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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.
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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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?
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 !!!
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Shuggie