Talk Talk and their very poor customer service

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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!

"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

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timbo

I moved house and contacted TalkTalk to cancel my contract. two months later I'm still getting billed and on contacting them to find out why I spent an hour in an online chat who couldn't help me and gave me a number to ring. They put me through to four different people/teams and then cut me off. I had to spend another 30 minutes going through it all again. They are all very apologetic but useless. They seem to deliberately make it impossible to cancel or at least very difficult. I will actively dissuade anyone to sign up with them as they make your life hell!

04/08 timbo

1

FUTT

Currently in my 6th week trying to get service from them. Even been dealing with the high complaints department, with Molly Garner. Router arrived yesterday, 1 week after installation, only for them to tell me it’s not active on their systems. Been lied to over and over again, honestly speechless at this point. Can’t think of a worse experience with any other company.

12/06 FUTT

1

HRL

I lost the will to live talking (trying to talk) to their Indian CSA. She would not listen and just kept returning to her script. The script was not appropriate to my problem. I asked to speak with a manager and I will have to wait 48 hours to speak with them. I swear to god I've never been that wound up and angry speaking with a call centre rep, ever!

10/06 HRL

1

Big Dave

Talk-Talk has not signed up with the communication ombudsman. Now there's a surprise

06/06 Big Dave

0

Ramzy

The way they treated this vulnerable customer is nothing short of criminal, 3 weeks waiting for an engineer who never showed up, instead of the compensation they promised me, they stole £60 from me, unbelievable, worse than cowboys, the ceo office couldn't care less, no one cares, company from hell, AVOID AVOID AVOID.

18/05 Ramzy

1

Hood

Been having problems for a fortnight now, No or intermittent broadband, when working I have seen a snail move faster, as for the service all you get we will check the line out for you then of cause in their eyes things are OK!!!!!!!.
And if you try their so-called customer service they are short-staffed due to COVID-19
I do not know why I am paying £20 a Month for this so-called service.
Have only just started a 18 Month contract.

15/05 Hood

-1

Suckered Again

Full of promise and lots of help and looped links that go nowhere. I left them frustrated with their customer service after they took over Tiscali and then went with BT with which I was happy but their renewal offer became unaffordable so I switched back to TalkTalk based on affordability. Big mistake! If anything their customer service has worsened. At least before one spoke to a person. I am now simply trying to find out about wifi calling from my phone to their network. Previously it was a run around trying to actually log in to my account for days with no access. This is just not good enough. I agree with the call for Ofcom to investigate their customer service. Please CEO Tristia Harrison get a grip on the customer care side of your business. Your business model over offers and under delivers.

27/04 Suckered Again

1

Brassneck

Why are ofcom not punishing talk talk for their unacceptable behaviour?

26/04 Brassneck

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Mark

Please take care when using this company. i have a big problem with them , I have received a court letter stating I owe £400 pound from god knows when. I have been with my current suppliers for the past 5 years and only in the last couple of months have the been in touch to say I owe this money. Won't be the first one they do this to and won't be the last. companys are on the fiddle

01/04 Mark

1

ZAK.

Me too, I joined on the 29th of December 2020 Since then I cant access my account I have spoken to many TT operatives who have promised to sort me out, I too left BT because of rising prices my phone now rings exactly like a USA one, one ring followed by another a few seconds later. I wish I could leave without penalty but I have been told I cant. Rubbish service.

31/03 ZAK.

1

Frustrated customer

I agreed to a fixed 18-month contract with Talk Talk...however the fixed price was never honoured..they still insist that my fixed-price contract was subject to price rises...have I got this wrong? I was assured on the day the agent called me, that the price stated would not alter during the 18month period..and I am still phoning them every month to ask why I am not paying the price stated on my paperwork..does fixed mean fixed? or have I got that wrong!!!!

02/03 Frustrated customer

1

Disillusioned

I thought I may have been in a minority complaining about Talk Talk's poor service. How wrong I was. I have no more patience after years of trying to get the service for which I paid so willingly, sorry, stupidly. .

01/03 Disillusioned

1

Tomo

Contract ended, new one agreed to, should b £24.50 month. TT have sent new contract £38.00 month. I have tried to talk to them to sort this out without success. Call centre staff incomprehensible (is this a tactic)? This company is without doubt the worst I have encountered and should be investigated at Govt. level, they are a disgrace. I shall stop future payments and look forward to a day in court,

20/02 Tomo

1

Captain Sensible

A Kafkaesque experience attempting to get these thieves to stop charging my 89-year old father for a service cancelled 3 months ago. The last straw was a debt collectors letter. I ranted, raved, accused them (TalkTalk) of abusing vulnerable people, stealing, lieing and anything else I could think of. Got the service cancelled; squeezed a £112 refund for the old dad, and I got a round of applause from his carers when I came off the phone. I can see the attraction of acting...

17/02 Captain Sensible

0

Marcin

Talk Talk is rubbish's, you paying for what you get. If you lucky that's fine but if there is a problem there is nowhere o go. Waiting to resolve issue from August. Manager are completely unhelpful, customer service not log what you saying and often don't even have a knowledge about job they doing. CEO don't respond and next step is escalating to CISAC.

Stay away from them

13/01 Marcin

1

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