Name: TalkTalk
Rating: 1.19

“We were about to renew our contract with talk talk but had a problem with our youview box which has stopped working. We asked for a new box but we were told this was not possible as the box is “for life”. We are now in the position of paying more than new customers but without the advantage of the youview service. Our only option now is to sign up with a new provider. Not good customer service. My advice would be to “ go elsewhere””

Helpful Report

Posted 6 years ago

“Paying for something that they don’t supply ! My Open speed is 1.7.. test shows) I paid for 15 minimum... Technical team already done tests and said that they couldn’t help so I may as well cancel... So I said I’d cancel and for doing so it’s £127... which I will not pay . Then they offered me firber for £7 extra a month ! No chance !!!!!”

Helpful Report

Posted 6 years ago

“Never had a worse experience in customer service. When attempting to change the account holder name after my flatmatecmoved out I was told the only way was to send my details (name address and sort code) by post. Despite being anxious about this Prosoect I did as I was asked...nothing happened. I sent the details again... still nothing, they had lost all of my personal information, countless emails, calls and complaints and not only has the problem not been resolved I have had to deal with painfully unhelpful staff who speak over you and couldn’t care less. Never encountered anything like it. Avoid.”

Helpful Report

Posted 6 years ago

“Never had a worse experience in customer service. When attempting to change the account holder name after my flatmatecmoved out I was told the only way was to send my details (name address and sort code) by post. Despite being anxious about this Prosoect I did as I was asked...nothing happened. I sent the details again... still nothing, they had lost all of my personal information, countless emails, calls and complaints and not only has the problem not been resolved I have had to deal with painfully unhelpful staff who speak over you and couldn’t care less. Never encountered anything like it. Avoid.”

Helpful Report

Posted 6 years ago

“I wrote already about my bad experience with Talktalk. It turned out that leaving this company is even worse than enduring this terrible service. They send me erroneous overstated bills, threatening me. I just spent more than 2 hours talking to managers. I use logic and facts, they use only attempts to confuse and mock. I've never seen such a terrible customer service in the UK. I am a very peaceful person, but such a mocking attitude makes me look for the possibility of a legal solution to the problem. I see on this site many people affected by Talktalk, maybe it's time for us to unite and file a class action lawsuit against this company of rogues and boors. I will be happy with any of your ideas.”

Helpful Report

Posted 6 years ago

“The WORST customer service EVER. STAY AWAY FORM THIS COMPANY, unless you want major stress and anger in your life. They let you down badly: they don't write notes that they should and they write some notes that are totally false. They can't send you emails, so you don't get evidence for things. DEALING WITH TALKTALK IS LIKE A TRIP TO HELL.”

Helpful Report

Posted 6 years ago

“Talk talk has bad reviews but I want to say Niyanda who works in a call centre in South Africa was very kind and professional. Thank you Niyanda.”

