Name: TalkTalk
Rating: 1.19

“I would like someone english to call me and take ownership of my account and follow through from start to finish because for three months now I am just going round in frustrating and fruitless circles. I just want the broadband that I am paying for!!”

Helpful Report

Posted 7 years ago

“I usually read reviews before i buy something. Unfortunately didn't read any reviews for talk talk before i set an account with them. I called them on 02.11.17. Today is 29.11.17 and still no internet. Long story short, just don't choose them. Pay 2 pounds extra to someone else. I believe its worth the frustration you are going to avoid.”

Helpful Report

Posted 7 years ago

“The worst service ever. Waist of time. Waited 5 days for connection, everyday had to call and tell that we still haven’t internet, everyday was promised that will work today, never was connected, 5 days canceled and orderder Virgin media, we never had any problems with virgin media. It was a waste of time and money for calling everyday at least half an hour on the phone. Never ever again.”

Helpful Report

Posted 7 years ago

“1. Setting up: disabled, brain damage: password & username allocated by them, with personal details incorporated, over phone. S/ting went wrong writing it down. Cd not Access a/c for 2 years. 3 x40 min phone calls, ending in tears because of fast speech and difficulty understanding. All I wanted was a system reset or a fresh start. Finally desperate sit in at TT office gave me new one, but still too long for damaed brain to handle. Waited till end of contrct and cancelled. Received letter accepting cancellation. Sincé then have been harassed for payment I do not owe. TT took 3 payments from my a/c after cancellation, refunded by Bank. TT said they did not know I had cancelled. Sent them copy of new provider's check list showing they had been notified (and had sent me a letter). Thought it was all done as no reply to letters exchanged in early March. Have just received a notice of intent, giving me 6 weeks to pay or be taken to court. It is tempting to pay to get them off my back, but I know I am not the only one treated like this. If this goes to court, they will lose and I can ask for day-care for my cat, a special disability vehicle to get to court, and the cost of a carer to accompany me. Their different departments do not talk to each other, in person or via internet, so there is no one person you can contact. I regret using them as my first experience of my own computer (before housebound, used free library). Whatever the speeds, offers, etc., accuracy in delivery is vital and in this they have failed.”

Helpful Report

Posted 7 years ago

“Terrible company. Signed up in 2016 for broadband. Wasn't happy with the service so about 6 months later (can never get through) I got in touch and told them of my woes. I was told if I upgrade my contract then that will solve all my issues... Well I did that and tbh saw an improvement for a short while, then my Wi-Fi started dropping for no reason, plus the connection was unable to cope with 2 devices (paying for 50meg so should be a doddle) Tried many times to get through to their customer service. Always seemed to be a never ending wait to talk to someone. Even got through on a couple of occasions and had phone put down on me!! Eventually iv got through to a "manager" (after been on hold for 30mins!!) to be told that when I upgraded my broadband I was signed up to another 24months!! I told them I was unhappy and”

Helpful Report

Posted 7 years ago

“Terrible company. Signed up in 2016 for broadband. Wasn't happy with the service so about 6 months later (can never get through) I got in touch and told them of my woes. I was told if I upgrade my contract then that will solve all my issues... Well I did that and tbh saw an improvement for a short while, then my Wi-Fi started dropping for no reason, plus the connection was unable to cope with 2 devices (paying for 50meg so should be a doddle) Tried many times to get through to their customer service. Always seemed to be a never ending wait to talk to someone. Even got through on a couple of occasions and had phone put down on me!! Eventually iv got through to a "manager" (after been on hold for 30mins!!) to be told that when I upgraded my broadband I was signed up to another 24months!! I told them I was unhappy and”

Helpful Report

Posted 7 years ago

“bad service badtv bad landline atrocious broadband crappie router even worse TV box worst customer service you could imagine.we only went with these muppetts because we were with AOL for years and had great service until these idiots took over AOL. If you get problems which you most definitely will you only get to talk to foreigners who end up just cutting you off and you have to start again to resolve the problem.top and bottom of this is STAY AWAY FROM TALK TALK THEY HAVE GOT TO BE THE WORST COMPANY IN THIS COUNTRY BY FAR for anything!!!!”

