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Talk Talk connection and phone line problems

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I've been with Talk Talk Broadband now for around 11 months (connected for maybe 5 months) and all I can say is, how the hell can they call themselves a Internet service provider?

When we first joined Talk Talk I told them that I didn't need a router as I had my own.  A few days later a router comes through my letter box and an extra £30 charge on top of the so called 'free Internet' package.  I rang their customer service department and explained to them that they had sent me the router after I had explicitly told them that I had one and therefore did not need theirs.  Well after a couple of hours arguing about it they finally waived the charge for the router.

Two and a half weeks after joining Talk Talk the disconnection problems started and we lost all Internet connectivity and phone lines for a fortnight.  After running up a £40 bill on my mobile contract they told me the problem would be sorted within 6 hours as there was a fault at the exchange.  It was fine for a few days but then I began to loose my connection to the Internet every 10 to 20 minutes and at the same time the phone line would drop.

Phone line and connection problems After a few day's of putting up with this I started losing my patience and the frantic phone calls to Talk Talk began.  Calling customer services was a nightmare and it would often take over an hour to get speak to someone.  You would then be put on hold and the phone line of course drop!  After 9 attempts I finally got through to a customer service agent who then passed through several more departments just to get to a 'higher support technician'.  This person clearly knew absolutely nothing and like a robot talked me through all the basic things (modem, filters, interferences etc.), all which I had already checked several times.  After my first encounter with the 'higher support technicians' the process became even more repetitive.  We then had a three week interval in which I we had no telephone line or Internet connection, and because I'm supposed to work online at the time I lost a fair amount of money.  Thanks for that Talk Talk, much appreciated!

After finally getting our phone line back I rang them and demanded they cancel my service immediately so that I could go with a different provider.  They told me I was then in breach of my contract and I'm afraid to say at this point I kind of lost it and ended up yelling at the poor guy.  How can I be in breech of my contract when you can't even provide me with an Internet or phone line connection?  They then had the nerve to tell me that I would be charged £70 for the disconnection and cancellation. Most of the customer service agents I spoke to where either unhelpful or occasionally rude and obnoxious.  They didn't seem to have any idea what was happening as they passed you through to some other department just to end up disconnected again!  One guy actually put the phone down on me!

If I can give anyone one piece of advice, research very carefully when you choose an Internet or telephone provider.  Personally, I would rather be back on AOL than have to go through the hell I had with Talk Talk.  I am currently migrating from Talk Talk to Be Internet, so let's hope I have a better level of service with them.

By: Danny


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Shuggie

Shuggie

Feel your pain Danny. They act like the mafia and get away with it. I asked for a letter of deadlock in my situation to allow me to take my case to arbitration and was ignored about 10-12 times. They should not be allowed to run a business but maybe they will run out of luck and customers some day.
06/06/21 Shuggie
1
mickey the bags

mickey the bags

just going through this sh^^t myself now Veeerryy annoyed
13/03/21 mickey the bags
1
philosophy justice karma science

philosophy justice karma science

they put these satellites in space to beam these fancy tv programmes into our living rooms then they say if you dont pay for an upgrade we'll switch your broadband off and you can run around like headless chicken to find out how to get it back on - until you realize these guys just want you to pay more for the upgrade and the more you want the more they take off you you are stuck on the treadmill like a rat in a maze - great idea lets hope space gives us all the payoff we are opin' for
08/10/20 philosophy justice karma science
0
Ricky

Ricky

Talk Talk is a joke! I have had a slow speed for ages, I reported it and they have done nothing about it. Every time I call back to find out what been done, I get taken through the same question and answers game. They tell me I need to be on my mobile phone talking with them to be able to run the tests, What!, I told them the problem is on their end, and I don't want to or need to be involved in the process. They still have done nothing. crap service, rude inexperienced staff, a call centre in India with staff who have problems speaking English let alone understand it. I can't wait to move to another ISP. Talk-Talk you should be ashamed!
20/03/20 Ricky
0
Anon

