had created and get this the customer service guy joyfully announced that I would not be charged for something I had not received and then could not understand why I did not respond- I think he seriously expecting me to thank him! I won't bore you all with all the other details of one of lifes most frustrating, irritating, time wasting experiences, but just to say I think I may just have survived with my sanity intact! Good Luck to the next challenger.
12th Mar 14 06:03

!

0

TalkTalkIsUseless

My overhead telephone line snapped in recent storms - ie totally disconnected and line lying on ground. Reported to TalkTalk (Indian Call Centre!) who "performed tests" (why?) and informed me that they couldn't detect a problem. Phoned again and they eventually agreed to send an engineer, but not without threats that I would have to pay if the fault was with my own telephone. Don't the Call Centre staff understand that a telephone must be connected by a wire to the phone network for it to work?! Waited two weeks for the engineer to come - he told me that I had no telephone service because my line was snapped - and only BT could repair it. There was no mention of the broken line in his worksheet. He phoned the TT Call Centre and told them to write "BT line is disconnected" on the callout sheet to BT. BT came within 24 hours - but there was no mention of the line being down on the BT worksheet! Still, my line is now repaired. So, I'm leaving TT, who clearly don't ListenListen, boycotting any company that uses an Indian Call Centre and preserving my sanity by not trying to fight my way through to TT to make a complaint to them directly, since their complaints webpage doesn't seem to have an option to allow me to complain!
11th Mar 14 12:03

!

0

Dave Martin

I ordered TT Essentials on line on 28/2. Went through all the checks etc and parted with £126. Installation date 21/3.. Can't wait..... Next day an email from them "Sorry you have cancelled your order with TT" etc etc !!!!! Next day (Sat) I rang them in India. Spoke to FOUR different operators insisting each time that I had NOT CANCELLED... Eventually they said that my line speed was insufficient ( I went through the line check when I originally ordered) and they were sorry. However Good News another check by them with engineers revealed my line was ok. Guess what?? because I had cancelled (it was actually them who cancelled) I could have Essentials but had to undergo a 25 min ordeal over the phone to book it again. Installation date 27/3. Can't wait!!!! Got to work on 3/3 to find another email "Sorry you have cancelled your order with TT " etc etc. WHAT ON EARTH IS GOING ON ? I rang the Indian Sub-Continent again. Spoke to just 3 operators who informed me that my line speed was insufficient but the good news was I could have Simply BB instead. Where was my £126 I asked ? They would send me a cheque. I ordered Simply BB on line with a connection date of 19/3. On 7/3 I received another email "Sorry you have cancelled your order " etc etc. Guess where I rang ???? My line speed was insufficient they told me. On 8/3 my cheque arrived, at least working days to clear. Folks avoid Talk Talk at all costs. Their customer service is a disgrace. If you are mad enough to go withem I will predict that you will have problems.
10th Mar 14 04:03

!

0

Hassan

Talktalk what to say join them a month ago still no equipments they even not answering my calls going back to BT
8th Mar 14 02:03

!

0

Hackedoff

Livid is an understatement - just spent an hour on the phone to India only to be passed around from agent to agent and then put on hold. It gets worse I was then cut off and told by an automated voice WE ARE NOW CLOSED !
All I want to do is close my account due to a house move !
27th Feb 14 10:02

!

0

Slade,Coventry

THE ARROWS MUST BE TLK TLK, I PRESSED TO AGREE.AGAIN, FROM A PLUS 3-CLICKED & IT WENT TO ZERO!!!!!!!!!!!!
25th Feb 14 03:02

!

0

Slade, Coventry

NO Phone For 5 Days,NO Updates,NOTHING.It's now fixed, the problem? SOME WISE & WONDERFUL PEOPLE SABOTAGED tlktlk x-change boxes causing country wide problems, Like mine, WHO CARES- TAKE THE POWER BACK-WE ARE MANY THEY ARE FEW. I told the tlktlk slave this, To No SUPRISE. ACTION SPEAKS LOUDER THAN WORDS.
25th Feb 14 03:02

!

0

Lisa

Talk talk agents are very rude,laughed down the phone,very forceful and harash you if you cancel.did not install properly.would not recommend to anyone as terrible.
25th Feb 14 10:02

!

0

Slade,Coventry.

Those Green & Red Arrows For Rating Are Nonsense. Clicked Green To Agree & It Dropped To MINUS??? Did tlktlk Install Them?
24th Feb 14 12:02

!

-13

Slade,Coventry

The Incompetence Of LIESLIES Knows NO Bounds!If Every Person Who Had/Have A Gripe With TalkShite Started Stopping D/D's, They'd Soon Change. I Was With SKY For Over 2yrs, Customer Service Was Outstnding & I Have low Tolerance. Let's Start Getting ANSWERS From tlktlk, ACTION SPEAKS LOUDER THAN WORDS! We Are Many, THEY Are Few.
24th Feb 14 11:02

!

1

Ahab the Arab

This gripe is specifically about Talk Talk Mobile. I have my telephone and F/O Broadband through the approprate department of Talk Talk Talk and have had no problems with the service.
TalkTalk Mobile is another matter altogether !

Basically Talk Talk Mobile are a bunch of Lying, Greedy scoundrels. This applies all the way up from the Sales People all the way up to the so called Customer Services Manageress (Ms Debbie Morrison)and the CEO.

My gripe is very longwinded and complicated, but basically it revolves around being assured of something by a TTM Salesperson which was completely untrue which resulted in me becoming liable for some £350.
I complained to the Much Vaunted Ombudsman who in effect told me that despite
the lies that the Salesperson told me I should have read and understood the Terms and Conditions on the TTM Website, which are the final decider.

Bottom line is, don't believe a word TTM tell you and don't for one moment think you will get a fair crack of the whip from the Ombudsman (or any Regulatory body for that matter). All they want is the quiet life with lots of Authority and absolutely No Responsibility
21st Feb 14 01:02

!

1

Never TalkTalk

I have been having so many problems completely not through my fault. Hours and hours wasted by Talk Talk.My experience with them is the worst I have ever had with any other. I had to complain to the CEO directly, but the complaint was passed to an utterly incompetent individual called Samuel Macsween who seemed somehow unable and unwilling to sort out the issues. For example, I asked to be disconnected repeatedly, but to no avail. I had to file a separate complaint of Samuel Macsween and pursue the original complaint through Ombudsman. Very distressing and time wasting. I will Never touch Talk Talk again and regret that I should have listened to other people's review of Talk Talk.
11th Feb 14 04:02

!

0

Sarah

Major thank you to Emma for those email addresses, weeks of grief and ignorance by talktalk, many many phone calls to India, ignored emails and yet one email to Charles Dunstone and an hour later FINALLY a reply!!! Seriously guys scream, shout and email the bosses that'll get the ball rolling. I wish I can leave the poor excuse of a company earlier than contracted. AVOID TALKTALK.
8th Feb 14 04:02

!

6

la the la

I have had enough.
Talk talk can take a walk walk.
before tiscali was taken over by talk talk it was not bad but became a steady decline ever since.
I left BT because they did not impress me either.
now looking at what plusnet have to offer.
any one got issues with plusnet?
6th Feb 14 05:02

!

-3

Sam

I have been trying since this morning to call AOL and inform them that we wish to cancel our broadband & phone services, since we're moving overseas.

For the record, we've been perfectly content with these AOL services over the years, especially when we changed from BT to AOL for the land line.

I held on the line for 35 minutes this morning, no luck. I called again this evening and held for 15 minutes, no luck. I then tried another option and after 10 minutes was connected with an unhelpful call centre advisor (in South Africa) who told me that as we wished to cancel our services for the end of February, we'd have to call back a week before!!!!!!!! This truly takes the prize for 5th world service; I've already informed, with no difficulty, the electricity and water companies and the District Council.

It defies belief that AOL / Talk Talk behave in this way and that the UK regulator allows them to get away with it.

What a depressing way to end what's been an excellent relationship with AOL on the broadband and phone side. The final straw was when the advisor asked me for my AOL password.......!!!!!!!! Of course I said NO.
5th Feb 14 07:02

!

-5

Cubana

Cubana wins court ruling for costs of time spent hanging onto Timetalk customer service line.

Timetalk are a broadband and phone company with an appalling reputation for customer service

In 2012, they took over a company phone line belonging to Cubana - a well known bar restaurant in London's Waterloo

They did this without permission and in the process, they also changed the number, meaning the company wasn't receiving incoming calls

Timetalk claimed this was an error, but they then failed to restore the line and number, despite saying they would

Cubana's managing director, former Tory Treasury minister Phillip Oppenheim, claimed damages from Timetalk, including his time for waiting on their customer service phone line, which frequently was never answered

Timetalk denied liability and fielded a top barrister against Mr Oppenehim

However, the broadband company lost - and although the court didn't accept all of the damages claimed, they accepted the principle that time lost for hanging on to a customer service line as a result of negligence was claimable and Timetalk have now to pay up.
5th Feb 14 02:02

!

-2

miserablemoaninggit

One has to laugh when looking at all the negative votes that the posts complaining about TalkTalk are getting. One can imagine some Indian Call Centre Supervisor instructing his or her staff to beaver away at the various gripe sites and vote negative comments down.

The irony of so many negative votes will escape them. Bless them!
4th Feb 14 08:02

!

1

Tired and emotional

If people use companies with rubbish Indian call centres staffed by people with made up Anglicised names, indecipherable accents and a couldn't care less attitude they've forfeitted the right to expect good or competent service.
4th Feb 14 01:02

!

-7

paul g

talk talk my blood is boiling and I have gone grey in the last 24 hours. I am not getting into it now as I am livid! 5 calls to india and 2 emails well over 3 hours of my time wasted!! angry as hell, I feel like getting a flight to india and shaking all their heads in the talk talk call centre. STAY AWAY FROM TALK TALK they WILL age you I promise.
4th Feb 14 12:02

!

-2

Jeanne

I posted my comments this morning after which I thought I would try just once more to talk to somebody in England I phoned 01772375887 a Talk Talk number I had phoned three times on Saturday I told them of the problems I was having and asked NOT TO BE PUT THROUGH TO INDIA as they have failed to understand what has been going on but they did and I got nowhere yet again. However when I phoned this number today a young man listened to what I had to tell him including I had been asked to get on the floor and take the front off my socket I plug my phone into aged 79 disabled and unable to do this this I told them. I told this man that I had also been told the junction box outside the house formed part of my equipement and was chargable if needed repairing. This was news to me I have never taken this socket from one house to another this belongs to the phone company. The man went away to speak to his manager after I had completed telling him of all that had been going on and also telling that I would not carry on with the call if he put me through to India. He came back to say he was putting through a credit for £50.00 to my account I trust now the matter has been resolved. It just goes to show you need to stick to your guns to get matters resolved. Your rights are your rights no matter what your age is. Do not give up though you may feel it would be easier.
3rd Feb 14 02:02

!

-4

Jeanne

having told Talk Talk my phone had hashing on it and that sometimes I could not ring out or get calls in and being told they could not find a problem on my line I rang them yet again. Was told I would be charged £50.00 if the problem was with my equipment no charge if it was on their equipment outside. I repeated back to them what they had told me so that they and I understood the charges I agreed to pay the £50.00 if it was my equipement. The engineer checked the outside connection first and that where he found the problem so it was not my equipment. They have now added £50.00 to my account because they said they sent out a Sparks Engineerer he told me Openreach would have to come and do the repair. At no time did they say they would do this I was told an engineer was coming and assumed that he was going to find the fault and repair it and charge me if it was my equipment. Dozens and dozens of phone calls to them and still the matter has not been resolved at the age of 79 I could do without the stress I have very serious health problems and I need my phone working at all times. They even on one call expected me to get on the floor and take the cover of the junction box off and do what!!!! was I suppose to do the repair myself. One person said that the junction box outside was on my property and so I was responsible for its repair I have never heard anyone taking the Bt Junction box with them when they move have you? I have now written to Talk Talk Customer Services Southampton to sort this matter out I do not want to have anymore Contact with T/T Dehli India I have failed to get them to understand The agreement made re the charges regret having paid my Line rental a year in advance. If my phone breaks down again will I go through this again. Has anybody else been charged £50.00 to have a repair done that was not on their equipment ?
3rd Feb 14 01:02

!

-3

Tracy

About three hours ago I spoke with a Customer Service agent about a payment issue.
It annoys me that at the end of every phone call to TalkTalk Customer Service, I'm asked if I would like to speak with a manager about how the call was handled. But when it comes to an actual complaint, they are never available to take the call.
I'm still waiting for a manager to explain why my payment to TalkTalk was not received, even though I was given an authorization code verifying the transaction.
It's been over three hours since Customer Service promised I'd be contacted in one.
1st Feb 14 08:02

!

-1

Ms E. Rable

Watch this space!!! I am too close to boiling point at the moment to go into details about my two day experience with the Customer Service Team at Talk Talk but will do so when I've calmed down. It's quite a story.
31st Jan 14 05:01

!

-2

Max

An appalling customer service. It takes 10 minutes for them to answer a call; once as soon as I spoke I was disconnected! Rang again - waited 10 minutes for an answer - talking to someone Asian sounding, who had no idea what I was talking about; then disconnected again! rang again 10 minutes answer time - 20 minutes explaining and them getting background - I even stopped him to give an alternative number that he was to ring me back if disconnected - Ofcourse disconnect again! Surprise surprise no call back! I am so frustrated that I cannot resolve my problem. I have never experienced such poor customer service. I am leaving this company and would never recommend them. Their customer service team are completely incompetent.
31st Jan 14 03:01

!

-2

Little Mo

Talk Talk are absolute rubbish, there customer service is appalling, in November we were moving house and didn't want to stay with Talk Talk any longer we just wanted rid of them the phone service was very poor. It has taken 3 month to get rid of them. I kept on emailing them, because it was costing a fortune on the phone being passed to different departments, after one of my emails saying I would not ring again they said they would ring which they did the day after and at long last they cancelled the account.
I would advise anyone to give Talk Talk a miss, you are kept waiting on hold and cannot understand what on earth they are saying, they read from a script and haven't a clue what you are on about, I cannot understand how they are still in business. What a frustrating time hopefully my husband and myself will not have to go through anything like this again.
31st Jan 14 02:01

!

-3

Jom

Waste of time! It says all.Wate of time! Waste of time! Incompetence in its most pure state... wonder how these people are trained. Sometimes you call South Africa others India - problem of outsourcing. They have lost a client and if I were you I would not use Talk Talk at all.
30th Jan 14 10:01

!

-2

Me

Awful customer service, they messed up my order four times, got my address wrong three times and finally after waiting 20 days to set up a new line they made a mistake and cancelled my order. When I called them they said the system cancelled my order but they will activate it again. However, it would take another 10 days. Ridiculous! Awaful customer service, awful service, I would never go back to them!
30th Jan 14 10:01

!

-3

Evans

After extremely poor service and rude customer service for over 7 years, I am finally transferring my broadband to EE. Since informing them about the transfer to EE my service has slowed down to less than snail's pace. My mates who moved from Talktalk to EE said comparing Talktalk to EE is like comparing a tractor to ferari in speed. Leaving Talktalk will be my best move, my friends with EE have said. Talktalk is just too poor.
28th Jan 14 09:01

!

1

gary

Been with talk talk a year now and have had nothing but problems with them on both the tv broadband and home phone and the mobile side of things and I am seriously thinking if leaving them I have had no tv since december and its now January so I have cancelled the direct debit until they sort it out and have had two sim only contracts that I upgraded one to a lower tarrif with and they out it on the wrong sim now been passed over to the CEO and they will not deal with it and never phone me back as a result the services have been suspended and the talk talk owe me over 100 pound and now they wont even call me back
28th Jan 14 05:01

!

-6

No More Talktalk

Thank Emma very much for her posting and have just emailed all three my third formal complaint about Talk Talk. I have spent HOURS reasoning with their agents in Bangladesh or India and nearly ended up speaking broken English just like them. Hopefully these three living in the UK are reasonable folks. Please help.
28th Jan 14 12:01

!

1

Tracy

For all the problems I've had with TalkTalk, I just try not to ring them in the morning anymore. Otherwise I'm pissed for the rest of the day!
22nd Jan 14 04:01

!

-1

Emma

Try:
Paul Smith - ceoexec@talktalkplc.com - Manager, CEO's office
Charles Dunstone - charles.dunstone@talktalkplc.com
Dido Harding - Sharon.Lawrence@talktalkplc.com (on DH's behalf)
16th Jan 14 02:01

!

4

DinghySailor

On c. 13th December, my broadband disappeared. Having tried 2 new routers and replaced the phone socket, I reported this to TalkTalk on 20th December, when I was told that this would be fixed in 24-48 hours. After 46 hours, this was changed to 72 hours. An engineer was booked for the first opportunity - the 31st, and received a text saying he'd arrive on the 30th. On the 30th, I had a text telling me he wasn't coming, and to rebook. I was then told no engineer had been booked, but got one for the 31st. On arrival he told me he was the wrong engineer and a broadband/ network engineer was needed. TalkTalk wouldn't let me talk to a person, but eventually being routed through another route I spoke to an agent who would not accept that an engineer had been.
Many calls later, I spoke to another person who kept interrupting on the 5th Jan who stated that I need to be at home for an engineer to call.
I lodged a formal complaint, and about 10 days later - without any apology, or any effort to fix the issue TalkTalk have told me they will close my call unless I book an engineer for three days - without a guarantee of resolution. As I am self-employed, and having had to take 10 days off over Christmas, I cannot afford to take any more days off - let alone 3.
I have asked for a copy of their recorded calls, and obstacles have been placed in my way - such as requiring bills, passport, money ...
My request for this to be escalated has been ignored; the costs I have incurred I was told I can charge to TalkTalk, and now they say they will not honour that; and my requests for a formal complaint have been ignored, and my request for the information to migrate to a professional supplier have been ignored.
They are appalling in every sense.
16th Jan 14 09:01

!

-1

Emma

And then....I got an email within the hour from Charles Dunstone himself, assuring me he was on the case! All I can say is, shout, scream, threaten them and perhaps they might respond!
15th Jan 14 03:01

!

2

Emma

Emailed Charles Dunston and Dido Harding (got their email addresses from elsewhere on the internet) and demanded answers/action. 10 mins later, got a call from another idiot customer service operative with only basic English skills and who said he couldn't help me - again. Shouted at him so he eventually said he'd escalate it to a CEO and I'd get a call or email within 5 days. I told him I wanted BOTH of those things and that they should try both my landline and mobile. Also threatened him with Ofcom, etc. He then sounded like he was going to put the phone down on me so I shouted at him a bit more then put the phone down on him! Tried to ring Ofcom straightaway but their lines are busy so that will have to wait for the time being. If I get no joy from TT, there'll be a letter winging its way to Southampton for the attention of ONLY Dido Harding or Charles Dunston. It'll be marked "Confidential - for their eyes ONLY" - I work in a hospital so I know all about confidentiality!!!
15th Jan 14 02:01

!

4

Nick

Poor customer service as you would expect because lots of companies have call centres in India these days.
15th Jan 14 09:01

!

-7

X

Ask to speak to a manager first then get them to raise a complaint to the CEO. Then if that fails it's the obudsman.
14th Jan 14 08:01

!

-8

Emma

Agree with ALL of the below. Anybody know where I can send a rude letter/make s rude phone call to the "highest of the high" to get them to listen and do what I need? I'm looking for somebody like a Managing Director, etc. I also don't want to use a premium number - although SayNoTo0870 works quite well!
14th Jan 14 02:01

!

-1

Stephen

Got a bill from talktalk and not getting internet from them.
Account was cancelled in 2008 when I went with sky. started to get bills from them, sent to my email address but with my wifes name as the account holder.
Tried using the chat facility and the advisor said that the account was in my wifes name and could only talk to her and said that the account and line was still active and had not been disconnected by sky properly in 2010.
We ended up ringing their call centre (India?) and spent well over 1 hour on the phone trying to get this sorted.
It seems they had another user with my wifes name, if I was her I would be annoyed that talktalk were sending her bills to a stranger.
Why could this not have been sorted on first contact, it was only when they rang the account holder and checked with her that they agreed not to send the bills to me and to take my wifes name off the list.

Very poor service
4th Jan 14 09:01

!

-10

Ration

Never go with talk talk warning I hope company collapses god willing
22nd Dec 13 03:12

!

-21

Ezza

Useless, cannot wait to change to another company. When you ring they hangup on you. Engineer was booked he did not turn up. The blamed this one me and said he could not get access to my property... Lie. How is this happening in the uk. Ring India they don't understand you. Talk with someone in the uk and they won't listen you. Biggest scammers I know. Phone line has not been working for one month now. Never go with talk talk!!!
22nd Dec 13 03:12

!

-22

LA

My elderly disabled parents have a TT contract and are completely reliant on their phone yet it has been out of order for 4 days now. The same problem happened 4 weeks ago. I have been sent round in circles from one computerised system to another. I have resorted to the 'Live Chat' several times but their operators are robots and promise to do things and b-----r all happens. My parents were promised compensation last time this happened (they had no phone for 7 days) but nothing has happened. I am beside myself with rage trying to get this sorted for them. How can TT get away with providing such a diabolical service and stay in business?
16th Dec 13 10:12

!

-22

JD

Well I booked in May of this year for phone line, broadband etc and still have nothing 7 months on. Just wondered what type of compensation I should ask for??
16th Dec 13 09:12

!

-35

lefay18

I signed up to talk talk Youview in september this year for broadband, tv and landline. After a few weeks we started to have problems with the landline. We could call out but no-one could call us. A BT engineer was requested.

He turned up on the 12th november unannounced, just as I was about to leave the pick my kids up from school so I had to call my aunt to come over. Whilst he was here he was very unenthusiastic, and struggled to find the main line that was causing the trouble. I must point out that this is a confusing bungalow as it has lots of bits added on over the years.
When I came home he'd gone and instead of repairing the fault, he fitted a new line-in completely. Unfortunately he fitted this in my office, which happens to be the most unmanageable and jammed packed room in the house, underneath a clothes rail. This meant the router and internet plug-ins had been moved from the hallway and the telephone from my desk and it was all now fitted underneath said rail meaning I had to go on my knees to pick the phone up. It also meant that my internet couldn’t reach out of the office to anywhere in the house. It was a mess of cables and extension leads and not an acceptable solution even if the line was working, it now meant the internet wouldn’t anywhere else but my office. (see pic)
I rang the next day to voice my complaint.

As way of recompense I was told I would receive a selection of free channels for a few weeks and that would be updated in 24hours.

On the thursday (14th nov) I had friends and family over and we were all settled in my lounge as my business was to documented in a TV show called George Clarke's Amazing Spaces on channel 4. About an hour before, the signal disappeared and the TV asked me to do an update. I guessed this was to do with the free channels being sent. When I updated EVERY channel disappeared. I wa son the line to an adviser for 40 mins but he coudlnt help so we all had to pile into my aunts place to watch it instead. I'd been filming this documentary all year, my kids featured in it and we were all very excited to finally watch and this was devastating,

The next day, I was told the only way to update the TV was through the internet. And here is where all the fun really started because of course I couldn’t get internet in this room any more since BT re fitted the line.

A BT engineer was booked for the first appointment possible - 16th december, 6 weeks after the event, to come and refit the line in a more acceptable place.

Meanwhile it was suggested a TalkTalk engineer could come an check everything was set up properly. Well I knew it wasn’t and I knew that he wouldn’t be able to touch what the BT guy had done but I agreed anyway in the hope that maybe there was another better solution. But the first appointment for this was 5th dec.
This was so devastating for me, I had waited so long to watch the show, and really wanted to catch it on 4od for example, but by having to re boot everything it meant that I had lost the series so far that id been recording on the youview box, this was really the only reason I signed up for TalkTalk in the first place ready for this series. It was so upsetting and as it stands i still haven’t seen it properly and all the glory of that moment was lost.

Meanwhile I had problems with the internet dropping and I'd spent, by the following week over 5 hours on the phone trying this and that. The night of my daughters birthday, instead of spending time with her, yet again I was on my hands and needs following instructions for solutions. I ended up yet another hour on the phone trying to find a solution and trying to get someone to come sooner than the proposed date.

Then the internet stopped completely and I was told I would still have to wait, as it stood another 9 days for the same appointment - 5th dec. So by now I had no phone for 3 weeks, no TV for 2 and now no internet . Now considering this TV show had 8 million viewers what I did'nt wanted to be doing with my time at this crucial launch point for my business was be on the phone for hours to yet another different talktalk adviser. In preparation for this launch I had a twitter account, a new website, I was beginning the process of uploading an online shop – basically everything an online clothing company needed to do to follow up such great TV coverage and instead I had no internet. The loss of earnings in this are hard to calculate but I had things selling on ebay, I had flights to book, I also urgent internet banking to deal with, it doesn’t take much imagination on this modern works to image the impact no internet has on a company, but of all the times for it to fail!

Unfortunately its registered as a residential line rather than a business line, because I don’t use the landlines at all, only the internet so i don’t think they took me very seriously.

But I found it unbelievable and unacceptable that one has to wait so long for an appointment. That there is no priority service for clients when they are left in this situation through no fault of their own.
I ended up doing loads of research and buying all sorts of cables and connectors to try and make a temporary solution myself. This cost me money and time. I tried calling to get advice if there was anything else I could try but no one had a clue and kept telling me to wait for the engineer. Eventually with much kicking an engineer was sent on the 29th, he got the internet working again and fitted a new router. but couldn’t do anything but run an Ethernet cable across my floor and out in to the hallway to connect the TV again. This still stands. This is 10m of cables across the floor of my office and hallway -a very bad safety hazard, but at least it got the problem sorted temporarily.(see pic)

So ive been waiting still for the 16th for the BT engineer to come back and rectify this problem, when I called today they told me the appointment had been cancelled and I would have to apply for another one because the problem was solved. Which it isn’t.

I am beyond livid, I am distressed, I ended up in tears on the last call. This is 6 week of disruption that started as in convenience but by now is making me feel unwell. Before with Plusnet I never had any problems with phone, TV or internet but since I joined TALK TALK ive had nothing but.
I am a single mum, I sit alone here most evening and all I ask of is that I have a TV to watch (still not working properly ) internet to run my business from home (finally working but very slow) and they even had the cheek to send me a bill for the past month. One of the charges being to a supplier in Portugal who I would have normally emailed, this cost was £20.

I tried today to talk to someone in the complaints department, I was told they DONT HAVE a complaints department! So how do I lodge this? And who to? BT or talk talk? I know they were beholden to BT making this mistake in the first place but the customer service – although friendly and polite has been USELESS. No one has told me the same thing, they have seemed ineffectual and in consistent, I have no idea where to turn and I fed up of repeating myself to them.
9th Dec 13 04:12

!

-26

matt zoe

This is the complaint I wrote and couldnt even send it as an error occurs every time!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!aaaaaarrrrrrrhhhh

I have purchased a tablet for my father and I suggested that he upgrade his package with broadband as he is already a Talk Talk customer. Having done so over the phone, which I might add was activated very quickly by talk talk, with limited explanation. Following this upgrade, their phone line has not been working properly and cannot receive or make outgoing calls. My parents are retired and this has given them more unwanted stress in their lives. They have recently had to purchase a mobile phone in order to feel secure. They have rang up on numerous occasions with no explanation or compensation offered. I also called talk talk on my mobile (some 27 minutes later to resolve nothing). What is going on and I wish I never purchased my father a tablet knowing it would give them this much grief. Remuneration is required for the considerable charges we have incurred and request your immediate action to resolve.
I am writing on behalf of my father.
29th Nov 13 11:11

!

-34

ponchoman

Hahaha is all I can say. I wish I'd read this before moving to talk talk from BT! That will teach me to go for the cheap deal.

All seemed fine till the go live date of 5th November. Then nothing. No Broadband. Even though the automated service assured us it was working fine!

10 calls to India. Promises of Escalation to senior network team within 72hours which basically means they have 72 extra hours where they know you won't phone them, until you realise they are never going to get back to you, and there probably isn't a "senior engineering team".

Trying to complain is good though, nowhere on their contact us form does it allow you the option to complain directly.

So we've puled the rug out from under them, going back to BT, cancelled the direct debit and sent them a nice letter of complaint explaining why we wouldn't be paying a penny of their bill or their early cancellation charges. We shall see!!!
27th Nov 13 12:11

!

-36

La'

TalkTalk are absolutely useless!! And I am not one for such strong words normally. I don't even know from where to begin as I am boiling with rage with their abysmal customer service, particularly one that I'd just received tonight.

I couldn't agree more with the poster, that they could literally make you tear your hair out! I have to say that I am pleased to know, although sad, that there are others who feel strongly against the way talktalk are handling business.

First of all, I don't have a problem with them outsourcing a large part of their sales and customer services, but when there is no quality control, it peeves me. the guys at the other end of the shore are borderline robotic. they are so robotic that even when they have clearly peeved you with their underwhelming customer service and repeated robotic lines, they end by asking "is there anything else I can help you with today Mr xxxx." I am not even kidding, this question comes even after you've just had the most heated and unfruitful conversation. The lack of discretion by some, if not most, of their agents is laughable.

The only (very few) times I have had a good experience with TT was when I spoke to 3 agents from their customer resolutions department. Other than that, my experiences have each time left me upset, annoyed, drained, hungry, irritated. Honestly, Before I can be seen coming to find a forum wherein I can air my grievance against any company, you can rest assured that the company must have succeeded in pushing me to the edge as I normally tend to give a long reasonable rope.

With TT, obviously the concept of rope doesn't even exist, let alone talking about measuring it. Okay, so here are my following gripes with talktalk and why I think that NO ONE should join them, or why we all should continue to keep such forum as this open so that people leave them or others don't join them:

- UNPROACTIVE STAFF AND UNECESSARY DELAYS IN RESOLVING ISSUES:
I was promised an easy home move service as I had not ended my contract with them and it was the opposite of 'easy'. It has been over a month and still no internet, and each time you call, they bathe you with flood of excuses.

- AN AGENT MAKING EMPTY PROMISES.
an agent will make empty promises to call you back to fix an issue when he/she knows for sure that he/she has not intention of doing so.

- ROBOTICITIS
(That's a business disease I have named - roboticitis... This is when staff are robotic in their approach and are more focused on running down the company's standard paragraphs down your throat whether or not it fits the situation you bring to their attention. This is my experience most of the time with TT. They don't seem to grasp the concept of standard paragraphs - they're 'standard' meant for guidance and discretionary application; not a one-size-fits-all.

- INSOLENCE
Goodness, have you ever seen someone trying to come across as being polite because he or she knows that the manager might listen to the phone call someday, but right underneath every response lies rude huffs n puffs, 'sirs' , etc?
IMAGINE, they even rudely HANG UP the phone when they realise they're failing to manage the situation properly. This is not a presumption, I know that they do hang up!

