Name: TalkTalk
Rating: 1.19

“Shameful. I lasted less than 1 hour as a customer. I was promised one thing then sent to another department who couldn't fulfil the package I wanted as promised by the sales team. Not great at all.”

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Posted 7 years ago

“Slow internet speeds and very crafty sales agents. All I asked for as a change of address and was discreetly put on a 24 month contract which was never discussed or agreed. Customer agent on chat was quite rude with repsonses”

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Posted 7 years ago

“Absolutely fuming!! Moved house on 13th July and still no internet! I called up on the 26th June to advise and was informed it would be switched over on 16th July. I’ve called countless times since and spoken to several people who said they would log a ticket and it would be completed in 3-5 working days. Yesterday was the 5th working day and STILL no internet. No one I speak to seems to care, my emails go unanswered and I’ve had enough. It’s now 17 days since I was meant to have had my internet connection switched over, and over a month since I booked it in. Need to spend less money on advertising and more on customer service training.”

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Posted 7 years ago

“Customer Services department in South Africa and the Phillippines are utterly useless. Everything is repeated and done from a script. PLEASE bring back Customer Services to the UK”

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Posted 7 years ago

“Worst service ever. Avoid at all cost I spent hours on the phone for the service”

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Posted 7 years ago

“Slow internet. Customer service cannot understand english and are incompetent. Avoid!!!”

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Posted 7 years ago

“Horrible experience, engineer came to sort out the internet, he didn't manage and I wasn't told of that. I've been waiting for days with no internet, I've got in touch with them and they tell me they'll send another engineer in 3 weeks "hopefully" he'll sort it out meanwhile I have to pay. My friendly recommendation: avoid this company as much as you can :-)”

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Posted 7 years ago

“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””

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Posted 7 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 !!!!!”

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Posted 7 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 7 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 7 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 7 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.”

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Posted 7 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 7 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.”

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Posted 7 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.”

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Posted 7 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.”

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Posted 7 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 7 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 7 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 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