Name: TalkTalk
Rating: 1.19

“AVOID. This company registered my phone line to a wrong address. The new provider can't take over my line until this is resolved. After over two weeks of phone calls and live chats (one lasting two hours and then got cut off and the last one lasting 3 hours) my query was still not answered. I then raised an official complaint. Charlotte rang me back to assure me that the problem had been sorted and could we close the complaint. My error was to say yes because I now can't get hold of her. After contacting the new provider they have confirmed that it has NOT been done. My new provider is now having to send out an engineer to connect a new line because of Talk Talk's incompetency. Please do not make the mistake of taking out a contract with them. Apart from the fact they registered the line wrong in the first place the customer service is appalling.”

Helpful Report

Posted 4 years ago

“A week with no internet, lies on phone and chat, tried to charge us cancellation fees: WORST EVER BROADBAND EXPERIENCE I never write reviews, but this time I have to. It almost felt like we were being scammed, if it wasn't for one agent who did her job, thank you, though it took a month. Whilst internet service was decent for the money (always jumping, low but fair speed of 17/20 Mpbs, but that was the deal), simply changing address and then trying to leave them after they couldn't do the transfer was a total nightmare. I am so exhausted at some point I just had to beg them to cancel the account. I might need therapy. Communication is a word they have no idea of. We had to make ENDLESS phone calls (some with 45/50 minutes waiting time) only to be transferred repetitively team to team (once we even were transferred back to the main menu!! after holding for 45 mins!), always having to provide the same account information. I was even refused to escalate to a manager, loads of chats (with waiting time too) to multiple teams. Hours, days, a month wasted because each department doesn't communicate with each other. We appreciate the difficulties during COVID (although this was after lockdown) and were always kind to them, but this is out of this world. Is it that hard to leave a note on the account? To take care of customers rather than trying to end the call or dismiss the chat providing inaccurate information? Unprofessional. We tried to leave as they left us with no internet when changing address, but mainly due to poor customer service. Despite us giving the required 14 days notice they failed to setup the new address. The engineer failed after 4 hours of work. He said he'll be back and we've never seen him again. No call or email from them or Openreach. We waited 2 days in fairness, we understand that issues can occur, but nothing, no contact. Some of us work from home and it caused immense issues. After a week of chats and calls (we had to make) where we were promised we would get the service soon (tomorrow, the day after tomorrow, etc etc) and it never happened, we called TalkTalk and also made contact via chat again, this time to cancel definitively. We just had enough of the poor customer service. After a whole day of trying to talk to them, transferred so many times and their lines not working, we were told it was fine and cancellation would be free of charge since the services were never activated. We then called and chat once more to confirm, we were confirmed the same. We then switched to Virgin thinking talktalk was history and it only took 2 days, self-installation was about 30 mins. Quite a difference! For only 10£ more a month. I'd say it's worth it. After a week they call us saying the engineer will be there by the end of the week. Wait, what? We tell the operator we cancelled a week ago, we got Virgin and we're not interested. He rudely interrupts saying we're wrong but says he will take a note and cancel any visit scheduled. We call cs service again to make sure we cancelled, after a few transfers the loyalty team confirms again and says that all we need to do is wait for a bag to arrive to return their equipment to leave in the postbox. It never arrives. Fast forward to now, It's been a month that we try to cancel and believed we already did. We chat to ask where the bag is, and I kid you not: the agent says services (which were never used) are active and we never cancelled. What? After talking to so many people, being reassured, a new agent tells us not only that we never cancelled, but that, despite having never used internet or TV or phone, if we cancel now we'll have to pay an early disconnection fee of £138+!! due to a new contract beginning (which we believed was already cancelled before starting date). OMG. I was fuming but trying my best to remain calm and as polite as I always am. The agent insists, but I insist too: we're not paying this. Not fair to pay for a mistake your staff has done. If I hadn't asked, he would have just charged us. After way too long he then transfers me to another team, saying only they can remove the fee, the "Retention team". I say yes, please, anyone just solve this issue. We just want to leave this company. After being transferred, finally one agent actually does her job, looks into the account and realises that the previous agents didn't cancel the "home move order", wrongly told us they did do it and after speaking to (finally) her line manager they waive the fee and the final bill (since no services were ever used). Good God, it's been exhausting and stressful, but finally the end of the nightmare. What strikes to me is how difficult and unprofessional they've been to simply move and then delete an account. My advice is to firstly reduce the number of teams, improve internal communication, train agents better to leave more detailed comments, transfer to the correct team IMMEDIATELY and set more quality KPIs rather than quantity, so they wouldn't misinform.”

