TalkTalk Reviews

Name: TalkTalk
Rating: 1.19

1.2 Rating 1,506 Reviews

4 %

of reviewers recommend TalkTalk

Company Reviews

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Metrics

1.2

Based on 1,506 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“If you are lonely and need to talk with someone, I can highly recommend TalkTalk. Give them a call, first you can chat to someone in the technical department (they always seem to send you there first) They spend about 30 minutes going through security and then your previous communication. You get to listen to them apologising and then you are on hold listening to wonderful music and a nice man telling you how busy they are. Finally the person who's name I cannot pronounce says she cannot help but they will transfer you to someone who can. What a nice person. You now go on hold for 10 minutes or more listening to that wonderful music and the guy who reminds you how busy you are, before being put through to customer services. Same procedure, with another polite apologetic person. (being good at apologising seems to be key to getting a job at Talktalk). More security checks, more reading notes and more being put on hold. Guess what, they cannot help, but they will put you through to retentions. I don't really need to tell you what happens there but it is more of the same fun and laughter. I cannot recommend it enough. For the best experience though, sign up for a new contract, the salesman are like your best friend on acid. Seriously over 16 hours of phone calls nothing resolved and nobody ever calls you when they say they will. I even wrote to the CEO and did not get a reply. Shocking customer services employing cretins.”

Helpful Report

Posted 2 years ago

“Had fast fibre - No issues, all was working well - Until I moved house. followed the TalkTalk house move process and upgraded to full fibre. Or so I thought. took 2 weeks for appointment for Openreach to visit, never happened. Was told I had the wrong day. Took another 2 weeks before I actually managed to talk to someone in the Full fibre team to arrange a new appointment and was told I would have to wait a further 2 weeks for openreach appointment. At which point I was somewhat frustrated and tried to cancel. that took 5 hours on the phone. After this was confirmed I went with a different service provider, I have now found out that TalkTalk have canceled the order from my new provider as I still have a contract with them. I am so not happy. I just want to leave TalkTalk and have nothing more to do with them. But trying to actually speak with a real person that can understand English rather than just reading a script is nigh on impossible. I must have spoken to 20 people at talktalk via phone and txt over the last month trying to get this sorted. Incompetence is a word that springs to mind.”

Helpful Report

Posted 2 years ago

“Apparently once you go with talktalk you can never leave. I cancelled my renewal two weeks before it was due, to let them know I would not be staying with them. And now 7 months later, numerous phone calls, lots of misinformation on their part,debt collection letters and promises that my account had actually been cancelled I'm still being charged. This doesn't seem to be able to be resolved, and they are still demanding an outstanding debt that doesn't exist. If you like stress and not being listened to, or if you want to pay for services you don't have then by all means talk talk is for you. Also if you like the phone being put down on you they are great. Every month I phone to tell them I am out of contract with them and have been since February, they was paid up to date and still I get the same debt letters and then promises that everything has been resolved to then receive another letter asking for money. DO NOT GO WITH THIS COMPANY, THEY ARE INCOMPETENT.”

Helpful Report

Posted 2 years ago

“Have had dreadful signal for months now. Finally got through to be told that the box is faulty, 3 hours later informed that they can't replace the box as they don't have that sort but I can have a snazzy new one for £4 a month. No your equipment is faulty, I shouldn't have to pay, but yes seems I do. Their customer service is slow, and insultingly ridiculous. Will be leaving as soon as conteCt allowz”

Helpful Report

Posted 2 years ago

“How terribly sad the lack of consistent customer service skills, process and policy that are in evidence at this company. I have been on the phone to Talk Talk all morning and been passed through three different people and three different departments none of whom have addressed the core issues or concerns I raised about my non functioning land line and internet provider costs. My land line ceased to work prior to lock down I have kept a log of the excuses made but as I could no longer gain access to my on Talk Talk on line account the telephone calls I made to log problems with Talk Talk about problems with our land line and loss of internet services were on the telephone these / this have not been recorded by Talk Talk so as far as they are concerned never happened and are not on record or available which is the get out clause they have used especially when asked for a refund. They have refused to refund me the cost of this against my account. The cost of my monthly Talk Talk bill of £53.83 !!! This is outrageous given the cost comparison of other providers. I have still not had a clear explanation or break down of why this is or been able to gain any reassurance that any of the problems raised will be fixed. As someone who is disabled, elderly and hard of hearing the majority of staff have spoken very quickly despite my asking them to slow down and to speak a little louder. To say that some of them have been impatient is an understatement. They really do not appear to care about loosing customers maybe because they will then have less people to deal with. Please be warned. It is now mid afternoon I am exhausted I eventually hung up in complete frustration.”

Helpful Report

Posted 2 years ago

“DO NOT USE THIS COMPANY!! This company are absolutely useless. The most appalling customer service I have ever received!! Tried to upgrade my broadband and was told everything was ready to go, two weeks later it still hadn’t gone live on the new plan. After over 3 HOURS on the phone I was told that it hadn’t been processed properly and they would have to cancel my account and set me up as a new customer which is shocking! Told them I wanted to cancel my account all together as I would be going with a new provider due to the terrible service I had received. Again was told this had all been proceeded and I would receive a final bill and it was cancelled effectively immediately. 10 days later the contract had still not been cancelled and they have just sent me a bill for another month. More hours on the phone and I was told they hadn’t actually cancelled the contract even though I had received the cancellation email. I was told there was nothing they could do and they would cancel it today but it is a 30 day cancellation process. Absolutely disgusted with the customer service and apparently there is no was for me to lodge a formal complaint.”