Helpful Report

Posted 6 years ago

“Account: 1011703608 I received an email from yourselves last week, to which I responded and was promised a call-out to which I didn’t receive. I’ve received a telephone call this morning which involved me faffing about with rebooting broadband, unplugging the DSL filter, connecting to my phone, my laptop etc… I then said that we couldn’t connect to broadband whilst we were on the phone and the agent I spoke with (named below) didn’t even sound shocked. After advising this, the agent then contacted me via telephone, where she put me on hold for collectively, over 12 minutes…. After I stood my ground, refusing to faff about fixing your issue, she was then suddenly able to have someone call out to ourselves and fix the problem (a miracle!) But at a charge of course…£50 if it turns out the fault was mine - how would I be able to prove that it was not my fault? I can’t trust your company and ultimately, this prompted me to realise i’d like to cancel. The broadband fails to automatically connect to any device, it fails to allow us use to our broadband and phone at the same time, it fails to allow us to pause and play when we wish as you suggest. It just jumps about a bit. Chris in the Claims Management department was most unhelpful, after numerous times of saying I wanted to cancel, she was persistently asking to send out someone, confirming I wanted a call-out…then confirming I didn’t. The fact this agent is a part of management is LAUGHABLE. dread to think what the standard advisors are like if this is how management speak to customers. I advised Chris of the below speeds, to which she didn’t seem bothered that I was paying for way more than the speed I was receiving, I mentioned about upgrading the router / sending out a new router - this question was totally avoided. I’d also like to point out that 0 Data Protection checks were confirmed throughout the call…oh, apart from my address when she was sending an engineer out. The call initiated with ‘Am I speaking with Zoe Conning?’ - divulging information and potentially breaching this data to an unauthorised party. I understand cancelling mid-contract comes at a price however, given the above download and upload speeds, you're failing to meet your criteria within the contract, therefore, I expect this fee to be at least discounted, if not wavered completely. Their website advises that: “Fibre: - If you are a customer taking the Fibre Medium service you will be charged £10 per month for every month left on your contract, in addition to the phone and broadband early termination charges.” Therefore, the termination fee should be no more than £150 as that is what is left on my contract of 18 months, and regarding phone and broadband charges - could you please enlighten me to how much these are please? because it looks as though they are more than £150 each! - of which, I have not been advised about in any contract, or Terms & Conditions. Silindile and I spoke via web chat on the 8th July 2018 who advised that because a technical fault had been logged today, which I have not actioned, therefore, someone has actioned something on my account, without my request or authorisation. A copy of the above will also be sent to: TalkTalk CorrespondenceDept PO Box 675 Salford M5 0NL horrendous company - don't be fooled by these low prices!”

Helpful Report

Posted 6 years ago

“Only recommended if you want to make your life miserable! Kept me in an endless circle of chats, testing, having engineers over and phone calls for more than three months, and when I wanted to leave took me another month to get them to waive my early exit fee. Instead of short, efficient communication they repeat everything 5 times, there is a script which they are unable to change. You cannot request callbacks outside working hours, they will keep calling randomly and you better put aside at least 30 min. to book an appointment with an engineer. Three engineers visited us and could not solve our connection and speed issues and every time I tried chatting I had to give up after a couple of hours and call back the managers, not to mention the endless testing circle started again. They made me become the worst version of myself, frustrated, rude and just sad after every chat and phone call. Customer service in England is generally bad, but this is pure hell. Their customer service might be able to fix simple issues, but they are unable to handle complex problems. I expect fast, efficient solutions that Talk Talk is unable to deliver.”

Helpful Report

Posted 6 years ago

“Live up to their reputation for poor customer services. Email correspondence indicates that their staff have very little understanding of the English language. Broadband speed is lower than expected and drops 3-4 times per week. Will change to another provider as soon as contract is up.”

Helpful Report

Posted 6 years ago

“I have not experience with other provider, but there hardly can be anything worse. Very poor Internet, it is dropping many times every day without any reasons. Customer Service openly mocks. I wrote dozens of emails, spent many hours chatting. Customer Service promised me to call back more than 20 times and write the answers. No one has ever called and not written. I tried all the ways trying to fix the Internet and get compensation, but all was unsuccessful. The most mocking thing: you can not call the Customer Service they are always busy, but you can write to the chat. Respond "very polite and sympathetic people", each time you have to answer many questions of security, tell the problem, discuss the obvious solutions. Then, after 30 minutes, when you are approaching to difficult questions, they turn off the Internet. The next time you turn on the chat, you get on a new person and start all over again. And so it is infinite. Summarizing: terrible Internet and terrible customer service. Advice to all new customers, do not be tempted by a cheap price, avoid the Talktalk. I wish existing clients patience and quick escape.”

Helpful Report

Posted 6 years ago

“Lies, lies, lies.... Upsold us to a package on standard broadband saying we would need a new dvr box, when I told them I already had one. Was told the old one wouldn't work. LIES! Complained to them. I was told they could not take the new box back and reduce my monthly payments. Instead, they gave me Sky channels at half price. Complained about the poor broadband and WiFi. They sent me a new router as they discovered theirs was faulty. Then they tried to upsell me to fiber. All I wanted was the service we were paying for. Complained on numerous occasions about the mind-bogglingly poor bandwidth and awful WiFi connectivity. All TalkTalk would ever do is try to upsell me to fiber. Moved to a new provider, and now TalkTalk are charging me DOUBLE as a final bill. Apparently the disconnection changeover is two days after their billing period so the only thing they will do is refund me the 29 days of unused time on the NEXT billing period. So essentially stealing my money for the next month. If I (or they) stop my direct debit, I'll get a black mark on my credit score. Told by a manager that she can't do anything about it. What a load of drivel. If I was to upgrade to a new fiber package, they could sort everything instantly. But they can't stop themselves taking money they're not entitled to. Prices: Average Quality of sale: Appalling Quality of service provided: Horrific Quality of customer care: Wear a helmet”