Anon

Really good place to put your phone number, unless you're a spammy scammer!
06/12/19 Anon
-1
 frederick waliggo

frederick waliggo

problems on my phone line 020 37546376
04/12/19 frederick waliggo
-2
mr price

mr price

Go with Plusnet much better, and all english speaking, talk talk ar starting to get greedy too, finding ways to put bills up, I am about to leave myself after 20 years they have no loyalty to customers they say they do but don't have. they are now starting to get competition from others.
11/10/18 mr price
0
nosbor 75

nosbor 75

Boy oh boy wish I hadn't researched talktalk services,I was already fed up with their service response to my problem.I was unable to connect for a couple of days,phoned customer services and went through the very same rigmarol as these pages and others have encountered.
Talktalk didn`t even go thro` the checks to determine if router was configured correctly,all I got was switch evrything off,wait,switch back on,refer to higher support technician,same procedure as previously done by first contact.
They suggested an engineer call,ok,but never mentioned a £65 fee (bt engineer) and if a Brightspark called it would be £40.and any cancellation to be before midday on the previous day to appointment.
The next day all was well,internet ok,phone ok,so I called and cancelled engineer,the engineer called the next day ,I told him I had cancelled him,he did no work,he went and sat in his van for ten minutes then drove away.
My bill came with a £65 engineer fee,contacting talktalk was fruitless they say I did not cancel before 12 midday,but speaking to another person he said I cancelled at 11.45,then changed his mind to 5.00.
I called the dispute department ,they said nothing doing due to time of phoning,i disagreed so they tried to contact the dispute manager,result is they will call me back between 48 and 72 hours.
I am not holding my breath having read a good few of the posts.
I seem to be paying for a service I cancelled,did not need and similar to a lot of reports, talk to a person who does not understand your problem,can`t be understood and basically you are fobbed off by switching you from one person to another and constantly repeating your fault.
Talktalk have won the wooden spoon 2yrs running for service,hmmmmm again?
13/02/17 nosbor 75
-1
Krushant

Krushant

I am having the same issues with Talk Talk, at least 2-3 times a year. On each occasion I've been left with no services for weeks. The customer service member have no urgency or knowledge to resolve in a timely manner. I have had it with this company, I am sure I'm not the only one with a nightmare experience with talk talk.....
08/02/17 Krushant
1
Avoidatallcost

Avoidatallcost

They take your money. Provide an inadequate service and when you complain get your plug in the box at the end of the street disconnected (as witnessed by another providers engineer) They then offer to send an engineer out at an extra cost. When that offer is not accepted, they offer to do it for free if you contract for18 months. During the WEEK'S it takes for these responses , you will receive no incoming calls or broadband. Surely this must be fraudulent and therefore criminal.
17/10/16 Avoidatallcost
-1
erinalob

erinalob

I am having a lot of trouble with tv and telephone only been with them two week when I tried to cancel they said contract started when I contacted them is there any way I can finish with them as they ar a waist of money worst purchase I have ever made rubbish back up by robotic people, gmail at shutte19@gmail.com for help
07/07/16 erinalob
1
Ih8talktalk

Ih8talktalk

Talktalk have given me nothing but grief and bad service. The only phone line which thy answer quickly seems to be when someone wants to sign up with them.
22/01/16 Ih8talktalk
1
tony

tony

I was talked into getting fibre with talk talk and it hasnt worked since it was installed I was 7 days without any service it has now been over a month I get 20 mbps which is unacceiable , I have had 4 engineers out to my house 2 fron talk talk and 2 from BT they are now trying to blame my pc , I told them I want to cancel this as it does not work , they want to charge me a cancelation fee , hell no!!! talk talk does not provide what they say they can , very poor connection , very BAD cusy serv
19/10/14 tony
0
Frustrated beyond belief

Frustrated beyond belief

I have been trying to get In contact with Talktalk on behalf of my mother; who's phone contract is with them, I can not find a number to speak to anyone I just get a recorded message, I can not even find a way to email the complaint. My mother is elderly and vulnerable and is not able to receive or even make calls from her landline as she has no dial tone now. How the Hell am I meant to get the this awful company to fix her main telecom socket if I can't speak to a human being and explain the situation... I have never known such a God Dam Awful Company as TalkTalk.
18/10/14 Frustrated beyond belief
0
Not happy Greg !

Not happy Greg !

I got fault with my line 3 months , they charge me 25£ pm ...
They not even tring to fix problem , and I try to go to by but tt wanted 250£ of me for cancelation ...
At this minute still waiting for technician to come and fix the line ...
... But few weeks gone and hi still don't show up , I think is lost somewhere ...
Talk talk is nothin but massive SHItTy SCAM !!!

...
30/10/13 Not happy Greg !
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