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Why I'm leaving TalkTalk and moving to BT

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When I moved to TalkTalk they really were good.  The line went over on the day promised and, although we had to wait 3 months the broadband connection went live on the day they said, all I had to do was change the username and password in my router and I was back online.  Shame I'd had to wait a month for Tiscali to release the line but that was nothing to do with TalkTalk!

For three months everything was fine.  Then we were upgraded to LLU and after a couple of 4-5 hour outages it all seemed to settle down.

Then on December 13th there was absolutely nothing!  When I checked with TalkTalk I got the usual "Don't support your router" or "Have you tried putting in the default settings".  What part of IT'S NOT THE BLOODY ROUTER, THE LINE IS NOT THERE" don't they understand? Default settings are a waste of time unless you have a line to send them up!

Why I dumped TalkTalk for BT So far I have heard nothing from TalkTalk

So 3rd January finally persuade them to send an engineer into the exchange.  Oh surprise surprise, there a line fault and on the 4th January we were back online again.  Still, I had decided by then I was fed up with TalkTalk and sent them letter (recorded delivery no less) stating that I believed they have broken their contract with me and that I wish to terminate at the end of January.  I also logged a complaint with OFCOM.

I rang up BT, explained the situation and asked to be returned to a BT line.  "Yes sir, no problem at all."  My line went back to BT 4 days ago and I'll broadband back with free Home Hub and IP phone next Tuesday.  So far I have heard nothing from TalkTalk.

Yes I am paying over the top (well more than TalkTalk), however the main thing is that whenever I have rung BT with a problem, I get through to an English speaking helpdesk.  I get a good clear reply to my questions (some highly technical).  TalkTalk must learn from this.  The lines, hardware and network are easy, but CUSTOMER SERVICE is the most important thing and they currently don't have a clue about that!

By: AntEater


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Couldn'tMakeItUp

Couldn'tMakeItUp

It seems to me that difficulty in cancelling might make Talk Talk in breach of the Advertising Standards Authority. Their latest strapline is, "TV you'll be glued to not stuck with." If you can't cancel, or if cancelling is difficult, you ARE stuck with it. I've never been near the company with a barge-pole but anyone who has had difficulty cancelling their cable TV subscription ought to make a complain on that basis.
http://www.asa.org.uk/
28/10/14 Couldn'tMakeItUp
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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
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Marmaduke

Marmaduke

We have a fault on our talk talk landline. We don't have a mobile signal at home (live out in the wilds - no near neighbours) so my husband walked to the top of the nearest hill to phone me at work on his rarely used mobile asking me to report the landline fault. Because I or my husband couldn't be at the other end of the (faulty) phone line and speak on a mobile for their diagnostics checks (no signal) they are charging US £50 to send an engineer out just to do the diagnostic tests. If the fault is on our equipment we have to pay for the repair (fair enough) if the fault is on their equipment, they pay (as it should be) but for us to have to pay for an engineer to do diagnostic tests, which will not be refunded even if the fault is theirs!!!!! THIS IS EXTORTION!!
21/11/13 Marmaduke
-2
Mrs E J Skene

Mrs E J Skene

I have been dissatisfied with Talk Talk for a long time and it is useless trying to get through to anyone who can speak and understand ENGISH so I am leaving Talk Talk from 24th November 2013
10/11/13 Mrs E J Skene
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Vivien W

Vivien W

You've mentioned talking to these guys at TALKTALK. Please tell me the phone number you use!

My mum's phone line was playing up last week and for the life of me I couldn't find a REPORT FAULT telephone number on the Website. Tried the online line checking, that wasn't working (or unavailable!). I ended up calling a guy in the Sales Team to report the fault. Ben connected and spoke to my mum so I said goodbye.

Now, I'm trying to sort getting my mum's phone bill to paperless (thought I'd done this weeks ago). The web site tells me it recognises the details (phone number and account number) then when I try to register it states that the account number (recognised moments earlier) is not recognised! So far not paperless billing.

How do you contact these people by phone? I don't want to play DIY fix the phone connection; I want to speak to someone who will take some responsibility for problems!

I'm with BT (they may have their problems) but I know the number to call to speak to someone whatever I want - and it's free!
01/09/13 Vivien W
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ALISTAIR.

ALISTAIR.

YES! I AM FINDING TALKTALK A PAIN IN THE NECK TOO, AS YOU SAY THEY DON'T HAVE A CLUE ABOUT CUSTOMER CARE AND ALSO LIKE YOU SAY A NON ENGLISH SPEAKING PERSON, WELL PRACTICALLY! ON THE OTHER END SPURTING OUT A LOT 0F DOCUMENTED RUBBISH MAKES YOU FRUSTRATED MY BROADBAND IS RUBBISH, HARDLY ANY SIGNAL AND WHEN I'M WORKING ON SOMETHING LATE EVENING OUTAGES! OUTAGES! I WILL MOVE WHEN MY TERM WITH THEM IS UP PROBABLY WITH B.T. THE OLD FAITHFUL WOT!.P.S. SORRY ABOUT CAPITALS EYES NOT SO GOOD!
01/06/13 ALISTAIR.
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monkeyoffmeback

monkeyoffmeback

leaving talk talk tomorrow for b.t. it feels like xmas eve. customer service is still appalling.
24/04/13 monkeyoffmeback
0
Mr Evans

Mr Evans

I'm in the process of switching from Talk Talk because of both their fraudulent sales/billing process and their appalling customer services (if thats what you want to call it).

