Name: TalkTalk
Rating: 1.19

“The worst customer service ever! Takes forever to resolve the issue, they have no clue of what they are doing and they put you on hold most of the time for about 10-15 minutes! They never answer anything to the point, and you have to waste your time listening to the useless chatter! Incredibly annoying!!! THE WORST!!!!”

Helpful Report

Posted 8 years ago

“Customer service is diabolical. Call centres seem to all be based India/Pakistan. They gabble on almost unintelligibly, and you have to ask them to repeat their selves numerous times. My phone has now been out for 19 days. Fault diagnosed with external line 14 days ago. I have now had enough of being stressed out by their useless customer service, and am changing my provider to one with its call centre in England.”

Helpful Report

Posted 8 years ago

“Utterly, utterly useless from start to finish. Nothing but incessant problems which they are unable to resolve. Customer service team are completely clueless. Must have spent more than 12 hours on the phone to them with no resolution. Now trying to break my contract and 'unidentified issues' mean I cannot port my phone number to another provider. Spare yourself the pain - do not do it!”

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Posted 8 years ago

“The worst broadband providor on earth! Avoid like the plague.”

Helpful Report

Posted 8 years ago

“Appalling customer service staff, can barely speak or understand English. They read to you from a card and are unable to understand if you veer away from their pre loaded replies. Ask to talk to a manager and be kept waiting 30+ minutes, then you are placated and lied to just to get you off the line. Their complaints dep't is also based in Asia, so don't expect any satisfaction! Their "cable" service is only to the main service box, then it is normal phone line to your property.”

Helpful Report

Posted 8 years ago

“Avoid at all costs. As soon as something goes wrong you'll understand that you made a very bad decision joining them. My phone and internet went dead. As my account was on my wife's name I used their chat service to contact them. Assuming there was a woman on the other end they brush it all off telling there is nothing wrong with the line and were asking me to do all of diagnosis. After an hour of me telling them is the line that is at fault and not the route I gave up and told them I was in fact the husband and I wasn't exactly a tech idiot. Suddenly they managed to find a fault with the line. Sexiest that apart I kept being transferred from department to department the entire afternoon spent dealing with them getting nowhere. I was promised a call back by a manager which didn't happen. I had to call them. Again 2 hours and 10 minutes being passed from one department to another. All the time talking to managers who could not change my experience and then being insulted with £2 compensation. Only when I asked to speak to a person of higher authority did he find another £10 still half the cost that I had to spend to purchase mobile data. To conclude don't be fooled by the cost saving as you'll pay in other ways. Avoid avoid avoid. I am stuck on the contract I have no choice but soon as that is over never going to renew with them.”

Helpful Report

Posted 8 years ago

“Broadband keeps dropping out and there is no enineers to talk to .they say 'ask the forum' and threaten you with big bills if they find nothing, my signal has been lost at least three times a week going back to SKY”

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Posted 8 years ago

“internet rubish very slow all the time and have to wait to long for engerner to come out not hapoy at all”

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Posted 8 years ago

“Poorest service: everything is fine unless you need to contact them or have a problem. Their call center is in India. Agents and supervisors have NO AUTHORITY to act on your account so that escalation to management is necessary and RESPONSE COMES AFTER 5 working days. Being bounced from 1 person to the other is common. The first call I made to them was to change the delivery date for the service start: it lasted 30 minutes and I didn't get what I needed. LAST CALL I MADE LASTED 50 MINUTES and again I didn't get what I needed. Cancelling made difficult: Subscribing new services is extremely easy but cancelling from your on-line account over 1 click is not possible: why do they force you to go through chat or phone to cancel while subscribing is so easy? Bandwidth: Not constant, sometimes good sometimes down.”

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Posted 8 years ago

“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 8 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 8 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 8 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 8 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 8 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 8 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!!!!”

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Posted 8 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 8 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 8 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 8 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 8 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