Helpful Report

Posted 4 years ago

“Our broadband was suppose to go live on the 20/8. When we rang to check customer services say give it till the end of the day should be ok. Next day 21/8( Friday) still nothing so we rang again, they said no stop order signed. So now have to wait till next Tuesday. Tuesday morning comes, by now I think you know the story. They keep giving you incomprehensible information and jargons so you can’t understand what is going on. Asked us to wait till next day. Ofcom says switching is an easy process but this is not so. Frustration and now without internet for almost one week. We will complaint to Ofcom. This is not acceptable.”

Helpful Report

Posted 4 years ago

“If I could give less stars then one I would Never had a good speed, always lower then promised, then 4 months ago started complete nightmare... Long story short, cancelled direct debit, tryed to cancel, but unsuccessful to date. Avoid, avoid at all cost!!! Don't let yourself into this rootless, money thirsty bloodsuckers! Check for real customers reviews, don't fall for price! Keep save, god bless”

Helpful Report

Posted 4 years ago

“This is the worst case ever, never experienced such an awful service. 2 years I had fairly good Internet, problems started around 4 months ago. There was no Internet when I needed it, engineers came and go, interner was down as soon as they out of the door. I simply couldn't get through to anyone, the customer service is not existant with TalkTalk, you can't event talk to anyone, lines are down all the time. You can't cancel the service ether for the same reasons. Only way is to cancel the direct debit, cause they taking the money on time, but you receive nothing for that. So I did it. Then the starter threatening you and accumulate the bill with extra charges... Ridiculous, you are not providing people with a product you charge for, so full stop. Numerous chats, when it was established didn't get me anywhere ether. They want a month to sort things out, but you already had 4 months!!!!!!! I need to be out of it and quick and free. One thing I can promise, if no one is responding, I post 1 bad review every day on different platforms, making sure no people is getting in the same trap as I am. Didn't get to returns/refunds process, they're dumb to their customers outcry. Don't fall for price trap, you won't be able to get out, they're useless. One thing about delivery, you'll get their rooter fast, but this is about it... Hope that was useful Avoid at all costs”

Helpful Report

Posted 4 years ago

“The worst broad band. After using it for 3 weeks, I've constantly been getting high ping in games etc. It took me about 20 seconds to load this page because of how slow the wifi is. Literally every 5 - 15 minutes I've got 'an internet problem' popping up and I can't even use my wifi. I literally have to use mobile data. When I'm in a game my ping spikes to 1000 - 10000ms and it isn't even a joke.”

Helpful Report

Posted 4 years ago

“After spending many hours over many months for so many problems I’ll am just going to keep it short and say for your health and mental wellbeing Don’t even consider this “ company “”

Helpful Report

Posted 4 years ago

“Awful customer service, rang up twice to cancel my contract on the end date more than 30 days before. Got told I couldn't until after 30 days before, then rang up within those dates and told that I had to ring over 30 days before. Apparently no record with the advisor I spoke to because it was "a different company" that also works on behalf of TalkTalk so I have to ring them. Mental that you can call TalkTalk and not talk to TalkTalk or the TalkTalk customer service company that you spoke to last time. Crazy outsourcing policy and awful customer service. Also the internet is rubbish.”

Helpful Report

Posted 4 years ago

“I was furloughed 5 months ago and had to move back to family. I contacted them asked them to pause it till i move back out and was happy with their service even though it never reached their minimum guaranteed speed. I was told i cant cancel and its impossible to pause. 5 months later been paying for their service without using it then lose my job. I try to cancel as im now unemployed and was told i got to pay £50 fee to cancel. Lack of compassion throughout, once im back on my feet il happily pay more to go else where.”

Helpful Report

Posted 4 years ago

“Poor internet, poor customer service... can’t wait to leave.”