At one point I asked their Indian call center operative what £14 + 3.25 was, and he replied £21. When I registered my complaint I was told it would all be sorted if I called back in a few weeks to get them to address my issue - this turned out to be a simple tactic to take me beyond the cooling off period so I couldn't cancel (which I had threatened, and am now doing)

I've had active service from Talk Talk for less than 2 months and they overcharged me on both bills. The connection I've had fails several times a day (ive established this is the router - which is a cheap piece of tat) and even when its working the speed will drop to 0.5mb at peak times (if I'm lucky) download rates can go as low as 56kbps!

I'm in the process of transferring to BE Broadband as I'm already at the end of my tether with Talk Talk - they are the worst ISP around, and for customer service they are worst I've EVER spoken to - simply appalling in every way.

I will not be paying my bill to them, and I will be registering a complaint with OTELO.

Do NOT sign up to Talk Talk, or even any of the larger ISP's - use a small ISP as their service is better and they often put their own equipment into the exchanges so you're not affected so much at peak times.

Here's the current top 10 Broadband suppliers from the ISPReview site:

1.XILO
2.Fast.co.uk
3.AAISP
4.SurfAnyTime
5.ICUK
6.Zen Internet
7.Aquiss
8.IDNet
9.Vispa
10.Namesco
25/11/12 Mr Evans
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TTH

TTH

I left talk talk after several years, the customer service is appalling - you want to join them you can get someone straight away, any problems you've had it, the price started really cheap then kept going up and up! I changed to Sky and got a call from talk talk straight away, strange that? when I said I had left them she was very stroppy and said I would be charge a leaving fee as my contract was under 18 months? I had never agreed a new contract or received terms or conditions, I left my dd till last payment made then rec'd a letter saying owed £19 which I paid as it was worth it to get away them. I now have had a debt letter saying still owed £36.00 ? then call from debt agency who again where very threatening. would never go to talk talk again if they offered free broadband and calls for the rest of my life! two people, so far, who were with them have left after I told them what had happened and will continue to tell as many people as possible, they can have there £36 to get them off my back but will cost them more in long run with bad press - word of mouth cant be put into monetary terms
10/10/12 TTH
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Ripped toff

Ripped toff

I quite agree talk talk is a joke, I was pestered regularly by phone then door salesmen to change from bt to talk talk . The service was bloody disgraceful no Internet if the phone worked, & no phone if the Internet was on . It ran so slow I couldn't even get google to load had the engineer out twice they were worse than useless then had the audacity to charge me £160 decided to cancel & it took 3 months to finally get rid of the useless #### & had to pay another £135 for the privelage as they said I signed up for 18 months which was a blatant lie. Went back to bt , best decision ever . Wouldn't recommend talk talk to my worst enemy biggest clown outfit on the planet
23/06/12 Ripped toff
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Alfie

Alfie

Perhaps all TalkTalk customer service agents aren't stupid Chase, but they certainly seem to be lazy when it comes to basic spelling and grammar.
30/04/12 Alfie
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Chase

Chase

well good for u. :)) but pls dont discriminate all talktalk customer service agents..bcoz some of us here are doing are best to serve you..so please dont generalize agents as being stupid or anything less than that..
30/04/12 Chase
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Alan Couch

Alan Couch

Probably too late now, but I have just seen the post from Rosie Brocklehurst. Why are you paying another ISP for emails? You can use Outlook with your broadband supplier and I am surprised the people you are paying £25.00 a month to, haven't told you that. Go to your broadband suppliers site and look for instructions on how to set up Outlook to collect your email. You can do the same for any other email addresses you may have. After that I would be asking the other ISP for my money back! My supplier is TalkTalk (I don't think they are any worse than BT) and I use Outlook for my TalkTalk, Gmail, Nerdshack, and Screaming emails. Good Luck
08/03/12 Alan Couch
6
deaffected

deaffected

Good luck with that cancellation fee is all I can say. 1) the only reason you'd join talk talk is for the phoneline 2) Broadband is the only reason you'd go to Virgin 3) TV is the only reason why you'd join sky.

BT you would join for the "customer service" which is just as bad (if not worse on occasion). If you like wasting your money, bet on Blackburn winning the premier league and sign up to BT. By the way this is advice from someone who works at BT ...isn't that funny?
01/11/11 deaffected
-6
Klaus London

Klaus London

just read the comments from jolly jack and could not agree more
19/04/11 Klaus London
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