TalkTalk Reviews

Name: TalkTalk
Rating: 1.19

1.2 Rating 1,513 Reviews

4 %

of reviewers recommend TalkTalk

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Metrics

1.2

Based on 1,513 reviews

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

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TalkTalk 1 star review on 11th October 2024

Anonymous

TalkTalk 1 star review on 20th June 2024

Disabled, Excluded And Leaving

Anonymous

Anonymous // 01/01/2019

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“I don’t think I have ever dealt with a more inept and rude company. I had been with TalkTalk for 18 months, and during that time my internet cut out maybe 11-12 times. Dealing with this means having a one-hour phone call while the company runs a series of ‘tests’, which eventually work and restore the internet. I would ask them every time, ‘if you can repeatedly fix this reoccurring problem from your end, then why does it keep happening?’. I would receive a vague response. This culminated in December 2018, when I didn’t have any internet whatsoever for two weeks. They were initially reluctant to send out an engineer, and when they finally did, the engineer concluded that the problem was with a faulty router, and that TalkTalk need to send a new one. After another extremely long phone call with yet another rude customer service rep, who repeatedly denied that it is TalkTalk responsibility to send the new router (again, despite THEIR engineer saying otherwise), I was eventually passed onto a manager, who apologised and said that it is indeed their responsibility, and that they would send a new router right away. I might add that no refund was provided for the half a month I had with no internet. I was promised a call from a customer complaints department, which never came. I cancelled my contract on the 17th December and was told I would have to pay for the following month. I received a bill on the same day for £29, and an email on the 19th December assuring me that that was my final bill. I then received another bill on 16th January for another £29, despite the fact I’d already received an email stating ‘final bill’, and that my final date at the address was the 17th January. I cancelled my direct debit, assuming that this was a mistake on TalkTalk’s end. Wrong. Apparently, the process is that I was to be charged the full £29 for the dates between the 15th (when the bill is normally generated), and the 17th Jan (my final date), and that I would be reimbursed the difference. None of this was made clear during the cancellation process. Instead, I was charged an additional £12.50 for cancelling the direct debit. When contesting this on the phone with the extremely rude manager, Angelique, I was told that they would never have sent an email out saying ‘final bill’, and that I should have read the terms and conditions. Firstly, they did send that email, I was literally reading it as we spoke and offered to forward it onto her (I wasn’t allowed to), and secondly, I questioned when these terms and conditions were provided to me (they weren’t). Thirdly, Angelique is possibly the rudest manager going. I had to ask her numerous times during the call to stop interrupting me (it didn’t work). And by her saying that they would never send an email that I was literally looking at is tantamount to calling me a liar. Finally, why isn’t this process made clearer? I feel that all of the above is done to deliberately mislead the customer, so they can get that one last additional bit of money from them. Fine, have it. I would pay ten times the amount to not have to deal with your awful internet, and terrible customer service ever again. If you are reading this, I cannot emphasise strongly enough to you that you should avoid this company at all costs. If you choose not to follow this advice, then I wish you the best of luck with your awful internet, and monthly one-hour phone calls to resolve the issue.”

Helpful Report

Posted 5 years ago

“Talk Talk is probably the worst company I've ever dealt with from very poor product to embarrassing customer service.”

Helpful Report

Posted 5 years ago

“Very bad customer service lady was talking to me hanged up the phone on me. I am a loyal talk talk broadband and mobile customer for years. I turned off Mobile data on my phone when I found out I was going over my data limit for the month but talk talk was charging me £2 every day for early in the morning when I'm fast asleep. There's no way I could have turned my mobile data on at that time when I called to tell them instead of sorting it out customer service lady hanged up the phone on me. Leaving talk talk mobile will never use it again and will make sure none of my family and friends use talk talk mobile. Wanted to give them 0 stars couldn't do that so had to give 1 star. VERY VERY BAD CUSTOMER SERVICE AND KEEP CHARGING FOR SOMETHING I DIDN'T USE. WILL NEVER GO BACK TO TALK TALK MOBILE EVER.”

Helpful Report

Posted 5 years ago

“This company is a scam, they selectivity reduce bandwidth, which is why lots of people dont get a stable internet connection. On top of that they work with ookla one of the companies who run the speed tests and selectivity increase bandwidth when running a speed test so it looks like you have good speeds when you dont. They are such a dodgy company. There customer service advisers have no idea this happens which is why they always think people are getting the speed they pay for when they really dont, so there is no real point dealing with them. I wish the uk had better laws regarding how these comapnies can operate because what they are doing is illegal, if i pay for a pizza and only get served a slice that company is stealing from me...well if i pay for 30mb/per second and only realisticly get 230kb per second when running a private download test (not one of the ones talk talk speeds up when they are running) well thats fraud. Thing is talk talks customer service team probally have no idea this happens and maybe even some of there tec team, hence why they cant help out....all in all avoid this company like the plague.”