Helpful Report

Posted 4 years ago

“Total nightmare of a company. Moved house and used the relocation of services. We had Internet for 4 weeks then it was suddenly switched off. I spent 2hrs on the online chat, troubleshooting as to why the line wasn't working. They were asking questions then giving me answers for totally different answers,like they are not listening or dealing with multiple people...a complete waste of time and very frustrating. They even sent me pictures and asked me to identify which wall socket box I had on the wall. I identified the correct one, to which they said unscrew the cover of the wall socket plate. I spent another 20 mins unscrewing and following their instructions only to find they were giving me instructions for the wrong wall socket, even though id told them which one! I also told them I'd tested the line on 2 x rueters,one which was a spare, brand new and still in the box...so id already iliminated that it was a faulty rueter, as both didn't solve the problem. Plus all my devices said they were connected to the rueter 'with no internet'. After 2 hrs, this guys solution was 'ill post a new rueter out!' Iv told you 4x now that iv tested it whilst iv been on chat to you with another brand new talktalk rueter already..... Eventually ' call this number' Then spent another 1 and a half hours on the phone to a technical team who said they were doing tests and reading the screen 🙄 also more of the same troubleshooting.......after 1.5hrs...... please call this other number..... This is now nearly 4hrs..... still no Internet. I call the 2nd number....... after 15mins of verifying accounts and checking screens, she told me there is no Internet going into the house as the line was cancelled!!!!!! So why have I been on to your other technical team for nearly 4hrs and no one can tell me that? Iv been unscrewing plates from walls and trying a million different triubleshooting efforts.... Sorry. Let me see why this happened. Another 30mins.... she discovered that the customer service agent who dealt with my change of address / relocation had made an error and cancelled my package by mistake. They couldn't explain why id had it working from my move in date for 5 weeks..... and suddenly cancelled. The best bit....... mam, I cant help you with this. Im technical I need to transfer you to the order management team. Another 1hr talking to order management, explaining everything. Who then said they eventually, they can't help as it needs to be the new accounts dept!!! As essentially I need to order a new line!!!! Then insisted I speak to a manager and explained all. Said I can't wait for 2-3 weeks which is the average estimated go live time..... she made notes. Said she'd escalate this and get the new accounts team to call me ASAP... within 24hrs. I explained I didng want to hang up as id been on the phone now and online chat for nearly 6hrs! I feared noone would call me back. She promised.... within 24hrs. No one called. I called back the following day (at the 27hrs mark) i used the number of 2nd line technical as they were the ones who made all the notes and promises. Sorry, well get someone to call you back within 24hrs. (Again!!) Next day, still nothing. I called back again, and still they said the same. I'm sorry, well request they call you ASAP. 4th day...... still no call. I wrote it off and signed up with a new provider, having to wait 17days for a go live date. But anything was better than having to deal with such an incompetent, unconscientious and totally aloof business. I would avoid them at all costs. They are often a few £ cheaper but you pay for this extra few £s in stress, frustration and lack of the services you actually paid for!! Never again. P.s. I cancelled my direct debit as I saw that they had the cheek to try and take the monthly payment, even after 7weeks of no service..... and still no call back. They lost a customer and couldn't care less but still want to charge me?”

Helpful Report

Posted 4 years ago

“Where do i start, I haven't had one single good experience with TalkTalk from the service to the customer service. I was a customer of TalkTalk for 3 years but only due to the fact this was the only line available in the area along with sky. I was told i would have a fixed contract at £25pcm for only WiFI but with no phone. A year in i noticed my contract gradually increasing each month until it reached £44pcm with no notification or email that it was going to. £44pcm for the worst WIFI i've ever used?!? For the first 2 weeks of having the WIFI it did not work at all, we had to be sent another box & adapters which still didn't do much. Eventually an engineer came out which fixed the problem temporarily. Fast forward a couple of weeks and the WIFI began to dip out all the time and just not working at all majority of the time. The WIFI remained like the whole 3 years of service with many phone calls and emails from my end trying to resolve the problem. Back in March 2020 i was left with no option but to move out of my flat and back to my home town due to COVID-19. This meant i obviously had to end my contract with TalkTalk due to no longer living there. I was allowed to end the contract immediately as i was out of the 24 month contract period. Firstly, I spoke to a nice guy on the phone who assured me that my contract and account was fully ended with cancellation fees being waved as part of COVID-19 regulations and just paying my final Bill at the end of the month. I then paid that bill and cancelled my direct debit. A month later i was charged for the service again which i was not even using or didn't even have????? So i rang TalkTalk again where they tried to make me pay until i explained and finally got through to them. I was then told that everything would be squashed and they are sorry for charging. Another month later in May, shock i was charged again, this time with a late fee included. So yet again i rang up to try and resolve the issue, they tried to make me pay yet again, after a long phone call they realised they were completely in the wrong . This has happened every month since March. We are now in August and they are still sending me a bill for £120. I have now been on the phone to them for the 6th time since March trying to sort this out. i am absolutely disgusted at this service. NEVER EVER USE TALKTALK they are disgraceful rip-off merchants.”