- CREATING UNDUE COMPLICATIONS
making simples matters worse, like calling with a basic discrepancy on your account and them doing something completely unrelated or just making matters worse

- THOUGHTLESS PHONE PRACTICE (Blind Transfers)
Just imagine having to explain your concern to one agent and losing all your glucose for nearly 25 minutes only to be passed on to another agent who comes and says "good afternoon Mr, you're speaking to Vignish How can I help you today?"" My o my, it drives me nuts. Blind-transferring a customer on to different teams/people, who then has to repeat same concerns over and over is appalling.

This is a dire matter - the business ways of TalkTalk is so disappointing. An ombudsman is needed honestly.

My wife has lost hope in them from day 1 and has asked me to cancel our sub but I have been too patient.. it's about time I listened to my wife..
19th Nov 13 10:11

!

-35

Oi

Welcome to the "pile em high, sell em cheap" model as relates to internet providers. Shocking tales here, hopefully will warn others not to sign up with them.

Deplorable.
17th Nov 13 01:11

!

-36

Rick

I had the exact same problem. I wanted to leave and go over to bt and they passed me through 4 different people. I got put through to a manager who after going through all the ridiculous security questions said he couldn't process the cancellation even though he was a manager. Something is majorly wrong with talk talk. The only reason they have grown so big is because they teamed up with SKY. But there still as crap as before!!!
16th Nov 13 10:11

!

-33

Baxy

I have had a lot of problrms with TALK TALK even before going "live" so they offered me £40 credit on my account ,i then cancelled the order & then asked for the £40 to be credit to be my bank account which they said they would do ,by E mail this hasnt happened so Iam taking them to small claims court
13th Nov 13 09:11

!

-32

Fiona

The 'service' I have received from Talk Talk has been appalling!!! Beware of using this provider! - I asked for the contract they had taken over from Tiscali to be cancelled years ago and despite repeated attempts to communicate with them in writing and on the telephone they have continued to take money out of my bank account for broadband I am not receiving and do not have working equipment for. I have just spent another 40 minutes on the telephone being passed from pillar to post with no'one able to terminate the unwanted contract. The most appalling 'customer service' I have ever encountered. My bank has told me what they are doing is completely illegal. I am now taking court action against them.
8th Nov 13 11:11

!

-31

gw4gja uk

Talk talk was my worst experience due to call centre issues over seas. I pulled the plug on them by hopping back to Bt. At last full cooperation and help. Unfortunatly i decided on a talk talk mobile phone which rides on vodaphone. Appears talk talk as a virtual network has poor priority i have travelled from tip of scotland to south wales over 2 weeks to find internet access very poor and useless most of the time. Thanks to my
spare 3 sim i was rescued as network 3 appeared to be good over the whole tour.
5th Nov 13 11:11

!

-35

iiwwinmancs

I've had no talktalk connection now for almost a month. Rang up to complain, and told by automated service there was a problem with the telephone and broadband service. I was given no option to speak to a customer service rep. I was given the option to have my calls redirected to my mobile phone which I declined because the phone seemed to be working fine. However, all my calls have now been redirected to my mobile phone!

A shoddy organisation with an exceptionally low quality of customer service. I've already contacted BT and moving over to their Infinity Broadband. However, I expect I'll be plagued with marketing calls from TalkTalk forever afterwards. I hate TalkTalk, absolutely hate them!
4th Nov 13 07:11

!

-29

Unhappy Chappy

I've been given the run around by Talk Talk, they never return calls or take complaints seriously.
The Live Chat is a joke!
I wanted to send an e-mail to make a complaint but the link on their webpage does not give this option for certain types of complaint (eg. slow broadband) so if you want to send an email you have to click for 'general' complints and hopefully you will get the option to send an email.
This is the address which was on the acknowledgement I received: talktalk_help@mailuk.custhelp.com
I have been with Talk Talk almost 6 years, I will be moving elsewhere if they don't resolve this quickly.
4th Nov 13 01:11

!

-27

Paul

Carlsberg probably the best lager in the world. Talktalk without doubt the worst customer services in the world ever, fact. You know as soon as the operator starts off with the security questions you are in for a nightmare ordeal. Passed from pillar to post and if you are lucky, more than likely cut off. On the phone for over an hour listening to robotic automated scripts. Sorry talktalk no positive feedback what so ever. I can only warn other people that contacting talktalk customer services can seriously damage your health, and should seriously come with an health warning. Believe me when I say this, you would get more sense banging your head against a brick wall.
23rd Oct 13 12:10

!

-40

Craigyb

Just rung talk talk customer service to try and sort out why my broadband has stopped working.

Talktalk: do you have broadband connection

Me : no that's why I'm calling you

Talktalk: have you checked our online diagnostic page

Me : no I have no internet connection

Talktalk: oh right so you can't connect to the internet

Me: no

Talktalk: have you spoken to your service provider

Me: you are the service provider

Talktalk : um let me place you on hold

17 mins later

talk talk: ill get an engineer to call and have a look

me: ok but whats the engineer going to do as you have made no attempts to diagnose the problem

talktalk: ummm have you had problems with your plus net account before as there is a service issue for plus net customers

Me: im not with plus net im with talk talk

Talktalk: um ok ... ill place you on hold because thats what the supervisor told me to say

then hung up
15th Oct 13 07:10

!

-37

Num

Never, ever will I use Talk Talk. I've NEVER been a customer of theirs, but they sent me a bill out of the blue. I wrote and telephoned and was assured they would correct this. A few weeks later comes another letter. I phoned again - they admitted it was an error and not to worry about it. Next came the debt collection letter! I wrote back and offered them that I would indeed WELCOME their threat of court and would they invite the press or should I? I advised them that they'd picked the wrong person to try and strongarm money from that was not owed to them, and that I assured them a very, very public fight as well as legal action if they flasely damaged my credit rating since they had been contacted by me so would be in a position of KNOWINGLY doing so falsely. Presumably they hope your an old or nervous person and would just pay up. Oddly enough, when they realised i was not an easy target they suddenly decided I'd never had an account with them after all. Funny that.
11th Oct 13 02:10

!

-22

Mr.NASH

I recently changed My broadband from TALK TALK to BT,and had to pay TALK TALK a sum of £124.61 to cancel. I payed by cheque the full amount, the cheque was dated 24/8/13 and was cashed on the 4/9/13. I was supprised some time later to receive a Final demand for payment from TALK TALK,I contacted them and gave them the dates and cheque number and told them to get their act together. I am writing this now as I have just received a demand for the none payment of the above from a debt collecting agency demanding the 3124.61 PLUS £30 for none payment.I again gave them all the details and hope now thats an end to this saga.
7th Oct 13 03:10

!

-28

julie

talk talk are the worst promise you all the specials I took it on phone line never connected internet not working but debited my account spent £100 on mobile phoning to find out when it will be connected just got put on to other people who did not know what to do got told that it had been fixed when it never worked then charged £80 to disconnect the blocked me from paying so how are you surpose to pay last bill if account has been blocked they are the worst never had problems with virgin
4th Oct 13 11:10

!

-28

mike

talk talk gave me as an incentive a free gift on their combined broadband telephone and television package, the free gift was box set series and five children channels I have had to sign up to an eighteen month contract, six months later they take my free gift away, talk talk have a strange idea what a free gift is has anyone else had this happen to them.
1st Oct 13 11:10

!

-19

Richard de Meath

A TALE OF WOE
The saga I write of, started back on January 7th when TalkTalk Mobile sent me a bill for four times what it should have been. I closed the account and with great reluctance paid the bill on the same day, to the full amount they claimed I owed.
This was the start of what can only be described as a protracted exercise in harassment against me by TalkTalk .
On the same day I changed to Tesco Mobile. Very friendly people, helpful to the last and naturally asked me to get the PUC code from TalkTalk, which they duly supplied. The reason for this request is that I wanted to keep the same number. What was given by TalkTalk turned out to be a fiction, a non-PUC that did not work and the money I paid Tesco was lost. It is understandable that I mistakenly believed this was Tesco's fault. So, even with a protracted visit to a Tesco main store to resolve the issue, after a month I was still without mobile access.
I then decided to change to Virgin Mobile. It was now the beginning of February.
Here it gets really interesting.
Virgin Mobile told me the PUC I gave to them was not one that was recognised by any Mobile Phone Service Provider. Something shady moves in the undergrowth!!
Nothing daunted, Virgin got to work and within less than half an hour were able to resolve the issue and opened an account for me.
Happy Richard, back in mobile-phone-land!
Sadly, the letters and demands for payment continued from TalkTalk, despite the fact the account had been disconnected and I was no longer a customer. Not only had I closed the account, I also had the dubious pleasure of a letter from a Credit Collection Agency.
By this time other costs had been added, and the monthly bills had become eye-watering. When I informed the Collection Agency of the true situation - via my legal representative, of course - they lost interest. This barrage of harassment continued until I finally, after many letters, emails, texts and phone calls, I contacted their CEO.
A very nice lady, his PA wrote to me. She had investigated my complaint, lessons would be learned and agreed that I had been treated in a less than professional manner. She also agreed to pay a teeny-weeny bit of compensation, which I received on the 19th June - for harassment.
A very happy Richard - you think?
That was not the end of the matter. Since then I have been subjected to weekly and sometimes daily demands for payment by phone, text and mail for this mysterious 'account overdue', which they admitted, in writing, I did not owe.
On Monday of this week, I discovered that TalkTalk had blocked my telephone number, that I was unable to send or receive text messages, that I could not receive calls and my phone was less than useless. I phoned them to ask for an explanation and found myself disconnected once they learned who I was . As recently as this morning, I phoned a total of four times. I also phoned the very nice PA who had been so helpful, but she did not respond to my call. I must stress, that at all time I was the personification of politeness.
The staff at Virgin Mobile tells me they have never heard of anything like this, although friends to whom I've spoken have their own horror stories to tell of their experiences with TalkTalk.
It is now the 1st October, nine months later.
I have thrown in the towel and asked Virgin to give me a new number.
This means I lose the cherished number that is on all my cards and stationary. Virgin tells me the new number will arrive in a day or two.
Mobile phone companies that treat their customers in such an illegal and contemptuous manner need to be taken to task and exposed.
1st Oct 13 03:10

!

-32

Consumer

Ordered a Large SIM Only Plan on the phone through sales department was promised a promotional of double data received the welcome pack which stated only 2GB Data.

Called sales again spoke to "John" he advised to cancel that contract and sign a new contract through him as the previous one was not processed correctly, he repeatedly re-assured me that the welcome pack would be amended and the new sim card would be sent to me along with a welcome pack that states 4GB Data instead of two.

1 week later I received the "new" SIM card & Welcome pack to my surprise the welcome pack was not amended as the representative had falsely claimed. So i now have two welcome packs exactly the same but according to John the first one "wasn't processed correctly!"

I contacted the sales team today and asked to speak to "John" apparently there is no John!

I asked to speak to the team leader or Sales Manager, the sales representative was hesitant but eventually put me through to the rude Sales Manager "Liam".

"Liam" did not let me explain my frustration and kept speaking over me and claimed that we don't manually amend welcome packs, I stressed that the sales rep assured me that this would be done and made me sign a new contract by making me believe that the first one was not processed correctly and thus increasing his own sales figures for the month!

"Liam" went on to confirm that indeed the first one wasn't processed correctly even though they were both produced exactly the same. So who do I believe? Rude Sales Manager "Liam" or Deceiving Sales Rep "John" (if any of them exist)

"Liam" Also confirmed that it will only show up on MyAccount online, I told him its not showing up there either, I was put on hold then told it would show up in 14 days. (Can anyone get this right?)

Rather than putting me through the process of signing up to a new contract and lying about sending me an amended welcome pack and waiting for another 10 days shouldn't have Deceiving Sales Rep "John" just sent me an amended welcome pack? Or an email confirmation?

If this is how TalkTalk is going to deal with newcomers how do they deal with existing customers (I've been with TalkTalk 4 years, TERRIBLE)

I’ve spent 4 hours of my life on the phone bounced between departments only then was I able to file a complaint (reference number 1-000001-254696-0) which I wasn't to receive a copy of and when read out to me didn't contain half of the Information I called to complain about. When I asked to add more details to the complaint I was told sorry the complaint can’t be edited anymore and I will have to file a second complaint. What a joke!

I've been promised an amended welcome pack and the call has been recorded (for quality and training purposes) I still have the right to demand for one or a formal written apology from the "Rude Sales Manager", How difficult can it be?

I don't want to even think about what the mobile service is like knowing what I've been through and previously with my Broadband and Landline.

The Internet, Review Sites, Blogs, Forums and Consumer Action boards are piled with pages of complaints about this bad customer service. This will only be added to the TalkTalk wall of shame.
23rd Sep 13 03:09

!

-18

Angry Hairdresser

Talktalk have just lost my business phone number that I had for 10 years I asked them to transfer my number to my new premises but instead they cancelled it and gave me a new number which of course none of my customers know!! I asked them to retrieve the number and they said they couldn't. An hour and a half on the phone and 5 different advisors later and still I can't get my business number back. I called B.T and I have to wait 10 days to retrieve my number if it is still available they were very helpful and I have now no phone line that I can use for the next two weeks! Talk talk had the cheek to ask if there was anything else they could help me with and was I happy with the service I'd received. Not happy at all not one bit total idiots....
16th Sep 13 07:09

!

-19

Bart

I have just had the same problem with talktalk as the main heading but I think I can beat the transfer numbers, eleven in exactly one hour and five minutes. They really do not care about their customers at all. I've been to South Africa six times including their manager Marc Andrews who was very rude then I asked to speak to someone else and after speaking to Danny for a few minutes he swore at me and disconneted, but before then I was in India three times and Britain twice and somewhere else where the person would not tell me where they were, maybe they didn't know their name. And all I was trying to do was find out some information because I was thinking of changing subscriber for all my services. Ah well lost my business then, all because they don't seem to like answering questions about their subscriptions.
16th Sep 13 05:09

!

-22

Louise

Dear Sir/Madam.

On August 22nd at 4.30pm I went into Car phone warehouse in Bournemouth to ask an sales assistant if he could ring up and ask for a PAC code, as my old one was wearing out and I wanted to upgrade to another handset. I had rang TalkTalk mobile previously asking if I could move my mobile phone bill to an upgraded handset, but I was told this could not happen.

When I got though the man at the end in the Indian call centre asked why I was leaving and I explained because my handset was wearing out, and I wanted to upgrade to a better handset through Carphone Warehouse.

He kept putting me on hold for long periods and when I asked for the PAC code I couldn't understand what he was saying so I had to ask him politely to repeat it.

I have borderline learning difficulties and find it hard to hear things. When he gave me a PAC code, the Car phone warehouse assistant said it was not correct.

The TalkTalk supervisor at the call centre kept insisting I hang up and call back again from my land line. This I couldn't do as I wasn't at home and it was a long journey back.

Eventually I was put on hold for over half an hour and never even heard back from them! It was 5.30pm closing time by the time we got anywhere, I feel this is not good enough for a service they promise to so many customers in the UK.

I feel I have been treated unfairly and this is appalling way to treat a customer. I will not be returning back to TalkTalk as the service which used to be very good and fallen considerably. An apology would be nice, but I am not holding my breath.

This company are terrible and should be reshuffled to a UK call centre. I never lie in my reviews and if you are thinking of signing up to this company, then DON'T! They keep you on hold for over 30 mins and I can never understand what they are saying. Also the staff are rude and often slam the phone down on customers.
23rd Aug 13 11:08

!

-31

Tom

Reading your comments of concern re talktalk is like reliving the three weeks of my own experience. Being transferred from person to persn around the world without a result is mind blowing. I intend to transfer to BT and did not anticipate the obstructive reaction from talktalk. I have suspended direct debit arrangements in order to get their attention in a meaningful way, remembering that my current contract ends on the 24. Aug 13. Reading forums we are not alone. From Colehampriory
15th Aug 13 08:08

!

-32

sophie

better not you might want your £140 back
8th Aug 13 09:08

!

-14

We'd like to invite you for an interview

We'd like to invite you for an interview
8th Aug 13 12:08

!

-29

robroy

Had a great time with talktalk saved over £500 against bt just got another £140 back off them payed the line rental for the year saved over £60 got the tv/broadband/calls anytime £10 for 6 months then £15 phone service ok everything working allright so i a happy with talktalk thanks
6th Aug 13 09:08

!

-14

annie

I agree completely with you regarding talk talk after leaving BT to go with talk talk on what was supposed to be a much better deal and much better customer service I have had them now for just over a year and only because I cannot cancel the contract, the service is awful I pay for unlimited broadband free evening and weekend calls and my monthly bill is supposed to be £32 I have NEVER received a bill less than £70 each month they have came up with all sorts of excuses, including its the amount of internet usage but em I am paying for UNLIMITED broadband, they tried to charge me money for coming out and putting a new phone line in on the OUTSIDE of the property that the engineer told me should have been replaced years ago as it was literally corroded and dangerous up until I had it changed my internet was so slow or non exsistant after clearing that mess up they promised me 2 months free of any payments so as I expected not to receive any bill for 2 months I was amazed to find my bank overdrawn and me now owing my bank some charges thanks to the incompetent customer advisor not bothering to give me the two months so I was CUT OFF for non payment after eventually getting through to someone who could barely understand me I eventually after a £95 cost on my mobile got told if you pay your bill we will reinstate your service and give you 2 months free hmmmm I,m sure I heard that before so after trying to explain to the person who couldn't understand me that this was the reason I am cut off in the first place I eventually get a manager who puts the line back on but talk talk have now insisted that on the 5th august I owe them £53 and my broadband has went back to either just not coming on or running so slow that it is pointless trying to use it. Talk talk are the most incompetent company I have ever known their service is terrible and their customer service is beyond words I would never ever recommend them to anyone and as much I don't want to say it BT although still not a great company are in comparison a far better choice than talk talk!!!!
2nd Aug 13 11:08

!

-22

Davina

I have had similar problems with 3mobile. When you try to cancel your contract, they pass you round and round and make it as difficult as possible. After being on the phone for 40 minutes, I had to give up. I tried again a few days later when I had calmed down. When I outlined problems, they blamed them on MY computer, MY location, MY account settings, MY poor technical knowledge..etc. I just wanted to cancel. Please, please can I cancel?
31st Jul 13 01:07

!

-18

mm

trying to find an email to contact talk talk to complain about their very poor response to our phone line not working
the link on their website doesnt work and I cant find any other way than phone to contact them

already spent several hours on phone being passed around so dont fancy another few hours!!!
30th Jul 13 08:07

!

-18

BlackDiamond

Talk Talk are absolute cr4p!! I called as they got my surname completely wrong and had me as a Mr instead of a Miss!! No-one seemed to understand what I was talking about, in one instance they said they would call me back at 6pm they called me at 9pm instead, I didn't answer the phone and they kept calling my number 6 times at least until I answered the phone and told them where to go. I cancelled my direct debit as I was sick of them and threatened them with Ofcom which they didn't seem to care less about or understand what I was saying. I received a letter saying they would charge me £4.50 if I didn't have a direct debit debit with them. I set up my account online which they completely screwed up as well, so how the hell can you set up a direct debit??? I am now going to write to their head office in Southampton and sending the letter to Ofcom too. How come the call centre is not in the UK????!! I am so frustrated with these idiots I just want this contract cancelled!!!
28th Jul 13 06:07

!

-17

Dumbass

"they are very ignorant a so called head manager named azum said i am not willing to help you at all and i told him i hope this call is recorded cos ive recorded it n he changed then.i only wanted to pay my bill n see if the £200 was cancelled as i sent tv box back it was broken on delivery n wont work on my aerial .but another foreign black man called roy was also very ignorant refused to put a supervisor on n told me ring someone else up.they are appauling company n im going to report them."

You're one to talk about ignorant with spelling and lack of any punctuation or grammar like that!
27th Jul 13 10:07

!

-29

sue slater

they are very ignorant a so called head manager named azum said i am not willing to help you at all and i told him i hope this call is recorded cos ive recorded it n he changed then.i only wanted to pay my bill n see if the £200 was cancelled as i sent tv box back it was broken on delivery n wont work on my aerial .but another foreign black man called roy was also very ignorant refused to put a supervisor on n told me ring someone else up.they are appauling company n im going to report them.
27th Jul 13 12:07

!

-17

idiot gosh

disgrace DISGRACEEEE why are the bases in bloody India ???!!!
5th Jul 13 12:07

!

-18

kooop

yes they are a shitty company called them 5/6 times and didn't even fix our internet all they said every time is '24 to 48 hours" shitty people hence shitty company
5th Jul 13 12:07

!

-16

spring2

pileofspamTT

It is the router they gave you cheap and nasty and you probably have Vista, most of their routers do not work straight out of the box with Vista, you have to download a driver...OK if you have a connection!!!!
27th Jun 13 12:06

!

-19

Fred E

While I understand how you feel foolnoteye I think you have to be careful. You have taken out a contract with talktalk and have agreed to their terms and conditions. The only way not to agree to a shedload of T&Cs weighted against you is not to have a phone. You need to know where your master socket is. You are not allowed to tamper with it. Anything beyond that is your responsibility. So before you say your line is dead you need to try a few phones and a broadband device connected you your master socket. Lots of people have trouble with their PC, or their phone or broadband splitters and just phone up the telephone company and tell them to sort it. Offcom do not get involved in individual complaints and will not be much use to you. You could take them to small claims court but based on what you have said I think you would probably lose.
8th Jun 13 09:06

!

-27

Foolnoteye

I signed up with TalkTalk through a promotional offer that involved their waiving the usual £50 installation fee.

I'd signed up to a telephone and broadband package, at £17.50 a month.

Everything seemed to be going well for a few days after they switched me on, until one day I discovered the phone line was dead.

As it happens, I have a relative who lives a few minutes' walk away from my place who is also a TalkTalk customer, so I called on her to use her free-call connection to report the fault.

After dialing the fault line, an automated prompt informed me that, before I could speak with an operator, I would have to agree, by tapping key number one on the phone keypad, that I would agree to being billed for £50 if it should turn out that the root of the fault was located within my property.

Of course, I wasn't going to commit myself to any such thing! Especially when I recalled that the very relative whose phone I was using experienced the very same problem with her line, a few months earlier, and also within a few days of the initial connection!

Eventually I got through to a live operator and told her that no way was I going to accept such conditions. I told her frankly the whole thing stank of scam!

Anyway, the outcome of the call was that she would report the fault to an engineer and contact me, via text message, on my relative's mobile phone after the line had been checked.

The message that later came through, was to confirm that there was indeed a fault on my line, but that it was suspected as being within my property, and that a technician would call to check from my end only if I agreed to the earlier stated conditions; and no way was I going to do that!

That being the case, it left us in a bit of a stalemate regarding the status of the phone line, and that was how it remained for about two months, when the very much reduced broadband capacity - less than .90 of a mgb - I was being fed, too was switched off (probably because I had refused to pay and had terminated the Direct Debit agreement, though the company are demanding payment from me, their latest a demand for £90 plus, for the period since early February when I signed up with them.)

This business about the phone line going dead within days of installation is quite obviously a barefaced racket; one, I suspect, designed to recoup the £50 installation charge they waived as part of the original Promotional offer. As I say, the whole stinking set-up smacks of it: a £50 discount and a £50 call out charge! I'd have to be truly bonkers to fall for such a ridiculous scam! And, as I've said, my relative had the very same experience with them, and she also had taken on her phone service package under the same promotional discount arrangement and I simply don't buy into coincidence to that extent!

Look into the issue for yourself: did you purchase your phone service on a similar promotional offer only to find your line went kaput within a week or so later? I 'm willing to bet that such accounts as I've described aren't all that rare!

As for reporting them to Offcom or any of the other so-called official regulatory bodies overseeing the telecommunications industries in the UK, my instinct is that it'd be a complete waste of time and effort: all such agencies are in truth nothing but PR merchants for those they're meant to be watchdogs of - in fact, guard dogs would be a more apt description of them!
8th Jun 13 12:06

!

-4

BRAD BENNET

talk talk is THE BEST COMPANY EVER :) PRICE WONT BE BEATEN BY ANY OTHER BB PROVIDER GUARANTEED BEEN WITH THEM FOR 9YEARS. 0 PROBLEMS AND AMAZING CUSTOMER SERVICE IF UR RACVIST FAIR EFUF BUT I LOVE ASIAN PEOPLE AND THEY ARE THERE TO HELP :)
21st May 13 07:05

!

-19

Dave B

About that tasty morsal.... here it is....
BEWARE!!!!! BIG SCAM.... I am convinced that customers details being connected are being passed on to their Indian scammer friends... here is how it goes... I was called on the day Broadband was being connected and received a call from the 'Techs' who called to 'configure' the broadband...my confidence was won because of the timing of the call and they were aware the broadband was being connected... they went thru some 'tests' and persuaded me to download 'TeamView' to gain control of my PC to 'check & configure'...yeah I know..what a sucker....anyhow they advised I need a new and better router and persuaded me to provide my details on a Western Union page... when we got to the credit card page I said I could not put the details in as they could see all the details via 'TeamView' after some back and forth they said my PC had viruses that was affected the broadband and I had to purchase some software..long story short...i refused and they upped-the-anti advising they had 'broken' my pc and it would cost me £200 to have it fixed... oh yeah like I was going to send them £200 and wait for them to fix it...anyhow quickly shut down 'Team View' then they just got plain nasty... they didn't get my card details and I have had to wipe and reload the laptop at a cost of £79.00 for new Windows 8 product key... I can't prove its the folks at the 'Dheli' call centre... but you do the math!!!!
8th May 13 07:05

!

-4

Dave A

Judging from the comments below I have the same to report with an additional tasty morsal. So same problems.... I went to Talk Talk for what seemed a good medium fast broadband package that included anytime calls and a TV package. In truth not much bothered about the TV package but it was worth a little extra cost for 38Mb fibre to cabinet. So engineer turns up and connects the Nuview box but the broadband is slow so I call the infamous 'Dheli' call centre.... nobody has been rude but I have had the experience of being on my knees 'connecting and disconnecting' etc etc... anyhow turns out the fibre to cabinet order never materialised...DOH!!! The standard fibre is problematic and slow...lots more creeping around on my knees connecting and disconnecting... an engineer will be visiting but if anything is 'in the wrong place or connected wrongly' I will be charged... loosely interpreted the engineer will find something out of place and charge... do I look like I want to be fleeced!!! Hopefully there is an 'get me out of here clause' because this is woeful.....as below STEER WELL CLEAR!!!!!*******
8th May 13 07:05

!

-3

pileofspamTT

Oh dear!! Well I switched from Virgin to TT last week. Phone and broadband installed. Engineer went. Checked my broadband and couldnt connect. Fortunately I have virgin for another week so could still get on internet - as I run an online business that was so lucky. Called TT taday with problem and, after pressing 1, then pressing 2, then pressing 1, eventually I get to speak to someone. I come from Wolverhampton so had a chance of understanding him. Spent 20 minutes on my knees checking things then the phone disconnected. Called them back and went through the whole check thing again. This time I selected the 'I want to leave TT' option. Spoke to another CSA who then put me through to her boss. He ran all the checks again and then told me 'if my laptop was faulty TT do not cover this'. I told him that I can connect to Virgin, connect my dongle - it was TT that didn't work!! eventually he booked an engineer and expected me to be grateful when he wavered the £50 fee!! To be continued
8th May 13 04:05

!

-12

Rachel

I've had a terrible experience with talk talk and their customer service and service provider. I'm spreading the word for people to stay well clear!!! Absolute disgrace!!
29th Apr 13 09:04

!

-4

tony

same as everyone else, garbage. worst experience ever, their sales people are UK based (albeit talk the same amount of garbage), and their support (from what I can gather), is non UK based (you hear folk singing, shouting in the background - it is like an indian market)

Think that says it all, we want your money, but don't expect anything useful from us if there is a problem, which I constantly have

just wish I had seen this before I signed up for this disaster of a company
22nd Apr 13 01:04

!

-2

Wat

Wish I'd seen this before I signed up with TT. After months of screamingly godawful lack of success in attempting to terminate my contract with them, during which they have bombarded me with ever-increasing bills and solicitors letters for services not accessed for 10 months, (solicitors, who, by the way, tell me that they have no control over bills which TT are still sending me despite the fact that they're supposed to be acting for them!) I'm losing my sanity and the will to live...NEVER spend a penny on TT....unless........ha ha!!!!!!!!!!!
12th Apr 13 04:04

!

5

tadgh2468

I left BT for a cheaper package, broadband and calls. I was supposed to go live on 27/03/2013, however everything went DEAD, no phone line. Called useless customer services, very hard to understand them ! explained the problem. They said that they would phone me back on mobile at 20.00...this was at 11AM..never got any call back. My sister in law phoned my sons mobile, and stated that she had dialed our home landline and a stranger answered. Incompetent talk Talk messed up my line and created some cross line. Back to customer services.Useless, I think that they use the language barrier as an excuse to appear really thick, all they can do is ask one to do tests on equipment...AMAZING how can fiddling around with my equipment cure a cross line ????,,this is an exchange job. Made on line complaints, received an e mail...
Thank you for contacting us in relation to your possible crossed line concern.

I apologise for the inconvenience this matter has caused you.

In order to identify where the fault lies, please dial 17070 on your landline and take note of the circuit number. This must be similar to your phone number. Otherwise, there is a possible crossed-line fault. In this light, kindly contact our Technical Support Team on 0870 087 8777 or 0203 441 5550. Their lines are open from 8am to 10pm, seven days a week. Customer Relations does not have the facility to escalate this matter to our engineers.

On the other hand, if the circuit number matches your telephone number, kindly complete the following checks:

1. Connect a different handset. Please use a corded telephone, if possible.
2. Plug the phone directly into the master socket.
3. Remove all telephone equipment from the line, including micro filters, Broadband modem, Sky Box, etc. apart from the telephone connected to the master socket.

If there is no change, then please try a known working phone in the Test Socket. A step-by-step guide showing how to do this can be found on http://help.talktalk.co.uk/app/answers/detail/a_id/1373/.

However, if fault is persistent whilst the phone is connected to the Test Socket, kindly contact our Technical Support Team on the number listed above.

I trust this has been of help to you today, and I wish to apologise for any inconvenience caused.

How can I dial digits on a DEAD land line.....
I am at the point of attempting to tear my remaining hair out !!
Now I have composed a letter of complaint to the complaints department based in south Hampton, and I note that this is the only way, no e mail or telephone contact. basically I have requested as they are in violation of their contract to cancel the contract, and I will seek legal advice. I have heard about cheap labour in third world countries, and it is appalling that this extends to customer services !!
31st Mar 13 06:03

!