Helpful Report

Posted 5 years ago

“I signed up for 12 months back in October 2017, once the 12 month was up I rang up to cancel. They told me I couldn’t as still 6 months still remains. After contacting customer service and spending hours on the phone I found out they set another direct debit up without my consent 6 months in to my contract. I had to speak to my bank to try and get this money refunded. Yesterday I received email demanding money with late payment charges. Nothing but hassle from this company and the service is terrible.”

Helpful Report

Posted 5 years ago

“@TalkTalk My mother who is 74 has been repeated lied to by talk talk and basically conned, now I'm trying to switch from talktalk the blatant mis information from talktalk is astonishing and immoral, even though the contract ends on the 31st Jan 2019 and have given more than 30 days notice (I was told that I could only initiate cancellation exactly 30 days before end of contract, this turned out to be another untruth), my mum received a letter today saying there will be an early cancellation charge, when I rang talktalk, Emma customer services said this was a 'mistake'. Talktalk practises are immoral and at times have been bullying to my mum who is not in good health and is 74 years old, shame on you talktalk”

Helpful Report

Posted 5 years ago

“Been trouble since the very first day. Installation was delayed for broadband and then it was going to take another week for tv. I needed to make payment but their payment system was down and they charged me £12.50 for late payment even though they assured me 100% I wouldn't be charged. Now they want an extra for £4 a month even though I'm on a fixed 18 month plan, and only 3 months into that plan. Customer services are a joke, worst company ever, avoid at all costs.”

Helpful Report

Posted 5 years ago

“Rudest customer service ever! And rudest “South African manager” cancelled contract after being called a liar, internet is rubbish and they try to charge you for the problem. Avoid at all costs.”

Helpful Report

Posted 5 years ago

“Worst Internet provider ever! Absolutley unbearable company to call to get any customer service... I swear it's just 6 people passing a phone around a room asking you to wait for 3-4 minutes... For 55 minutes...It feels like a joke when they keep saying we'll be moving you to another department and you end up on the phone for another 55 minutes to speak the same person, even if you try and make a complaint... Dreadful. AVOID AVOID AVOID!!!!!!!!”

Helpful Report

Posted 5 years ago

“Never been in contact with such a bad customer service. Make you lose your time and do not answer to your issues”

Helpful Report

Posted 5 years ago

“Appalling phone and web chat service. Hardly any speak English to a proficient level and never ring back.”

Helpful Report

Posted 5 years ago

“Price charge for tv service”

Helpful Report

Posted 5 years ago

“It is impossible to have any dealing with their call centre that takes less than 50 mins. I'm almost in tears. My service has been poor since the start of the contract and every time I get in touch we just go back to square one. Please go nowhere near them. It's so worth paying a bit more just to not have to deal with them”

Helpful Report

Posted 5 years ago

“So it is my fault that due to the number of calls being received, probably from disgruntled customers, that I had to wait over 35-minutes (on many occasions) to speak to someone in TalkTalk. (Not FOR EVERYONE) Poor customer service - UNDERSTATEMENT. They will increase your direct debit payment without letting you know. I have spent hours on the phone trying to resolve the many issues that I had with them. I have had no alternative but to cancel my account with them. This took over 3-hours to sort out. Not even an apology or an attempt to retain my business. These are just a few incidents where they have completely frustrated me. Avoid, Avoid, Avoid.!!!!!!!!!”

Helpful Report

Posted 5 years ago

“I have been a customer for 15yrs and was mystified to read the poor reviews from people who had problems. Now that I have had problems since September 2018 I know exactly what they mean! I have spent hours on the chat and phone with very polite advisors, but the resolutions are never permanant. Following three visits from BT engineers who identified line problems I had an actual Talktalk engineer visit last Friday. He carried out tests using his equipment and we both saw that I wasn't getting the speeds that I pay for. He tried the latest router - problem solved! Increased speed and no wireless drop off. He wrote his report into his Talktalk system whilst I was there and told me I would get a new upgraded router. Not recieved so today, another hour spent on chat, told me I couldn't have the upgraded router because they needed to carry out a new health check! Waited on chat for 20mins - to discover I had been cut off! It's now 3hrs later and there has been no attempt to contact me, and they obviously know who I am. I believe that they will leave me with this current situation and when it comes to re.newing my contract they will offer an appropriate router to achieve the correct speeds - but guess what I will without doubt switch!! Pleasant staff but sadly an appalling service.”

