Talk Talk Complaints

eco

I agree with the other posters TT customer service is absolutly appalling and not worth the stress, there technical team is even worse, my tale is and this was last September and it is firmly etched on my brain, I rang them cos I couldn't connect to the internet and my phone line was crackly as well, I was told to plug my phone socket into the test plug inside my box, which I did I also changed those boxes(forget what there called) I was told they'd run a test on the line, they told me it was working perfectly,they seemed surprised my phone was still crackly after 2 weeks of these supposed tests and I don't think for 1 minute they tested anything it was still crackly and I still had no internet connection. there technical team would ring me on my mobile and say we've run a test on your line could you check it for us, I'd tell them I was at work and couldn't do that, and they'd say oh well when will you be home to check, this happened around the same time every day, anyway as I was going on holiday I thought I'd deal with it when I got back and it wasn't worth worrying about, got back after a week away and more tests on the line to find it still didn't work, so I rang them to cancel it, they told me I would have to pay to leave, I told them I wouldn't it was there fault I'd had no phone and broadband for 3 weeks, they owed me, they tried charging me but after another phone call they waived it. just don't bother with them it just isn't worth it for a bill to be a bit cheaper every month.

mutley74

yesterday since 10am till this morning our Talk talk landline and broadband were disconnected. When we called (using a PAYGO mobile) the customer services they said it was a exchange fault covering the whole of our area (note neighbours phone with BT was okay).
each time we called the automated fault reporting it just kept saying "we expect normal service to resume in 4 hours"...and guess what 4 hours later it said the same thing.

Any chance we can get some recompense from TT to cover our call costs on the PAYGO mobile? Even just £10 would be helpful.

TalkTalk

Hi Mutley74,

Sorry to hear you had problems with your telephone and broadband. How long was your service down for?

Cheers
EmmaL x

mutley74

TalkTalk_Company_Representative wrote: »

Hi Mutley74,

Sorry to hear you had problems with your telephone and broadband. How long was your service down for?

Cheers
EmmaL x

service was down from approx 10am and when we tried at 10PM still not working. But was working when tried at 8AM following day.

Does talk Talk offer any recompense for calls we made to TT and other calls - we had to top up a PAYGO mobile especially for that day.
Very annoying as its not easy to get to the right department with TT and hence becomes expensive when calling from a mobile!

TalkTalk

Hi Mutley,

I am afraid that we can only compensate for faults outsied of SLA which is 48 hours. If you could register on the TalkTalk Members forums then I may be able to offer some form goodwill after reviewing your account notes but I can not promise anything until I've taken a look at the account.

Cheers
EmmaL x

piggies_pinion

I like to use my broadband service. I like to but I can’t because my broadband isn’t working.
I’ve called the helpline five times. I’ve been given second line technical support twice and waited on two engineers reports. I’ve changed my modem. I’ve changed all my cables and microfilter. I still have no broadband.
The second line technical support which is supposed to be valid for three days seemingly runs out after two days. Maybe two days is actually Talktalk’s definition of three days. So, clearly I have to phone the India call centre again and go through everything I’ve already been through five times before to get second line support, and from there I can go through it all again. Not that this really should be bothering me because none of the efforts work, and I still haven’t got my broadband. I may have mentioned that before.
I think I’ve had about six profiles now. Changed the password, double checked my user name etc. I’m so endlessly tired of saying “the link light blinking green… now it’s solid green… now it’s blinking amber… now there’s no light… now it’s blinking green…” Also It’s fortunate really that I’ve never liked Primal Scream because the hold music is now drilled into my brain that if they had been my favourite band I’d be a really unhappy bunny. As it is all I’ve got to complain about is my lack of broadband.

mutley74

TalkTalk_Company_Representative wrote: »

Hi Mutley,

I am afraid that we can only compensate for faults outsied of SLA which is 48 hours. If you could register on the TalkTalk Members forums then I may be able to offer some form goodwill after reviewing your account notes but I can not promise anything until I've taken a look at the account.

Cheers
EmmaL x

i am suprised you only compensate for 48hrs+. At the time TT advised us it was a major exchange problem effecting all our area. The strange thing is our neighbours phone was working perfectly! (but they are with BT).
For a short loss of phoen usage i would not mind (say 2-3 hours) but our phone was unavailable for more than 12 hours!
I presume Talk Talk is the equivalent of Ryanair (poor service, and charge for anything where possible) in the home phone/bb business!

dewling

I see there are contactable representatives active here, which seems to be a step further than the phones - so my issue is as follows, would really appreciate some feedback.

I have moved house(5 weeks ago) an moved Talktalk with me...

Two weeks ago broadband went live. I have a lot of experince with broadband and all seemed good. A week later the phone line is cracking and the broadband cuts off every 5 mins and then 4 days ago NOTHING! During the process in the last weeks i've spoken to Nish in India, Mark in Warrington, Thelma in South Africa, Sarah in Warrington (very rude) and two other gentleman who's names I could not take down.

Result, every single person has told me that i'll be called back within 24 hours - one said 4 hours. A week later I have made every call myself and returned the one missed call I had immediately.

I've made it clear, if you cant remedy the line, I need to find my own solution as I NEED home phone and broadband for both work and the usual reasons. But I feel no further or closer to a solution and my mobile phone bill is payig for it.

I just want a simple response, yes we'll send an engineer or no we wont, in which case, what can I do about the dead line?

What is a patient man to do, i've been around the world in 20 calls nd have got nowhere! And Sarah was rude too!

HELP!

thehaughtyculturalist

I won't share my sorry tale as its all been said in previous posts but we were forced to leave due to broadband failure in the early hours of Christmas Eve (meaning no Norad tracks Santa), followed by zero interest or support from tech or customer service. Eventually we went back to BT, so as to get a line we could use to sign up with 02 broadband (which worked immediately no hassle). We are now being hounded by debt collectors for the £70 leaving charge plus lots of legal fees. I wish I'd never signed up with talktalk (I only did becase they were recommended on MSE) mainly because it was practictically impossible to get to speak to anyone who could actually 'divert from the script' and HELP and because we wasted so many many hours in 'queues' waiting to get through, twice being immediately disconnected and having to start again. Not great for a telecommunications company!

Btw we went to BT because they own the line and 02 because of good reviews but also because they have UK CALL CENTRES!! Bliss!

TalkTalk

Hi Dwelling,

Sorry to hear about your experience of logging a fault with TalkTalk. We can look into your fault for you if you could regsiter at www.talktalkmemebers.com. We will make sure that a line test is completed and if needed we will arrange for an engineer to come out to resolve the problem for you. Can you confirm you have completed testing in the test socket with a known to be working handset? If you dont have a test socket on your main phone socket then please connect to the master socket with all other phone equipment removed.

Thehaughtyculuralist, you have a PM in response to the one you sent me.

Cheers
EmmaL x