-2

Anne

NEVER EVER EVER GO TO TALKTALK EVER even if they offer free everything.....it is a hellish experience ...we have been without our phone for over a week now and they do not care ..we asked for a divert to a mobile number ..they did it but it only diverted other talktalk customers...they will not speak to me as my husband is the bill payer ...we have now been told that we have requested a disconnection (untrue) and that despite being under contract to them until july we now have another provider ...again untrue ....it is awful having to speak to people who have very little English and always asking for them to repeat themselves...we have been hung up on asked to remove the plastic cover from the lilttle white box...well I am not a telephone engineer but even I could see that this would not solve the problem!!!! and it didn't ...I am so angry that we changed from good old BT......I can see this problem causing major problems for us.......have read some other comments they really are that appalling - shame on you talk talk
28th Mar 13 07:03

!

2

LOST VOICE

talk talk? talk shite more like we all seem to have the same problems hense why they have to be so cheep wish martin lewis had kept his annoying gob shut im going grey because of talk shite i have to stick with them as they have costme so much time effort and money that if i stop now it'll be for nothing. im so drained DO NOT JOIN TALK TALK STAY AWAY IF YOU HAVE 1 PROBLEM JUST LEAVE BECAUSE IT NEVER ENDS!!!!!!!!!!!
27th Mar 13 05:03

!

-3

Chris

When I registered with talktalk they asked me to get mobile phone with them they sent me 3 wrong sims i have a micro sim they so far have charged me 46 pounds. i phoned emailed but they still want me to pay i spent over a 1000 pounds that month i reg with them so why would I dispute 46 pounds I've shown that to them.
24th Mar 13 12:03

!

0

martin.

my step-son has been without a phone for two months, he has contacted them both by phone and e-mail and eventually they repaired the fault on Wednesday. In the time he has been without a phone they have still been sending him bills for line rental and final demands. he phoned them today and they said there was never anything wrong with the line, yeah right , that's why there were several more houses along his road without a phone. He has learning difficulties so being on the phone to someone who can just about speak bloody English is no great help. This is the worst company i have ever known both for the service provided and its customer service.
15th Mar 13 07:03

!

-4

Vagabond

Talk Talk and blatant sales lies. This company deliver my landline, TV and Internet. No issues. Customer services (Manilla), very polite and good english. Mobile - absolutely disgraceful, the sales guy contacted me and convinced me to switch from O2 and Now Mobile, better UK domestic tariff, true if you use the full level of minutes etc. However, the £5 international calls boost for 500 minutes to Phillippines was the clincher. He even double checked they covered the Phillippines and as my family and Mrs are there. I thought excellent, agreed to Direct Debit. One month SIM arrived, Phillippines not listed although 100 other countries are available!!, sales rep agreed that I had been deliberately misled to gain a sale. Beggars belief, cancelled boost and credited £15 to offset DD due. I have to be cynical that senior management dont know this goes on to get you on the basic package. Furthermore internet not on phone yet and the sales guy was rather suspect about compatibility with I Phone. We will see but word to the wise. Note, Now Mobile mix 400 talk and text £20 = 3p per min to Phillippines mob. Good deal as other providers average between 10-14p pm.
13th Mar 13 10:03

!

-7

paul

Y is My 78mb fiber optic broadband so f###ing crap . TALK TALK that y
13th Mar 13 12:03

!

-1

worthy

Yes good old Talktalk again! In december I decided to go with their TV/Phone package, which on paper is good,I was told that I required at least a speed of 3 to have the TV ad 4 if I wished to download films.As I was only recieving 2.4ish I decided to go with their med Fibre package of up to 30 plus in fact my speed DROPPED to 1.8 and never went above.Thats when my problems started. without a word of a lie I have spent in total more than 4 hours on the phone to them over a 2 month period being pushed from pillar to post and never speaking to the same person twice despite requesting it. had 2 engineer visits which resulted in them scratching their head saying it was a BT line fault and that it would be esculated then nothing.After one grueling phone session with customer"Loyalty" I was told that it was a line fault that would never be corrected and that I would never get any faster. after I pointed out that they had sold me a service that on the face of it didnt exist they agreed to credit me with the cost of 6 months internet and review it in the near future. I thought at least for the time being I had status quo even if I didnt have proper internet. Then low and behold when I checked my bill for this month they had charged me £50 for an engineers visit I didnt request and that they insisted I had at no cost. The final straw,I rang up and after forcibly and I might add calmly and politely telling them a few home truths I was promised faithfully that I would be imeadiately credited with the wrongly charged for visit.My bill is due to be paid in 2 days and it has not been altered,Here we go again!! Would you believe yesterday my phone kept going on and off all afternoon and at 7am this morning it rang with a text from BTbut no message!!! I put my computer on did my morning speed test on the talk talk site and miracle of miracles my internet was running at 22 yes 22 which only goes to show that for 2 whole months and numerous calls they were lying through their teeth and fobbing me off. The moral of this story beware of suppliers (TalkTalk) bearing gifts. Nothing s for nothing. This firm must have the worst customer service(I use the term lightly) in the history of the communications industry. Would I recomend them ...What do you think!!
11th Mar 13 12:03

!

-3

Frustrated

I can't believe the number of people who complain about this horrendous company and they're still in business. The worst mistake of my life was joining talk talk. The initial sales call was great, it wasn't til I experienced the customer services following this that I realised what I joke this company was! I ended up cancelling my contract after a month and was promised I wouldn't receive any cancellation charges as I had been mis-sold the products; well, I have had 2 bills since cancelling my contract, the latest one being a £200 bill for cancellation charges! I have spent around 6 hours in total trying to get some sort of resolution from the customer services team but no body seems to know what to do or who can deal with it there are no notes on the system to indicate this is what i was told and apparently the call recording cannot be found either! I had to make 6 phone calls today alone as I have been hung up on 6 times and I have been transferred around a total of 8 different people throughout this experience. I still do not have a resolution so I have cancelled my direct debit so they can't take any more money from me and attempting to make a written complaint as I have been told they do not have a complaints department... I don't blame them really as they would have to pay a fortune to staff it!! If my complaint does not get dealt with them I am going to the communications ombudsman because I have never experienced service like this in my life. My suggestion would be not to recruit offshore staff who know nothing about western culture and behaviours just to cut costs and to massively reassess their procedures! One guy asked me if I was happy my complaint had been resolved right after we'd just agreed that he was going to transfer me through to another team because he couldn't help me! Stupid question! Sometimes I think they just aren't actually listening!
6th Mar 13 02:03

!

-2

AngryBird!

Talk talk is absolute shit! Pardon my language ! I'm so sick and tired or complaining for nothing to get done that fixes the problems , I should have knew when I first ordered that there customer service is an absolute joke when it took over a month and a half to be installed , not including all the hassle I had in between ! One person tells you I one thing and says they'll leave the info for the next which is utter bull! I have never in my life had this problem with any other provider , I am suppost to be on 6-12meg - when really I'm not even receiving 1-2 meg, this company is a disgrace and they are false advertising. I have only been installed in January This year and already I am going to cancel my contract which I would say isn't even worth the £30 a month !! All thy say is thy will run tests, same time and time again. Internet is by far thee worst Internet provider I have ever been in a contract with and I have defiantly warned family and friends to say well clear. I'm actually going back to BT next week and I can't wait! All I have to say is if your thinking about talk talk I Do NOT advise it at all! - they obv also don't record the complaints and must only look at the good reviews as as on there page it says the complaints have dropped - every where on the Internet forums that I have found has slated talk talk 100% agree with these people that the talk talk Internet connection and service all in is utter dyer!
5th Mar 13 10:03

!

3

BT Win Back Advisor

Hey I work for BT promotions and can offer people really cheap offers not available to everyone...and plus its a sale for me and it will be helping me out because I've just started :-) Send your email address or just let me know and I can call you when I'm working. Thanks
5th Mar 13 08:03

!

-8

davadadof2

I moved to talk Talk from AOL. Seamless transition OK. Then the problems started. I signed up for the you view. Firstly I could not get a wi fi connection, only by cable. I thought I would wait until the engineer came to install the box. I run with Vista, fine for what I need. Problem is that the Talk Talk router does not like Vista. So the engineer changed the settings on my laptop and I had wi fi. So he relocated the router from my office upstairs to where the TV was downstairs. Connected it all up and all was fine. Engineer left. This was Jan 21 2013. that evening I wanted to use Skype in my office, could not get connected. I had to take my laptop down to be near the router. I could not make an internet connect from my office. The next day I lost broadband altogether. None of the support staff could help. And if I needed an engineer they would "charge" me. This is day 2 of being a customer. A support staff asked what was the make of my computer, I told him and he gave me a number to call, "may be they can help" So I called the number and a guy asked for permission to access my computer. Ok. It turns out he wants to charge me for fixing issues on my laptop, not fixing the broadband. A quick exit and back to TT. Explained how unimpressed I was with the whole TT experience, as the package was not fit for purpose I was leaving. This was the 24th of Jan 2013. Just received today my final bill by post. The full amount for the 18 month contract. That will not be getting paid. But I will be sending the a counter claim for £35 for an IT guy to come and put right the mistakes made by the TT engineer. Back with BT now.
5th Mar 13 06:03

!

0

hewlid

STAY AWAY FROM TALK TALK!! It's taken them 5 months NOT to connect me!! I've waited in 5 times for nobody to turn up and this morning-while taking another am off work- I had an email telling me my account had been closed cause I didn't reply to them telling me that the latest appointment needed to be changed. That was the first I'd heard about changing the appointment! I've made countless calls to try to sort this out but it seems you need to pass the 'am I a moron' test to work there! All this time they've had my money sitting in their account too. Only ever consider talk talk of they are the only providers out there.....actually no, not even then!
4th Mar 13 01:03

!

2

Shade

Talk Talk is a waste of space. I regret signing up with them, especially where I paid up front for one year. Customer service personnel require extensive training. Simple installation error and this is yet to be fixed after 3 months calls.
22nd Feb 13 07:02

!

0

Diddy

Where do i begin.....I have one of these "Sign Up for a Free E-mail account today" on the AOL homepage, i have had an AOL email address for 12yrs, so you can appreciate all my friends etc have this address to contact me...
So, one day i start to get random emails from that account to another account, i quickly realise my account had been hacked. i was told to speak to Talk Talk, of which the idiot questioned me for 20mins, name, address, postcode, home number etc, he then confirmed that i was not an account holder....i explained that my email had been hacked and i just needed to reset it..........guess what he HUNG UP.
So i rang back, went through the exact same questions and yep........they HUNG UP again, so then i rang back, this time I TOLD the guy DO NOT HANG UP ON ME... so to be fair he didnt, he did put me on a conferance call to AOL whom them decided to tell me "your not a paying customer" there is nothing we can do, so i explained if he helped me i would consider this when my BT contract expires...i pleaded with this guy for 20mins.......the answer was still "NO"............so guess what, TALK TALK called me at home to ask me if i would consider their TALK Plans.....i chose my words very carefully and i dont think they will be calling me, infact i have emailed, spoke to ALL my friends, i even posted it on FB warning everyone that unless your a paying customer you will NOT get help...... STAY very clear of TALK TALK..........they want money before they will do anything
21st Feb 13 01:02

!

1

Nototalktalk

Yes, Talk Talk again. Very annoying. Problem is, they happen to be our phone and broadband service provider. Sold us a service that doesn't exist. Broadband works but phone line doesn't. They claim the fault is with the exchange but they can't do a thing about it cos it's up to BT. Things is, we're paying them line rental and the works every month but have never had the use of our landline since November. Con artists they are. They're also very rude especially if you get through to their call centres in India. If youre callingbto complain listen hard to what goes on in the background. They have no qualms about mocking their customers and stooping to name-calling. Going by their attitude problem, you'd be forgiven for thinking they've big egos and low self esteem, suffer atrociously from blatant ignorance and were dragged through the streets growing up. When my contract is up i shall be moving to another provider and I won't look back. AVOID Talk Talk like the plague.
19th Feb 13 03:02

!

-5

superchef

If you are thinking of going to talktalk do not bother ,to get some one to understand english is hard enoughth i have had to taske legal action to try and get tmy service sorted i have 20-30 drop outs a day,iall i get from thenm the service is running ok ,howcan this be,they are quick enoughth to take the money,but customer service,what customer service.
19th Feb 13 03:02

!

0

Joe

My mum has severe memory impairment and is at serious risk of permanent injury or even death if she falls, dad has several permanent and life threatening conditions. They have no master socket in their house (!) so it is impossible to connect a picture phone and a 24 hr personal alarm that is so desperately needed. She is with talk talk... 5 engineer visits booked, 5 fails - each time the talk talk "customer service representative" said it was due to the request not being authenticated by the account holder. Which is simply a lie! Every time I called, my mum spoke to them and we went through the same routine and every time nothing has happened. Upon airing my frustrations one person actually said I could complain but it will do no good as my words are meaningless!

I can't even begin to express how hopeless and frustrating I feel about this. I'm going to approach Ofcom but in all honestly I can't see what use it will be. Talk Talk do not deserve to be in business. I've dealt with some poor customer service in my time but their utter failure and complete incompetence tops anything that I have ever experienced by a huge margin.

Other than Ofcom and obviously to persuade my parents to take their business elsewhere, is there anything else I can do? It seems futile, a company like this does not deserve to be in business.
11th Feb 13 07:02

!

-7

cz

TalkTalk have the worst customer service I have ever come across. The call centre staff don't seem to have a clue what's going on and, three weeks after reporting a problem, hours spent on the phone, two engineer visits and numerous tests, still haven't resolved the issue.

They may seem cheap on paper but, in the end, it would be better to spend a bit more and use someone else who knows what they're about.
6th Feb 13 01:02

!

2

MEHRNOUSH

Joined talk talk 15th january. still don't have a broadband , they even didn't contact my old provider to tell them they are taking over. so i had to pay for both of them at the same time. i had to call talk talk every 2-3 days on my day off , stay on the phone for up to 3 hours to sort out my broadband problem , nothing happened , they even told me on the first week if they can't fix the problem in few days i'll be able to cancell my contract without any fee, but eventhough, they don't let me to do that. CUSTOMER SERVICE ARE RUDE, AND HORRIBLE.
IT DOESN'T WORTH TO JOIN TALK TALK.
PLEASE PLEASE PLEASE DON'T JOIN THEM , IF YOU WANT TO HAVE A PEACEFULL TIME.
6th Feb 13 12:02

!

0

Mela

Absolutely shocking!!! From the minute they walked through my door, I have had nothing but problems!!!
Put the socket in the wrong place, wouldnt move it, only at a cost! Then problem with connection, there was a product fault, they wanted to charge for an engineer to come out! Eventually told me FOC, but still billed £50 + vat, so I cancelled direct debit couldnt afford to have this taken out and then wouldnt get back! Bill has been wrong ever since charging me for non direct debits, mobile boost and talk talk essentials package that is supposed to be free for 12 months!
Can I get sorted - no I cant!! Ripp off merchants!!
5th Feb 13 03:02

!

0

Teny

Well I am a TalkTalk customer and have been for a while now. I must be the only happy customer. Saying that it was easy for me as I was with BT, found it expensive running the broadband and telephone line separately, although you could get the speed with broadband the internet would slow down dead. Anyway, I have never had any interruptions with TalkTalk (phone or broadband). I know when they first started out I heard terrible stories about them. I have peace of mind.
My work colleague just switched from BT to TalkTalk recently and is having a nightmare as the switchover has not gone too well i.e. lost broadband. Exchange problems.
31st Jan 13 06:01

!

1

Tom.

Signed up to Talk Talk November 2012, medium fibre was installed 24 January 2013 problems with line, exchange, no engineer available, etc. On the 25 January telephone stopped working, 67 minutes on mobile phone,manager said he would phone me back, never did. 25 January phoned again, was told to take faceplates off all sockets to see if wires are connected !!!.(84 minutes on phone).
I told them my wife needs the telephone because of hospital appointments for ongoing cancer treatment.
26 January phoned again was eventually told i would need an engineer to visit (Hooray), was told one would be available 15:00-18:00 on the 16 APRIL 2013.
Good customer relations I think not.
28th Jan 13 10:01

!

3

geofftheref

I cancelled before installation as I was in hospital. They went ahead and installed. Now charging me £28 - saying I made two calls to my own number on the day I was sixty miles away having operation and no0one else was in my property for a whole month.

Calls to Phillipines and India - they are an absolute joke,

Go with SKY!
15th Jan 13 03:01

!

3

Pam

My line went down on 10/01/13 I reported it through an automated service, got a text saying will get back in 48 hours then 12/01/13 saying 72 hours. Next morning (Sun 13/01/13) at 0950 am I receive a text saying an engineer has been despatched to complete checks on line,as I am reading this I hear a knock on my door I get my keys open it to see Openreach van driving away. A note pushed through saying sorry he had missed me with the time saying 09.50am. Why give 60 seconds notice of a visit especially on a Sunday morning? I rang call centre as requested on card after a struggle I was told no I cannot have a new time or date . I am now having to start again with the text today saying wait 48 hours. Do they expect you to wait at home until someone calls? Why is it not possible for the call centre to be helpful ? I would stay in all day if they gave me a date.
14th Jan 13 08:01

!

0

yet another satisfied customer :(

Below is the mail I sent to talktalk this morning. I can confirm that I cannot think of any worse provider. I am amazed that Ofcom are not taking action them. My contract expires in Feb 2013 and I am certainly leaving.

My telephone line is blocked as of this morning (Sunday 13-Jan-2013 10:00 am). When dialing a number, I get a TalkTalk message saying that the line is blocked and that in order to make a payment I should use the automated service or speak to an operator. There is no operator (office closed on Sunday) and the 'automated' service also directs me to a close customer service line.

I have checked the account on the internet which also shows the account as barred and an amount of £300 which needs to be paid for calls made since the last bill (issued on 20-Dec-2012 and paid on 4-Jan-2013).

The calls seem to be for numbers to US and Iran. I had options which have been on my account for at least a year (possibly 2-3 years) to give me free calls to US and cheap calls (9p per minute) to Iran. These appear to have been removed from my account. Please note:

1. I have not initiated any change to my account in 2012 - apart from ordering and then cancelling fibre broadband in December 2012

2. When speaking to cancel my Fibre Broadband order, I had several conversations with your customer billing in December 2012 and first week of January and at that time I emphasized that I wanted to continue with the options to allow free calls and cheap calls to Iran. I was assured that these options were in place, had never been removed and I had nothing to worry about.

3. There has been no communication to me of any changes to my account - apart from ordering and cancelling fibre broadband.

4. Messages from TalkTalk to call an 0870 number were left for us on our answering machine on Friday 4-Jan-2013 and then again Monday 7-Jan-2013 and Tuesday 8-Jan-2013. On each occasion I called the number left on the message and I was told there was nothing outstanding on my account. On each occasion, I asked for the reason for these messages and I was told they were in error. On the final occasion, I complained about this and I was assured that there would not be any more calls.

Please let me know:
1. How and when the options for free calls to US and cheap calls to Iran were removed from my account?
2. Why was I not told of this change?
3. Why did your customer support operators in your billing department confirm to me that there was no change to my account (apart from cancellation of fibre broadband)? Why did they explicitly confirm to me that options for free calls to US and cheap calls to Iran were in place on my account and had never been removed?
4. Why did I not get any information on the impending bar on my telephone line when I called you in response to your answer phone messages?
5. Why have you barred my line on a Sunday with no number to call?
13th Jan 13 01:01

!

2

Anne

Had a problem with my Talk Talk phone line over the last couple of days. What a nightmare it has been to try to get to the bottom of the fault. I would not have believed it would have been so difficult. Need I say more.
12th Jan 13 02:01

!

3

Mike Swansea

do not go with talk talk as if a problem ever arises then you will have a nightmare with customer service as its based somewhere where they can hardly speak English and they're way of dealing with problems is passing you on to different department trying to cancel your account is an absolute headache especially when you have someone struggling to read a script back to you totally disappointed with them as a provider and especially with the customer service you'd think that they would have better service not opting for the cheapest when clearly they will get bad press for it.. Total armatures
10th Jan 13 12:01

!

-2

Gemma.

If you are thinking about going with talktalk don't bother! I have been with them since fed 2012 and haven't had a problem until now. I had a problem on my line, of which the call centre team in india repeatedly told me that there was nothing wrong with my line. I had to argue with them to get an engineer to come out of which they tried to charge me £50! When a BT engineer came to sort out my phone and internet, the engineer couldn't get near the phone line outside because the pole of which we are all connected to was falling down and the ground around it was soft soft that it was unsafe for the engineer to get anywhere near it on the cherry picker. I discovered that a report was put in to come and tend to this pole 12 months early and BT still hadn't come to sort it out in Dec 2012 when I started reporting my problems! I argued with talktalk until I was blue in the face for 3 weeks before engineers came out to fix the pole, to then allow someone to come and fox my line. I thought all the problems were solved as my phone started working again and the internet was working. Then I attempted to watch bbc iplayer this weekend and found that I still can't live stream programmes and I can't download music either. I was told again by the call centre that there was nothing wrong with my line. Then in the middle of talking to them my phone cut off. This happeend 3 times. So still problems with the phone as well it seems. And to add insult to injury they will be taking a direct debit of £42.00 from my bank account when I haven't had use of the phone for 3 weeks, and dodgy internet. And I still have a dodgy phone and dodgy internet. My landline is brand new so no faults with equiptment on my end. I want to go with Sky but I'm worried about terminating my contract as I'm tied in until March. But if I'm going to pay a £40 odd pound bill I might as well pay for a service that I can use properly and have a TV package as well. (I only taken out phone and broadband). Please don't go with talktalk. Their customer service is absolutely appalling and they have no interest in properly dealing with your problems, only faffing you around and taking your money. I'm sure my dealings with them have created many further grey hairs!!!
7th Jan 13 03:01

!

-3

coeus2k

In early December 2012 having been with Talk Talk for approx 2 and a half years I requested a Home Move service. Providing a new address I was told that my previous address would be disconnected and new address connected shortly afterwards as no engineer was required.
A few days after I made this call it transpired that actually I would be moving to different address from the one I had provided so I called Talk Talk to advise them of this, however my actual new home was a new build and I didn’t have the full address and post code so was unable to provide this. I was advised by Talk Talk in this conversation that it was not a problem, they would CANCEL the new order and then wait for my new up to do date address before processing a new order.
Shortly after this call, within a matter of days, I was able to provide my new address and post code and so called Talk Talk to process the new order.
During this call I was told that ‘Sorry but the previous order has not yet been cancelled, I will do this for you now and then process the new order’. I thought nothing of this except that it was bad administration. I was then required to provide all the correct information which I did. Then I was told by the agent that she was unable to continue processing the order until the previous order was completely cancelled and that she would call me back within 48 hours to continue processing the order for the new address.
I didn’t receive a call back within 48 hours or indeed at all and left it like this over the Christmas period.
On 1st January 2013 I accepted that I wasn’t going to get a call back and from now on all calls to Talk Talk had to be made via mobile phone on their 0870 number. I called Talk Talk again to request that my Home Move was finally processed at my new address. This time I was told that unfortunately my previous order had still not been cancelled then went through the motions of cancelling this again and then processed a new order again, no call back required this time!
I provided all the correct details again and was told I would receive a Welcome Pack and confirmation and that an Engineer would have to visit me on 28th January 2013 as it appeared there was no active phone line. Which was understandable as it was a newly built house and BT Open Reach had only just installed a phone point a week before.
After a day or so I received text confirmation of the order which stated I would not require an engineer visit and that my line would go active on the 8th January 2013.
However for the next week I waited for a Welcome Pack that never arrived.
On 6th January I logged into my online account to see the status. Here I saw that I had been billed for December 2012 and that my address was incorrectly entered as the first moving address which I had provided in early December 2012. Not the address I was actually moving to.


On the 7th January 2013 I called Talk Talk to find out what was going on.
After providing my current address as requested for security and ID etc. I was told that the processed order was for the first address which I had provided in December and not the actual address I had provided in my previous 2 calls. This was very frustrating as I had to explain the whole story from beginning to try and save any confusion.
I was then advised that they were going to cancel the order for the previous address again and then start a new order for my current address again.
Because of this issue I was transferred to the Loyalty Home move department where the agent proceeded to cancel the previous order and I was advised that because of the confusion my bill would be credited for the next 2 months. Once this seemed to be completed I was then transferred to the Home Move department where I was mean to start the new order again.
The agent who picked my call up referred to me as Mr Walker.. Who I have never heard of. Then after I had corrected her and explained the reason for my transfer I was advised that I was in the wrong department and needed to be transferred to the Home Move department. After being transferred to the Home Move Department AGAIN and trying to explain to the next agent the situation to try and save confusion I was told I was in the wrong department and needed to be transferred to the Loyalty Home Move department.
I actually initially stopped this agent and requested that he please not transfer me and that I had already been put through from the Loyalty Home Move department. He then insisted that I be put through to the Loyalty Home Move department and I again requested that he not do that. The line was put on hold for a matter of seconds and the agent returned to ask that before he transfers me is there anything he could help with to which I responded ‘Yes I don’t want you to transfer me I want to speak to you’, the line then went on hold as I was transferred.
I was now put through to what I was told was the Loyalty Home move department (again). By this time I was very angry and frustrated as I tried again to explain this situation from scratch. It seemed to me that I was getting nowhere with this call having been on the phone for over an hour via mobile at great expense. I requested to speak to a manager and was asked why I wanted to speak to a manager. After trying to again explain my frustration and reasons the line went dead and I was cut off.
I again contacted Talk Talk to speak to Customer Services as I wanted to just cancel my service and contract and have nothing to do with them. Exhausted I tried to communicate my details to the agent I spoke to and was advised that my contract would be terminated and that I would receive a final bill. I asked what this termination would cost if anything because I wanted to then discuss my complaint. I was told that I would receive it all in the post. Finally I asked if I could please speak to a Manager in the UK and was told I would be transferred. The line then went dead as I was again cut off.
Half an hour later I received this morning’s post and in there was a letter from Talk Talk Thanking me for their order and stating that I would be visited by an engineer.

I am not calling Talk Talk again, I have tried to email them via their website but apparently they are currently experiencing a high demand of correspondence and I am unable to send an email through.
7th Jan 13 12:01

!

0

coeus2k

In early December 2012 having been with Talk Talk for approx 2 and a half years I requested a Home Move service. Providing a new address I was told that my previous address would be disconnected and new address connected shortly afterwards as no engineer was required.
A few days after I made this call it transpired that actually I would be moving to different address from the one I had provided so I called Talk Talk to advise them of this, however my actual new home was a new build and I didn’t have the full address and post code so was unable to provide this. I was advised by Talk Talk in this conversation that it was not a problem, they would CANCEL the new order and then wait for my new up to do date address before processing a new order.
Shortly after this call, within a matter of days, I was able to provide my new address and post code and so called Talk Talk to process the new order.
During this call I was told that ‘Sorry but the previous order has not yet been cancelled, I will do this for you now and then process the new order’. I thought nothing of this except that it was bad administration. I was then required to provide all the correct information which I did. Then I was told by the agent that she was unable to continue processing the order until the previous order was completely cancelled and that she would call me back within 48 hours to continue processing the order for the new address.
I didn’t receive a call back within 48 hours or indeed at all and left it like this over the Christmas period.
On 1st January 2013 I accepted that I wasn’t going to get a call back and from now on all calls to Talk Talk had to be made via mobile phone on their 0870 number. I called Talk Talk again to request that my Home Move was finally processed at my new address. This time I was told that unfortunately my previous order had still not been cancelled then went through the motions of cancelling this again and then processed a new order again, no call back required this time!
I provided all the correct details again and was told I would receive a Welcome Pack and confirmation and that an Engineer would have to visit me on 28th January 2013 as it appeared there was no active phone line. Which was understandable as it was a newly built house and BT Open Reach had only just installed a phone point a week before.
After a day or so I received text confirmation of the order which stated I would not require an engineer visit and that my line would go active on the 8th January 2013.
However for the next week I waited for a Welcome Pack that never arrived.
On 6th January I logged into my online account to see the status. Here I saw that I had been billed for December 2012 and that my address was incorrectly entered as the first moving address which I had provided in early December 2012. Not the address I was actually moving to.


On the 7th January 2013 I called Talk Talk to find out what was going on.
After providing my current address as requested for security and ID etc. I was told that the processed order was for the first address which I had provided in December and not the actual address I had provided in my previous 2 calls. This was very frustrating as I had to explain the whole story from beginning to try and save any confusion.
I was then advised that they were going to cancel the order for the previous address again and then start a new order for my current address again.
Because of this issue I was transferred to the Loyalty Home move department where the agent proceeded to cancel the previous order and I was advised that because of the confusion my bill would be credited for the next 2 months. Once this seemed to be completed I was then transferred to the Home Move department where I was mean to start the new order again.
The agent who picked my call up referred to me as Mr Walker.. Who I have never heard of. Then after I had corrected her and explained the reason for my transfer I was advised that I was in the wrong department and needed to be transferred to the Home Move department. After being transferred to the Home Move Department AGAIN and trying to explain to the next agent the situation to try and save confusion I was told I was in the wrong department and needed to be transferred to the Loyalty Home Move department.
I actually initially stopped this agent and requested that he please not transfer me and that I had already been put through from the Loyalty Home Move department. He then insisted that I be put through to the Loyalty Home Move department and I again requested that he not do that. The line was put on hold for a matter of seconds and the agent returned to ask that before he transfers me is there anything he could help with to which I responded ‘Yes I don’t want you to transfer me I want to speak to you’, the line then went on hold as I was transferred.
I was now put through to what I was told was the Loyalty Home move department (again). By this time I was very angry and frustrated as I tried again to explain this situation from scratch. It seemed to me that I was getting nowhere with this call having been on the phone for over an hour via mobile at great expense. I requested to speak to a manager and was asked why I wanted to speak to a manager. After trying to again explain my frustration and reasons the line went dead and I was cut off.
I again contacted Talk Talk to speak to Customer Services as I wanted to just cancel my service and contract and have nothing to do with them. Exhausted I tried to communicate my details to the agent I spoke to and was advised that my contract would be terminated and that I would receive a final bill. I asked what this termination would cost if anything because I wanted to then discuss my complaint. I was told that I would receive it all in the post. Finally I asked if I could please speak to a Manager in the UK and was told I would be transferred. The line then went dead as I was again cut off.
Half an hour later I received this morning’s post and in there was a letter from Talk Talk Thanking me for their order and stating that I would be visited by an engineer.

I am not calling Talk Talk again, I have tried to email them via their website but apparently they are currently experiencing a high demand of correspondence and I am unable to send an email through.
7th Jan 13 12:01

!