Helpful Report

Posted 7 years ago

“I have been with talktalk since it started for the last six months my broadband as been rubbish i have them loads of time still paying for broadband that's no good”

Helpful Report

Posted 7 years ago

“signed up, waited for an engineer visit to connect new line, engineer came found telegraph pole at full capacity unable to connect me, informed me i would have to wait for openreach to do something (what or when unclear) NOT TALKTALKS FAULT what is talktalks fault; I called talktalk to find a complete lack of English speaking or understanding call centre, then unable to tell me more until get engineer report sit and wait, fair enough!! following day though talktalk inform me i missed the engineers appointment to connect my services and would have to rebook an engineer... again contacted talktalk this time via online chat, which after an hour I was passed to 5 different departments, spoke to 5 different people explaining the issue and giving my details each and everytime for them to say, I missed the engineers appointment... I asked to cancel my services no less than a dozen times eventually got it cancelled asked about router return and told to call an expensive 0870 number to get a returns bag. wasted day waiting for an engineer, wasted time calling talktalk, wasted time online to talktalk, want more out of me for a returns bag. All in all TalkTalk has proved to be the poor rated company people say it is!!”

Helpful Report

Posted 7 years ago

“terrible customer service. reported the fault four times. kept getting cut off to customer service. can't hear customer representative because their telephone system is so bad, lots of noise from other service reps and interference. Difficult to understand the strong accent of the overseas service rep.”

