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TalkTalk connection and speed problems

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Hello to anyone out there who can save my sanity after I foolishly took my TalkTalk account with me when moving house recently, partly due to the threat of a cancellation fee, but also because I am a carer for my husband.  We are on a low income, finance has therefore dictated our choice of ISP and TalkTalk are one of the cheapest.

I have had nothing but a history of horrendous problems with this company. I have found their customer service department lacking with advisers that sound hostile to the customer and hang up when they feel they've had enough of not being technically competent (I guess that's the only way out).  Not to mention constant bandwidth cuts, varying speeds and dropped connections which have just become an accepted part of the price we pay for being with TalkTalk.  The connection and speedd problems are a real issue when you rely on the Internet.

I am now in the unhappy situation of having a repeat performance following my recent move.  My go live date was the 5th March and I couldn't get connected so I spent all morning on the phone to TalkTalk, trying to understand the accent of some call centre adviser in a far away land who had no idea what what the problem was.  After being shunted from pillar to post for a couple of hours I asked for a supervisor, he was also hostile and told me it was myNetgear router and to call them.  I did and had to pay for the privilege, they referred me back to TalkTalk saying my user name and password was incorrect!

Connection and speed problems I have tracked my order tonight on their website only to find out that some clever member of TalkTalk's staff (the customer service people I spoke to today), has cancelled my order with them - not at my request needless to say!  Presumably there will be the inevitable cancellation charge now as well!

Can anyone tell me is there a place or person in the UK who is able to address all these issues?  I have no where to turn to and due to family health issues, we badly need the Internet.  Is there anyone who is able to bring this shocking company to task for the discourteous and incompetent way they appear treat paying customers.  My bill is always at least over 300 a year with them.  This is a great deal of money for us to find for a less than satisfactory level of service in return.

I'd be grateful if some some knowledgeable and kind soul could advise me where to resolve this dilemma and mistake I have made, albeit done with genuine reasons?  Any input to that will empower me to sort this out, but that could also lead to these practises being stopped would be of great benefit..  Thanks to those patient enough to read my gripe and from personal experience, no matter how hard financial circumstances are I couldn't really recommend TalkTalk as an ISP.

By: Jane


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Dog

Dog

agree 100%
12/01 Dog
-1
talktalk all talk zero service

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 ...........
27/10/14 talktalk all talk zero service
0
NoJoint Accounts

NoJoint Accounts

TalkTalk is worst telecom company I have come across. There is no reason other than incompetence why they cant allow user to have joint names on accounts
22/03/13 NoJoint Accounts
-3
Peeedoff

Peeedoff

Call this number it's the cheif executives office number in ENGLAND 0333 0011 942 or with 978 at the end

Still ding useless though
13/03/13 Peeedoff
-5
kibby

kibby

I can only echo the comments of the contributors to this particular forum. TalkTalk truly is the worst ISP that I have ever encountered, slow, freezing, unable to access my emails, and try and contact customer service and you'll be waiting for ages before getting through to someone who can actually speak two syllables of English. I shall be finding a more reputable ISP (if there is such an animal) when my contract with these cretins ends in June.
08/05/12 kibby
-8
Anon

Anon

Another talk talk grumble: Why is it they do not provide joint accounts? My husband signed the original form only to find later that we could not change the billing to MR & Mrs. Why can people have a marriage certificate , a mortgage, other utility bills etc etc etc in JOINT names? One feels talk talk are very sex1st in their handling of this matter. But to be fair, I spoke with a supervisor at talk talk about it last week and he assured me hewould tell head office about it as it appeared to him to be a fair complaint. But in my soul I feel he'll do nothing and my argument went unheeded. He only said those things I bet to calm me down.
25/02/12 Anon
-5
davey1000

davey1000

I started off with Line One on dial-up. The line and phone were BT. In actual fact the line was terrible and it suffered from corroded joints and tree-rubs. When I paid to have the line installed about 30 years ago the BT "engineer" was aged about 60 so I assumed that he must have known his job, WRONG! He fitted a lightning surge arrester block then didn't bother to earth the centre tap of the gas-gaps. Later my expensive fax equipment was destroyed. BT brazened-it-out claiming that "the house had been struck by lightning" and that "it was an act of god". Nether case was true as the rumble of thunder came several seconds after the bang from the fax equipment. Since completing BTs negligent work there have been no further instances of electrical storm damage, this over a period of about 25 to 30 years. Anyway I digress, Line One were taken over by Tiscali. Tiscali were then taken over by Talk Talk. At this point I was able to be rid of BT and change over to Broadband. The service is poor (it drops out) and this has lost me auctions on eBay. The alternative is to pay for a firm to bid (snipe) for you. 40 years since man walked on the moon and we had most of the streets ripped up for fibre optics. These are not for the locals however, duh!
02/04/11 davey1000
-15
jeepster