-1

LynMix

TalkTalk customer service call centre advisors are polite, but limited by what they have to work with. I contacted TalkTalk today as I have no dial tone on my landline. The automated service advised me that no fault had been found and that I should contact TalkTalk to arrange an engineer visit and after hanging on for 10 minutes (from my mobile), I was advised by a very embarrassed call centre operator, that the next availaible engineer visit is 8 March. I tried to find a number to complain to, but it directs me back to the number I just contacted. I opted to contact TalkTalk by email, but it is 'busy' so I shouldn't expect to be contacted for at least 5 days. The alternative is to write a letter. Customer service is meant to provide a service and solutions, which it clearly is failing to do.
2nd Jan 13 12:01

!

2

Walk the Talk

I've just joined TalkTalk they are about as useless as would the 80's brilliant Rock Band would be on a Call Centre. On ordering my home phone installation I was led to believe the engineer would come on the 6/12/12 I received a text... that evening... saying they would install on the 10/12/12 which seemed to be a statement of fact rule rather than one of apology of not being on time so if that was the case I should have been informed much earlier. Its just as well I did'nt have to cancel any commitments waiting in for them all day also I left notes on my door when I had to nip out. The engineer though was an Asian guy and extremely friendly and I helped him with the job, you would think we had known each other for years...nice guy!
Another thing was I ordered a mobile phone with contract but say within an hour did decide to cancel, guess what the phone was still delivered. I was told I would be charged a months bill for cancelling until I told them I had cancelled within the cooling off period, then I was given a number to ring for the phone courier service depot. When I rang them they said I would have to send the phone back as Special Delivery because there was no record of cancellation, I said sternly I would keep the phone then and not pay for it because the delivery would cost expense. What happened? Immediately he said there was a message that I would shop around so there was a record of some conversation...a courier pickup was then arranged.
Not finished yet, the original deal I secured for the Home Phone and Broadband being the total amount over 12 months has jumped from a supposed £3.25 to £21.84 for the first bill after putting down £114.00 in advance, after hours of reckoning and phone calls I have found there's an unexplainable extra £14.50 Line Rental in there. The Call Centre has failed, think on three occasions to sort it out. The advance payment of the £114 was paid, in my view, in enough time to amend my Direct Debit amount, to give little credit to TalkTalk i'm hoping with a "letting things go through the system" that a refund will be due. The problem yet to be solved. Bank Statement payment being took on 20/12/12 and Direct Debit due on 28/12/12. Come on the lads of Talk Talk music fame get a Call Centre job you'll probably fair better!
30th Dec 12 04:12

!

1

Norbert

Just to join in - I spent nearly an hour trying to talk to someone in an Indian call centre.
I'll never get that time back again. They really are a shambles.
I left this complaint on their website. I'm not expecting anything back from them, but it made me feel better.


Account No:

The broadband service for the above account has not worked for three weeks. It neither offers a service through a wireless or wired connection.

When the person who is named on this account tried to contact Talk Talk to report this she could not understand the person on the other end of the line because their Indian accent was so thick.

I, as her son, have tried several times to contact the helpdesk and when I finally managed to speak to someone was told that I couldn't request a new home router as I wasn't named on the account. I therefore requested that Talk Talk contact my mother, with a person who talks comprehensible English, to take an order for a new router. This request was refused and I was told that my mother would have to phone to make the order. I therefore had to re-explain that she cannot understand people with Indian accents; she is 78 years old and a little hard of hearing. I had to push for a reasoned explanation why Talk Talk cannot contact the account holder to provide assistance and received no satisfactory response - mainly because the person I was talking to didn't understand what I was asking. The person did provide me with a number that he told me would allow me to talk to someone in England (0870 087877) and insisted that he could not put me through to it as he was not able to make outgoing calls. When I later tried to call the number I found that it is not in service.

This is wholly unacceptable from Talk Talk. The person who is named on the account is unable to understand anyone employed at Talk Talk. The person who tries to assist the account holder is told they can't assist because they are not the account holder; and to round it off the person I spoke to was completely unable to provide me with any explanation of how we could remedy the situation.

Talk Talk need to provide a new router for the above account immediately and should refund the last three weeks internet subscription due to not having a proper assistance mechanism in place to rectify a fault for the account holder, not to mention the general inconvenience you have put two of your customers to.

I require a response to this within five working days.
28th Dec 12 04:12

!

-6

Dan

I was with Talk Talk and everything was okay until I went to move house. Before moving I told them I would like to stay with them and was given a date about a week or so after I went to move in. I initially was shocked at having to miss the internet for a week but what was coming was far far worse! Shortly before the due day of connection I was informed I would have to wait another whole month to be connected. At first I was pretty angry and tried to find out the reason. After many lengthy calls to India from my mobile trying to make sense out of people that have the English language skills of a 4 year old ( a non English speaking 4 year old in some cases!) I was informed that the delay was due to a technical error, so I waited patiently for the next connection day to arrive.

The next connection day came and I listened out for my mobile and checked the window for the BT openreach (who connect all lines in the UK for all companies) van. After waiting for there entire 5 hour visit window I received neither a phone call nor a visit. I was absolutely outraged as I had missed out on work that day that saw me £50 out of pocket.

I immediately called them stating with each new person, as they put me hold moved me from person to person and sometimes asked me to call back on other premium rate numbers, that I was calling from a mobile and wanted a quick solution, explanation, apology and compensation for what had happened. I was then given another date about 2 weeks away. I wasn't going to chance missing out on work for nothing again but also had a friend over from Ireland at the time who said he would stay in the house during their window. I called them and asked if they could forward his number to the BT engineers but of course this was too much to get their heads around so I said okay Ill listen out and then call my friend myself. Luckiky my friend was looking out for the van which he saw and let the guy in. The BT guy then said he had been trying to call and it was established that the number he had been given was apparently zero followed by a string of sevens which is not my number. Anyway he did some work to the socket in my flat but then said that the wiring downstairs in my building would need to be redone and that BT would come back and do it at "a later date"

I rang Talk Talk again from my mobile and tried to find out when they were coming again within about a week they told me it would be another month for them to come back and fix it and that I should be in again for the 5 hour period at this time. The date came and went again without me receiving a call from an engineer. I was not checking the window every 5 minutes although shouldn't really have to.

This is now another month later and they have been billing me all through this as well even though I have spent at least £50 on phone bills to them and also other companies I have to call on 08 numbers from my mobile as a result if not having a landline. With the list work that day it amounts to at least £100 that they owe me. A guy in a call centre actually said I wouldn't be billed as well. I cancelled their direct debits and now they have passed me onto debt collectors called Buchanan, Clark and Wells based in Glasgow.

I would just like to ad I've no intention of paying them any money as long as I live!

Avoid them like the plague!
27th Dec 12 09:12

!

-1

Vikki2012

Scam talk talk I have joined talk talk for a month now and have not received a day of services yet I have called everyday and just get told someone will call me in 72 hours no one ever calls I get told open reach will be out to fix it but then find out on the day that no one is coming out and someone will call in 72 hours and still 35 days later still no Internet t. Or phone line
What a poor service
24th Dec 12 07:12

!

4

FOZZI

My stupidity - I had a contract with Tiscali for severlal years without problem - until Talk Talk took over.

How the Talk Talk scam works:

Price on your account will be put up - you will complain and be told to take a new contract out to keep the deal you already had.
Towards the end of the new contract period you will be was informed of further price rise so stupidly agreed to another new contract to avoid price rise and maintain the tarif you already had.
This price rise is repeated 5 months before the contract expires. Doh - All they want is for you to agree to a new contract to keep you tied in...

To add to this - poor broadband speed and reliability - always blame for this put on inernal kit - problem solved with new Sky broadband service and x4 faster speed ON EXACTLY THE SAME PHONE LINE AND KIT!

Talk Talk are a Rogue Trader and should be exposed to all as such!
21st Dec 12 07:12

!

4

Joe

I have been trying to just close our long expired contract for five months sending each letter by recorded delivery as email contact is a continous non productive loop to square one and phone contact expensive. My cable has been physically cut for 5 months--no phone anyway & no one has attended to repair it. The bills continue to arrive along with threats--the billing department is the only funcutional department this hopeless company has to offer as their overworked & undertrained third world 'Slave' call centre operatves cannot cope!! Shun them like the plague and contact OFCOM.
20th Dec 12 02:12

!

1

Fed up with this rubbish

Unbelievable! Talktalk, avoid this rubbish company. My telephone and internet is not working. I don't know how this can be possible, when I call my mobile from my landline number a different number is appeairing than I used to have until today. When I try to call my "old" landline number from my mobile, it is engaged all the time. I reported the fault to the automated service as it wasnt even possible to talk to someone from talktalk or rather India.
19th Dec 12 11:12

!

-3

FOZZI

Just been billed £160.52 by talk talk for breaking contract 5 months early! I left because the broadband performance was poor and yet again have been informed of a price rise.
The customer support department dont believe I have been ripped off as it was my choice to leave.
Has anyone ever seen section 10 of the contract which explains how this charge is calculated?
I have never seen or heard of this so called section 10...

Have I been ripped off?
19th Dec 12 12:12

!

-6

Lancashire Lad

I have been with TalkTalk for several years and I must state that until we move home earlier this year they have provided a good standard. That said I never had to use customer services until now. The service has been so poor that I cannot bare to be associated with them any longer. The final straw occurred last week following two weeks struggling with a line fault. Firstly it took over 45mins to hold a conversation that shoul have been half that then only to find that the could not send an engineer to fix the fault until 17/01/2013. No offer to postpone charges until I rang to state I was leaving. I await the billing for early termination of contract
10th Dec 12 05:12

!

0

Paul

Hi everyone ive been with talk talk for 14 days and its 14 days too long i called there customer service this evening complaining about their tv phone and broadband package i requested they terminate my contract which they initially refused to do i then mentioned that i had spoken to ofcom and the phone ombudsman and that i required to speak to the supervisor i was put on hold for ten minutes and upon their return i was informed that all would be cancelled on the 15th of this month 5 days from now
in conclusion if your having problems terminating your contract with talk talk because of poor service try mentioning ofcom, the phone ombudsman and otelo i do hope this helps anyone having difficulty it worked for me :-) sky here i come..
10th Dec 12 05:12

!

2

Phil

Just had call to them transfered twice to change set up dates. Took 30 minutes with customer care people both having poor English. Now decided to cancel as worse than Virgin Media.
9th Dec 12 12:12

!

0

alan

I have just tried to get a mac code from them and had to hang on eventually gave up and then called again at 7pm. At 7.10 pm told they were closed. So much for so called privetation and competion. Awful service and am now confirmed in my decision to transfer to BT
20th Nov 12 08:11

!

1

Helen.

OMG I can't believe how many people are experiencing the same problems as me. I am at the start of my crusade with Talk Talk. Given the comments I think I am just going to give up and cancel with them.

I was due an engineers visit, but received a phone call from a 'Talk Talk' engineer to say that my visit had been cancelled and that he would sort my problem on line instead. Needless to say this was a scam and I was ripped off financially and my computer destroyed. Talk Talks security MUST have been breached for them to know I was due an engineers visit. No one at TT seem interested, but the police certainly are. I will file an official complaint with any one and everyone who will listen regarding TT. What a bunch of tossers!!
13th Nov 12 10:11

!

1

Bucephalas

Should have read " wrote to SEO".
7th Nov 12 07:11

!

1

Bucephalas

Been with TT for about 6 years (since they started off).

Since having YouView Tv installed last week my BB went from 5-6 Mbps down to 1-2 Mbps.
Phoned TT and demanded an immediate fix and they hung up while I was in mid-sentence. Immediately my phone and BB was disconnected.
I range again the next day and the lad I spoke to confirmed that an employee could flick a switch and disable my services although they are not allowed to..
I have today written to SEOUL asking if he's aware their support staff are intentionally disconnecting customers.

I have demanded an immediate end to my contract and for them to collect their crap.

If you look on the TT forum, you will see many others who have had YouView installed only to find their Internet reduce to a snails pace..

An engineer informed me that TT program their end with a "base line" Internet connection which basically means that 75% of your BB bandwidth is used just for the Tv and what's left can be used in the house.

DON'T THINK ABOUT GOING WITH YOUVIEW OR TALKTALK AT ALL!
7th Nov 12 07:11

!

0

Jerry

Talk talk has got to be the worse customre service ever!!! Since I moved to my new place things has gone from bad to worst. 3 month still no line no internet, thousand of minutes speaking from S. Africa, Fillipines, India in a day, 3 engeneers sent and still nothing.. what a joke!!!!
7th Nov 12 12:11

!

-1

Laura

Talk talk has got to be the worse company I have ever had to deal with. We did not have the internet from when the line went live. We have had 3 enginners out and 2 of them did not even know they had to come and they said there was nothing they could do and it was BT who had to fix it and we got told we did not have to pay for them. We where getting texts saying some one will contract you in 72 days and of course nothing ever happen then we cancelled cause they where so crap got told we where not going to get chardged for anything then i looked at my bank and they have taken over £100 out of my bank for no reason and now there saying iv got to wait a whole month to get my money back that they STOLE from my bank, and when i spoke to a ‘customer service’ member he laughed at my problem. The worst customer service ever and vile people to talk to!!!!!!!!!!!!!
25th Oct 12 03:10

!

6

Boblet

Thank you for writing to eBay Customer Support.

Your question is very important to us and will be treated with our full attention and respect for your needs. If you have received this auto-response, your email has been received, and it is not necessary for you to resend it.

You will receive a response from one of our customer representatives on your specific question within 24 to 48 hours of receipt of this mail.

IMPORTANT NOTE: Please do not respond to this email. Any email sent as a response to this Acknowledgement will not reach us. Should you have another question or would like to send us additional information, you can contact us from any eBay Help page.

We appreciate your co-operation and assistance.

You think Talk Talk is bad the above is an attempt to deal with ebay.
22nd Oct 12 11:10

!

5

Adrian W

I was a Pipex homecall csutomer until TT took over, with in the 1st 3weeks of them taking over I have intermitent telepone and broadband. Noise on the line then no noise at all. Reported this and it took 7 weeks a new router and 3 BT engineers to fix the problem this was back approx 4yrs ago. Now 2012 and the same issue has arisen only this time it has taken 7 BT engineers and 1 TT engineer a new router and 8 Weeks of very unstable internet and phone line and yes basically 1 enginner a week!! Piddle off aint the word really as the customer service is a joke and the departments do not seem to speak to one another. The problem is fixed finally but alls they will do is credit me with £40??? less than what I have paid for the 8weeks (2months worth )of them not abiding by the "contract" of which I cant get out of with out a penalty charge. the 3rd BT egineer stated and spoke to TT to advise it was a " broadband fault" and well every week a new engineer came out thwy were not a broadband engineer hence elongating the problem. I have contacted the CEO's office only to have a letter saying "sorry to hear you want to leave, give us this oppurtunity to disciss this with you". Seems as though the CEO's have had enough!!
22nd Oct 12 04:10

!

3

TM

We recently experienced just how bad TalkTalk’s customer service can be. We transferred to them from BT some 6 years ago. Recently our broadband service was suddenly and unexpectedly disconnected with no prior warning of any kind. Of course, wondering what was up, we contacted them to find out. To cut a long story short, it appeared that these clowns had apparently lost our account details and that they had not billed us correctly for some 2 years, initially they said they would have us reconnected within 48hrs. Some 9-10 phone calls, 3 letters and 3 weeks later they finally told us that our account had been closed and we would have to open a new account. Why couldn’t they have told us that in the first place? Given that I work from home as a freelance graphic designer and rely on the internet this has caused me considerable inconvenience. We are now switching back to BT and I would urge any TalkTalk customer who relies on the internet for business especially, to do the same. At the very least I would phone these prat’s and confirm that they have not lost the details of your direct debit as they won't bother to inform you if they have. Personally I would like to start a petition requesting TalkTalk to change their name to TalkS**t as this is pretty much all they seem to do. Obviously they are the kind of company whose only real interest is in continually acquiring new customers, probably so they can maintain a 10% year on year pay increase for their overrated a***hole directors, rather than paying any consideration or attention to the customers they already have.
21st Oct 12 09:10

!

2

podgie_bear

Been with TalkTalk a number of years and have had no problems until I moved house. After waiting 28 days for them to connect me, despite 3 months notice in advance, I get a very unstable line that causes my broadband to disconnect at random intervals. Reported to technical support and they run tests, have me run tests at my end, ring them back on my mobile phone at my expense, end result ...... nothing, they can't find the fault. The fault disappears for a few weeks before coming back as bad as ever. Go through it all again, and they can't find it. This continues for 3 YEARS! I ring up and they run tests, they say they can see there is a fault, but they never even try to fix it! They make bookings for engineers to come out and run tests at my end, for a £50 charge if they find it is a problem at my property. The engineers come out, can't find a fault at my property, change the Router and say they hope that fixes the problem. I get billed £50, the fault continues, I refuse to pay as they haven't fixed anything. They threaten me, I threaten them, the fault keeps happening. They say I am getting 14Mb broadband speed, BBC I-player can't stream me programs as it says my connection speed is too slow. If I try to download anything it takes longer than Dial-up used to take. I can't be bothered to ring Technical Support anymore as they never have any records of previous calls and expect me to go through the same checklist every time, I know the checklist better than they do as I have done it so often! I started keeping records of every time the fault occurred and found that in a 3 week period the fault happened 67 times that I know of (that's just how many times the internet crashed while I was using it) I have no idea of how often it happens when I am not connected to the internet.

I am a disabled person who is housebound and the internet is my only connection to other people, the phone is only ever used to ring Technical support!
16th Oct 12 03:10

!

7

comp21talk

Avoid talk talk like the plague.

Talk talk secretly cancelled my direct debit without informing me and added a non direct debit additional charge to my bill without informing me. When I came to complained they made it very difficult to remove this charge and tried to blame my bank, which I checked with my bank and when calling back the customer service contact then refused to apologise for the previous lie and sending me away on false information and then blamed their systems.

To top it off after getting my direct debit reinstated they took extra money out of my account without permission and I have spent 8 months trying to get it back with them lying and stating the money had been transferred into my account even though the direct debit was cancelled and then stating 4 cheques were being sent by recorded delivery, to this day not one has arrived for my signature. I was in the process of talking action through small claims court and finally they paid.

If I was you I would STAY AWAY FROM Talk Talk AT ALL COSTS

- their technical support is awful and I have been without internet and phone for 2 weeks, paying for it, as they could not work out the problem and refused to call out a BT contact to get it fix until I got really annoyed with paying for a service I wasnt recieving.

- they try to steal your money without informing you and try to keep it without permission. You spend 8 months of your life trying to get the money back and they do nothing to try and assist.

- They dont even call back when they state they will.

- they have trained their customer service people to lie to customers in response to queries via phone and email and also treat their customer appallingly.

- they dont apologise for their error and offer no bank interest for the money they have kept without legal permission.

Move to Sky as they are brilliant, same cost but much better customer service and most of all they understand the customer and respect the customer as without the customer their would be no business.
15th Oct 12 08:10

!

6

TerrysBoutique

I posted twice on their like facebook wall (the 95,000 like one);
"Dear TalkTalk, I posted on your wall and think you have deleted it?? 
Your staff are miss-sell to get business! 
Why say I can't bring my number over, once I've paid for the year up front!! No phone in a hairdressers now for 5 weeks now!! No card machine! 
Now thousands to change all my adds yell.com, flyers, lost money in advertising.
Feel sorry for your organisation! 
Bad business idea to trust you! 0/10"
The call centres centres are a joke! Spoke to 6 departments - customers service > new house moves > customer service > customer loyalty > another department > retention?? The last guy I spoke to sounded like even he didn't care and them put the phone down on me!!!
Truly wooden spoon award was well place by Watchdog!!
2nd Oct 12 01:10

!

2

nakarag

Talktalk service is the worst you can imagine,I am a talk talk customer for years ,this is tops the lot.I have been offered a mobile deal over the phone,couple of days later I received a direct debit mandate made on my WIFE'S name,what a cheek, this is invading a privacy and confidentiality!.I called back to rectify the mistake but rather than connect me to finance department,I have been put through all over the world one after another after 9 people and 1,5 hours talking, no chance of finance department,I have sent a complains letters to CEO( conplains department) one month ago they did't even bothered to reply. I dont think they will respond and I will take this matter further to Ombudsman and cancell my agreement for breech of contract.So help me GOD!
28th Sep 12 04:09

!

7

DisappointedNewCustomer

Talktalk cannot seem to be able to check (Dont want/already know, it seems) that a mobile phone cannot call my talktalk ladlinephone, and they wish to verify this by sending out an engineer and charging me £50 using the getout clause that they can say the talktalk line works in that other landlines can call it (Repeated many times to me as part of terms and conditions of sending out an engineer!!!!). Fact is multiple mobile phone providers cannot call the talktalk number, so they should be able to veryify why this is without sending out an engineer when I can make and receive calls to other landlines fine. Started off well with good broadband connection but now Talktalk has proven (to date) it is a very poor company; disappointing service talktalk - Spent over 3 hours talking to your support people on a simple problem to replicate from any mobile phone and any mobile operator! Let me speak to a UK engineer, or forward the problem to one please.
19th Sep 12 10:09

!

6

arthurb

COPY OF A LETTER SENT TO BBC WATCHDOG. WE WERE ON AIR ON OUR LOCAL BBC CONSUMER PROGRAMME AS WELL.
We had a mail shot from AOL offering their “valued customers” 3 months ½ price broadband or a new router. Been with them 9 yrs.
It seemed good so I phoned up the number supplied and spoke to an indian rep who spoke poor english an spoke very fast so as I could not understand,fully so I asked for a letter to be sent with the details – nothing else.
19 Nov received a letter from aol saying our AOL talk package would start on 1 Dec. We couldnt understand this as we are on sky talk AND WE ONLY WANTED MORE DETAILS OF THE PACKAGE.
We left things for a day or two as we were busy. We got a letter on 24 Nov from aol dated 17 Nov to say that they were sorry that we were leaving aol broadband . WHAT?!?! It arrived 12 hrs before disconnection.
I phoned midday having to go through multiple options and had to give our phone no, name, address , DOB to customer services asking what was going on as we did not say anything about leaving. We were confused.
Nobody could explain, but I was told to contact the sales team as we had to re-apply as we were to be cut off and nothing could be done to stop it. So I had to phone again from scratch went through all the security questions again. I wrote a nasty letter to their complaints dept in Southampton.
They passed us back again to customer services 0844 499 5555 – same security procedure. Then back again. Eventually customer services informed us that BT had put a cease on the line and we were to contact them quickly. BT stated that there was no cease on the line . We phoned back to AOL and told them this. They said BT were lying, so back to BT. Operator said - “How can you say that there is a cease on the line when I am speaking to you???”
Back to aol again redial – options- security questions and ended with an operator from Irish republic who advised us that she could do nothing but to ring them back Friday. About 1 1/2 hrs had passed by this time. My wife had a migraine because of all the stress caused by idiots who don’t know what they are doing. We were informed that we would lose out broadband at midnight Wed 24th.
Thurs 25th got a letter from SKY talk dated 18th Nov stating that we had decided to cancel Sky talk and another phone company was taking over and this would happen on the 18th Nov. I phoned up Sky talk ---what a difference. I just had to quote an agreed password and bingo! We asked them to stop the changes and do nothing. No prob.
Friay late AM we rang and after to going through multiple dialing options and had to give our phone no, name, address & DOB to customer services. We spent about another hour trying to get through to someone (Bob the builder would do). We were again passed from pillar to post. Told to ring 0800 954 0334 - the music when we were on hold was good to listen to. No luck though. Got a sore throat now
After dinner, we rang and after to going through multiple dialing options and had to give our phone no, name, address & DOB to customer services. We spent about another hour trying to get through to someone (Bob the builder or bugs bunny would do).
Breakthrough!!! We wre given a ref no 759717 to quote in any other correspondance and were passed onto a Christopher Murphy in I presume, a call centre in Southern Ireland. He seemed to be a supervisor higher up the line. I quoted the ref no afore mentioned. He knew nothing about it. We had to explain all over again. HE DID SOME SEARCHING AND THEN ADMITTED THAT ONE OF THE OPERATORS IN AOL HAD MADE THE MISTAKE. We asked him about compensation as we were not to be re-instated for 10 – 15 days. All we were offered was 1 month rebate of subscription. We were assured that we were to receive confirmation of the re-connection date by letter. Price of our phone calls 31/2 hrs @ 5p /min. This was covered by the rebate!!!!!!! We had to spend a lot of journeys to pay monies into our son’s a/c because of no broadband.
Now 1 Dec. Nothing yet. Nor any reply by letter or phone from the complaint letter sent to the complaints dept in Southhampton. Perhaps their mailbox is jammed??? No internet for us for 3 weeks. I use it daily for my business, banking, emails and much more. Eventually got a phone call from the Irish republic, a Barry Moinahan stating that AOL were at fault and there was nothing he could do about it. Our connection would recommence on 15th Dec 2010. DIDN’T TAKE THEM LONG TO DISCONNECT US ------ 12HRS! WE HAVE BEEN WITHOUT BROADBAND SINCE 24TH NOV. WE WERE PROMISED RECONNECTION ON 15 DEC
We’ve been with for about 9 yrs and have never defaulted on payment. VALUED CUSTOMERS – I THINK NOT
A O L ARE A LOAD OF AUTISTIC DICKHEADS
17th Sep 12 09:09

!

-1

B2BWILD

I have been with Talk Talk for many years, but since March 2012, I have had on the 7th of EVERY month automated calls saying I am in arears. How, I ask, when I pay by Direct Debit. I am fluffed over by promises, most of the control staff have accents that cannot be understood, I have been on my phone from 9am-11.40am again, fretful and no where clearer to the problem being solved.
I am one of the old school, frightened to change, I am between a rock and a hard place, and something will give.
13th Sep 12 11:09

!

3

Brian

I have been a Talk Talk customer for a number of years. Earlier this year my broadband download and upload speeds both fell to absolutely hopeless levels 0.19 and 0.20. Trying to get Talk Talk to do something about it was a logistical nightmare. Their automated phone systems kept me running around in circles and repeating the same futile and pointless excercises with no improvement on the service. I made 4 bright spark engineer appointments before anybody even bothered to turn up. He took one look at what was happening and concluded that Talk Talk had dumbed down my system remotely because some weeks ago there had been a problem with a local bt phone line station. He explained that Talk Talk had put me on a reduced service because it was a problem locally for all Talk Talk customers and rather than cut some people off altogether they decided to reduce their service to all local customers temporarily while the junction box was fixed.
He sorted it out within seconds (I had waited about 14 weeks for this to be resolved) and the upload and downloads improved dramatically. I received no apology fom Talk Talk and no suggestion from them of a refund despite the reduced service that they gave me and even when I gave them written and verbal feedback on their poor customer care they did not seem to give a damn.

Everything was fine with the internet until I decided to move to another provider and as soon as made that decision and Talk Talk became aware of it the download and upload speeds crashed again pending the move to the new service provider. Coincidence ??? I think not.
12th Sep 12 05:09

!

4

barry

ive been with talktalk since 2005 at first they were quite good but the past year the broadband service has been terrible keeps dropping out for hours at a time. i tried on loads of occasions to get through to the call centres and when you do get through they just read you the same script everytime. and tell you its your modem in the end i got fed up and cancelled and signed upto bt. since i have cancelled i have had several calls from talktalk advisors saying they can sort out the problem. when i declined saying that i have signed to bt they then come back saying that i signed up to a 24month contract that still has six months to run so i need to pay to cancel, bearing in mind i signed in 2005 they must not be able to add up properly, thay have now rang me six times wanting money and when i ask for the CEOs address name and phone number they sayTHEY CANNOT GIVE THIS OUT AND SAY THEY WILL TRANSFER YOU TO A SUPERVISOR. THEN GUESS WHAT THE LINE GOES DEAD. THIS HAS HAPPENED SIX TIMES NOW AND IS BORDERING ON HARRESMENT. can anyone provide me with the CEOs details.
11th Sep 12 04:09

!

3

Kza

Most rediculous company ever! They advertise as the best value broadband provider in the UK! That's insane and fraudulent! They are the CHEAPEST in every way!
8th Sep 12 08:09

!

6

Brian

My original contract was with tiscali (after problems with BT customer service). After some years, I received mail informing me that talk talk would be taking over my contract. I wa assured that I could look forward to better service (ha-ha). The last few months have been hell - I have spent hours on the 'phone to customer service agents in several countries, most of whom have a basic knowledge of English, but are unable to understand the problems (or offer any help apart from credit notes 'for the inconvenience). Early in August, I was 'cut off' due to non payment of my bill. My new contract which was up and running was for £19.99/month and yet my next bill was for £48!!. After hours of trying to remain calm while talking to operators who were incapable of understanding the problem, I managed to find one in South Africa who tried to help (but was still unable to explain the increased bill) but did offer a credit note so that the account could be cleared for a payment of £18.86. I was then assured that the account was clear and that the next payment would be due at the end of August for £19.99. I have just been informed that the Bank declined a payment request for £48 from talk talk (which is showing as due on my talk talk online account. However, when I click on 'account breakdown' I am told that 'there is a problem' - it seems that again, there is no explanation of the excessive amount being billed. It seems that I have to spend several more hours on the 'phone later today. However, it will be the last time - I will be contacting BT for a changeover. I can't understand how talk talk have any customers left!.
4th Sep 12 03:09

!

5

nottookeenontalktalkbutknowsitsjustthesameelsewhere

You can all whinge quite well cant you, its just the same as blaming McDonalds for half the weight issues in England but you will still go eat there double standards,
The reason why BT engineers do all the work is because its theyre infrastructre and they operate the exchanges but clearly people are ill educated or just morons not to know that and as for customers services stop crying about the prices and maybe theyll be English the longer you all cry about plusnet being a penny cheaper or whatever theyre going to look at cutting the costs anyway they can non of you seem to remember that BT have centres in India that one failed to slip your mind.
3rd Sep 12 10:09

!

-4

kimbo

I had Talk Talk installed 15th March , 2012 , lost connect on 16th , 18th , 21st .This was only the beginning , hours spent on the phone to them repeating everything you are advised to do in the leaflet , talking to people who neither listen nor care .Four engineers later , still irratic connections .phone hardly ever works & when it does the reception is very poor .I want out !
1st Sep 12 05:09

!

1

Bob

I've been with TalkTalk (previously Tiscali) for 7 years and generally without problem. BUT! Their price went up and I showed interest in deal with BT. 4 days before my contract expired with TalkTalk they undercut the BT offer by miles, so I cancelled the BT contract well within the deadline. The next day the phone went dead. It is still dead 25 days later. Trying to deal with TalkTalk is like talking to a monkey. BT have no interest in fixing the problem for obvious reasons and I am absolutely powerless to do anything about it. The only option at the moment is to go to BT just so they will fix the line. So bear in mind that TalkTalk are utterly useless when it goes wrong and BT are holding everyone to ransom.
30th Aug 12 09:08

!