Helpful Report

Posted 2 years ago

“Awful customer service from the second the rude and arrogant little man answered. He told me info about my acc without any data protection questions and abruptly told me that they could not offer a payment extension as it was my first bill… when I challenged him on his rudeness and abysmal customer service he blind transferred me to customer service… the women was at least trying to help but kept calling me Mr David (David is my first name) and there where huge pauses in the convo and all she kept saying was ok. Ok. Ok.ok which completely took forever… awful disgraceful service”

Helpful Report

Posted 2 years ago

“Everything is rubbish. No one can do anything for over a month and as I am writing this my broadband which suppose to go live on 29/7, is still not solved.”

Helpful Report

Posted 2 years ago

“Took a 18 month contract at £24 pm was advised of a free upgrade, scheduled for an engineer to attend twice to complete the upgrade, no one did attend as scheduled, tried calling talk talk to be on hold each time 45mins or long we to then be cut off by the other person taking the call, I have submitted two formal complaints, still not resolved and not formally acknowledged, avoid!!!”

Helpful Report

Posted 2 years ago

“All I wanted was the NOW Cinema package. A complete failure. I have talked to the helpline, used the Chat on line several times. On one occasion the rep hung up on me. They all promise that they are sorry and will arrange to fix the issue. One said it would take a week and nothing. Another again so sorry and they would take 48 hours still nothing. Promised emails never come. Many hours wasted. Even a message to concerns@talktalk.com remains unreplied to. An appalling service.”

Helpful Report

Posted 2 years ago

“I have had my broadband with Talk Talk for some time now. I am continuously disappointed by their level of Broadband service, customer service, and prices! Their Broadband CONSTANTLY drops out or is extremely weak, so if you sign up with them, don't expect to have good broadband at home. My contract with them has expired a while ago, but I did not want to move to a different provider as I was not sure when I would move house and therefore stayed with Talk Talk. They are now overcharging me on a continuous, where they are charging me £35 for a basic Broadband and upon contacting them them, they said they will only give me normal prices if I sign up for another contract. What a joke and what a rip-off. Stay away from them, there are so many better providers!”

Helpful Report

Posted 2 years ago

“Pathetic customer service from talk yalk. Most rubbish broadband company of Uk. Managers don't even have a manmers to talk to specially their complain Manager Lisa Coetztze.No manmers to be a Manager”

Helpful Report

Posted 2 years ago

“Every month without fail, I must stress myself by having to ring up TalkTalk about receiving an erroneously high bill for my FTTP and phone line service. By the way the FTTP is not at all, the quality service that it purports to be; several times a day it drops out. After losing the will to live ringing TalKTalk, my bill is adjusted to the correct amount and it happens all over again. After paying the correct amount and doing so on time, I then receive threatening emails that I have not paid my bill and I am warned about being fined. Where has customer service gone to? There is no accountability so companies do whatever they wish to, to customers, without fear as unless they belong to one of the Ombudsman's Services, they are not accountable. TalkTalk has become a deplorable company.”

Helpful Report

Posted 2 years ago

“Customer service is dire, every time I rang them regarding my account I got a different answer, after 5 months of complaining about incorrect billing it turns out I was out of contract, but no one saw fit to let me know, even they didn't know until the last phone call. Stay away from them.”

Helpful Report

Posted 2 years ago

“Ended contract almost two months ago. Paid off the remaining few quid due, have since then been bombarded by emails demanding money with menaces for a service I don't have and don't want. Tried to phone repeatedly, on the (very rare) occasions someone actually answers they deliberately cut you off within a couple of minutes.”

Helpful Report

Posted 2 years ago

“Customer service is a joke i was on 3 different livechats for about an hour each time trying to resolve an issue to no avail. Awful company”

Helpful Report

Posted 2 years ago

“Poorest customer Service - poor internal comms Outage for 3 weeks. Called talk talk advised no issues must be router Called talk talk Advised no issues I then forced them to book an engineer. 11th June No engineer arrives at my home- Text received saying no issues and will be working, not working Update requested on Status - told it was again working forced another engineer Sunday 12th another engineer due did not arrive - again text to confirm all fixed when it was not. Another call - booked another engineer 15th June - Engineer due does not arrive. 19th June - another engineer due not an open reach engineer basically did the same line test they advised to do over the phone. Said a new router was needed, not the case new one has not been used. I contacted the council directly who gave me a contact at open reach and I arranged the engineer directly. It took 2 days to resolve. Talk Talk have raised a complaint but say they'll contact me back and don't call back, I ring them they rearrange rinse and repeat, just like with the engineer.”

Helpful Report

Posted 2 years ago

“This has to be the worse company in the world. They are a massive SCAM. Cancelled my contract with them last March and pay my final bill, but keep sending me email every month to pay £12.50, last May i put a complain against them and they contacted me back apologising saying i don't need to pay anything, i requested a email stating that, they sent the email, but still every month i have emails and letter from them asking to pay my bills... BIG SCAM TALK TALK DO NOT RECOMEND TO ANYONE”

Helpful Report

Posted 2 years ago

“Terrible customer service - have admitted they have continued to charge for an account that they agreed to close 2 years ago. Now won’t tell me when or how much they will refund. Initially gave an apology and promised a call from a manager within 24-48 hours but no call and now spent 40 minutes on the phone to establish they won’t tell me anything - refused my GDPR request and to raise the issue as a formal complaint.”

Helpful Report

Posted 2 years ago

“Great service. Friendly, professional and efficient. Good value for money. I love the 'Promise to Pay' option which gives the customer more control. Never had an issue with TalkTalk.”

Helpful Report

Posted 2 years ago

TalkTalk is rated 1.2 based on 1,506 reviews