Helpful Report

Posted 4 years ago

“Where do i start, I haven't had one single good experience with TalkTalk from the service to the customer service. I was a customer of TalkTalk for 3 years but only due to the fact this was the only line available in the area along with sky. I was told i would have a fixed contract at £25pcm for only WiFI but with no phone. A year in i noticed my contract gradually increasing each month until it reached £44pcm with no notification or email that it was going to. £44pcm for the worst WIFI i've ever used?!? For the first 2 weeks of having the WIFI it did not work at all, we had to be sent another box & adapters which still didn't do much. Eventually an engineer came out which fixed the problem temporarily. Fast forward a couple of weeks and the WIFI began to dip out all the time and just not working at all majority of the time. The WIFI remained like the whole 3 years of service with many phone calls and emails from my end trying to resolve the problem. Back in March 2020 i was left with no option but to move out of my flat and back to my home town due to COVID-19. This meant i obviously had to end my contract with TalkTalk due to no longer living there. I was allowed to end the contract immediately as i was out of the 24 month contract period. Firstly, I spoke to a nice guy on the phone who assured me that my contract and account was fully ended with cancellation fees being waved as part of COVID-19 regulations and just paying my final Bill at the end of the month. I then paid that bill and cancelled my direct debit. A month later i was charged for the service again which i was not even using or didn't even have????? So i rang TalkTalk again where they tried to make me pay until i explained and finally got through to them. I was then told that everything would be squashed and they are sorry for charging. Another month later in May, shock i was charged again, this time with a late fee included. So yet again i rang up to try and resolve the issue, they tried to make me pay yet again, after a long phone call they realised they were completely in the wrong . This has happened every month since March. We are now in August and they are still sending me a bill for £120. I have now been on the phone to them for the 6th time since March trying to sort this out. i am absolutely disgusted at this service. NEVER EVER USE TALKTALK they are disgraceful rip-off merchants.”

Helpful Report

Posted 4 years ago

“Awful customer service. Avoid at all cost. 3 years ago my internet stopped working and I called these guys every single day. The most frustrating experience of my life, they can hardly speak or understand English. All customer advisers are incompetent and useless. I even cried of frustration. Long story short, I stayed 3 months without internet, they would promise that someone from open reach would come the next day to fix the problem with the line and no one came for 2 weeks. Actually no one came at all. not even a call to follow up with my complaint. when I asked for time off work, and I was at home, still no one turned up. Called these people again, and they said that someone came when I didn't hear a knock on the door. It would have been impossible for me to miss it. I cancelled my DD with them 1 month before my contract ended and changed to a better internet provider, and only last week I've received a letter from them seeking legal advice when I raised so many complaints and no one came back to me. I called the company the case has been sent to and they could not be more unhelpful. Worst experience ever and I hope this company goes bankrupt. Their internet speed isn't even that great. Avoid people”

Helpful Report

Posted 4 years ago

“I will not expand on why I have tried to give zero stars, the reasons are already posted on here many times. If you’re considering Talktalk, before you sign up, try to contact them by email, or phone, but give yourself at least half an hour before you make progress, and don’t expect much progress.”