Helpful Report

Posted 7 years ago

“Beyond appalling company. Huge regret ever signing up. Utterly shocking. No communication. No Help. Abysmal service. AVOID!!! 3 months gone - absolutely disastrous company. Still no TV box yet, no broadband speed, constant line drops, no customer service. Solicitor informed, Ombudsman informed. Talktalk directors informed. Re: Talktalk To whom it may concern: Complaint reference number 1-000004-952537-0 I now wish to assert my right to cancel my contract with Talk Talk with immediate effect. I believe there is an obvious Breach of contract by yourselves in this case (defined as happening where there is a legal cause of action and a type of civil wrong, in which a binding agreement or bargained-for exchange is not honoured by one or more of the parties to the contract, by reason of non-performance). I believe in fact that there has been a fundamental breach of a contract i.e. a breach so fundamental that it permits the distressed party (myself) to terminate performance of the contract, in addition to entitling that party (myself) to sue for damages (should I chose to in due course). In a nutshell, my basic consumer rights when it comes to broadband are as follows. All goods and services must be of satisfactory quality, fit for purpose, delivered as described, and provided to a proper standard of workmanship. In other words, the phone, broadband (and consequently related TV services) should be provided as promised and should work. Both parties must comply with the terms on the contract. If I consider my provider to be in breach of the contract (e.g. if I’ve not been delivered consistent and promised service) I have the right to cancel it. The contract with my broadband provider must be fair. Subject to the above I have the right to cancel the contract at any point – and in such dire circumstances I would not expect to pay a fee to do so. So, why have things reached this stage: The salient facts are these, which can and will be supported with extensive notes on telephone calls and livechats I have made in order to complain (including times, dates, and in several cases accompanied by full transcripts of the livechats with members of your organisation): Despite almost 3 months of numerous and horrendously time consuming attempts to get ANY of the THREE parts of the service I signed up to (with accompanying expected high service levels which I could reasonably be entitled to expect to receive from a supplier such as yourselves), I still have NONE of them as promised. Furthermore, despite my most determined and relentless efforts, it has proved impossible to fathom a way through your labyrinthine complaints procedures, escalations procedures, different departments and different stories (some would say “outright lies”) which I have been given by numerous members of your organization. I have endured numerous, futile and immensely frustrating calls and “Livechats” (usually with remote personnel in the Philippines and elsewhere who clearly are often unable even to access your own systems and CRM systems nor understand the technology or customer service processes properly), I have received countless (failed) promises of such things as “escalations to managers”, “definite resolutions”, “dates for service and equipment to be supplied”, “engineer visits”, “scheduled call backs from a manager” and many, many other such failed promises, yet STILL nothing has been provided in line with ANY of the services I contracted for. In essence, 3 months ago, in early August, I signed up to a TalkTalk package which promised: Fibre broadband (minimum speed 15mb/sec), TalkTalk TV (including a set top, recordable TV box, which an engineer was to install in person), and the package included Sky Sports. The “activation” date, i.e. when my phone number was transferred from my previous supplier (Sky) was 16th August. The broadband was still not working by the following day and thus on the 17th August I made my first call to try to resolve the issue. Since that date, the rest has simply been a litany of failures by Talktalk, resulting in my having completely unreliable, snailspace broadband, no Talktalk TV, no set top box, no Skysport, and seemingly no hope ever of resolving this despite endless attempts by myself. In summary, after almost 3 months of endless, deeply frustrating and angst-ridden, tortuous attempts to get ANY parts of the service I signed up for to be available and to work, to date I have the following miserable outcome: 1. A line which typically provides barely 2mb/sec broadband speed (rather than minimum 15mb/sec promised, which it has never come even remotely close to reaching). 2. A broadband connection which CONSTANTLY disconnects (or as your Livechat people say; “drops”) – typically randomly dropping-out 15 to 30 times per day (as confirmed by your own livechat personnel – for example, by 1pm on the 10th October your livechat person “Donald” said my broadband connection had already dropped 15 times that day, and also confirmed that I was only receiving “2megs of broadband”, not the minimum 15megs I should be getting). 3. No TalkTalk TV at all – my family has been without digital TV for 3 months! 4. Unbelievably, still there has no YouView set top box ever delivered or sent to me! – thus we have had no ability to receive any of the channels nor services expected since the middle of August. 5. As consequence of the above, we have had no ability to record TV programmes, pause them, or stream them, etc. 6. We have had no Sky Sports – again as an obvious consequence of having never received/installed a TalkTalk TV set top box! 7. I also have spent endless hours trying to get resolution of these issues. I have taken days off work to be available for deliveries which failed to occur, for engineer visits which failed to occur, and day taken up simply in endlessly speaking and live-chatting with your well-meaning but utterly ineffective customer services teams (I have notes and full transcripts available for several of these utterly fruitless conversations). 8. I have constantly had a family in various states of distress and anger for nearly three months due such things as: the internet/broadband/wifi “dropping constantly” which impacts numerous important things in domestic (and even work) life, such as: work from home )become impossible), personal use of internet (utterly unreliable), use of internet by children for X-box and other such things (half way through online games they are disconnected and have numerous times ended up in tears), the lack of set top box for digital channels (and also, crucially, for recording, pause, rewind, playback etc.), and lack of SkySports for my young son (before being persuaded to move to Talktalk by your organisation’s multiple false promises we had Sky operating perfectly for 3 years, and SkySport was a key “icing on the cake” reason to move to move to Talktalk). In summary, the decision to move from Sky to Talktalk has turned out to be the single worst decision I have ever made in 30 years of dealing with suppliers of services to my home. You service is beyond abysmal, and there is no possible light at the end of the tunnel. It is therefore now far beyond the point at which I am prepared to settle for anything other than complete cancellation of my contract and a full refund of any monies paid to you. Taking things forward from here: Although it is on your internal records and CRM systems that I had already been in contact to complain from the 17th August (the day following “activation” of service, my ongoing complaints were first finally “officially” registered by you on 30th Aug 2017. Bizarrely, the consequence of you knowing this official complaint date since all those weeks ago has NOT been that in the following eight long weeks your organisation actually managed (or even realistically attempted) to resolve any of them, but instead, that whilst Talktalk itself has singularly failed to contact me to attempt to resolve any of the numerous issues and complaints above (and despite promises verbally in an livechats which I have full transcripts of), your organisation has ITSELF now sent me a letter pointing out that since YOU are aware that YOU have failed to take any successful actions to resolve any of my issues for over 8 weeks, I am now able to complain officially via the Ombudsman/CISAS – you even helpfully provide all their contact details and relevant information to me! Would you not have been better actually solving the problems during those eight week rather than sitting on your hands simply waiting to be able to write to tell me that I can now officially complain! The facts are that all broadband providers (such as yourselves) are signed up to an Alternative Dispute Resolution (ADR) scheme, who will step in and resolve issues. As it has now been eight weeks since my original (officially registered) complaint and nothing is resolved, I should contact the Ombudsman Services about the problems I’ve been having. An alternative is CISAS. I shall indeed be following this advice. I am posting this and supporting documentation to the Ombudsman via Royal Mail today. And much more… In addition to putting all this shoddy tale in writing to the Ombudsman, I will also be forwarding this letter (and all attachments) to your Chairman, your CEO, and to all the various other executive directors and non executive directors of your Company, whose names I have, and for the avoidance of doubt whose initials are: (Sir)CD, TH, CB, KF, JG, JA, CK and JP. I will also be forwarding/posting all the above details and/or summaries of my complaints (as a warning to others who may be contemplating contracting with Talktalk) on all the following places (this list is non-exhaustive, there will be more places I’ll be adding to this list - copy and paste makes it extremely easy): Trustpilot Review site Broadband.co.uk Reviews.co.uk Google review site MoneySavingExpert and linked forums TalkTalk's Facebook page Twitter at @talktalkcare and @TalkTalkBizCare @MoneyTelegraph will be copied in to my tweets Plus, your own various relevant offices, including the CEO, at the following postcodes (which you will know what they relate to) SO30 2PW SO30 2NP M5 0NH”

Helpful Report

Posted 7 years ago

“Been with TalkTalk for a few years now and hardly have had any problems. If i do, it's usually minor and is sorted out by the very helpful assistants on the live chat service online. Use all of the features provided (Homesafe, Virus Alerts, Supersafe) and find that the service is very good value for money!”

