81 comments Add a comment
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!
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.