“This company has a policy of disconnecting the call with the customer when you call to cancel their contract. It happened at least three times, the moment my husband would tell them he wants to finish the contract with them, they hang up. Then, they start sending letters to pay crazy amount of money and threaten with affecting the credit score. They rip off people who do not know their rights as customers. I tried to call and again, the moment I explained the situation they said they would transfer the call to cancellation department and just closed the phone. Absolutely awful experience. They do not even deserve one star.”
“I have been having have repeated issues with my broadband since moving homes in March.
I've been on 4 hour-long calls with them to improve the issue as service has always been good in the past but after three months of no results, me being unable to get in touch with anyone that can help - all I have gotten have been generic customer support tech help which hasn't solved anything, the same suggestions from a list of "solutions" which have not changed anything. I even suggested upgrading my account to something that would work and asked to be put in touch with who I need to chat with to make that happened but nothing.
Working from home is hard at the best of times but it has been rendered impossible by not only having horrible internet but the only times where they can help with my wifi issues are during my own working hours when they then need to run tests for long periods of time further impeding the work day.
This has been a total disaster, I have gotten no discount or refunds, and have been told their rates are increasing with no ability to say that I want to leave as a result of this. It's captive with massive switching costs even as their SLAs are failing.
This has been such a disappointing experience.”
“An absolute farce from day one.
I switched to Talk Talk for broadband last December. They messed up the opening of my account and said I had to go through the process again - but I would need to use a different email address as the one I'd given them was now associated with their screw up on their system...
I gave them a different email address and they spelled it incorrectly (the guy on the phone spelled it back to me using the phonetic alphabet and he got it right - but he must have typed it wrong!!). It wasn't just 1 letter wrong, it was a complete mess that wasn't even words...
It took them 6 weeks to rectify that mistake, and I had to repeatedly contact them about it as I hadn't been emailed any of my set up documents as they'd been sent to the wrong email address!
Talk Talk's live chat feature (I wanted everything to be in writing so they couldn't misspell anything again!) is painfully slow and in total I've now spent almost 5 hours talking to them! 5 HOURS!! One session alone was 2 hours 50 mins, so that should tell you how inefficient they are! The staff clearly don't speak fluent English as they make repeated mistakes (I don't care where someone is from, but you need to both be speaking the same language to communicate effectively!), so this adds to how much time you spend on the live chat.
Now, on the My Account section of their website (your home page when you log in) there is no information at all. Just a blank page. When I go to the bills section there is no info there either, just a blank page. When I click on the "Latest Bills" link there is a bill from Dec and Jan, but not the latest one from 15th Feb.... When I received an email in Feb telling me my latest bill was ready to view (really? Where??) there was a random charge of £2.56 for "services in advance". The deal I agreed to was a 24 month contract with the first 3 months free, so I shouldn't be charged anything at this point!
I honestly can't believe how much trouble it has been, switching my broadband provider. It's been a catalogue of errors right from the start, and the issues continue to this day. I now have to wait for one of their team to get back to me as nobody on the live chat could help me today.
As for their actual internet service? It's dropped out twice already. Both times for several hours, which has been very inconvenient as I'm working from home and need a stable, reliable connection.
I'm glad I moved away from Plusnet as they're the worst, but Talk Talk have made a terrible impression so far and have wasted literally hours of my time due to their incompetent staff and poor customer service. If you need to contact them I recommend live chat as at least you will have a written record of what is said.
Terrible company to deal with.”
“Like countless other Talk Talk Customers who were unfortunate enough to sign up to the unfathomably dreadful “service", I too received appalling broadband connection, below average broadband speeds (in my case 3.3mbps) and regular service disconnections.
After contacting Talk Talk to discuss these issues I was presented with a replacement router that resolved exactly none of these issues.
Talk Talk's broadband speeds really had a chance to show what they weren't capable of when two devices attempted to access the same WiFi network... Crash!
However, it is Talk Talk's unashamedly abysmal customer service and shockingly rude employees that win this internet and phone provider the award for number one company to avoid at all costs.
Counting down the days before I could finally break free from their torturous 12 month prison sentence, I attempted (on numerous occasions) to phone the company to inform them that I would like to switch providers................................................................
.................
..
Exactly that, the line went dead...
At first I gave Talk Talk the benefit of the doubt and assumed that it was a bad connection (I mean it is Talk Talk we're dealing with here) so I called them again and lo and behold the same thing happened.
Now, you know what they say about assuming things, right? Well, they certainly made an “Ass outa me"...
I was hung up on six times before a “technical supervisor" would speak to me about leaving Talk Talk and even then they wouldn't actually discuss the “leaving" part.
After barely audible, what I assume were “sales tactics" (or a desperate lover asking repeatedly “but why do you want to go?..."), I had managed to finally convince the “technical supervisor" that I no longer wanted to pay for a service which at best was barely provided. I was then asked to wait whilst I was to be connected to the cancellation department and after a reluctant ten minute wait I was greeted by the same advisor who then said “I will now put you through to the cancellation department". Guess what happened next........................................................................
Yep!! You guessed it, another disconnected call.
Though instead of breaking my spirits Talk Talk had only made me more steadfast. I researched method after method to leaving this soul sucking corporation and of course, there is no easy way out...
Sending a written letter to;
TalkTalk Correspondence Dept.
PO Box 675 Salford
M5 0NL
is a suggestion though if their telephone manner is anything to go by then I'm guessing that Talk Talk's letter box has an industrial sized shredder on the other side of it.
The email address for Talk Talk;
concerns@talktalkplc.com
is, not surprisingly, a dedicated complaints address... Feel free to use it and tell Talk Talk exactly how you feel about their service and don't be shy...
So yes, I had to pick up that phone again and delve once more, head first into the insane asylum that is the Talk Talk customer service “help" line. If only it was just “once more"...
Long story short and after much more perseverance, I was finally speaking with a Talk Talk Technical Supervisor “Manager" (at least that's what I was told). She advised me to call back in two days to cancel otherwise I would incur an early exit fee.
I kindly asked if she would put a note of our current conversation into their system so that when I called back in two days time I would not have to go through this recurring madness for the sixteenth time. She assured me not to worry and that all my requests will be logged and my next phone call to discuss cancellation will be simple and straightforward...... Now, do you think this was the case?... Well, that's a story for a different day...
SPOILER ALERT!!
It was basically Groundhog Day the movie if Groundhog Day had been based on a never ending circle of phone calls to Talk Talk requesting to cancel their service and then them hanging up.
I implore anyone who has even fleetingly considering signing their hard ‘earned over' to Talk Talk's money pit pockets to deeply reconsider. You will NOT get a fluid service and you will NOT be able to cancel their service without severe difficulty and countless hours of stress and endless perseverance.
No, No, No!!! Just don't do it!!! Not even if they are ridiculously cheap or offering cashback!!
THEY ARE A DISGUSTINGLY POOR PHONE LINE & BROADBAND PROVIDER!!
THEY DO NOT CARE ABOUT THEIR CUSTOMERS!!
THEY CARE ONLY FOR MONEY, THEIR OWN GAIN & PROFIT!!
THEY WILL SIGN YOU UP, BILL YOU & NEVER LET YOU GO!!
YOU HAVE BEEN WARNED...
Had Dante endured the ultimate displeasure of even three minutes dealing with a Talk Talk Technical Supervisor the “Inferno" poem he penned hundreds of years ago would certainly depict a far worse hell.
Abandon hope all ye who enter into a contract with Talk Talk.
You have been given more than fair warning...”