Helpful Report

Posted 7 years ago

“I can not believe this company scamming their customer like they actually do, especially in a country like UK ! I ve been a customer for few years. What they basically used to do is get a customer , offer him slightly better price than other suppliers and make him sign 18 month contract. Mind you lower price (for example £17 for a broadband) will just 12 months ,, after that price increasing to £29. So you call them to ask whats going on - they say discount now ended, but they can offer a new deal £19 with new 18 months contract. So you sign it again. Year after year, as you dont want "over pay" . But I had enough of they poor internet connection and decided to run them 6 months out by paying £29 for broadband and change my supplier. Got reminder set 1 month before my contract ends as expecting 1 month leaving notice will be required. After spending 30 min on the chat trying to sell me a new deal, I at last been confirmed 1 month leaving note is in place. I ve been offered to keep my number though and let new supplier know about it. I though okay - I only keep the actual same old number but not the line. 1 month later, I have new internet provider which doesnt even require telephone line - no news no final bill from talk talk. Contact them again , surprise ! They still providing me their service as I said I ll keep my number. So after arguing and providing them with evidence ( I keep all my caht copies) I ve been told I ll need to stay with them for another 1 month then they disconnect me. At the end of that month, surprise again ! I ve been charged now £39 , this time I was explained I m on rolling month contract now and another discount ended. 4 days left before I will be disconnected (thats what they said) . I really hope it will be the end now. This was the worst experience in my life dealing with service provider. Never ever again, Talk Talk is a swear word for the rest of my life. Will keep you updated if there will be some more surprises.”

Helpful Report

Posted 7 years ago

“A shocking company - PLEASE AVOID. I never received any internet or phone line. I cancelled within the 20 day cooling off period. Yet they are still trying to Bill me even though I have received previous letters showing 0 balance. Now they are saying the 20 days is from when I first ordered online - rubbish. The customer service is actually the worst I have ever received. Currently I have spent 6 hours on live chat over 4 nights to to sort an engineer and cancelling. When I rang up they said I have no account lol. The engineers only rang me 2/3 days later after I cancelled. Luckily I have records of all the conversations as they have tried so hard to charge me different monies for a service I had never received and different dates to try and go passed the 20 days cooling. DO NOT TRUST.”

Helpful Report

Posted 7 years ago

“I opened an account for first time .They sent an engineer two weeks later ,he told no talk talk connection is possible .so I cancelled within 2 weeks.They sent me a bill to pay 30 GBP.I tried calling them for an hour ,finally they said that I have to call my bank to get refund.Worst ever customer services with very bad English pronunciation.Non one understand what we are saying ,they just want to pass on to someone.please don't go for it.”

Helpful Report

Posted 7 years ago

“Tried to move my account to my new home through an infuriating phone call in which the customer service guy on the other end of the line was slow and obscure in answer to all of my questions. 2 days later I received a text message telling me they were sorry I cancelled my new order. I called to tell them I hadnt cancelled it, after being on hold for 20 minutes was told it was cancelled due to a 'technical error' and that i would have to set up a WHOLE NEW ACCOUNT. This took 40 minutes and was so ridiculously unnecessary, and the person handling the setting up of the new account simply laughed at me when I got frustrated. Absolutely shocking customer service, wishing I had cancelled, sucked up the cancellation fee and gone elsewhere. NO NOT RECOMMEND.”

Helpful Report

Posted 7 years ago

“I really don't know where to begin but suffice to say there is absolutely no way I could recommend Talk Talk to anyone. Their Online Chat service is OK but the support that these poor operators get from their colleagues is appalling. I have today written a recorded delivery letter to their managing director detailing my concerns which mainly come down to poor broadband speeds( far less(less than 50%) than promised in the contract) and complete failure to contact me at pre arranged times as promised. Really not good enough but if I don't get this sorted OFcom and the Ombudsman wil almost certainly be involved.”

Helpful Report

Posted 7 years ago

“overbill....scam...max.half speed internet than in the contract...never again!!!”

Helpful Report

Posted 7 years ago

“scam!!! never ever talktalk again!!!”

Helpful Report

Posted 7 years ago

“Do not have talk talk it’s do not works”

Helpful Report

Posted 7 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