4

BlightyExPat

I too have decided to part company with Talk Talk. It was bad enough having to deal with a Filipino help-desk, but now that they have moved to South Africa, there's no way I am going to stick with them! (I've spent the last 17 years living in SA and they have NO idea about 'customer service'! No one EVER bothers to call you back!).
I had considered upgrading to fibre, but the Talk Talk site has too many 'hidden' extras, so they aren't as cheap as they might first appear. True, they seem prepared to negotiate, once they have you on the phone (eg waiver the engineer's call-out fee), but I'm not comfortable with that sort of scenario. I want to know what the deal is , upfront, and not have to haggle with 'Delboy' to get a better deal!
I'm promised connection to BT Infinity 2, next week!
29th Aug 12 04:08

!

4

timmbo2006

TalkTalk customer service is so BAD ! My Father in law died and my wife made sure that they were getting paid the outstanding account...''we can only speak to the account holder '' . They really couldn't sink any lower, wanting to speak to a dead person !
24th Aug 12 02:08

!

13

bob

talktalk are so 'transparent' that on the 16th August 1700 they did the Next generation Network upgrade on my line and it hasnt worked since and despite raising the issue through the service centre, complaints and network services and finally to Dido Harding. After 6 days and counting - will be 7 days at 1700 today 21st August - I still have no services, no dial tone no broadband but they are keen to blame BT and tell me that I will be charged if an engineer comes to my house - its obvious - no dial tone therefore the line is disconnected - even their own Network Team agreed with that - will someone please walk to the exchange and plug it back in. I fear the ice age will come before Talktalk can get thier act together no wonder they won the worst customer service award for the last 2 years and were fined by OFCOM. One things for certain -- any broadband providers want my custom? - im open to offers as Im quitting Talktalk
21st Aug 12 04:08

!

8

Carl Hiroi-Grant

I joined Talk Talk 20 months ago.. The sales process and service was great, every couple of months they would then call me up during dinner offering free upgrades that i could cancel after 3 months. This I tried to do, never could get through due to the automatic system and when i did get through after much fustration it was to a person some 5000 miles away who did not understand. 3 months ago my contract with talk talk expired, and my internet connection became sporadic. I called tech support after the automatic system, they did a line test, I called back, had to explain all over again. there was a time delay, the girl did not listen, she kept asking if I was still there. Nothing was getting resolved, and then she asked what socket I had, which was a BT one. She then asked me to get a screwdriver to take apart the socket.. Am I a bt engineer who is qualified to take apart their property to get the the hidden socket? No. She said try, I refused to do this. I could have damaged the line as i have no idea what I am doing. She said it would help. At this point I became angry as they appeared to be trying to do everything to make it my fault and not resolve the problem. when I told them that the router was faulty as it was obvious. They said that the router was now out of warranty, and I could have a brand new one free and on the house only if i agree to a 18 month contract.

Hmmmmm? Crap service, can't cancel the add ons that were free. They did not listen to me or seem to want to resolve my issue.. Cheap at the start? Yes, then got more expensive, staff that read from scripts with little english who do not understand. Patronisation, constant interuption, rudeness from staff who said "listen to me" in an abrupt manner.... Why I left BT, now eludes me.... I will not be staying with Talk Talk.....

I shall go back to a company that can provide me with a decent service. At least BT don't hassle you during dinner.....
19th Aug 12 04:08

!

3

Beattie

I regret signing up to Talk Talk. The service is appalling, I continually lose connection every 5 minutes and my landline has no dialling tone. Just as well I have a mobile as I live in a rural area and am a childminder and need a working phone. It's odd how for the first month the broadband was spot on, I pay my first bill and boom! It is slower than a week in jail or non existent! I had my services cut off a few months ago as I was late in paying my bill, fair enough, but it took them 5 days to reinstate it by saying 'it'll be up to 48 hours madam there is a fault'. My aunt fanny there is a fault on the line, as i had it checked and still have the text on my phone saying there isn't a fault detected! Bingo! Because i'm using that snd the complete utter lack of service to get out of my contract without paying any disconnection charges! Avoid like the plague.
17th Aug 12 01:08

!

7

Redshaz

I joined talk talk after years with BT after being persuaded by a call caller. A year later I moved and rang them to tell them I was moving and after what I thought was a last Bill I moved out. A few months later the new tenant passed on a load of post including Talk Talk Bills. Ringing them is just a waste of time because you either dont get through or they dont seem to understand my point, so I wrote, which they ignored and then I wrote again, the reply to which obviously indicated they had not read the letter and the next thing I know is that I start getting debt collectors letters. After a two more letters to them and another letter to talk talk all the letters stopped until 6 months later when I have started to get letters from another debt collection agency with another load of threats. I have told them I would be more than happy to go to court because its the only way I can get heard. I have already reported them to OFCOM but they dont respond either. If anyone has any ideas please e mail me. sc83@bton.ac.uk
16th Aug 12 02:08

!

-1

Soft Joe

I completely agree with your comments, I have been with talk talk since the days they where known as singlepoint homecall and they have gradually got worse. I have not come across 1 English customer service operator in a long time.

I had a very bad experience where i had paid my bill online gone out for a while came home and my service had been cut off. how the hell do u get cut off for paying a bill? i rang up going mad and the fella was repeating what i was saying and writing in his notes " Ok Mr #### you are going to pay your bill on saturday" this infuriated me and i went on a bit of a rant saying can u even f###ing understand me bone head, put me through to your manager now. And he refused to do so and hung up on me. I am leaving this company and i suggest everybody else does the same or at least say when they call you that you will only speak to an English person this will prove difficult for them as am sure none of the call centres are in /england anymore
11th Aug 12 08:08

!

-1

kronos71

I echo Alf Red's experiences exactly. The call centre staff are scrupulously polite but completely incapable of actually engaging with your experience. It's obvious they are reading from a script. When you have a problem, you will be made to jump through every conceivable irrelevant hoop before a solution which *actually addresses your problem* is discussed at all, even although it is obvious that changing filters, phones, connections could have nothing to do with the issue at hand. It is incredibly frustrating. Eventually, my problem was solved only when TalkTalk called out a BT engineer to climb up the pole outside my house and close a cap on my line - yes, they still rely on good old BT at the end of the day, as if BT still retains some of its old nationalised status when the others don't have the backup or know-how. Since then, I still endure inexplicable errors with email functionality - emails won't open or 'reply' doesn't work - and being ejected from TalkTalk email altogether. The only good thing that can be said about TalkTalk is that they're cheap!
8th Aug 12 03:08

!

-1

GFL, Kenilworth

I spoke to at least 5 people at Talk Talk tonight in South Africa and Manila, Phillipines to try and find out why her new installation had not been connected. She stayed in as requested from 1 till well after 6 and not a peep out of either Talk Talk or BT. What a shower!!! But if she had not been in she would have been charged. I suspect they will connect her remotely but when Sky did that on me I got about £80 compensation out of them We'll be going for much more this time!!!!
3rd Aug 12 09:08

!

2

Alf Red

I'm with TalkTalk and when their broadband is working it's great, but if the connection "drops out" and I have to phone their contact centre it's a nightmare. The staff (the one's I've spoken to anyway) have a very poor grasp of the English language and are clearly reading from a script and they do not deviate from their script to answer my questions. The last time I rang, I spoke to a chap with an English name, but who had a very heavy Asian accent. I tried to short-cut the process by giving him all the answers to the questions I knew he would ask, like....yes I've turned the router off and on, yes I've replaced the cable, yes I've replaced the filter...but he just continued on with his reading of the script and then started shouting at me .."you're not listening to me sir!"...a number of times. He then tried to tell me that the fault had to be in our house and I would have to get someone in to check it or I would be charged the full cost of call-out..and I knew I had done all the checks and that as in all previous occasions, the fault lay elsewhere. I had to hang up.
Now, if you can get past these non-technical scriptreaders and speak to the real tech people, they are brilliant. On one occasion, I was eventually put through to an Irish guy who worked out the problem immediately and talked me through the process of changing the settings of my (TalkTalk's) router - stage by stage. It was easy under his instruction and we both understood exactly what each other was saying. So....TalkTalk can do it right...eventually.
18th Jul 12 11:07

!

1

morgan@bt

My name is Morgan and I work on behalf of BT if you do have a concern leave you phone number in my inbox morgan99@hotmail.com and I'll contact you when I'm next in work and see if we can resolve the matter :)
27th Jun 12 01:06

!

8

CJH64B

I had problems with my line from day 1 of moving to Torquay in Sept 2011. It took numerous calls to India and 4 engineer visits - 2 TalkTalk + 2 Openreach (OR) - before it was fixed. 1st OR relaid a line from the junction block on the wall (2nd floor, I live in a block of flats) and 2nd OR had to check all the connections between me and the exchange. Since Feb 2012, all has been hunky dory. Mar 2012 my latest statement showed a £129.99 engr visit charge. Queried and told it was because the fault was my responsibility. Numerous letters, each time having to provide yet more data protectiom info before finally I found the Head of complaints - CEO office address. Sent them all the letters and, voila, a call within a working week and resolved the following day. Not getting a £129.99 refund but it's being applied to my account. This is a good will gesture because of poor customer service, they still consider I was liable!
Advice - hang in there, get your facts straight and down on paper and to Head of Complaints. I now have a name, UK telephone number to call and email address.
12th Jun 12 12:06

!

-4

Julie

email the CEO on this address and someone will fix your issue- Dido.Harding@talktalkplc.com. I did and in 2 days it was fixed and I got two months free :)
8th Jun 12 09:06

!

-3

miserablemoaninggit

Well, don't think of moving to Plusnet - really bad! I don't know what to recommend. They all same crap really. Is there not some local broadband service you can use? These big companies are so bad!
7th Jun 12 08:06

!

-1

ljs

appalling customer service from talk talk at the moment.. they are trying to charge me a fortune for leaving them early. they never answer questions and are very rude on the phone. dont use them!!
7th Jun 12 01:06

!

0

ad4m1

I used to be a customer of Talk Talk and reading the comments here really does remind me of their useless service.
Unfortunatly if you live in the UK and your not one of the lucky people either in Hull or in a Virgin Media area, then your always going to have a BT phone line regardless of which provider you go with.

At the time I was with Talk Talk I only had the line rental with them as my broadband was provided by another company, but when I had problems with the phone line and had to get Talk Talk involved, nearly all of my fault reports got lost in their system and when I rang them up to enquire about them, they had no record of any of the faults that I had logged.
This happened to me on at least 4 occasions. In the end I just put up with the faults I had.

One time we had no dial tone on our line so I rang them off my mobile at considerable cost. I logged the fault and described I had no dial tone and when I ring the line it's just rings out.
I then found, when I chased them up 5 days later, that they had put the primary contact number down for the fault as my phone line and not my mobile and they had closed off my fault.

In the end my broadband provider started to also offer line rental and I snapped them up on the offer and since then they've been fantastic. We've only had a few issues with our line since we switched but every time they've always been spot on with the communication and escallated the faults up to BT and they always phone me up regularly with updates regarding the fault and I genuinely feel appreciated.

For anyone who's interested, the ISP I use is Eclipse. www.eclipse.net.uk
I Highly recomend them and they do the line rental as well as home/business broadband too.
22nd May 12 01:05

!

2

Cass

I'm moving home soon and rang Talktalk to cancel my account. Although I have been with then 6 years they tell me there are cancellation charges. When I queried this I was transferred to someone whose English was incomprehensible and cut me off. I sent an email again asking them to cancel and to sent either a copy of the contract or a recording of the phone call when any new terms have been agreed with me. I asked them to reply by email. Next day I get a call from India from a lady who did not know why she was ringing me so I had to explain the whole thing again. I was getting nowhere again so I asked to be transferred to the UK call centre and surprise, surprise I was cut off again! I'm about to send another email, but I'm not holding my breath.
PS This is the same company who wrote to my dad to say they were sorry he was leaving, this was 6 months after he had died!!
18th May 12 08:05

!

-3

Philtreefrog

My girlfriends business has lost thousands of pounds worth of business this week when the phone line was faulty. This meant the card machine was unable to take payments. Reported on Monday and fobbed off with a wide variety of excuses including cable theft which was a lie, faulty card reader which wasn't faulty and unbelievably tried to charge her £150 for an engineer to fix their own fault. Customer services have told her numerous conflicting pieces of information on separate calls, one mobile call to them taking 1 hour 45 mins to get through as the land line was faulty. After 5 days this has yet to be resolved and the morons at customer services are clueless. It's like dealing with children. They have the cheek to then say they can redirect the phone number to her mobile at a cost of £5.40 per day with no recompensation for the loss of business. Thieves in plain sight.

DO NOT SIGN UP FOR TALK TALK BUSINESS SERVICES
18th May 12 12:05

!

-3

DAvid

I have just left Talk Talk due to the poor broadband service during the evening and the horrendous number of junk emails I was receiving. I swopped to BT and yes the service is better. I then got stung by £ 83-00 dis-connect charge. But of course you can't actually talk to anyone (ironic given their name) but they have replied to my letters (no email response). I've been a customer for 6 years and this is what you get. Bloody awful service. Don't touch them..really. Don't touch them. Your inbox will be full up every day with TT, BT....none at all. Plus BT has a neat auto fix software which seems to work when you get a glitch.
11th May 12 11:05

!

1

tracey gauden

i have been with talk talk, and got to say they are the worse company i have ever been with, i am of ill health and need my landline phone, i have gone 6 weeks without my phone line, they kept saying 72hrs, but there 72hrs means 9wks,i did get bt round 2 fix my line after 6 wks from talk talk, but only for the line to go again after just 2 days, when i phone talk talk i find the staff very rude and not helpfull at all, but talk talk still took the money out of my bank account for the phone line i have not got, now after the 60th time of me phoneing them i was told if they do send someone out to me then i will have to pay, and if i leave i will be breaking my contract, now as far as i new my contract run out some 12mths ago but n 2 them its not, my daughter has left this company, and now has my next door she is a lady in her 80s, and is having a lot of trouble with talk talk, they say we will help you and they are right help with taking money out of your bank account, i hope to god people do read these and dont get ripped of from this company as many of us have, sky is going to be for me now, as for my next door aswel, talk talk more like crap crap, and as for staff they really need to go back to trainging, worse company ever, ever ever.
5th May 12 07:05

!

1

Analisa

Engineer from BT came to fix my broadband problem?
I refuse to pay the bill £129.-his service charge.
1. He did not fix the problem
2. He cut off my land lines without my permission.
3. He lied to me saying that he only cut off one of them!

Since he cut off all my phone lines - all five of them, I have broadband and phone connected to one socket! I wrote to Openrah who directed me to talk-talk ( my provider).
So I wrote to talk-talk jeperdy team again, they responded and promised to look into it? I have all the emails.
They never wrote back. Suddenly my emails which I kept sending were coming back to me. Weeks went by. Apparently after me for hours on the phone .....I found out that my case was closed?
Sadly, I surrender, I have chosen peace and I decided to live with the damage they have caused. Did I made mistake?

BUT>>>Three months later - last week I received the bill for engineer service? £129.00 ( on the top of the damage done to me, I have to pay for it?)
Advise from OFCOM was to take the legal actions against talk-talk. Easy said!
I am happy to pay for broadband and phone use but I refuse to PAY FOR DAMAGE CAUSED BY OPENRAH.

I tried to send this letter to talk-talk complaints dep. but guess what, there is no way to do it. I thought that emailing was the only way I could contact talk-talk officially and keep the record of it. But complaint form wouldn't send. How bazar? I decided to try the phone again. When dialling their phone number I could only hear recorded message that there is a problem with my lane and engineers are aware of it.:)) There was no other options available!
The numbers when they fish for a new customers, those are the only working ones.

We are played with, how many of us is there? Is there really nothing that we can do to stop this.

This is a ......! How talk-talk is managing to treat us like this, and get away too.
I stopped my direct debit payments, I did not win, just waiting for my phone and broadband to go dead. Can they take me to the Court for not paying for their engineer 'services' . I wouldn't be surprise. Should I take them to Court? Do they have a proper address for correspondence?
Can anyone advise me what to do. I don't want to pay for engineer. I think he should come back and make all my phone sockets work as they were before fixing speed of broadband issue.
23rd Apr 12 09:04

!

3

rob14y

what a useless bunch, customer care is a joke, had the same account for 3 years yet they cant take the money from the account thats waiting for them, you try to talk to them (in india!) and they promise to call you back within 8 hous, as it was already 8pm i told them I did not want a call at 2am! in the end they put the phone down so you have to start the same process again, if you are thinking using Talk Talk DONT. Still not resolved as they inform me it could take 24 hours to turn service back on after their mistake!!!!!! Will be moving from this company very soon.........
21st Apr 12 10:04

!

2

miserablemoaninggit

Bobster, whatever you do, don't yield to the debt collection agency, probably an arm of TalkTalk anyway. You are in the right, let it go to court, although this is extremely unlikely. Don't bother to speak/negotiate/debate over the telephone with the agency - absolutely pointless. Any correspondence in writing. Refuse them permission to telephone and put that in a letter. Keep careful copies of all correspondence.

Trouble is, all the phone companies are an absolute load of crap. Whatever you do, don't opt for Plusnet as an alternative; an appalling company with appalling customer service - their Yorkshire based call centre is just as rubbish as those based in India. I'm not sure what the least crap company actually is.
19th Apr 12 08:04

!

0

Bobster

I ordered a line for new rented property beginning jan 2012 , move in day 20th jan . Moved in and no telephone line , told it would take 2 weeks , was not until  4  weeks i was told finally I was connected . 18 th February .
I plugged phone in and no dial tone . Talk talk told me that my line was active and to this date are demanding payment. The phone line at talk talks end was active but I was told by talk talk that the problem was at the bt exchange and i had to wait again more time for problem to be resolved . But no one could give me a time scale , so I told talk talk as I had waited so long , they had Brocken their contractual agreement being way over the installation date by weeks not days to cancel the installation and my contract , I never had an active line !
Now have a debt collection agency appointed by talk talk after payment for a service I never
got !!!
18th Apr 12 09:04

!

7

Frustrated

I thought I am the only one suffering from TalkTalk until I googles TALKTALK BAD SERVICE and I found this ocean of bad experience. In short (actually I am writing this while I am being put on hold) I spent the past 4 days telling my story to almost all the employees in the Loyalty Team, Customer Service, Technical Support, Home Line move....
They know everything about me now, my mother name, my favorite color, my password and more. I know all the songs TalkTalk play by heart now, Total Clips of the Heart, She's Lovely...... My query is very simple, the speed of internet was reduced and I wanted it to be fixed. Can someone please give me the email of the CEO so I can tell my story to he/her?
10th Apr 12 04:04

!

6

Malton Moaners

So. House move. We move in to a brand new property with 'millions' of phone sockets. And we take TalkTalk with us. Of course, TalkTalk have to arrange for the nice man from BT OpenReach to come out and connect the master socket. This he did and we went 'live' with phone & broadband that day. UNFORTUNATELY, the moment you go to plug 'anything; into the master socket, all the other sockets go 'offline'! So, of course, we phone TalkTalk. £129.99 wanted to get the BT Engineer out again to check the master socket, AND repair the damage to the outside wall that they made when they did it first time. FIFTY-THREE minutes later, and various threats of cancellation, reporting to higher authorities, going public with the complaint., etc, and they decide to give us the visit for free! OH DEAR TALKTALK .......
31st Mar 12 04:03

!

4

Steve

Talk Talk have totally screwed me over, not only did it take them a MONTH to connect my line at the exchange, they had the cheek to send me a bill for the time I didnt have the service, and now I made a payment over the phone and they cant find the payment which is well over 70 quid, this isnt the end of it, anyone have any ideas how i can take this further?
28th Mar 12 06:03

!

3

staffordshire browser

It's time the Communications Watchdog OFCOM sorted out this farce. We are all at the mercy of dreadful customer service centres often located overseas. I too have been suffering problems of incorrect billing and a poor DSL speed since the transfer from Pipex to Talk-Talk.
22nd Mar 12 03:03

!

5

tarrathebarra

I have had problems with talktalk on the 16th november 2011 i contacted them as my contract was up for renewal that day i told them i was not renewing my contract with them the broadband was disconnected that day but the phone was left on 3-4 weeks it took me to get them to disconect it i got a reminder for £67.13 then the next day i got another reminder for £39.76
i had enough so contacted the ombudsman and they are investigating them
i am trying to get into that account as i want to check my bill for september 2011 as i was in hospital from the 14th to the 23rd and want to see what calls they have me making in that time Irene
21st Mar 12 10:03

!

4

Boopidoop

I have just read Talk Talk customer complaints, oh how I wish I had looked at these previously before going with them , since changing over 3 weeks ago I have no service for more than 3 hours - phone line included. I think I have spoken to every employee at Talk Talk and am fed up to the teeth. I have been reduced to tears by all the aggravation I have a mother of 87 and a brother both suffering from cancer 300 miles away from me. The only way I can contact them is by phone and I cannot do this, my moms time is precious - what do you do I cannot do any more, who can help me? PLEASE
18th Mar 12 05:03

!

4

WackyJacky

I totally agree with the poor customer service from Talk Talk, I changed from BT as Talk Talk were cheaper but regretted it straight away, I couldnt get connected when I first set it up so I called them and they asked me to try several things they then passed me to someone else who said will try to see if anything wrong with the phone line and would get back to me the next day.

No one called so I called again and spoke to a different person who advised it needs time to settle but I said I was told it would work straight away so I put the phone down on him and called again. I spoke to someone she said she will check the phone line and there was a fault with the line, this was resolved after 5 days so I called BT and said can I come back and they set it up straight away. I will never leave BT again.
15th Mar 12 03:03

!

7

PJ

Here's my complaint to Talk Talk sent to the CEO complaints department today - what a farce!!

Sir/Madam

Since November 2011, we have been having problems with our Talk Talk broadband - after switching from BT due to poor connectivity.

Little did we know at the time, after being advised by Talk Talk that they would give us a better service, that Talk Talk use British Telecom lines.

Since this time, we have had no virtually no broadband since December 2011, and have been unable to connect at all since January 2012.

According to Talk Talk staff, we have logged issues about the service on 6th January, 8th January, 9th January, 23rd January, 30th January, 1st February, 3rd February & 9th February.

They told me on 25.02.2012, that they do not have records prior to this, but we have been in touch with you about this problem since switching from BT. On all the above occasions, we have completed the standard ‘line checks’ and tests via our computer, at considerable cost to ourselves, given the fact that each call has amounted to over 30 minutes on the telephone.

On 30/01, Talk Talk sent an engineer to our house, who tried a different router, and completed further line checks. We were told the problem was not with talk talk, but with British Telecom. On 07/02 , a BT engineer attended our house, and attended again (I believe) on 09/02.

We were informed by British Telecom that the problem was due to ‘massive interference in the area’, and that a specialist ‘Rain’ team would need to find the source of the interference and resolve it.

We were asked to wait 2 weeks, and told that this would finally resolve the problem.
On the 25th February I contacted Talk Talk again at 16.45pm, to inform that the problem had still not been resolved.

They again, suggested switching on and off router, which was done. I explained to Talk Talk that they had already established it was an interference fault (as they and BT had come to the village).

I was told by the operator that I would be transferred to a BT engineer, which they did, however I received an automated response stating “I was not a BT customer – contact your provider”, I was then disconnected automatically.

I am sure you can understand the frustration. I immediately called Talk Talk again on 25/02 at 16.53 and I spoke to ‘P’. I explained the situation, and I was requested to complete line checks again. I was informed that the password on the router was perhaps incorrect, and told that we would require a new router.

'P' said, that according to his records, the British Telecom ‘rain’ team had definitely resolved the issue – and that we needed a new router. I was transferred to the secondary department (0870 087 8777) and I spoke to 'J' (he would not provide his second name).

'J' wished to do further line checks, I told him that I felt the matter needed to be fixed by BT. I explained that there are a number of local businesses and homes in our village that are experiencing the same problem, and this is why a new router was not necessary.

I asked 'J' to check the records, and he told me BT had been informed of the 9th February – although there is NO RECORD to say the fault has been fixed. I asked why I was told by 'P' that BT had fixed the problem, although 'J' could not answer this. 'J' said he would request that the matter be passed to British Telecom again.

I have personally tried to contact BT, by phone and email – they will not communicate with us as we are not a customer.

Myself and my wife are self-employed, and often need to work from home, we have not been able to do this since January 2012. We have now had to resort to paying for an additional service from ‘3’, via a dongle and wireless router, which is costing an additional £15.00 per month (but works!).

Furthermore, I am also aware that a number of local businesses near me, have also complained to Talk Talk. One of these has been advised to purchase (at additional cost) an upgrade (to a business line) to resolve the fault, and they have been assured that they will received around 2 meg after the upgrade!

This, in my opinion, is unlikely to work, given the problem is still with BT. It is also completely unacceptable given the fact that Talk Talk are unsure whether BT has fixed the fault!!

Given the above, I would like to know the following:

1)When will the above fault be resolved.

2)Why are BT and Talk Talk not communicating about this issue? – I have been told from one Talk Talk advisor that the ‘Rain’ team has solved the problem, and by another, that there is no record of the problem being addressed.

3)Why Talk Talk operators transferred me to BT engineers only for me to be remotely disconnected.

4)The process in which I (and others in the village of Long Melford) can apply to claim back three months payment of internet that we have not been able to access.

5)Reimbursement of telephone fees to Talk Talk, over the last three months.

6)Details of how we can cancel our contract with Talk Talk, given that ‘3’ are meeting our needs.

7)Why local businesses are being told that a change to business line will resolve their problems, when the fault clearly seems to be with British Telecom.

8)Advice in respect of complaining to Ofcom & to BT.
7th Mar 12 01:03

!

9

RobTonks

Being a provider of utilities, I have to admit that transferring from Talk Talk to us is ALWAYS an issue. luckily for my customers, I deal with the problems on their behalf. I'm just sorry that so many of you get messed around.
If I can be of any assistance, please contact me via my website and I shall attempt to help.
www.howtosaveonbills.co.uk
Rob
6th Mar 12 03:03

!

7

Pippasmum

Be aware, be VERY aware as I have just found out to my cost, that Talk Talk will charge you £129-99 to sent OPEN REACH to you whether you ask and or agree to them turning up to your home or not to rectify any problem you may have . We were charged this amount, and I refused to pay it; T/Talk said it was for wiring work and after a few weeks they have informed me it was because we had old type cable outside of our home that we were advised by Open Reach to get removed and replace with the "New Type" of cable?????? to which I told T/Talk, since when have I got access to replacing old cable with new and Im a Health Care Assistant NOT an engineer. I am so glad to be rid of these useless thieving gits, and would not go back to them ever again . They informed me I had to pay this 4months after then engineer came to my home and did totally naff all, but stand in my door and go "Oh I know what your problem is; its your old type cable luv. Nothing I can do" and then goes away again. WTF. So please be warned
6th Mar 12 12:03

!

12

Anon

I have recently moved from TalkTalk to BT - hooray, how much better a service and easier to deal with. TalkTalk have owed me £9 outstanding from my final bill for 2 months - seems they will not credit it automatically, but you have to ask for it! Free 0800 number was obstructive and would not help at all - gave me an 0871 number at 10p per min to get my refund (and how long would they keep me on hold....) " No to 0870" website gave me a geographic number (free with my call bundle) which worked (01204 770498) and have been promised the refund to my account in 14 days.... So glad I left TalkTalk and will never go back. despite their promises to get better, they seem to be getting worse and worse.
3rd Mar 12 02:03

!

2

anon

They are not only a problem for their customer but also their employee's. My daughter quit working for them nearly 2 months ago and has not been paid yet. Trying to find out where we can go for help is hell this company has no communication at all.
16th Feb 12 06:02

!

6

MArks

I too had 6 months of double charging from talktalk and got nowhere- same lack of professional support and downright lying! yesterday I took the information about their ceo from this forum & emailed direct. 2am got an email reply from her and later today the whole sorry mess was sorted by the senior member of their 'high resolution team' don't hesitate to contact her and let the stuff hit the fan - it brings results quicker than you could hope!
14th Feb 12 09:02

!

5

johnnyb

I agree with the comment regarding talktalk as really poor customer services, they have charged me a massive £129.99 for and engineer call who couldn't gain access, (October 2011) just billed for it in february, I phoned them to try get some reduction on this extreme charge, and I was cut off, then on phoning again told they have a technical problem, to call back, I too am considering going back to BT
14th Feb 12 12:02

!

4

Tel T

I can only echo the comments of the other complainants below. I was with Pipex for several years with no problem. When I saw they were being taken over by TalkTalk I phoned for a MAC code. The girl on the other end at Pipex said - "don't leave I can give you a better deal". I agreed to this revised rate and stayed (BIG MISTAKE). Part of the deal was a 3 month free period but TalkTalk continued to take the higher monthly figure by Direct Debit for the next 3 months. I stopped the D/D and I raised this (directed to an overseas call centre) I was shunted around the centre having to explain my complaint each time. Each person acknowledging that I was being incorrectly charged but no one able to rectify the error. Having stopped the D/D TalkTalk continued to send invoices despite my protestations that they owed me money. Ultimately I changed to another ISP. However invoices continued to fall through the letterbox for the period I was with them. Despite regular calls to the overseas call centre nothing was done to correct the overcharge. Ultimately TalkTalk sent by account to a debt collecting agency and so to avoid having a bad credit rating I have paid the sum and am now going to report the matter to OfCom, Consumer Direct, The Ombudsman and anyone else who will listen. I have all the correspondence to back up the fact that i do not owe the money and will take it as far as i can, but my unblemished credit rating was too valuable to allow these crooks to ruin it. I have been blackmailed and would not touch TalkTalk with a barge pole
14th Feb 12 09:02

!

5

ben_sH

Having spent six problem free years with Pipex, even during the Tiscali years, I was hoping that the takeover by TT wouldn't cause hassle. I wasn't happy in the first place about being shunted over to them, as various members of my family have been victims of their pushy cold-calling and street-accosting antics. One month after being shifted to their billing system, I found my broadband access to every part of the internet was blocked, except the talktalk.co.uk domain itself (so that it could redirect me to a page on that domain, instructing me to phone the customer finance department). I was assured there was no problem with my account, and it must be a technical issue.

I then spent two evenings and one morning on the telephone, either being subjected to a holding 'music' tape (which I assume they got a copy of from some US Military torture unit), or speaking to a succession of 'technical' staff, who frankly I wouldn't trust to wire a 13A plug. I was repeatedly told that it was my computer settings at fault, that my modem was 'old, incompatible technology' and one person even tried to tell me that the TT homepage "was not on the internet".