Helpful Report

Posted 4 years ago

“God awful company had issues from day one. Latest is reported a complaint on 8th of July and it has still not be resolved spent two hours twenty minutes on the phone to them today most of which I was on hold for and still got nowhere. Do not sign up to them avoid like the Covid-19 for if you do sign up you will regret from day one. World’s worst company.”

Helpful Report

Posted 4 years ago

“Everything went wrong in June 2020. Internet dropping out. Tried many excersises as advised by Tech Services. No improvement. They booked an engineer to call on a certain date and they did not turn up. And at another date shortly after the failed call I was advised by Text that I missed the call of the engineer, I checked again on my CCTV and found that no engineer called on that day or on the date of the original booked date. I complained to customer services and I think they said that they would sort it. I was eventually charged for £30 for "not being available on the second visit" for which no-one came. I am going to see if I can complain straight to of-com. At a time up to this theft by talktalk I would have recommended them to others, but not now. I also have my suspicions about openreach not maintaining their equipment or not giving proper feedback to talktalk. So I advise people to keep away from talktalk for their own well being, Oh! maybe it is all Covid 19's fault”

Helpful Report

Posted 4 years ago

“Just a horrible, horrible company. I cancelled our internet using Facebook message on the 14th of June, I gave all the required information. Name, address, account number and phone number. Talk talk came back and insisted I have not passed security and kept sending me a link to login into some portal even though I told them repeatedly that I had forgotten my login details. They then hounded my wife so much by text that she became quite upset, I explained this to talk talk but they did not care they just sent a FINAL DEMAND message which has now upset my wife even more. This company is money grabbing and ruthless, they are only interested in one thing - money. Just avoid them please.”

Helpful Report

Posted 4 years ago

“I had to put one star as 0 stars was not an option! Internet utterly unreliable, drops out during online meetings, when streaming tv programmes - endlessly buffers & won’t reconnect. They have charged me for films that I haven’t purchased! Not a one-off but 3 times! Trying to get the money back for these took hours, only to be charged again! Customer service is woeful - rude, ignorant, insulting and unhelpful. After several months of trying to resolve this I am trying to leave but they want to charge a breakage fee! Disgraceful service both technically and customer service,wish I’d read these reviews first! Do not touch them with a barge pole!”

Helpful Report

Posted 4 years ago

“I wish i could give 0 stars, Here's a story for you. We were with Bt but moved house. Bt unfortunately messed everything up so we decided to switch from Bt to Talk talk, What a mistake that was, turns out that Bt was the least of our troubles. After initially speaking to talk talk it was explained that although our new house had a phone line, there was no master socket and one needed fitting. All good and a engineer will be with us on the 30th the day it all goes live. Turns out this was complete b*llocks, and this is where all the lies started. Firstly in 2 seperate conversations on the 30th we was told that an engineer will be with us as soon as the account goes live, turns out this was about as true as prince andrews trip to pizza express, and no engineer turned up. Morning of the 31st we call up to see what happened. They apparently couldn't activate the line due to no dial tone and therefore couldn't activate our account or line till an engineer comes out to install the master socket. The same master socket we were told could not be fitted till line was activated. Now i'm no genius but that leaves us in a bit of a conundurm, a weird twilight zone with no internet available. Maybe bearable if my 11 year old step son wasn't a fortnite obsessed kid who is probably going to hold this against his mother and me in his upcoming teenage years which results in years of rebeliousness and our impending doom. Anyway.. I decided that may be talk talk wasn't for me, I called them up on friday after work to explain that they were rather unhelpful and the lies didn't help, so therefore i would like to cancel. That's where "kevin" if that's his real name informed me that i can't cancel as my account is not active yet, Now i suspect that kevin wasn't expecting me to send him round in circles looking for the standard answers on the sheet in front of him. But to say i confused the poor lad is an understatement. He eventually gave me a number for the Joining support team. Who i eventually got through to and cancelled my account and should receive an email in 24 hours. Guess what? No email received. Skip to today the 3rd August, I get a phone call from my partner to inform me that openreach are here to fit the master socket. Well well well, talk talk seems you trying to tempt me to stay, unfortunately for you this isn't 3pm in a nightclub and i haven't just done 5 shots of tequila. I will be attemting to cancel what feels like an illicit affair again tonight and hopefully will make some progress.”

Helpful Report

Posted 4 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