MSE News: Talk Talk worst for phone and broadband complaints

Former_MSE_Guy · 21 April 2011 at 10:24AM

This is the discussion thread for the following MSE News Story:

"Ofcom reveals the firm receives over four times as many official gripes per customer than the next worst on landlines ..."

Read the full story:
Talk Talk worst for phone and broadband complaints

50Twuncle · 21 April 2011 at 10:42AM

I was conned into transferring my phone and broadband to TT (was Opal) before Christmas - they lied to me about what I had signed up for, I cancelled and was again lied to about my cancellation T&C (telling me that LLU was not reversable etc etc) - I was so fed up with the arguments that in the end I finally talked them into offering me free calls as compensation ....
The thing is that, since then, no complaints at all - consistently high connection speeds and no loss of connectivity
So - maybe this was a good move after all ?

baby_frogmella · 21 April 2011 at 11:00AM

The problem with Talktalk is that when people sign up to their broadband/landline service, they expect AAISP/Zen/IDNET quality support yet only pay £3.49 per month for broadband. That is never ever going to happen with talktalk as long as they have overseas call centres....talktalk would have to considerably raise their monthy charges (to have UK technical support) which would mean the masses would leave them. Many people join Talktalk for the price only.

Having said all this, i joined talktalk 6 months ago (broadband+phone) and been very happy with them. Unlike the masses, i thoroughly researched them before i joined and i knew that their phone support was pants....but their web forum support is very very good (UK based). Why did i join them? Simple...they are the only LLU broadband provider at my exchange, now i get 17 meg broadband with talktalk rather than 8 meg with a BT (spit) ip-stream based ADSL1 service. I would happily pay more to talktalk if it meant that their phone support improved drastically but i suspect the masses won't

siana_2 · 21 April 2011 at 11:19AM

I've been with 'Opal' for four years for phone and broadband. They recently cut me off without so much as a letter, phone call or email. I tried for three weeks to contact them. Office hours 9-5.30pm mon to fri the same as I work. I transfered my business to Sky who had my phone on within 7 days. Now I have a bill from Talk Talk who informed me I'm under contract with them and have to pay £125 for breach of contract and cancellation. They can email me with this information. Having rang them today to complain I have been told rather rudely, that I have to pay as I am under contract. I originally signed verbally for two years. Apparently I had a message on a bill to read the terms and conditions on their website because they had changed. Now i'm with Talk Talk and have a contract which is renewed every year which I can only cancel at that time it is up for renewal. I am so annoyed I have been signed up for something without my knowledge. How can they do this? My orignal agreement was with opal for two years. Buyers beware!!! ask for everything in writing that you have to sign for and dont be ripped off like I have. I am now seeking legal action against Talk Talk for Mis Selling services.

cw18 · 21 April 2011 at 11:25AM

Guess I must be lucky.....

I've been with TalkTalk since January 2009, and have had very few problems - really nothing more than minor 'outages' of the broadband, which I'd previously experienced with both BT and Orange anyway

And I've had a contract with T-Mobile for just over 3 years now, with no problems whatsoever. In fact they've been brilliant the couple of times I've phoned with queries, and also at negotiating prices to retain my custom every 18 months.... really can't fault them at all.

deptfreemoneytart · 21 April 2011 at 12:00PM

Talktalk Direct Debit refund for all

Talktalk moved their direct debit payment date to the end of the month from March 2011 while still taking the full payments for the beginning of the same month. This had the effect of all of their customers paying for up to 10 days service that they didn't get.
I phoned Preston, Cancellation team and asked for a refund for the 10 days and I was immediately given a £7.26 refund for the lost service.
How many other people out there, paying by D/D, do Talktalk owe this or more money to?
Multiply £7.26 by the millions of customers that Talktalk have paying by D/D and that turns out to be a nice bonus for their CEO.
Always remember "If you don't ask, you don't get" and the phone call is free.

KxMx · 21 April 2011 at 12:06PM

Have had few service problems with TT, sales calls are another matter :mad:

graham23 · 21 April 2011 at 1:20PM

my mum has talk talk broadband & phone I must say they are not good with there customers

Paul_Varjak · 21 April 2011 at 9:46PM

What really stinks about the service from Talktalk staff is their attitude! They seem to assume that we, the customers, are a bunch of idiots and that they are always right. That especially extends to the person on this forum calling himself TalkTalk Company Representative.

mel12 · 21 April 2011 at 11:34PM

I've been trying to sort my bill out for over 6 months, they keep charging me the wrong amount then offering a discount and failing to apply it and so on... :mad:
I've written a letter to customer service over a month ago but had no reply - after numerous phone calls that just got nowhere (ex tiscali customers can't use their web forum with the customer service representatives..).

Do I have the right to cancel my contract early since they haven't kept their side of it?

hethmar · 22 April 2011 at 12:10AM

Ive been with them for about 5 years now. Never had any problems though my one issue was that they had promised me free broadband and that didnt materialise for about 3 years! When I did complain about this delay they gave me 6 months free anyway and during that time my exchange was updated and I got the free service.

MSE News: Talk Talk worst for phone and broadband complaints

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