Anyway, on the third day of getting absolutely nowhere, I finally snapped and demanded that someone ring me back so that I could cancel my account. Lo and behold, around four minutes later I tried my brower and everything was back to normal. I did not recieve any explanation, or apology for the amount of my life I'd had to waste listening to a 20 second burst of Bonnie Tyler over and over again.

Four weeks on, and the exact same thing has happened again. So tonight I spent another two hours going through the *exact* same rubbish - your account is fine, your modem is not compatible, your settings are wrong, your router is showing a weak signal, you need a new router, no there is no higher level of technical support, we are all trained to the same level... After the second call to customer services to cancel, I finally managed to speak to someone in Preston, who it seemed knew one end of a keyboard from the other...

He confirmed that my account had had a bar put on it in error, and that he would alert the relevant departments to get it sorted. However, it could take up to three days... so, another three days outage due to an error on their part, not mine. As a result, I'm typing this from a friend's computer. The very minute my own connection starts working again, I shall be seeking out a new provider - something I'm not looking forward to, but anything's better than going through this headache again in another month's time.

TalkTalk are an absolute shambles, and my sympathies go out to anyone else who has had to suffer at their hands. If anyone else is thinking of doing business with them: For the sake of your sanity and blood pressure, just don't.
27th Jan 12 01:01

!

5

Unimpressed

Hi

I've just come off thew phone from Talk Talk. Im was appalled by their non-customer service, but seemingly others have experienced worse!

I was previously with Pipex, who TalkTalk took over. The bill they say they sent last month never arrived, as is the case with a letter notifying me of the 50% inctrase in charges.

I spoke to four people, one of whom was courteous and helpful (as far as he could be) I had to give my personal details to all of them. I think they have agreed to send me a copy of the bill (tho it wasn't clear, but I may have been told there will be an additional charge

I asked to be transferred to the end of call customer survey - I was kept waiting until I eventually hung up (I wonder why!). While I waited I was played music, sung in a foreign language, which, call me cynical, came across to me as an "up yours"

I will definitely change to another provider on principle - notwithstanding that I'm aware from the comments of others what this may entail

In conclusion, I've been pleased with the courtesy, knowledge and helpfulness of some other overseas call-centres in the past: it's a shame their reputations can be indirectly affected in this way
24th Jan 12 03:01

!

3

jules

same complaints about talk talk, just joined orange, was plesently supprised when they rang back following day to confirm my problem was solved.... take note talk talk, there are better suppliers !
21st Jan 12 10:01

!

7

benjie

TalkTalk Billing. All interested parties should refer to Sec.21, Theft Act 1968
10th Jan 12 10:01

!

12

Reginald13

TalkTalk is indeed the worst company in any sphere of operations. They are incapable of or just too arrogant to be answering letters from people seeking help.
Never allow anyone you care for to have any dealings with TalkTalk
10th Jan 12 10:01

!

5

Ian

Absoultely discusting customer service. The usual number is now unavailable (08700 444 1820). Another alternative number connected me to a company called "Low Cost Holidays". The so called service from AOL is abolute rubbish, their ISP software keeps "freezing", it is as slow as hell and I cannot access any of it this evening. I am totally fed up with both AOL and talk talk. Time to move on I think.
6th Jan 12 07:01

!

4

LondonFella

Most pathetic service I have ever encountered. We were promised 1MB, as everyone in this area is receiving, and receive a broadband speed that makes dial-up look amazing. We're talking 11kb/s-56kb/s and the router frequently disconnects, which is a problem we've never really encountered when we were with AOL. If we're lucky, we'll get 89-103kb/s download speeds. During the first week, the problems arose on a daily basis and speed was non-existent to the point that even after resetting it would still take roughly 5 minutes to load up Google. Avoid if you want to keep your hair and have any sense. JUST AVOID!
6th Jan 12 06:01

!

5

Paul Bunbury

At the risk of bringing coals to Newcastle, this is another complaint about the execrable so-called 'Customer Service' at Talk Talk. I have been phoning them several times a day for the last week, being put on hold interminably, being cut off and being passed from one person to another, none of whom understands my problem, which is absolutely straightforward. I have tried to activate another e-mail address on my Talk Talk account and the incoming server is not working, with the result that I can send, but not receive, e-mails from the new address. Not a particularly difficult issue to understand, or even to fix, I should have thought, but apparently completely beyond the wit of anybody at Talk Talk. I heartily wish I had never signed up with these people. As I write this, the recorded message from Talk Talk is coming through on my phone is saying that my call 'is important to them', but after 30 minutes, 'there are more than 9 people ahead of me in the queue'!
6th Jan 12 06:01

!

-4

Pedro

In a written reply from Offcom I was informed that they DO NOT investigate complaints from individuals but nevertheless do take note of them. They referred me to the Telecom Ombudsman who will only act in a dispute after the customer has received a "Deadlock letter" from their telecom supplier. Talk talk are often unwilling to write such a letter. There is some good news for all you frustrated TT customers. E- mail dido.harding@talktalkplc.com This is their CEO and she does pass this on very quickly. Try it - it works. Do not keep ringing their 0870 number - all you will end up with is a "Customer service rep.- I use that term with some venom in my voice as they have not the first idea of customer service) based in the philippenes.
5th Jan 12 07:01

!

-1

BTuser

It's no comfort to know so many people are being treated like this by TalkTalk. My mother has just moved to BT after being treated appallingly. They were doing some 'work' in the area and told users in advance. Her phone then didn't work and they denied having anything to do with it. Weeks of phone calls (always expensive and having to be done by mobile) to people who couldn't speak English, customer service and supposed technical support who had no idea what they were talking about. Friends helped and managed to get her fixed with a phone by running wires all over the house. Eventually, after she'd contacted her MP and the Chief Exec's office, TalkTalk sent an engineer round who fixed it and agreed it had been their fault in the first place.

Dreadful service from this company - to add insult to injury, they then cut her off earlier than agreed and left her without a phone again. I'll be trying to persuade her to complain and go to Ofcom - I think she should have compensation for this.
5th Jan 12 07:01

!

-5

Angelin

It has been over a year now since I lost my internet connection.Despite reporting it to TalkTalk, they refused to report the line fault to enable BT to repair. Only BT can repair and a fault must be reported by their client, in my case TalkTalk.I ended up having no choice but to change provider. We are heavily dependent on the internet so I signed up with BT after more than a month without connection. To add insult to injury, TalkTalk kept plundering my bank account for a further 3 months and taking monies for services they no longer provided.This coincided with the Ofcom revelation that TalkTalk had been doing similar to 62,000 of their customers.I complained to Ofcom who recommended I follow TalkTalk's complaint procedure. TalkTalk ignored my complaint so again on Ofcom's recommendation I made a formal complaint to the telecoms Ombudsman. At first they offered a paltry £50 goodwill gesture and then upped it to £75 when I pointed out that their 'fair and balanced' decision completely favored TalkTalk. Whilst it was clear TalkTalk breached their contract with me and completely ignored Ofcom's binding recommendations, the Ombudsman merely described this as poor customer service. In the meantime I have been invited to appear on a BBC1 consumer prog.to air my woes with TalkTalk and the Ombudsman.Last July I complained to my MP regarding Ofcom's decision initially not to fine TalkTalk. I equated TalkTalk's 62.000 failed customers as being the exact number in his constituency and how would he feel about everyone of his constituents having their bank accounts being plundered. He wrote to Ed Vaizey, the Miinister. Shortly after that Ofcom decided to fine TalkTalk. The sad thing is that I have read many.many complaints and gripes about TalkTalk on this and other sites and newspapers. It constantly manages to top the list of the telecoms companies with the highest number of complaints BUT the figures supplied by Ofcom says it all. They received 1000 complaints about TalkTalk but when they eventually investigated TalkTalk, they found 65000 customers had monies taken for services not supplied or had been chased by debt collectors for bills no owed. So for every person that complained to Ofcom 64 didn't. It only takes minutes to fill in an Ofcom online complaints form or write a simple complaints letter and costs only pence. Whilst people fail to make legitimate complaints, TalkTalk will just continue with its feeble customer service. I could name at least 22 TalkTalk employees i either phoned,emailed or sent a letter to, to try and get them to make a free phone call to BT to get the line fault repaired or the DD stopped.The Ombudsman has again upped their goodwill gesture to £125 after they found out I was appearing on a consumer prog. The Ombudsman is funded by the telecoms' companies and whereas these companies are completely familiar with the way the Ombudsman operates (have obviously handled many complaints about each one) the poor consumer is disadvantaged having only probably used this service for the one and only time. However as Ofcom recommended I use this service, I will now be making a formal complaint AGAINST Ofcom for not receiving the Fair and balanced decision that was promised. Today I read that the advertising watchdog has banned TalkTalk adverts that claim they are the Uk's safest broadband supplier. They just seem to get worse and worse. Take heed and avoid this company at all cost.
4th Jan 12 07:01

!

1

JohnHob

I was a BT customer and reasonably satisfied with their service. Then we moved house to where the previous owner had Talktalk for phone and internet. Unfortunately the line to the property is a TT line and BT has no access. So the previous owner and I were advised by TT to download and complete a two part change of ownership form. This was done mid November before the move and duly signed by us both then mailed to TT Southampton first class recorded delivery.

Six plus weeks later after at least 10 calls to TT customer service (India mostly South Africa sometimes), we are no further forward and TT deny all knowledge of change of ownership. Since the previous house owner has now cancelled the direct debit but remains the account owner of 'our' phone, I fear we will be cut off soon.

What a pathetically inept management TT must have. The feeble attempt at ensuring service quality by asking the customer to hold the line after a conversation in order to 'rate' the TT operative. The mangement is like a chess player in a game of draughs ie on occasions when the call is not going well for the operative I was either cut off or abruptly transferred.

Unlike other customers I do not have the option to transfer to BT or anyone else sine TT owns the line.
31st Dec 11 02:12

!

5

Pedro

A SMALL NEW YEARS GIFT TO ANYONE HAVING PROBLEMS WITH TALK-TALK.

I have been without my landline now for 8 days despite spending over 10 hours on the phone (0870 number) and being pushed from one department to another all telling me that there is nothing wrong with my phone and that Talk Talk are not barring me making all but local calls.

Yesterday I e-mailed their CEO, Dido Harding and to my total amazement got a reply from her via her i-phone within 2 hours.

First thing this morning I received an e-mail from one of the managers in her office with his direct phone number. I spoke to him at some length and he ashed me for 5 minutes to look at the matter. He phoned me back in 3 miutes to say that there was a partial bar on my phone line which would be lifted in a few hours. It was.

So for those of you (I think there are many) who are having problems with Talk Talk try an e-mail to Dido.Harding@talktalkplc.com or to ceoexec@alktalkplc.com it really works!!

Happy New Year
30th Dec 11 02:12

!

-1

Pedro in Devon

Talk talk must have the worst customer service department of any company. I have been without my landline since 23 December despite a total of over 8 hours on the phone to them. They placed an intecept on my line 4 days after I signed a new 12 month agreement with them and no-one has been able to tell me why or get it removed. So far it has cost me in excess of £100 in mobile calls to talk to family over Christmas.
If you start to get angry they cut you off (and that is without swearing at all). There are never any managers available and the grasp of English from many of there call centre staff is poor to say the least.
Talk Talk you really are total SHITE and I will be leaving you after I have taken this to OFFCOM
29th Dec 11 12:12

!

1

sharon

the worst customer sevice ive ever experinced in my life...they 2 hav spoilt my xmas...12 customer service staff i talked to yesterdy. and for something as simple as trying to get my wireless password sorted as no wireless device was picking up on it..i eventualy spoke to the one and only person in talktalk who had any idea and after 6 hours on the phone he sorted the problem for me by talking me through how to change some settings on the router.this took all of 5 mins...so frustrating, i might add all of these people i spoke to were apparantly technical support 11 of them told me i couldnt get settings changed when i knew you could,,i will no longer be a talktalk customer
27th Dec 11 08:12

!

-3

miserablemoaninggit

My mother has just decided to leave TalkTalk because of the same reason that I did - incessant marketing calls she keeps receiving from them, despite supposedly being removed from the appropriate list and being promised that she would not receive any further calls. TalkTalk itself is driving customers away! What a crazy company.
23rd Dec 11 02:12

!

-1

Freddie

Just put any future correspondence from them straight in the bin and ignore it!

Or, if you want to make a point, just save it all up for a year and then send the whole lot back to them by post without attaching any postage. Just add a covering letter saying "these are not for me" with a big smily face.
23rd Dec 11 01:12

!

-2

Biker

I am not a Talk Talk customer, I never have been, not has anyone at this address in the last 12 years. We keep getting someone else's bill, our address, different name, it does not matter what I try, I cannot get it to stop. I've tried returning to sender, telephoning, e-mailing. Sending the letters to the complaints department. They will not even acknowledge my letters by writing to me!!

How do I sort this out? I
23rd Dec 11 12:12

!

-4

not the only one

I am glad I am not the only one. Also considering going back to BT. TT have ruined my Xmas before it has even started!
21st Dec 11 11:12

!

0

madmike

talk-talk is an ass, ive never delt with such a shambles in my life, 4 hours over a period of 2 days we was on the phone trying to get back £80 which they took out of our bank account, being pushed from pillor to post, left us without anything in our account after one of there none speaking english reps saying we didnt have to pay our bill for this month as they messed up our billing account, and what do you no they took it anyway, not good at xmas when our kids cant eat and a 5 month old baby cant have his milk cause they took all our money, i would love to be face to face with the ceo of the company, hope he can sleep at nite ripping familys off, bet he is ok with his big bonus for ripping people like us off, a prize blip if u ask me, he would get more than a blip if he was in front of me......
19th Dec 11 08:12

!

-1

terryputney

Not a fan, go to www.direct.gov.uk, click on the e-petitions: HM Government link and then click on Create a new e-petition. I'll guarantee you at least one signature!
19th Dec 11 07:12

!

2

Not a fan

In August this year the regulator fined Talk Talk £3 million and Talk Talk put up line rental a few days later to cover it so in effect the regulator has fined YOU for having poor service.

My gripe is the appalling customer service given by Talk Talk. I'm not going to rant about no phone for 30 days, being overcharged or being unable to talk to some one who understands fluent English. BUT as there are thousands who have similar tales of woe does anyone know how to organise a government poll where if (I think) 100,000 people sign an online poll the matter then gets aired in parliament.

The question could be-we the undersigned believe Talk Talk is no longer fit for purpose and should be closed down and their assets transferred back to BT. Hopefully if it made to Prime Ministers Questions,someone would look into and set up some form of parliamentary inquiry into Talk Talk's business model and do something about it.
18th Dec 11 05:12

!

0

terryputney

Yesterday I tried to sign-up online for the TalkTalk Essentials Package. All went well until I encountered the address-check module. This module gave me a choice of 20 addresses which were supposedly related to my postcode. None of these addresses actually exist. So I decided to try and sign-up over the telephone. No luck there, I could hardly understand a word the operative was saying. Not to be outdone, I went back to the website and signed-up using an address provided by the address-check module that was as near as damn it to my own address, and emailed TalkTalk explaining what I had done, why I had done it, and requested that they adjust my address in their records. No luck there either. They replied stating that I could not have a TalkTalk facility unless I could provide documentation proving my precise address. Given that I was by now totally frustrated by the faulty address-check module and the operative's inability to communicate, I replied telling them to forget it, I would sign-up with an alternative ISP. Five minutes later I received a pre-recorded phone call from TalkTalk advising me that my account had been activated and that various items would be put in the mail to me. I have since tried on four ocassions to contact anyone within this appalling company to find out the exact staus of my supposed account with them, but emails go unanswered and the only person i have been able to get on the phone had worse communication problems than the first operative. How do these Mickey Mouse companies get away with it?
16th Dec 11 08:12

!

-1

Mac

I am having problems with Talktalk and their billing. Having been promised on numerous occassions to be given a £5 per month reduction in my Broadband billing which incidently is £20 per month just for Broadband,whenever I phone to see why it has not been applied to my account am told that they 'have no record of it.' My advice to anyone is avoid Talktalk like the plague!
11th Dec 11 11:12

!

2

Scorpy51

Problems with TalkTalk ?
Yes I have had them too. I evetually got some satisfaction, and look forward to seeing next months invoice to see if it holds up.
If you have a problem, don't ring their premium rate number ring 0800 298 2981.
In addition, if you still don't get your problem resolved, write to their CEO Dido Harding. I resorted to that, and it seems my problems have been sorted. If she keeps getting e mails from dissatisfied customers, she may well change her e mail address, but for now it is dido.harding@talktalkplc.com
8th Dec 11 02:12

!

3

Elkrust

I cancelled my broadband service with TalkTalk in September and to my surprise I discovered they are still extracting the same monthly fee despite being on a rolling monthly contract with them. I have just spoken to a customer services advisor (poor soul) who advised me that at very best I would get my credit after the 2nd of Jan! I have to email them to ask for my money back. I do IT fro small firms and I shudder when I have to do an installation and my client mentions they are with TalkTalk.
5th Dec 11 03:12

!

-1

Angelin

I consistantly complained to Ofcom about TalkTalk taking monies from my account for services not provided.Glad that Ofcom had the backbone to eventually fine the company £3 million. As advised by Ofcom I referrred the matter to the Communications Ombudsman. They are financed by Telecommunications companies and unfortunately, in my opinion it shows. TalkTalk failed to have my line fault repaired and I was without Broadband for over a month. During that time I either spoke to or received emails from 22 of their employees and not one of them was capable of making a FREE phone call to BT to correct the line fault. I had no option but to change providers. To add insult to injury they kept extracting monies from my Bank Account for 3 months. I have contacted my MP who in turn contacted the Minister who deals with Communications.As i said I lodged a complaint with the Ombudsman who in my opinion are biased towards these providers.They also try to offer pathetic 'goodwill payments' TallkTalk breached the contract, took monies from my account despite not providing services and that, according to the Ombudsman, is only a shortfall in customer service. Unfortunately it looks like I'll have to resort to the small claims court as I still haven't received a penny back despite it being over a year since they breached the contract. My advice is AVOID,AVOID, AVOID TalkTalk.
30th Nov 11 07:11

!

1

Yorick

I'm changing to TT next week. My only gripe so far is the language barrier on the Indian customer service line. Twice they've had difficulty understanding me. "I'm changing to TT on 29 Nov but you haven't asked me yet to obtain a mac no." "Sorry, I don't understand". I repeat it slowly with pauses between words. "Mac number? Do you mean a Migration Activation code?" "Probably". "You don't need one" I check with Waitrose cancellation team (who have English as a first language). "If you don't use a Mac no you'll be charged £50 cancellation fee." I go back to TT and repeat this 2 or 3 times. They eventually understand and agree to use Mac no. There is a quality survey at the end of each call but they probably wouldn't understand my answers either.
22nd Nov 11 05:11

!

2

Fu^kTT/pipex

i would also add dont bother phoning TT or e-mailing them...do eveything via letter...first off phoning them will cost you fortune and you'l spend most of the time on hold and secondly there e-mail address keeps changing and you'll never here anythin back.
17th Nov 11 03:11

!

1

Fu^kTT/pipex

Im currently in dispute with talk talk/pipex after i cancelled my contract with them in august 2011 due to internet been down for days at a time. They sent me a letter out of the blue 2 weeks ago saying i owed them £64.20...and now 2 weeks later they got a debt collector dealing with the matter and have bumped the amount upto £84.20....TT are awful..they dont listen when you call and dont reply to e-mails. ive just spoken to the Ombusman complaints dept at OFCOM and they gave me this address to write to...Apparatly she's high up in TT/pipex customer service.>> corina conlon king, customer liason manager, pipex uk, PO BOX 15339, BIRMINGHAM B46 9BZ....ive been told to write to her first and failing that make a complaint via OFCOM......The best thing is i never even signed a contract with TT or pipex they just took over bulldog and sent me letter sayin i'd billed through them now.....NOTE TO ALL....AVOID TALK TALK/PIPEX or whatever they are called no matter how cheap they seem cause in the long run they'l cause you one hell of head ache....ciao
17th Nov 11 02:11

!

-1

lawyer

Why isn't Talk Talk referred to Ofcom more often? There really is no point whatsoever in dealing with Talk Talk because they act illegally every time one deals with them. I spent 2 hours yesterday on the phone, trying to help an elderly neighbour of mine whose Tiscali Dial Up password hasn't worked for over 2 months. He wrote to them (couldn't use his PC because he needs Password recognition to get Google) and they told him to use their Premium Rate line. He lives on about £90 per week! So I did it for him. I was waiting almost 2 hours so God knows what that will cost. This is extortion. I suspect they've targeted all their Dial Up customers for "problems" with their Password because they're not making enough money out of these people and want to ditch them. It's a scandal. They shouldn't be trading.
10th Nov 11 12:11

!

1

not a talk talk fan

i cancelled my account with Talk Talk in feb but they still took the direct debit until july i have been trying to get the money back with no luck since then. the customer service advisor i spoke to was the rudest most ignorant person i have ever spoke to. i have been e-mailing them nearly every day they are so stupid they cant get anything right i am so glad to see its not just me having trouble with them. if they were the only telephone company in the world i would go without
9th Nov 11 07:11

!

1

Anon

Talk talk are the worst isp on the planet. I have been with them for two weeks and already overcharged by over £100 - I have spent over 3 hours attempting to sort this out today and got nowhere. was given conflicting and incorrect information and cut off several times. It is 2-30 in the morning - I was crying in frustration and so decided to make my thoughts public. Don't touch them - whatever they offer you - they take your money and then say they have no record of having taken it and take it again - having to consult my bank's fraud department now. Really distressing.
5th Nov 11 11:11

!

-1

Priya

True say, aparantly the branch is in India. And i think thats pure stupidity if your going to have a talktalk for users in England they need a customer service here for us. We cant be talking to minors in another country thats just dumb and stupid. Who thought of that? I hate the company its given me nothing but waste of my time and money. They will have to pay for my time and money. Its not fair how they treat us customers. I hope they burn in hell.
4th Nov 11 01:11

!

-2

MikeP

"its full of immegrants who dont understand the lauguage english. "

Pot, kettle, black, methinks!
3rd Nov 11 07:11

!

-4

Priya

Im so angry and utterly disapointed with talktalk. What a dull company and they dont even have a good customer service department its full of immegrants who dont understand the lauguage english. I think that company should really fall somehow and get closed. Ive been trying to sue them and im not happy with the way they have treated me and my family. Any advice on how I could do this? They owe me over £600 and refuse to pay it back. I hate their service its very poor.
3rd Nov 11 07:11

!

-2

Annie

I bet it's TalkTalk employees who are posting the comments about receiving nothing but good service from them. Based on all that's been posted here and my own experiences with this horrendous company, it wouldn't surprise me in the least.
2nd Nov 11 10:11

!

3

Petdetective.

I can never understand the bills from TalkTalk. You pay it and think all has been cleared, then, even weeks later, it appears as if you haven't. I'm always having to ring the TalkTalk billings department to get an update instead. I asked if there was someone I could speak to about this, but have yet to get a proper answer. I'd be the first to sign a petition for the banning of overseas call centres for UK companies. Need I have to say why?
2nd Nov 11 09:11

!

0

G.Rudd

Talk talk.. I wish I could.. talk talk are the worst phone provider ever. I have been waiting six weeks for a line fault to be fixed and I'm still waiting its cost me a small fortune to call them from my mobile. I have spoken to supervisors managers and still get the fob off. If it ever gets fixed I'm of back to Bt. The top brass of talk talk should be ashamed of the service they give and a total rubbish call centre who have not got a clue what they are doing.
25th Oct 11 06:10

!

4

miserablemoaninggit

I've moved over to Plusnet for Broadband. Apparently, the equipment used in the exchanges is BT equipment - Plusnet is owned by BT. This equipment means that my Broadband speed has plummeted from the 3.5mbps it was, to 1.6mbps. And, their Customer service is just as bad as Talk Talk! Switching telephone and broadband providers is similar to local and general elections in the UK: there isn't any real choice - they are all a load of rubbish!
21st Oct 11 06:10

!

8

Paul mc

I am with Talktalk and have had no major problems with them except that a site I used regularly at Besteyecandy.com has suddenly started showing boxes with red crosses where the pictures of celebrities used to be . I have had an internet expert in and he has checked all the possible security systems on my laptop and could find no reason for why this should happen. have spoken to unhelpful assistant on customer services who deny that they ever block certain sites. dont believe them. my contract ends April 2012 and will be moving providers..
21st Oct 11 01:10

!

-6

Boblet

The next few posts should be a hoot, between the inimitable mikep & the incomprehensible W Yates.
19th Oct 11 09:10

!

6

MikeP

bill yates : If your ability to speak English is as abysmal as your ability to write it, I am hardly surprised that you are unable to communicate with call centre staff.
19th Oct 11 05:10

!

-3

bill yates

Mr w yates i have recently purchased a new modem but inthe course of 2 days it has taken up to 7 operators to get my package returned back to essential after dialect problems with operators customer services has more numbers than the alphabet why can we not have one number eend speak clear english
19th Oct 11 03:10

!

-7

Sam, the Tiger

Courtney Shea, a columnist who decided on this approach. I agree. Precisely what I do with the highest possible degree of professionalism, and I get results - in our country, at least. Sam.

Trying to make an effective consumer complaint can feel like an exercise in futility. The truth is, many offending companies are hoping that given enough redirection, rudeness and runaround, dissatisfied customers will simply cease and desist. For those hell-bent on getting results, we offer tips on how to be the little guy who wins big.
Do you complain about poor customer service?
Reach for the top

The first step in effective complaining 101 is figuring out to whom you should complain. You’ll want go straight to the top. “Don’t bother with anyone on the lower echelon. Those people have no power,” says Toronto-area consumer champion Peter Silverman of Silverman Helps fame. And don’t count on the lower-level employees to point you in the right direction, either. Mr. Silverman recommends Google as the best way to assess the management structure, which most companies will have posted somewhere on their website. If you’re having an issue with your TV reception, for instance, find the senior vice-president of cable in your area. Larger companies have public affairs departments, which will be keen to neutralize potential bad press.

Record your discontent

Consumer complaints often start with a phone call or a visit to the offending retailer. In these early stages, keep a detailed account of every person you come into contact with, their position and what you discussed. “It’s a matter of being professional, which will help when you want to get taken seriously,” Mr. Silverman says. When the time comes to write letter No. 1 (or 2 or 3), you can consult your notes and offer factual information. Also be sure to specify your expectations in terms of timeline. For example: “I look forward to hearing back from you in the next two weeks so that we can resolve this issue.”

You’re rubber, they’re glue

No matter how frustrated you get, try to avoid ego trips and temper tantrums, either written or verbal. “People think that being rude and intimidating is the way to go,” Mr. Silverman says, “but I say, remember the words of Winston Churchill: ‘When you have to kill a man, it costs nothing to be polite.’ ” In other words, don’t swear, don’t insult someone’s character and don’t say anything that will negate the possibility of a happy ending for all. “It is so important to leave an opportunity for your opponent to save face,” Mr. Silverman says.

Threaten softly, carry a big stick

Threatening is okay, but save it for letter No. 2, so that the offending company has a chance to clean up its mess. And do your research in advance. “Various industries have organizations that will advise you and maybe even take on your complaint,” Mr. Silverman says. For auto issues, consult your province's motor vehicle industry council, for faulty electrical work, go to the local licensing bureau, and so on. Include the industry group you consulted or plan to consult in your letter. If all else fails, a generic “I plan to consult my lawyer,” will let them know you’re not going away any time soon.

This isn’t a get rich quick scheme

It’s important to set out your expectations in a letter (“I think it would be fair to offer two months of complimentary cable”) and be realistic in what those expectations are. Demanding free cable for life 1) is not going to happen and 2) hurts your credibility. “This isn’t a way to get a new car,” says Mr. Silverman, although it may be a good way to get a few free tune-ups.

And don’t do this: Give up. It’s the hardest rule to follow.
Special to The Globe and Mail (Toronto)
18th Oct 11 01:10

!

7

Housebound Pensioner

I am a housebound 'vulnerable' customer of TalkTalk. Before my initial 18 month Contract expired with them their Router stopped working. After being off-line for over 8 weeks, 10 calls to South African and Indian call centres, multiple promises that a new router would be with me within 3/5 days, eventually I was told that no router had been, or could be, sent until I signed up for a further 12 months, and then router would be free. I duly did this (because I have to shop on-line and desperately needed my broadband back) to be disappointed time and time again.Lies, lies and more lies. Eventually a new router was sent and I was told 12 days later that I had not been in to accept delivery and router was at my local Post Office. You guessed it, TalkTalk had sent it to the wrong address!!!! Tracing this was difficult until I forced the Tracker No. out of TT. It was at the PO and I got back on line to find that I had been charged £30.00 for router, and although promised 2 month's line rental free for the 'inconvenience' of being off-line, no discount had been applied. I was also promised a further 2 months and calls free for Oct. and November. Before my Direct Debit went out on the bill they sent on-line (even though I was off-line) I cancelled and blocked payment. More people should do this...they don't have the legal right to take monies they are not entitled to. It is now up to TT to prove their bill is correct, which I will vigorously deny with proof of all my calls, times and names spoken to. Incidentally, I was never 'allowed' to speak to a Manager as 3 advisors confided in me that their employment relied on them being able to sort my problem (their problem) and please would I allow them to keep trying!! Bring the Debt Collectors in and let's see how far they get. I am going to Ofcom, CAB and anyone else who may be able to help me. To others who suffer from the training given by TT to their so-called Advisors, remember they will Empathise, never Sympathise; they will always be unfailingly polite and rarely apologise; they do not always put notes on the computer so always ask them to read back their version of your call before hanging up. Keep absolute notes, dates, times and names, even when they pull the plug on you. And, BE ENRAGED, in writing. Wish me luck, as I do all of you fellow sufferers.
8th Oct 11 01:10

!

-11

miserablemoaninggit

Talk Talk is probably the worst company in the UK for its inability to engage in effective communication with its customers (which is, of course ,somewhat ironic) resulting in an extremely poor value of customer service. Customers, like myself, should take the decision to abandon this company as soon as possible and, hopefully, find another that is at least not quite so bad. Goodbye Talk Talk - you have managed to provide a very 'disappointing' service.
7th Oct 11 06:10

!

17

steve

TalkTalk just decommissioned our line without no warning or letting, to say they are putting in their own lines to offer free line rental (Rather than using BT). We would have our broadband service back on the 18th Oct. I work from Home. 90 minutes of calls of being passed around, with no one taking any form of responsibility. Asked to speak to a manager. They hung up.
Will be leaving talktalk today and finding another SP. They are rude, arrogant, and totally unprofessional in every way. Stay away from TalkTalk.
7th Oct 11 12:10

!