Helpful Report

Posted 6 years ago

“I took the plunge and upgraded to fibre with talk talk oh dear what a mistake, I was guaranteed a minimum speed of 25Mbps well I got 0Mbps and no phone line. I have been without service for 2 weeks now. I have been on the help lines everyday for 2 weeks now. They have cut me off twice after being in for 2 hours and I've had this from managers as well. I get passed from department to department where no body has a clue what they are doing. They won't let me leave my contract even though they can't meet their contractual obligation. Disgusting please avoid so you don't suffer the same fate.”

Helpful Report

Posted 6 years ago

“Hi. I've been TalkTalk customer about 6 years. The last 8 months I try switch broadband from regular line to fibre which they offer to me about 10 times by my TalkTalk account and promotional letters. But this was not possible because my address basically wasn't connect to fibre broadband line. They try sold me product which physically DIDN'T EXIST!!! They do mistake, but the worst think ever is that they never said that they do mistake. They offer me this product for another 8 months, this is mean they are lie to me for next 8 months. I've done my private investigation. I sent letters to ombudsman, openrich, bt, virgin and fibre NI association and customer advice and they are clearly answer me that TalkTalk CAN NOT connect me to fibre broadband because my address IS NOT connect to fibre lines!!! This company is completely incompetent. You CAN NOT trust TalkTalk at all. TalkTalk is a company that lies to its clients in order to achieve property benefits. I've got all letters and conversation from all company which I spoke with, so I can proof every single word what I said. Martin”

Helpful Report

Posted 6 years ago

“I have an on-going issue regarding my broadband service for over 2 years now. Customer service also polite but use less as they have send me a new router 2 years ago with no improvement on my speed. In the past 30 days they have send me open reach who could not find any problem with line stating that I need a talk talk speed engineer. A talk talk engineer was booked and showed late and was even very bad tempered reporting that there is a fault with outside lines and open reach should visit again. I waited for the third visit between 1300 and 1900 and nobody showed up this is when I have called talk talk on the same day and asked where the engineer is and I have been told he will show up before 1800 but nobody showed up. Till now I have spent atleast over 30 overs waiting or talking to them with no chang in my speed. Last talk talk manager I spoke with wanted to convince me to stay home for the 4th time for another open reach engineer. My question to her was if the two previous engineer failed to rectify the problem and the third one did not even show up what make you think the next engineer will do? And if I stay in and this engineer do show up and say the same thing as first open reach enginer said "there is no problem with the lines" what would you do then about my speed problem? She simply said " then you are free to cancel your contract"!!!! I have paid talk talk every month via direct debit and never get the service they have promised and now they simply asking me to cancel my contract. They would like that to get rid of me. I have now asked for an email instruction from talk talk to explain how I can request for all the information they have from me including the transcript of all telephone conversations based on freedom information act. Im now determined to take my case to Ofcom and court. I would like to hear from others with the same issues to make a stronger case or taking talk talk to court as a group. What ever you do, do not cancel your contract with them till you get what you have been promised and compensation, as soon as you cancel your contract they will not be reliable as you have requested for the cancellation. TalkTalk have failed to address the issue of failing to deliver promised internet speeds when given opportunity for over 2 years in my case, they failed to offer any sort of realistic compensation for them failing to deliver on their 'speed' promise and so far compensated me around £7 which is insulting. If you are thinking of joining talk talk, please don't. It is a torture. If you are already with talk talk and have similar issue please let me know. If you know already any other group whom are taking action against talk talk I would like to get in touch with them.”