jeepster

Talk Talk is cheap because they provide the worst service you will find anywhere on the Internet and that is a 100% copper bottomed,cast iron ,set in stone GUARANTEE! If you still decide to go with Talk Talk after getting this advice then you only have yourself to blame. YOU HAVE BEEN WARNED!
24/02/11 jeepster
-9
Steve

Steve

I've been with Tiscali, latterly TalkTalk, for many years, but enough is enough. Do not ever, ever contemplate signing-up with this company. Their system screwed up when taking a direct debit from my account (which had many hundreds of pounds in it). They took £39.81 on 27th Jan and returned it on the same day - then barred my telephone and broadband because the bill was unpaid. I then found out what a nightmare their 'customer service' is (two unanswered 20 minute calls, unanswered emails). Take my advice, get a migration code (MAC) from TT (contact Oftel if they make it difficult) and move to any other suplier!
07/02/11 Steve
-11
kevmar

kevmar

jane-ring ofcom on 020 7981 3040 they will have the address of the person to contact
15/01/11 kevmar
-10
hadenuff

hadenuff

I have tried over many months to complain to talk talk, they have totally ignored my letters, not even the common decency to acknowlege them.Iam fed up with the poor variations in speed downloads, crashing,jamming, especially on the tv side, you put down something to record, come home only to find, Failed in place of the recorded program and I am paying for this pleasure. I wont phone, as I refuse to have to pay to complain about a poor service and by other peoples comments, it gets you nowhere, its about talk talk, listened listened.
12/01/11 hadenuff
-8
muggins

muggins

talk talk are without doubt the the worst broadband providers ever.
12/12/10 muggins
-6
Bill

Bill

We've been with Tiscali for years with no problems at all - not one. Since TT took over, speeds dropped. In August 2010 TT un-bundled our local exchange (Cheddar). Our connection has randomly dropped regularly since then. Numerous phone calls, emails, call-backs, foreign call centres, more emails, more phone calls etc etc and finally an engineer said here was a fault at the exchange. It worked well for about a week. Now our connection drops whenever the phone is used. Not a problem with the phone - tried the test socket/wired phone/other sockets etc. No difference. I have complained by email and on the automated system. No reply. Now our speeds are comparable to dial-up.

I'm off to someone else. Not sure who yet, but anyone has to be better than Talktalk. Truly awful service.
04/12/10 Bill
0
eljoric

eljoric

Without a shadow of a doubt Talk Talk is most definitely the WORST ISP on the planet. I have been with BT, AOL and Virgin and they were poor but believe me they were sensational compared to Talk Talk. Slow, slow , slow and I just couldn't understand the Talk Talk people whom I contacted by telephone. My advice to anyone thinking of going with Talk Talk is a most emphatic DON'T!
02/12/10 eljoric
-4
AL

AL

like you I was told talktalk was a good deal, my BT bill each quarter was around £80 to £85, talktalk said they would give me a similar package for £23 a month, so I agreed, my first bill, £33, second bill £37.45 and my latest £38.89, and for this I have very very slow broadband, we had a fault on our line which I reported on the automated service, because I couldnt get to speak to a person, the automated service diverted my landline to my mobile, 1 week went by and my wife and I tried every day taking in turns to try to speak with someone to find out if anything was being done to fix the fault, finally we got to speak to someone in India, I think, and they told me no fault was reported, how come, I said, youve diverted my landline to my mobile, I dont understand she said. Ive just spoken to talktalk,[26 minutes to get through] compensation for 3 weeks of not being able to receive incoming calls, our phone did I beep, then we had to do 1471 and return the call at our cost and also 13 pence for calling 1471, said I could have £2, Im now canceling my contract which will cost me £105, but sod it, im going back to BT.
01/12/10 AL
-22

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