Helpful Report

Posted 5 years ago

“Talk talk is undoubtably the worst service provider that o have ever had the displeasure of using or experiencing. I signed up for the super fast fibre broadband with an expectation of high speed internet, based on the promises that their sales team gave me. Despite repeated warnings from family and friends not to use them, I still signed. They told me I would receive an average of 62mbps but very rarely did I get anything above 16mbps. The router had to be constantly reset to reactivate services on the line and trying to challenge this with their customer services team (who aren’t even located in UK) was always a very long winded and unsuccessful effort to say the least. I have opted to change providers prematurely before end of contract and claimed that they did not provide the services that they advertised or promised me. Their only response was “it’s in the contract that you will only receive minimum of 16mbps) They made umpteen excuses about how their services are fed in to the property, inclusive of lines being a long way from distribution panel and cables not being sufficient for speeds that they claim you can get. In all, even other providers that use the same hardware to distribute there services, have much better tact and understanding on how to satisfy a customer that has justified concerns about what they are paying for v’s what they are actually getting. I cannot stress enough how much I would advise even my worst enemy not to go with talk talk. Any savings that they may try to offer is not worth the hassle and blatant disregard for customer support, services, satisfaction or value.”

Helpful Report

Posted 6 years ago

“I am disgusted in Talktalk, they make a lot of promises, but nothing is real. It is a scam! I was trapped into the offer of their 30 day guarantee. Firstly the 30 days starts from the day you sign up. It took 12 days for them to actually connect me, however my 30 day guarantee started its countdown 12 days before. Then after I was connected on the 12th day of my contract, I received an email saying please give us 20 days whilst we fiddle with your connection until we make it perfect. BANG 30 days are gone and I certainly had no perfect broadband connection from day one. I cannot connect to Netflix, it is like the dark ages connecting to any website, and forget playing a game or ordering food online. 2 Months down the line and I still have the worst broadband I have ever known. Their customer services team and management customer services are based in somewhere like Thailand, so they are extremely hard to understand and they talk very fast, they have a strict guidelines of what they can say so you go round and round in circles and get nowhere. I have spoken to them maybe 10 times (8hrs wasted) in 2 months. No further down the line, no joy and no decent broadband, but sadly still paying for the privilege!!!! One of their own engineers told me that they are currently, for the past 3 months or so, giving out 3rd generation hubs that do not actually work, hence my problems and I am sure countless others. But in order to get a first gen hub that works, you have to pay more, I do not even want to pay them a penny after the stress and bad service they have given me. I may be stuck with these thieves for another 10 months, but I hope you do not have to. Had I have read the reviews I would have never signed up with them. Ugh! I may be stuck with them, but I won’t go down without a fight, I will be contacting CISAS – the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom.”

Helpful Report

Posted 6 years ago

“The worest experience I have ever had with a company, if there was a rateing of minus 10 I would put that without any relactance. I had four appointments to install the braodband and all of them failed for lousy reasons, the engineers they work with at openreach are the worst kind of human beings. I have been waiting for more than a month now just to get a damn broadband installed”

Helpful Report

Posted 6 years ago

“on boxing day in 2018 i was not eble to get on line asusual so i call them to get this up & running again then i was was on line but on the 28/12/18 it was down again all day asusul so i call talktalk again to sort this out and do u know somethink ? thay lie to me on the phone telling me that i was on line when i was not on line at all so thay sat there and told me a pack of lies as this happend 2 times in one one day as i call tham back to tell them i can`t get on line. as thay told me i am on line as thay say to me that at there end its on but at me end its not on at all as what a poor service thay give to u all the dam time as this is not good at all so when i was on the phone again to them to get this up and running again as now i am back on line at last but for how long. as what a bad s**t service thay give to u all out there as long as thay get your cash of u that don`t care what u land up with at all.”

Helpful Report

Posted 6 years ago

“I signed up to Talk Talk Broadband at the begging of August this year (2018) as a new customer. At the time I was promised a £75 Amazon voucher if I signed up on line. After signing up I received an email informing me that I had to wait for 90 days before I received the voucher. Almost 135 day later, still no voucher. I contacted them again and again, they eventually said that it would take up to 60 further days as they need to open & escalate a claim. Just found out from a customer service manager that the claim needs to be closed as they no longer offer the voucher scheme, it was a 3rd party who offered this NOT Talk Talk. So in short... no voucher on its way, no help from Talk Talk other than fobbing me off. Very very disappointed customer. NOT EVEN AN OFFER OF ANY FORM OF COMPENSATION.”

Helpful Report

Posted 6 years ago

TalkTalk is rated 1.2 based on 1,513 reviews