24

obemike

On Saturday 24th September 2011 I contacted Pipex to order a Mac Code, I was told this would take approximately 5 working days. On Friday the 30th September 2011 I contacted Pipex/Talk-Talk again to ascertain where my Mac Code was in the system, I was told there was no record of me requesting a Mac Code so I asked to speak with a supervisor.

The Supervisor Mr xxxxx xxxxx told me that there was no record of me requesting a Mac Code but there was a record that I had ordered a Telephone and Broadband package with an 18 month contract dated Thursday 29th September, at this point I became very annoyed, when I asked who was responsible for the placing of this order, he told me Holly, this is the person I spoke to some 10 days earlier and after a lengthy conversation and before my telephone went dead, was, that I was not interested.

On the 28th September 2011 at 15:37 pm I received a telephone call from one of Talk Talk operators from this number 01656672900, again I repeated the same answer to her that I was moving to B.T, at no time did I order a Telephone and Broadband package from Talk Talk.

I fully expect you to look into this misselling practice and to put an immediate stop to it, also I would like you to confirm that I will not be charged for this inexcusable action by one of your operators, in addition I would like a copy of the recordings on C.D for the dates I have mentioned above.

If you are a pipex customer and on anytime calls and broadband watch out, you will be migrated to TT on the essential package which is evening and weekend calls plus broadband, if you want anytime call this will cost you an extra £4.50, but wait, this will cause you to sign up to an 18 month contract, if your exchange does not have LLU in place you will incur a further charge of £15.32.

Ofcom, you must act to stop this misseling activity by Talk Talk lets give employment to British workers move all the call centres back to the UK.
7th Oct 11 10:10

!

-16

Omet.

I joined Tiscali, about 2003.

Excellent service and customer support, was a happy customer.

Then Talk-Talk took them over.

Never ending "cold calls" from TT staff who did not speak English trying to sell me additional stuff, I think, language barrier.
Asking them to stop calling me did not work, as they did not speak the same language as me, so trying to ask them to stop was pointless.

Never had ONE cold call from Tiscali.

Went to change providers, and they (TT) insisted I wait the maximum 5 days to give me the MAC code, when we all know is comes up on the computer screen in a matter of a few seconds.

Best avoided, unless you like getting woken up at all hours by call centre staff from the other side of the world.

Talk_talk can go Walk-Walk.
4th Oct 11 05:10

!

-9

peter madder-smith

What I can't understand is why our wonderful Ofcom hasn't withdrawn TalkTalk's operating licence . They tried the Tiscali thing with me , saying my old router wasn't compatible with their systems . This is a scandalous issue . They took over Tiscali so were duty bound to ensure compatibility at nil cost to existing customers . I now have their router and my service is still lousy .
There is a radical new option , of course . Royal Mail or even carrier pigeon . They're both faster than TalkTalk !!!!
24th Sep 11 05:09

!

-20

Anonymous

Talk Talk are a nightmare. I was recently told by a TT rep that as my router was Tiscali it was not compatible with Talk Talk systems. If I took out a new contract for 12 months she would send me a router and I would be back on broadband, she also said there was a cooling off period of 14 days.

After checking my records I found I had a contract with six months to run, therefore phoned customer services who informed me that I had been put on a new contract for 18 months. I spoke to a supervisor saying i did not want the new package only to be told you are already on it now and we can't change the system. I said I had 14 days to cancel only to be told you don't as an existing customer you have 7 days. Its a total nightmare, you can't trust anyone, they change the rules as they go along. I think they prey on the older people who are bullied into contracts they don't understand or want.

If you are with TT get out as soon as you can, you can't believe a word they say.
23rd Sep 11 05:09

!

-14

pam. t.

i have to agree with "oh no not another talk talk gripe"
my experience is so much on the same vain, there people are so rude and the worst thing is that it is quite obvious that they really are not concerned at all.
so as with above and hopefully with any more of you good people out there, it is "time to cut and run" hello BT.
19th Sep 11 01:09

!

-29

Munro1739

There IS a UK call centre.... but they have just announced they are going to close it!! They claim “call volumes across the whole of our contact centre estate are down 40% year-on-year,”
HA! That's because the others gave up trying to get through or just left. I am in the midst of trying to sort out a £120 charge on my bill and have been unable to talk to anyone who can deal with it. Promised a call back within 48 hours - twice - and failed both times. Finally I received a TEXT saying the charge was valid, the case is now closed and it cannot be reopened. I am furious. I could not even text back. But I'm not giving up just yet....
9th Sep 11 09:09

!

-35

newrotic

It appears I'm in the minority but I have had nothing but helpful and satisfactory outcomes when contacting TalkTalk's customer or technical help lines, both by telephone and emails.
This includes Indian call centers.
I've been with them for 4 and a half years and numerous queries and problems have always been quickly sorted out.
I can only take as I find.
Plus I'm getting my Broadband free
8th Sep 11 12:09

!

-46

HilaryB

Having returned to BT after a disastrous year with TalkTalk, they are now threatening to send a debt collector for money I do not owe them - any advice out there, please?

Hilary
6th Sep 11 04:09

!

-25

Ivotewithfeetandwallet

TALK TALK THE BEST ADVERTISEMENT FOR VIRGIN EVER! The Talk Talk cowboys took over my previous phone, broadband and TV package from Home choice. I was not consulted on this. Then when I saw how appalling the service was, I wasn't surprised they didn't ask! Broadband connection was iffy most of the time. TV kept freezing or pixelating, particularly during peek viewing. And the phone has gone down a few times now with no explanation. The jumped up-doing-a-job-a-trained-monkey-could-do Indian call centre staff are seemingly there to further enforce the Virgin Brand by being the most obnoxious, toxic and unhelpful morons they can possibly be. Hats off to Branson! I think Talk Talk is the most creative pieces of advertising ever devised by his marketing people. And it's working a treat, driving business in droves Virgin's way! Unfortunately, my missus got conned into taking on an 18 month contract a while back...but I am counting the days. Hang on Mr. Branson, I'm on my way!
2nd Sep 11 05:09

!

-44

Falcon

First of all BT sucks. I had to get Ofcom involved with them and was awarded a nice check for the deposit I paid and they denied (bank statements come in handy) then they had to pay for the tens of pounds I had to pay on my mobile...being on hold and transfered around the globe for 8 hours straight adds up! Then they had to pay me £250.00 for the awful customer service I was forced to deal with.

NOW....talk talk.
They suck too!

I spent several hours on hold and being transfered from one foriegn voice to the next and none of them had the sense to transfer me to the correct department. I made a complaint several months ago about 900 calls showing up on my bill. I was not at home at the time the calls were supposed to be made. I live alone. So either they were fraudulent calls or my cat has a love of psychic chat or XES chat or maybe she was voting on big brother....who knows.
After 2 weeks I called to ask about how the investigation was going.....what investigation the foriegn voice asks....
So over the next couple of months I refuse to pay the 900 portion of the bill totalling £6.00 I pay the rest of MY calls and charges on the bill minus the £6.00.
I wake up this morning (2 months later) and my phones disconnected. I call them and after being on hold for well over an hour and transfered to the far reaches of India (I think) you know the place where no one speaks english....or they speak really bad english.
Finally I go out across the street to eat before I pass out and destress before I burst a vein and come back home re-energized and ready for battle.
The fifth call from me today and THEY decided my cat made the calls and I am responsible. This of course is after I was transfered to hell and back to several different demons who kept hanging up on me. I paid my cats bill, got my phone turned back on and I am leaving talk talk as quick as I can. Their customer service rivals that of BT they both should be tarred and feathered.
2nd Sep 11 01:09

!

-40

ginx

I'm having huge ongoing problems with talk Talk about billing and payment for my landline. In June I paid my bill by the automated phone system (having had loads of money taken out of my account and all the ensuing problems to get it returned I cancelled their DDM). In June I paid using this system only to be told that my £45 hadn't been paid and that they had no trace of it. As usual passed around the world giving personal details to about 4 different countires. Eventually ended up paying the same bill again and going to my bank to pull back the original payment - which they did with no problem. Oh oh same happened this month, the automated syatem didn't allocate my payment to my account and guess what Talk Talk cann't find it and have restricted my service and also increased my bill from £46.15 to £152 with no explanation!! Can't even see the bill as I can't get into my account on line. Unbelievably frustrating and infuriating I hate them and their call centres and their lack of continuity. Still battling with them but my heart sinks everytime I have to call them. Hate them can't wait to leave.
1st Aug 11 07:08

!

5

miserablemoaninggit

talktalkhell, no need for all the words in capital letters - very irritating. However, I understand your frustration, their customer service is generally very poor and, as is so often nowadays, clearly indicated by their use of the cheap foreign call centres.
gos, you are right about their incessant phone calls. They happen so frequently that it amounts to harassment, and it was a devil of a job to get taken off their marketing list. Even after this, I found that I still could be contacted with the 'latest offers' etc, and that to end this option, I had to go into my online TalkTalk account, choose 'My Details' and untick the option that allowed TalkTalk to contact me about offers and promotions.
I certainly would never recommend TalkTalk, and I'm only still with them because, let's be honest, BT isn't much better - they too use foreign call centres.
30th Jul 11 05:07

!

-64

talktalkhell

I have been with Talk Talk since September last year and within that month they had taken out two payments of the connection fee which cost a total of £139.98!!!! I have endlessly contacted them to reimburse me with £69.99 and yet every time I call them I have probably traveled around the world a dozen times to end up at the first person I contacted. AND BY THE WAY 8 MONTHS ON I AM STILL WAITING FOR TALK TALK TO REIMBURSE ME THE CONNECTION FEE!!!!!!!!! AND YESTERDAY THEY HAD THE AUDACITY TO CONTACT ME TO HAVE UPGRADES ON MY MOBILE PHONE!!!!! TALK TALK ARE AN ABSOLUTE JOKE!!!!!
26th Jul 11 10:07

!

-30

gos

I have just moved from talk talk to B.T.
From the moment i moved to T.T they would constantly phone up to try and get me to purchase their broadband despite me telling them over and over again that i wasn't interested.
Back in June this year however they offered me a contract inc. broadband that worked out cheaper than the contract that i was on. They told me that i didn't have to use their broadband, but could use it as a back up.
I only accepted as i had a so called '14 day cooling off period'.
However, doing this has been a massive mistake.
I decided to cancel, but they still charged me a £30 connection fee. I have argued this ever since. I have emailed and emailed. They have basically said that it is their company policy, and that they are going to keep it. Even though i had cancelled the new contract way before the time was up. They even emailed me to say that they were going to disconnect me, before i had even decided i was going to leave!!!
The latest emails that i have got also is that they claimed that they couldn't find my account details. So i sent this 2 times including the telephone number it referred to.
The last one said that it wasn't a customer service matter and that i need to phone the sales dept.as they were the ones to sold the upgrade to begin with. What?????
Surely, no matter which dept. first dealt with it that customer services could still sort this out.
I warn anyone who is seriously considering Talk Talk that they call you non-stop (despite not being on their phone list) trying to get you upgrade. DON'T DO IT!!!!!!!!!!!
26th Jul 11 10:07

!

78

May

I do not reccommend talktalk at all. They are the worst telecommunications company I have dealt with. Myself and my brother have called them up about the poor connection we receive. We got put through to different departments and soon they were able to establish that my line wasn't stable (something of which I could have told you myself). I had an engineer call me to check my line and his solution to my problem – send me out a new router. Otherwise it would be £130 to purchase one. Then, I was put through to the loyalty department where the guy tried to sell me an upgrade, fibreoptic broadband. [my internet is disconnecting more than 10 times per day, I cannot stream videos, load webpages without my connection dying... i pay £30pm for this below par connection] Told them i wasnt interested in upgrading and they would send out my router… Quite happy that I could soon get my internet fixed, I called them up again to confirm that i would be getting my "free router " and found out that i had also signed myself up to another 12 months. As soon as i heard this i immediately asked them to cancel my order and cancel my contract. Was told to call back in 24-48hours. In my opinion talktalk will try anything to extort more money from you. The engineer did not fix my problem but signed me up for another 12months with them. Once my contract is cancelled, I'm moving.
19th Jul 11 10:07

!

-24

TALKTALKNAF

I've been with Talk Talk since they took over Tiscali. God, I thought Tis cali were bad but Talk Talk are worse. My broadband constantly drops out, in fact about 5 times per hour. I have contacted them, been transferred to just about every incompetent 'technical assistant' in India and have been told that the only way they can resolve my problem is to purchase a Talk Talk wireless router [ why? I have a brand new Belkin router!] so they can diagnose the fault or I can sign up to a 12 month contract and get one for free. They are trying to blackmail me. THEY ARE CRAP!!!
19th Jul 11 07:07

!

-62

Boblet

I ditched Talktalk when I moved house. I was already paying my partners bill with Virgin so when we moved in together at a new address I opted to stay with Virgin at an agreed monthly charge of £43. Guess what Virgin managed to crank the bill up to £124.
1st Jul 11 07:07

!

46

Groucho

I am one of the lucky ones. TalkTalk cancelled my order before I even got the service. Phew what a narrow escape! They said even though their fault their IT systems could not permit me having the service back since it was an offer that had expired. They had the cheek to try to sell me a more expensive service.

Passed from sales team to customer services and back again with different brands of rudeness and indifference, what I really wanted to say was 'hello cowboy where is your lasso!' I got various responses from 'you don't seem to understand our IT systems can't do this for you' to 'no-one here can help you' to 'I will call you back' and not bothering to putting the phone down on me.

When I asked would you be unhappy if someone did this to you they told me 'yes but our IT systems can't help you'. I would suggest TalkTalk place customers lower in the pecking order to a dumb machine. As moving house in the nexrt few months I would imagine this would be just the tip of the a very slippery iceberg!
30th Jun 11 10:06

!

15

Ruby

Our problems came about when we moved house, if you are with talk talk never move house. We moved in December to a rented house and never got broadband even though we phoned on a weekly basis, then moved into our own house here we were without phone or broadband and when ringing from someone else's house on many occasiions the batteries ran oiut of the phone so we lost connection with talk talk after holding on for over an hour, we went all over the world India, Africa you name it nobody did anything, I said they were the worst Company I had ever dealt with. Now all is well we have phone, broadband and mobile with no problems, but never never move home.
30th Jun 11 06:06

!

26

Angelin

I am one of the tens of thousands of TalkTalk customers who have had monies taken out of their bank accounts by TalkTalk for services not supplied i.e. customers who have cancelled or transferred the services.The reason I had to cancel was that TalkTalk refused to report a line fault to BT despite being requested to do so one two occasions. This resulted in us not being able to have internet connection for nearly five weeks and a deterioration in phone line qualityThe number to report a fault to BT starts 0800 so it would have cost TalkTalk nothing.We tried to report it ourselves but BT will only deal with the who its contract is with (TalkTalk) We are now with BT which although more expensive, gives us peace of mind if another line fault occurs. I have complained to Ofcom (which everyone should do, so they can record your TalkTalk complaint).Ofcom made TalkTalk pay 62,000 customers compensation for taking unauthorized monies from their accounts. I have also corresponded with my MP and many cumsumer organisations and programs. I have also been approached by a BBC consumer program who are featuring this appalling company in a future episode. I think 62,000 customers is only the tip of the iceberg.
30th Jun 11 06:06

!

85

no talk talk

ever tempted to join talk talk ? imagine your worst nightmare x 1000 then you will get the picture
28th Jun 11 01:06

!

83

Angry Val

they are below extremely poor, words really cant describe the appalling stupidity & rudeness & utter useless customer service given by this dreadful company, without a doubt the very worst company I have ever ever EVER dealt with. I just want to get away from them & forget they even exist, if ONLY they would cease trading, what a joy that would be!!
26th Jun 11 03:06

!

-45

very disappointed person

As soon as my contract is up it will be canceled .. They have just added a boost I do
not want to my account .I went to the help section and asked how to remove it. simply untick the box it said . you got it, it will not do it.. They also tell me this will cost me another £5 per month .
I am not even going to waste my time with a phone call , last time it sounded like Africa and I could not understand a word
They seem good at getting customers > How good are they at keeping them ??
21st Jun 11 09:06

!

3

Is this england??

My elderly mother switched from BT to Talk Talk after being bullied into it by salesmen. Now all I seem to do is phone them up every week on her behalf to sort out connection problems, continuous dropping out on broadband, extremely slow broadband and the re-occurring billing problems telling my mother that she owes money. They sent her a new router promising that if the problems continue she could leave without paying a fee, this was later refused when she asked to leave a month later. We have had to endure mickey mouse clapometer style graphics from "engineers" telling us how super fast our broadband is and are spoken to like idiots when we are confused after being blinded by their jargon. This company is an absolute disgrace and should be made to cease trading immediately. There are laws in place to protect us from this kind of poor service so why isnt anything happening??
17th Jun 11 06:06

!

65

stevie56

They took over Onetel and things just got out of hand.

A dialup service for which I was charged £15 per month results in being disconnected 8 times in 10 minutes.

Service?

I could do better with a piece of string & 2 tin cans!

Stevie
16th Jun 11 08:06

!

-20

Tones

Please have nothing ever to do with TalkTalk and their customer service if ever you can - do not be tempted by the spiel - it's all talk, a lot of hot air!!!!!!!!!
15th Jun 11 01:06

!

-26

Tones

Please have nothing ever to do with TalkTalk and their customer service if ever you can - do not be tempted by the spiel - it's all talk, a lot of hot air!!!!!!!!!
15th Jun 11 12:06

!

4

Gruntled

It is a bit worrying when TalkTalk's solution to a reoccurring connection problem is to switch the Modem off, wait 10 seconds, then switch back on. Doing this on the rare occasion would not be an issue, but not daily, to me it is just a plaster, because their technicians don't know how to resolve the issue. Unfortunately tied to a Contract or I would be back with BT where I had no probems. I was happy to sign up with TT based on their pricing compared with BT, should have known better.
14th Jun 11 08:06

!

-43

Having a huge wanger never put

We should all just leave these companies and snub them until they give us what we pay for.
13th Jun 11 03:06

!

21

I am no fudge nudger

I laugh in disbelief when I see a Talk Talk ad on telly. HOW DO THEY have the nerve to even try and make us believe that we will fall for their pretty adverts and fall at their feet?!
13th Jun 11 03:06

!

30

Don't need you to ruffle t

Ain't it funny when you utter the 'c' word to these companies (court). They then immediately make a dash to grab the most pointless token gesture to fob you off with. They will offer you anything but your cold, hard earned cash back and an heartfelt apology.
13th Jun 11 03:06

!

-12

Ian

I threatened to take them to court because of loss of service so they sent me wireless router
11th Jun 11 12:06

!

24

rex_imperator

I too have been having trouble. Talk Talk used to provide an advanced voicemail feature (for a cost) which enabled me to collect messages from afar using a dial in and pin number. The service stopped working in March. After several calls (for which of course I had to pay) I established that the service had a technical problem which would cost too much to repair so TT were not offering it any longer. I asked about a refund and to stop paying going forward and was told charges would continue unless I chose to downgrade, which would mean a separate call on a separate number. Instead I wrote to them (I didn't have another hour and a half to spare - writing was quicker) and received an apology together the promise of a refund plus ten pounds. Of course, the next bill came and included neither the refund nor the tenner, but an additional charge for the next month's non-service. I phoned about this and was told that as the person who wrote the letter didn't have the authority to do this the charges would stand.

I have cancelled my account and moved to a different provider (not BT - that was too, too painful) and reported TT to the Ombudsman who has accepted the case. When my final bill arrives, it won';t be paid without several deductions, including for my time. I am a professionally qualified person and charge my clients by the hour for the services I provide, based on my intellectual knowledge and skill. I will charge TT at the same rate and this means they will owe me. I have no qualms about going to the small claims court if they refuse to settle and recomend that approach to anyone.
8th Jun 11 08:06

!

12

Boblet

I was a Tiscali customer then a Talktalk customer by default, I am changing address so I rang Talktalk to inform them that I was cancelling. The guy I was talking to said I could not cancel. I pointed out to him that I was not asking him, I was informing him out of courtesy, to cut a long story short he was having none of it. At one point the conversation got quite heated, I said I was glad we were both recording our conversation, he really took off then, shouting down the phone that I was breaking the law in recording our conversation. He said he was not going to cancel my arrangment with Talktalk & hung up. All their email addresses only ask questions I could not find any relevant questions to answer. I have now written a letter informing them of my decision to cancel. I have informed my bank so who knows what will happen next?
6th Jun 11 10:06

!

16

BERT

Since Joining TALKTALK in DEC 2010 I have never had a correct monthly bill, every Month I make the same phone calls to 'MANILLA/Philipines' and get the same apologetic response over and over and over again for the same problem ....I am being charged for the TISCALI B/B SERVICE I no longer use as joining T/T I have THEIR B/B service called ESSENTIALS !! ...

Also from the day I joined them I had zero service of any kind at all for 5 whole days !!!!!

FRANKLY THEY ARE A CRAP COMPANY and as regards talking to or even getting hold of anyone here in the UK is asking the impossible ...

NO WONDER 'OFCOM' ARE DEALING WITH THE COMPANY !!! I WILL be leaving TALK TALK by NOT PAYING ANYMORE INCORRECT BILLS , THAT WILL GUARANTEE CORRESPONDENCE FROM WITHIN THE MY HOMELAND ==THE UK
6th Jun 11 10:06

!

7

crossed line

I'm trying to move from TalkTalk back to BT and am finding both sides a nightmare to deal with.
After making an order with BT to switch back to them to take up their Springwatch offer of 3 months free calls and a BT hub, TalkTalk called me and said I would be liable for termination fee of £113. However, if I agreed to give TalkTalk 28 days to try and resolve my 'issues' (apparently this is an Ofcom rule) and I was still not satisified with the service I would not have to pay the fee. Fine. I rang back BT to ask them to move the date of the switch over back to allow for the 28 days. I thought this would just involve them changing the date on their paperwork. Oh No! You have to cancel the order and make another one.
Can I do that now?
No you'll have to phone us back tomorrow once that cancellation has gone through.
I phone them the next day and the BT man asks if I'd like to keep my telephone number?
Yes,please, say I..
Oh sorry there's now way we'll be able to do that. It's got a stop on it.
Have TalkTalk thrown a spanner in the works?
TalkTalk say there's no stop on the line. There's no reason why I can't keep my number.
The problem is I can never talk to a supervisor or anyone in authority who can cut through this bureaucracy and talk to me like a human being.
BT are carrying on as if these circumstances have never arisen before with someone trying to join them from another provider. I'm a potential new/returned customer responding to their offer, bringing them business and I'm being treated like an inconvenience.
6th Jun 11 02:06

!

12

alwerner

Good in marketing,
poor in delivery,
no corporate responsibility.
2nd Jun 11 09:06

!

2

Scorpy50

I had a great service when with f2s. Now TALKTALK have taken over it's not good at all. I had been using a wired netgear router which was great. No problems at all. I then decided to go wireless. Bought a new netgear DGN1000 wireless router, got it all set up and working (after a few phone calls mind). Worked great for 3 weeks, then bingo, problems start. Lost connection to internet. Made calls to TT, they eventually said there was a problem at exchange. That was apparently sorted after 3 days, but still no internet. They eventually sent out an engineer, with TT router in hand. Amazingly as soon as he connected it, internet was back up and working. However neither of the netgear ones would coonect. Now why is this I wonder. Am I being cynical. I am now waiting for the bill form TT, which I will discuss in depth with them, but can anyone explain why, the only router that now works is the TT one ?
1st Jun 11 02:06

!

0

tomdoley

Have been a tt customer for 3+ years & at the start they were ok,then in roughly december 10 we found a problem with our phone line that made some calls unable to use,it was just a lucky dip if you were able to phone som numbers,sent tt an email because we cant even phone them,that was april,just kept getting silly emails to phone them,but as I said to them I was unable to phone them,so 1 day I went to my neigbours house to use there phone,explained to them about my situation and asked could a member of staff phone me,told them that I am disabled & that our phone is really vital for me,the opperator told me that there was no way anybody coul do that,that amazed me that a phone company could'nt call me back.The emails went on and on I would say at least 20+ emails,still no help,in the end just told them that I was moving to another isp,asked for the mac code but when I gave it to my new isp it came back as invalid for at least 2 weeks,am due to transfer to new isp tomorrow so just hope it all goes well,told tt that they were the worst company I've ever dealt with & if they keep treating there customers this poorly they wont be around for long,so my advice to anybody thinking of getting broadband to stay away from talktalk please.
1st Jun 11 01:06

!

0

COLIN NEWMAN

still waiting for my refund over two and still going on from ther careing customers services they think ther to big and so they can treat joe public however ther like ther service is a joke keep away from this so called service ,,,,
18th May 11 02:05

!

0

skunky33

I myself am also having issues with talktalk I was a tiscali customer, talktalk has taken over tiscali so I in-turn became a talktalk customer,

TalkTalk are indeed the worst company I have ever dealt with, in any capacity
since they have taken over tiscali a cataloge of errors has resulted
i am now in the process of an official complaint with the ombudsman

best advice I can give, leave talktalk and goto another isp
next best advise I can give never use those idiot call center fools for your complaints, go direct to the higest complaint level when that fails, save all your emails after 8 weeks contact the ombudsman
this is the main complaint email clm@cpwplc.com once you contact this email they will call you the next day and assign one of the chumps below or a similar chump to take up your case

ryan.sadler AT uk.tiscali.com clm AT cpwplc.com JonesR AT cpwplc.com antony.coyne AT talktalkplc.com jenksJ AT cpwplc.com

these guys do speak English rather better than the call center staff although this doesn't help too much because they will most likely make a mess of things too

but its the quickest route to the ombudsman .. which is all you can do, other than that just leave and find another isp to mess you around
17th May 11 10:05

!

0

SamWoe

In view my comments, Why? My rating. Well some of the setup is very
good - But top management really need to rapidly stop the decline.
Its as though their culture has been invaded by a terminal disease.

Just use it & pay.- (Their direct debit setup is suspect!)
IF YOU NEVER NEED THEIR SERVICE - TALKTALK IS BRILLIANT..
Technical people are good too.

However that said, customer service from India, Phillpines, Ireland,
Birmingham & Southampton is the pits. Poor policies + systems.
There are people in high places who I would not wish to work on
my dustbin round. The sooner they are cleared out the better.
Otherwise staff, shareholders & customers security will continue to plunge.

Fortunately the very top of TalkTalk is endeavouring to address the failings,
but frankly if it was me in charge, I'd have these highly paid amateur's guts
for garters, though if I was a lady gaffer - suspenders! (As she is!)

Colleagues, have this year, sued the company after TalkTalk threatened them,
got paid over a hundred quid for errors, been cut off because TalkTalk failed
to use an active Direct Debit - running up huge (to them!) bills.

All very sad, the company I'm sure has a lot of committed staff, but the group
seems hell bent on driving customers to competitors. Incidentally Talk Talk
directors appear to have brought in a new version on Customer Service -
Its called 'Go Away.'. Even to long established originally contented surfers.
So I am.
17th May 11 08:05

!

0

Richard -Wales

Just tried to get a MAC code from these - unbelievably bad customer service and arrogance! Little chance of any of these winning customer awards and just waiting to see if it arrives in the said 3 - 5 days.........
16th May 11 06:05

!

0

peter mader-smith

Over 20 minutes to get their main screen today . All this since a friend in the village became a talktalk customer . Now where did I put my carrier pigeons ?!
15th May 11 05:05

!

-1

BRINGDOWNTALKTALK

I cant retrieve my emails all the time. I cant now send an attachment to customers.
what are you doing? Do you know that Talk Talk are making large profits. Do you know that they will make huge profits when we cancel our agreement because they will steel your money.

Time for tv to investigate.

Printing Company in Hampshire
Watch out talk talk .. you are being reported to tv programme as we speak
15th May 11 03:05

!

-1

Hills

I had good service in fact no issues at all for nearly three years. However in the last eight weeks I have now found out how bad they are. Intermitent internet, engineer who had broken equipment, socket hanging off the wall due to engineer. Now they have managed to break one laptop, asked me to reconfigure something and can only access internet via ethernet cable. Horrific! DO NOT USE THIS COMPANY
13th May 11 04:05

!

0

getaproperphonecompany

incomprehensible billing system which even their staff cannot work out!! I have paid every penny of phone calls I have made. However unfairly billed for not having e billing or direct debit having given no notice of the introduction of these money making devices. I have left them but still issuing meaningless letters asking for money.
13th May 11 03:05

!

0

Caz

What a rubbish company - role on the day I can dump them!
12th May 11 12:05

!

0

NickJ

In Dec 2010 TalkTalk offered to provide telephone and broadband services on my residential number. As this is a rural location (13 km from the exchange) I insisted that they confirm that the broadband service was technically feasible. They did, but have never been able to provide the broadband service.
I transferred the telephone service back to BT and paid a reasonable sum for the telephone service that had been provided. TalkTalk continued to demand the sum that they considered to be outstanding - some £15. I responded to each letter explaining the history of the dispute. I have received no response to any of my letters, except progressively more threatening demands for the sum that they consider due.
TalkTalk have now passed what they regard as a debt to a debt recovery agency (Roxburghe). I have written to them explaining that there is a valid dispute which TalkTalk have not addressed enclosing copies of the entire case correspondence. They do not respond to my letters. Instead they are getting extremely threatening and are proposing legal action to recover a sum which has unexplainedly quadrupled.
TalkTalk have completely failed to grasp the fact that their initial breach of contract makes any demand for money null and void. They appear to have no ability to handle complaints except by attempting to intimidate the customer into paying an amount not due. I would not recommend anyone to have anything to do with this company.
11th May 11 03:05

!

0

Martha Shaw

My husband died at the beginning of 2010 - the TalkTalk account had been debited from his bank account which on his death was frozen. I immediately informed TalkTalk and requested a bank debit mandate form in order that they could be paid from my account. Eventually a form was sent to Mr............. Deceased! This delay resulted in a telephone call from somewhere in India (or from someone speaking with an Indian accent) asking to speak to the person from whose bank account the deductions were taken and upon being told that that person had died the reply was "being dead is no excuse". Eventually after more hassle the correct bank mandate was sorted and I continued with TalkTalk until I moved house. This caused more hassle as TalkTalk refused to accept that I had moved to another part of the country on the day of completion of sale and purchase of my property. They really should spend more time ensuring that their employees know the meaning of "customer relations".
9th May 11 08:05

!

0

arnie

ive never dealt with such an awful company in all my life, I have left now and would not reccommend talk talk too my worse enemey!
7th May 11 10:05

!

0

jayx

is sometimes quite slow & not always on line like today couldnt get on my mail to ans some but better later
6th May 11 12:05

!

0

peter madder-smith

How about this . I can get the internet . I can also find TalkTalk through Google but I can't select the website of my so called internet service provider .