Helpful Report

Posted 6 years ago

“Problem with broadband speed”

Helpful Report

Posted 6 years ago

“Worst Broadband ever existed”

Helpful Report

Posted 6 years ago

“Nothing but problems I rushed into my package due to low cost, I have the 76mb package and I’m getting less than my minimum guaranteed speed and they won’t allow me to cancel internet only went live on the 1st of June but they are saying that I only had till the 4th to cancel, had two engineer visits and still not sorted internet keeps going off and speeds are fluctuating that much it’s slower than non fibre. Do not go with this company you sit on the phone for hours to an Indian call centre and they do not give any compensation for the service issues I will be calling them tonight and telling them i am cancelling and I will not be paying fee. NOT WORTH THE MONEY...”

Helpful Report

Posted 6 years ago

“Avoid at all costs. Nothing but problems since day 1 with this cretinous company. Fortunately I'm coming to the end of my 12 month contract, and I can't wait to jump ship. Broadband intermittent and slow and the sound on the tv stops working for days at a time. Terrible customer service, and dodgy equipment that doesn't work. I've had 20 plus phone calls to their largely inept agents who dont fully understand the gravity of my problem, plus 3 engineer visits, yet they have not solved my technical problems. I have asked to cancel and they, despite all of my problems, are insisting on levying a cancellation! They couldn't care less about my problems, and are just interested in the rest of the payments for my year contract. Have never experienced customer service like it. I'll be going to a new provider, and will be happy to pay a bit more for much better service and equipment that works. Honestly don't be tempted in by their low prices like I was. What a mistake that was. I'd go as far as to say that they are the worst company I have ever dealt with.”

Helpful Report

Posted 6 years ago

“Hello everyone, !!!!!!!!!!!!!!!Please, read it till the end before making decisions to use TALK TALK broadband provider!!!!!!!!!!!!!!!!!!! My experience with Talk Talk (TT) is just a nightmare! DISASTER!!!!!!!! I would rate -10 if could. I could not imagine worse service than that! Customer advisor agent made me cry on the phone!! I have all the records of people I was speaking to. First, I received my broadband, installed it myself, however internet did not work. I called "TT" to book an appointment with engineer. App, was booked in and customer advisor told me that I do not need to be at home as engineer just needs to enter the building (so I can stay at work). On the day of appointment I received a call from engineer who says that he needs to enter my flat thus I had to reschedule the appointment again as I was at work. On the phone engineer told me that he has entered my building but I was so surprised "HOW"?! - as I live in a block of fats with very restricted entrance to the building. OK FINE, I called TT again to reschedule an appointment but Mr Jomes told me that I cannot, as I need to wait for some sort of "feedback" from engineer. OK, 1 day more I had to wait. I rescheduled it for Friday 9 th June 2018. Had to wait for 10 days to get a proper engineer appointment. Had no internet since beginning of May……. Friday comes, I run fast after work just to be on time when engineer comes but HE DID NOT TURN UP! Then, I called TT again. Lady on the phone was rude, could not solve my problem. She pretended that she will transfer me to a manager, however she just transferred me to her friend in a call centre. Her friend did not have a clue what she is talking about, she could not book an appointment with engineer for me, thus she put me on hold for 36 mins. All this time I was waiting for her to reply, and in the end, she just hang up the phone. Later, the same evening I called TT again to book an app. with engineer but I was told that company goes though "system update" and again I need to wait till Sunday 8pm to get my problem sorted. At this point I could stand that anymore. I have already lost roughly around £1000 because I run my own business and I am dependent on internet. Since beginning of May I am without internet. Today is 12th of June! Also, I am already paying for internet for 2 weeks already and I do not have it?!! I have received a bill for £25 instead of £19?! !!!!!!!!!!NEVER EVER USE TALK TALK!!!!!!!! It is a NIGHTMARE! SI was crying on the phone as I felt so powerless in this situation. Customer advisors just do not care, put me on hold, hang up the phone. I have filed the complaint but still DID NOT hear back from MANAGER. THANKS, PLEASE CONTACT ME ASAP”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 84%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult

TalkTalk Reviews