Are you listening/watching Ofcom ? Do you even care Ofcom ? No. I suppose not > You both just keep taking the customers' or taxpayers' money and keep doing nothing . Nice if you can get it !!
6th May 11 09:05

!

0

yyppiz

Talk Talk not at all interested in the needs of the customer only profit. Replies to letters come by phone ? Misinformation given about other providers but over phone there is no record. Head against brick wall , no sense anywhere only company line. Avoid !
5th May 11 01:05

!

0

Steely1

Do not go with Talk Talk. I went through the move house process as I was relocating to the Northeast. I placed the order on 11th Dec but couldnt get an engineer to install the line until 28th Jan. By April I still didnt have broadband on my line and eventually gave up with talk talk and went with BT who gave me broadband within 11 days. Tried to transfer the phone line to BT but now having to have a new line as Talk Talk wont transfer the number and have now been cut off by Talk Talk and have no phone or Broad band!!. Wrote sereal letters of complaint to talk talk and oftel yet to no avail.
5th May 11 01:05

!

0

Lofty Lincoln

I endorse everything bad that has been said about talktalk in the past and any future adverse
comments .
thankyou for an abysmal service
4th May 11 06:05

!

0

Neil

I am leaving Talk Talk ASAP. They are abysmal, we have been cut off without us knowing because we were with Tiscali who they bought out so we were automatically transferred to Talk Talk. When we found out we could not make calls it automatically diverted us to them. We were then told that our direct debit had failed because when they transferred us from Tiscali to Talk Talk the direct debit was not recognised. They did not inform us that it had failed 2 months ago so we have had to pay the outstanding bill with a debit card to clear the balance and now we have got to wait 48 hrs to be reconnected. This is not the only problem we have had with Talk Talk. DO NOT USE THEM!!
4th May 11 06:05

!

0

Cliffuk

I have been trying to get talktalk to install a phone line for nearly a year now. In fact they have let me down 8 times to date, I have also tried BT twice and they have also let me down, but they don't lie like talktalk. I do not know what to do. I need a phone line!
4th May 11 01:05

!

0

miksky

Why oh why do anyone bother with talktalk ,you will never ever get any decent speed ,tech support,customer service ,satisfaction etc etc ,you'll waste your time trying to get them to give you anything like a decent service that's why they're the most complained about telecoms company see the Ofcom website and also why they've had to pay out 2.5million quid in compensation ,they will never improve so why bother persisting with them do what everybody else does and just cut your loses and sign up to the future of phone and broadband...CABLE!! come on people wake up and smell the coffee ,since we ditched the goons at Talktalk and clicked over to Virginmedia we now get what we pay for talktalk promised up to 24meg we got no more than 1.8!! but now we pay for 10meg with VM and get 9.8....the sooner Talktalk drift into obsurity the better they deserve it for the way they treat they're paying customers.
3rd May 11 10:05

!

0

Neal H

Hopeless, cant get hold of them and looks like they are over charging me.
3rd May 11 03:05

!

0

peter madder-smith

Here's another . To send the last message took around 1 minute . Sooooo fast !
2nd May 11 06:05

!

0

peter madder-smith

So , since I last moaned my speed has dropped from 2.9Mb/s to 2.2 . Well that's the advertised rate but it just took 15 minutes just to get the main TalkTalk screen up . It took about 20 seconds then to get this site . I'm out tomorrow to buy some carrier pigeons !
2nd May 11 06:05

!

0

Jack Pryce

Stay Away From This Company. They are unable to provide you with a good service and when you need help because of a problem they have caused you'll be put through to call centres in India or South Africa who you can't understand and they don't do anything to help. Once they've got your money that's all they're interested in.. STAY AWAY FROM THIS COMPANY... unless you want to spend days trying to get a working service or a refund. Even cancelling is a nightmare. Just look at all the compaints to ofcom... why is no-one doing anything about them?
30th Apr 11 04:04

!

0

Peter Madder-Smith

This company is a farce . Someone is taking money illegally because TalkTalk is supposed to be an Internet Service Provider . They don't understand the principle of service provision .
I've contacted Ofcom who also doesn't understand the role given to them by us , the salary payers . If they did , TalkTalk wouldn't be allowed to "trade" . Maybe the Police should be handling the TalkTalk complaints . I thought theft was against the law . I know they steal my money .
29th Apr 11 02:04

!

0

Richard

don't switch to talktalk!! I stayed on promise of free broadband, strange I got charged for next 3 months, which they refunded and then cancelled it in November 2010. talktalk said they could reconnect me in 2 weeks, so I waited and was then told it would be another 4 weeks after christmas! I joined plusnet (would recommend) as needed broadband for Christmas shopping

wanted to move to anytime calls, was told this would happen in january 2011, in april 2011 still on evening and weekend package, yes they are refunding calls but only after I phone them

join anyone else, can't wait till my time with them up
27th Apr 11 03:04

!

0

Klingon96

They are ripping me off;' They sent 2 bills last monthy as the email isnt working as this computer is fit for scrap they send post billl (1-48 a bit cheeky]They also nowsend me bill foe evg and weekend calls which I dont want or use I only have it on until 1800-200 then unplug it as we only expect call from Poland onece a month I use portaphone pay as ypou go for texting. Estate agents Job Centre and potential agencies have portaphone no as well as landline no Dont really need landline except for incoming calls at times.So ive written 4 letters to them as well a s to MP,Watchdog,and Ofcom. They also chartge 4-50 for no direct debit I stopped these when ahd to sign on dole and we are on disability at moment as cant get job and strying to sell up to move to cheaper nicer and friendlier area in Norfolk or Lincs.If this is monthly rather than yearly its £54 a year which I cant afford and object to paying for NOTHING Just like 3 They do this too!When I sell home im going back to BT or have a fairer and friendlier operator Talk Talk is crap.I Object to paying for evg weekend calls I dont make[Phone unplugged]or for not having direct debit which I wont have as it makes me overdrawn and those sods at Barclays also rip off the unemployed too as I intended to go back to RBS on that score too!
26th Apr 11 04:04

!

0

michelle

I have been a talk talk customer for nearly 4 yrs, the last year or so I have had to complain loads of times. ie charging me for calls I did not make, slow internet. also when you ring to complain the people who you are talking to do not have a clue, also speak to you as if you have caused the problem not them as a company. I am fed up with complaining to their company and banging my head against a brick wall. on the 31st of march they took money from my account for my phone bill, but the contract I have is they take the money 9/10th of every month, so they took money that I had left in there for other bills then I got charged £75 in bank charges, which I rang up and complained also sent emails, they are not accepting liability for this error, they stated that they sent me a email telling me that the direct debit date had changed, I did not receive no such email which I told them that, also the said that they would not refund my bank charges. I get paid every 2 wks and am on benefits as I am disabled and they have really upset me with their attitude. how do I go about reporting them to ofcom.
23rd Apr 11 01:04

!

0

colin clifford

I mad an unfortunate mistake I believed the talktalkbusiness salesman my broadband speed dropped from 5.2mb to 1.6 one hour after they took over my broadband They promised a faster bb service a faster response time from English call centers (response time on first call 1hour 45 minutes) only to be told "Its not the call center you need I will transfer you to our broadband section" again another wait for 1hour 15 minutes. Now handing the case over to oftel will be leaving as soon as mac code arrives but will not pay the £300 they say they want for cancellation.At this time if you want the worst service go to talktalk business formally OPAL
22nd Apr 11 10:04

!

0

dereke

Talk Talk broadband is fine if you want to use it a 3 am in the morning but trying to get an acceptable service between 6 & 11 PM forget it, have spent hours on the phone to their Indian call centres & they are just not interested in helping resovle the problem.
As soon as my minimum term has expired I shall be switching.
21st Apr 11 02:04

!

0

Sarah

Talk Talk are the worst ever company that we have been with. There customer service is terrible. They promise things that they don't deliver..and just yesterday 18/04/11 we rang for technical support, they kept us on hold (supposedly trying to sort our problem) until the lines had closed without any furtherf contact. We have now swapped to BT, I hope talk talk goes bust! If you are reading this then you are obviously having problems with talk talk..i suggest you find a better company!
19th Apr 11 10:04

!

0

barney

as acompany over all poor cant understand agents I CANCELLED my account in november for poor sevice no one could help me with the `broadband problem since then I have had four or five bills all differant amounts now they want me to pay 37.00 for a poor sevice or they will pass on to a debt agent
18th Apr 11 03:04

!

0

chadders

should carry a health warning, I have never experienced such incpmpetance
from so many people working for the same organisation-------------- it must be in their training
17th Apr 11 05:04

!

0

CHADDERS

as reported early April I have spke to 22 agents + 2 emails , out of frustration I sent a letter
addressed to the chairman with coppies of my incorrect bill, a copy of my bank statement
showing they had been paid ,and a letter explaining the problem yesterday I received an answer
asking me to send a copy of the bill , a copy of my statement, and a letter explaining the problem. THIS COMPANY SHOULD CARRY A HEALTH WARNING.
it gets worse I decided to scrub the money and change I S P SO ON THE 8/4/2011
I ASKED FOR A MAC CODE TO GIVE TO A NEW PROVIDER 2 days later it arrived with an
expiry date of 24/03/2011
17th Apr 11 05:04

!

0

pamela

Ihave reported that I am getting phone calls to say there is a vires on the internet they are calling from china,now they say they will clear it as our internet all over the country will crash they say its for nothing to pay then at the end of the chat they wont a 125 pounds and arking for your bank sorting code I had three phone calls about this.I did phone talk talk and the lady never said much.I feel you need to let others know, my mate got three phone calls about this and she is with talk talk,i now have reported this to the police but you need to let people now this that are with talk talk.xp3lady@bigstring.com
13th Apr 11 10:04

!

0

Terry Housham

We have been with Talk Talk for several years, since October 2010 we stopped paying by direct debit, and started paying them by card or bank transfer into the account they provided us with.
In Nov after we had paid twice they contacted us to say they had not received November payment.Later they found this payment (after numerous phone calls) and it was credited to my account. However we are having phone calls daily from a credit company who are chasing us for this money !
We have bank statements which we have sent to them, several times, showing that they have had this payment. They are still phoning us asking us to pay this "MISSING" payment. Further to this, even though we have carried on making the due payments, we are now getting phone calls every day asking us for charges for this payment.To make things even worse, we are getting phone calls now saying that we have "MISSED" March's payment !!!!
It would help if we were able to speak to the same person twice, but we get someone different every time.
Our next step is to contact a solicitor, as this is amounting to harassment !!!!!!!
13th Apr 11 12:04

!

0

angry customer

I have been trying to join talk talk for the past 3mths, and im yet to make a phone call or use my broadband.but guess what they didnt forget to take £29.99 for my account. I think its wrong what they are doing, if I had read this forum before I wouldnt be here now. I f anyone is thinking of joining talk talk dont, pay that bit more and get sky or b.t cant go wrong I think...............
11th Apr 11 05:04

!

0

simmy

total crap they are charging my mum who has been a Talktalk customer for the past 3years for broadband. Its is near impossible to get someone at their Contact Centre in the Philipines to understand that she doesnt have broadband, can hardly work her tv and dvd player
11th Apr 11 02:04

!

0

Boblet

Khaled how was it listed on your bank statement? Did it say card purchase?
9th Apr 11 03:04

!

0

khaled

talk talk company charge me last month 60 pound with out reason
9th Apr 11 02:04

!

0

Stu

Received a letter fro talk talk back in March2011 stating would be on talk talk anytime phone package from 15th April 2011( I was a former tiscali customer). Price increase on my phone package from that date, but they have implemented the increases from 15th Mar 2011, a month early! Have being told would recieve a credit for the 'error', when I told them I had contacted Ofcom. Wonder how many former tiscali customer may of missed this billing 'error'
9th Apr 11 11:04

!

0

Skid

I voted as high as 'Extremely Poor' because there wasn't one lower. For the twenty months of long acrimonious, frustrating and agonising time with TalkTalk, 'Extremely Poor' seems quite complimentary.
8th Apr 11 10:04

!

0

Boblet

AlanW I am having problems with talktalk as I have said in previous posts. I bank with Barclays so I am a bit concerned, did they say the break with barclays in writing?
8th Apr 11 03:04

!

0

Hussain

I have been trying to add any time call plan since December 2010 and we are in April 2011. The service is very poor and customer service is very bad as they do not understand what you want to achieve or what you are trying to do.
8th Apr 11 01:04

!

0

alanw

Talk Talk have told us that they can no longer collect direct debits, or even card payments from Barclays Bank. This means that every month we receive demands & have payment problems. This seems strange as Barclays is a major clearing bank. Based on the comments below, I suspect that Barclays has barred Talk Talk due to the huge number of complaints.
8th Apr 11 11:04

!

0

Simon Fisher

I wanted to cancel my contract (due to end in May anyway) as I am moving. And I hate Talk talk. Anyway it seems a "new" contract has appeared under my name ending in April 2012. I signed no new contract, I did not take any extra service, in fact I was in dispute with them at the time (3/11/2010) as my email wasn't working. Nobody can tell me how this new contract came into being. I cannot think of two more fitting words than LIARS and EXTORTIONISTS.
7th Apr 11 11:04

!

0

dre

I went talk talk thinking it was a good thing but how wrong was I they told me I would get to go live within 2 weeks I ended up waiting a month and when I phone to complain they kept transferring me nobody new what they where talking about and I couldnt understand half of them they kept telling me different stories everytime I phoned so I decided to go back to bt which I was online within 7 days if anyone was to get a reward for having such poor customer service talk talk would get it with flying colours.
6th Apr 11 09:04

!

0

SB

Just today my wife gets home to find phone and internet barred. reason, they didn't collect the Direct Debit, actually, scratch that, they did but they collected £0.00.

Cretins.
6th Apr 11 04:04

!

0

Mohan

They are probably the worst when it comes to customer service. The guys there do not provide (or do not know) the complete information. They pass you on from person to person and even the seniors cannot provide satisfying answers.

I was moving house and the guy said I need to sign a new contract or else they were happy to cancel the existing contract and wanted me to pay £ 54.00 cancellation charges. When I asked to speak to the manager he was reluctant to pass me on. Even the manager could not provide any convincing answer. When I brought to their attention that the new customer get a 9 month half price deal and can he not do that for me? He said 'NO' but can pass me on to an operation person who could...........Now, this lady for the first time (after speaking with 4 consultants) informs me that I need to pay £49.99 transfer fees which she was willing to give me for half price.
This was a horrible joke, getting penalised for moving homes........

I have now cancelled the contract, they have lost a customer for life and would NEVER recommend them to anyone ever!!!
5th Apr 11 06:04

!

0

Allan

I can relate to all of the above regarding TalkTalk. The time we were with them, problems, problems. We went to o2 and the first thing they did was send a BT engineer [free of charge] to fix our faulty line. Footnote: after several months we had a bill from TalkTalk for £6.73, ffs. Are we going to pay it? NO! But yes, that requires more calls to TalkTalk... Would I recommend TalkTalk? If you have a good line yes, they're cheap.
5th Apr 11 10:04

!

0

Vincent

I'm so fed up of talktalk marketing - telephone calls, doorstep sellers, junk mail. Evil aggressive nasty company. No amount of complaining stops them from harrassing me it seems.
4th Apr 11 02:04

!

0

Roger

How can this company continue to operate with so many unhappy people, they have cheated and lied and intimidated so many folks. I know companies that have folded due to bad press and bad customer treatment and yet this loathsome company is allowed to continue operating...WHY??? I say lets all get together and present our stories to BBC Watchdog who is returning on 7th April. Together we are strong!
4th Apr 11 01:04

!

0

Ian McDonald

My name is Mr Ian McDonald,My phone number which is 01424 846435 has now been out of operation for more than thirteen days since the change over,I have many time tried to contact customer service to talk one to one,this I has been impossible,I have had to call them on my mobile number and cost to me is great,from this date 3rd April 2011, I give talk talk no more than 24 hrs to solve my problem which they have caused,and if not dealt withI have no option but to cancel my direct debit and return to BT, over to you talk talk it be you talk talk who has failed to honour the contract you asked me to sign,after 24hours I will close with you, get your act together solve my problem then I see how it goes, would be so nice for talk talk to contact me so I be able to talk one to one,just maybe talk tlk will ring me on my mobile number which is 07817 643306,yours I.S McDonald
3rd Apr 11 07:04

!

0

Jimbo

With "customer services" you cannot get to talk to a real, live, human being.
If you ever do, you get an Indian call centre where they read their scripts and rebuttals and cannot "think out of the box"
2nd Apr 11 04:04

!

0

chadders

I have spoken to 21 people on 3 continents in the Talk Talk empire about my account, which
they have charged me 3 times for the same months usage, I have the proof on my bank statement which I provided a copy to them and told them I would stop any further payments
untill the errors were put right, there response was to say they would cut me off and black list
me which would effect my credit rating. I agree with a previous persons comments that you
can never speak to the same person twice, and the stress and anxiety these people create to
the sick and elderly is uncalled for and I only hope there is some organisation that can take there licence of them and close them down ,
2nd Apr 11 02:04

!

0

Fred

I contacted TalkTalk May 2010 to inform them to disconnect my landline as we have moved out. I was informed that I still have 3 months remaining on my contract, and to avoid any charges they would stop outgoing calls and give me 3 months free line rental to see out the contract at no further cost (at this point I was over the moon). They also advised me to let the new owners know to contact Talk Talk if they require the telephone line.

To my shock, In March 2011 I received a debt collection agency letter requesting £130 for a Talk Talk account. I contacted TT, and after 45mins on the phone they agreed that notes on the sytem clearly states I contacted them last year to cancel my line. They agreed to cancel the outstanding debt.

Never that simple with a customer service call centre in South Africa, as I received another debt collection letter requesting same amount for TT. Again, another 30mins call and promised again that the debt will be withdrawn.

I thought now TT will sort themselves out, but NO... I received another lette from debt collection agency, and this time I spent over a hour wit TT.

To my disbelief, they advised me that the debt will remain, as it was my duty to contact TT after my initial call last year to tell them that the new buyers will not require the line. This is a joke, I went through a solicitor and do not know who the owners are on a personal level to sell a Talk Talk telephone line to them..... Also the great customer service advisor informed me that they have sent me plenty of notices through post.... surprisingly to the address that I informed them last year that I moved out off in the first place.

My issue is still unsolved, hope the Ofcom and OTELO can help fron now, as with a customer service department in South Africa I aint getting anywere
31st Mar 11 03:03

!

0

Boblet

Have just filled in a form from Barclays bank, concerning the monies that Talk Talk removed from my account on two occasions over & above my DD, they were listed as Card transactions, I have never given my card number to Talk Talk, so how did they do it? Barclays Bank is now on the job, so fingers crossed & check your statement folks. Talk Talk is in the State of Denmark
31st Mar 11 11:03

!

0

Jack Armstead

I have only just discovered that TalkTalk rolled their direct debit date back by one week! I checked my ebanking to make sure and it is true! I wouldn't have even known about it had I not seen the news at The TalkTalk Resistance League on Facebook - These cowboys never stop thinking up ideas to rob my bank account! It seems that by doing this, they have stolen an extra 25% of one month's fees from 4,000,000 people! How do they get away with this criminal activity every day? If you or I stole a bottle of aspirin from Tesco's, we could well end up in court faced with theft, but TalkTalk steal millions of quid every day and nobody does anything about it! How is this possible in Britain in 2011? Is it because TalkTalk's CEO is married to a Conservative MP who helps to oversee Ofcom? Insanity!
31st Mar 11 11:03

!

0

David F

I was with Tiscali with no troubles. Talk Talk took over and oh dear, what a disaster! So bad I left. They owed me money and after weeks of complaints and email exchanges and downright lies from them, they still do. Be warned, they will not refund what they owe you! Seek a better company!!
31st Mar 11 10:03

!

0

Chairboy

Spoke to 9 people to close my account,plus 3 emails from CEO, excuse...they have no record of billing systems since they took over Tiscali. No one really takes ownership of a problem, but would rather pass it on. Probably not the fault of the agents. Although the CEO's office told me that they , are "too busy to read comments like this". Perhaps if they stood back from the chaos they leave in their wake and understood the scale of the issue they would be better placed to make structural changes to salvage their service and maybe reputation. In summary...JOKERS!
31st Mar 11 08:03

!

0

newmansince

I had a line fault on phone line talk talk agreed took them 6 days to get a bt engineer out to fix fault he was in house for 20 to 30 min talk talk charged me £99.99 to get it fixed also my bill was emailed to me on 29 march and taken out 31 of march usualy it is 9/14 of next mounth will not be renewing my contract may even pay the default payment just to get out of contract
31st Mar 11 07:03

!

0

miserablemoaninggit

2531 postings - mainly complaints - about TalkTalk posted on the Weekly Gripe to date. This suggests that such complaints are falling on deaf ears! The only way to make this disgustingly bad company wake up is by taking one's business elsewhere. To my mind, ANY company that outsources its customer service section to a foreign call centre is guilty of providing rubbish service and deserves to be ejected as soon as possible.
30th Mar 11 11:03

!

0

PJ

Ive had nothing but problems with them. Today I had the misfortune of having to call them, I got through to call center in (india), It sounded like there was a office party going on! They were blowing whistles and laughing really loud.
I had to shout as the man on the other end couldnt hear what I was saying.....not that it bothered him much as he was laughing and having a conversation with someone else in the call center.

If your thinking of going to talk talk DONT.......they are the worst company ive ever come across!!
30th Mar 11 10:03

!

0

talk talk are rubbish

the 242 votes saying they are brilliant are most likely the reps that con you into believing that talk talk will save you money.
30th Mar 11 09:03

!

0

fuming

They should not be allowed to operate such a poor service, it can take you up top two hours just to talk to someone and when you do get through to a human he or she puts you through to someone who can help, yeah right, your back listening to music again for hours, its a nightmare, I have been trying to leave but cant because I can never get to talk to the right person.
30th Mar 11 09:03

!

0

Corn Pep

I was with Tiscali, then TalkTalk bought them out. I was told "Contragtulations! As a new TalkTalk customer we will reduce your monthly bill from £17.99 to £24.99"
Hellooo......... reduce ??????
I told them I wanted to leave and then the problems started.
Although I can't be bothered to go into details, all I will say is that TalkTalk were absoloutely unhelpful, threatening, moronic at times and the different TalkTalk departments really need to talk-talk to each other to pass on customer information.
Never, never, never will I use TalkTalk again.
What does really amaze me is, how do they stay in business when they treat their customers so badly?
30th Mar 11 04:03

!

0

lewis

I've just spent a good week of my life trying to leave BT and get a refund (overcharged by nearly £400 - nice). Eventually I went to their head office near St Pauls, and demanded that the receptionist get someone to sort out my problem. After a bit of tooing and froing I was put through to someone at the Chairman's office. I was also given a personal email address, phone number, and mobile number. I would urge anyone with a problem with BT that is taking over their lives to do the same. If enough people do this they will have to sort things out. I was considering joining Talk Talk but having done a bit of googling it sounds like they're just as bad. I will avoid.
30th Mar 11 01:03

!

0

Skeeta

Talk talk are a complete nightmare, been trying to sort a problem for my parents since last Nov , ended up being cut off for no reason, travelled half way around the world in 1 n half hours to try and sort and they are still being sent bills even though we cancelled Feb!! Anyway they arent paying, kind of hoping they try n send us to court!!
30th Mar 11 01:03

!

0

Cant Talk

I see the complaints just keep piling up. No luck for us we are stuck in a nightmare still.We have been telling lots of people where we live about it. Lots have had the same problems with Talk Talk. The worst ever company in many peoples views.Now they are advertising this job.

Head of Complaints

Apply Now

Company: Talktalk Telecom Group

Location: Warrington, England

Date Posted: March 22, 2011

Any takers?
30th Mar 11 01:03

!

0

James

I just discovered that TalkTalk have changed my DD date without any notice whatsoever and when I contacted them (in India) they are refusing to change it back to the 1st as agreed when I signed up with them 3 months ago. They acknowledged that many customers have not had any notice and their quality team have produced an advice sheet, but still wouldn't budge on the main point of reverting to the agreed payment date and were completely inflexible, even telling me the problem must be my e-mal account (it isn't - I regularly check via webmail for any spam that may not have reached me via Outlook). TalkTalk customer service stinks - avoid signing up with them. I will be changing to a customer-focused provider the minute my contract with this shower is expired.
30th Mar 11 01:03

!

0

Heather

I have been trying to have a boost taken off my phone since June 2010. I have spoken to at least 10 people in Delhi, 2 in UK, sent several Emails and 2 letters. None of which has done any good, just ends in my frustration with Talktalk. They are still taking my money every month for this boost and have only refunded me for 3 months. Talktalk are not good at communication, strange that.
30th Mar 11 12:03

!

0

robcarrich

I have given Talk Talk an "Extremely Poor" rating as a "Total waste of time and space" rating was not available to me.
I have been with them for 8 months.
Thats 8 months of phone calls to just about every country in the known world ( except England, where I live ) as I have been overcharged on every bill from them!
BT here I come!
30th Mar 11 10:03

!

0

Mat

Disgusting customer service and mis-selling!

On the 24th November 2010 I rang up to cancel after months of of broken broadband and the countless hours of frustration in speaking to a high number of barely audible and incomprehensible call centre operatives who never fixed the problem and never called back when they said they would. I was happy to tell them that I was leaving Talk Talk and needed to know the procedure for doing so.

They managed to retain my custom by upgrading me and giving me a discount. It turns out now that no one knows about this deal and the bills are coming through every month with the incorrect charge. They say that the person concerned did not write on the account and so they are unable to honor the deal.

I notice that Ofcom is investigating them for Mis-Selling. There is no wonder why. I will be leaving after this contract is up for certain.
29th Mar 11 06:03

!

0

Pete

Being a Talk Talk customer sounds like hell, I am annoyed because they keep phoning me every five minutes offering their services, I wouldn't touch them with a barge pole. I thought it was against the law to keep phoning people at home without permission, they sound like real crooks - all Talk Talk - No Service.
29th Mar 11 02:03

!

0

Ash

I lost Talk Talk telephone service a week ago and the problem has not been resolved. After many years of wasting time on the phone trying to resolve simple problems I decided to terminate my service rather than work through the issue with people who never seem to get anything done correctly. I also asked for a credit to my account for the 8 days of service I had already paid for and not received since reporting the line fault. Now here is their incredible response to this very normal request: "Well sir, we have been told by the second engineering team that you cannot get a a credit if you cancel your service because a credit can only be granted once the fault has been fixed"!! So, I said, "you expect me to continue waiting for phone service with no promised resolution date and to continue to pay Talk Talk for a service I am not receiving until you fix it, if ever, and then you will credit me for services not delivered?? That's completely insane." I now have a cancellation order number but no credit for services not delivered but paid for. NOTE: as soon as you cancel, remove the permission for Talk Talk to automatically debit your bank account. Run as far as you can from these people!
29th Mar 11 05:03

!

0

Disillusioned in the Midlands

I have just canceled my Talk Talk telephone and broadband service after 8 extremely frustrating years of appalling customer service, dealing with layer upon layer of non-responsive bureaucracy, and the almost complete inability or an organisation to think and respond in a normal and reasonable manner to customer issues. It is almost as if Talk Talk was set up to make it almost impossible for anyone inside the company to really do anything except consistently lie to customers; lie by overpromising, exaggerating solutions and forcing the customer to do all the heavy lifting to solve any problem. This is easily the most poorly designed customer-facing business model anywhere in the Western world. It is my sincere hope that no one thinking of subscribing to any of their services will actually do so. You will -- eventually -- be massively disappointed.
29th Mar 11 01:03

!

0

sickofem

I had bad news today Talk Talk have stolen my phone line. If I want a phone again I will have to pay whoever £112 to get a new one. I had the phone number many years.I have had enough I am going to sue them.
28th Mar 11 04:03

!

0

Jean

I've been told today by Talk Talk that I have to pay £145 terminate my contract with them! I've been with them for 6 years.Disgusted!!!!
26th Mar 11 10:03

!

0

nick

I too tried to leave talktalk and was persuaded to stay with them at a revised cost. As I am recently married and taking over the household bills I applied for a change of account ownership. Nearly two months and several phone calls later and having been transferred to numerous other departments I am no further forward. However my wifes direct debit was cancelled by them and t we recieved a letter from them saying that our direct debit had been cancelled. We contacted the bank and reinstated the direct debit and got in touch with them again and asked what was going on? They told me they had suspended the account due to the change over of ownership. we then recieved a billing statement and they had charged us for non payment of account!!! They cancelled my wifes direct debit and then had the audacity to charge us for it!! Absolutely insane. Be WARNED stay away from this provider they are absolutely useless.
25th Mar 11 02:03

!

0

Cynical Boblet

Over the years I have given my debit /credit card details to a number of companies, but never Talk Talk, which begs the question. If you are happy with a company that you are dealing with & trust them with your details, what happens to your those details if that company is subsequently swallowed up by a rogue company?
25th Mar 11 10:03

!

0

skyblue eagle

Had a fault today with Talk Talk (Tiscali).

No dial tone - only busy tone.
No broadband
No TV.

Got a call this afternoon to say they had ceased my service and I had got to call sales. Called sales but told I needed to call TV. You guessed it TV said call sales.

Sales finally said they could re-connect me for £30 (instead of £70) and put me on an awful deal. Looked on their website and they were offering free installation and a half price offer. So they wanted to "shaft" an existing customer due to their incompetence in ceasing my service.

Not sure where I am going with this one
24th Mar 11 07:03

!

0

*

worse company I have dealt with, I cant believe they were billing me whilst the account holder was someone else. I called and was transfered from one department to the other at the end I was told that all details have been updated and all should be ok... few days later I decided to call and double check if they had updated the details and to my horror they hadn't, I was being charged for a service I was not using!!!!!!
24th Mar 11 04:03

!

0

Cynical Boblet

ITalk Talk are thieves & I have the evidence to prove it, my bank statement. It reads "28 Feb payment to TT by DD £21.05" then in the same month "payment to TT Card Purchase £15.31." I went to Barclays for help with the “Card purchase money out transaction”, the girl at Barclays was brilliant, she rang TT on my behalf & discovered another £23.36 had been stolen today, on top of my DD. She was on the phone for 40mins, one person from TT actually cut her off. However she kept going. TT have now promised to reduce my next months bill by £5 & put the stolen money back in my account, Barclays have also agreed to reimburse me so my fingers are crossed. I would advise anybody who is with TT to check his or her bank statement, By the way I was with Tiscali, & I have never given my debit card details to Talk Talk.
24th Mar 11 04:03

!

0

First Prev Page 1 of 6 Next Last

FEATURES

Gripes the News
Gripes in the pipes
The Soapbox
spinner