Talk Talk Complaints

weedenise

the people i have had to deal with within talktalk anytime i have called them have been nothing short of ignorant, rude, and incompetant!!! :mad:
I have had a series of issues with this company since joining them only a few months ago, i truly wish i hadnt bothered going with them now its more hassle than its worth. I feel like we spend more time without services than with....to begin with we had an intermittant broadband and kept losing connection maybe once or twice every few days....then it got much worse and were losing connection constantly, loads of times a day, so i called 1st line tech team who went through the troubleshooting which would fix the problem long enough to get me off the phone then i'd lose connection again to call again and go through the same tests, get the same result....and round and round we went with the same thing for around 2 weeks...then they decided they'd hae to call out an engineer to my home but would charge me £99.99 for that if the fault was inside my house, (ie, with their equipment!) i refused to pay this charge and they where just going to leave it at that, til i called back and eventually got them to agree to send the engineer without charge...the engineer came 1 week later! spent about 30 mins in my kitchen changing the router and then listening to music on the net from his own laptop...apparantley that was the problem resolved, but i do still lose connection periodically :sad:

Thurs 30th sept i cannot connect at all...i call tech team they tell me theres a barr on my account and i've to contact customer service, which i do, they hang up on me after waiting 15 mins to get through :mad: go through the whole process again get a woman who tells me the barr on my broadband "has been placed in error" so i have to wait 24-48hrs for it to be removed, i question why i have to wait this length of time, why i am being penalised for their mistake, then she starts spouting the most amont of crap about a "partial barr" being in place the whole time then the "full barr" took effect :rotfl:i ask to speak to a manager she tells me she is the something supervisor on duty, i say i wanna speak with someone above her she tells me there is no-one above her, so i ask "so you own talk talk" she hangs up on me :eek:
and the story goes on and on with me being placed on hold and hung up on so many times i lost count, being told i'm in the wrong department they transfer me to another "wrong department" every agent i asked to transfer me to a manager refused to allow me to speak to a manager there is nothing different a manager can do they will tell me the same i will still have to wait the 24-48hrs for my service i say i still want to speak to a manager and then told none were available, or hung up on!!
i called CAB and was advised that although talktalk are 100% in the wrong and have broken their end of the agreement "they can be a nasty lot when they want to be" and will do their utmost to charge me for breaking the contract if i leave and will go to debt collecters etc...but to log a complaint with talktalk and give them a certain time to deal with it before goin to OTELO...i have logged a complaint over the phone 2 or 3 times but the Cab woman agreed with me that those complaints were probably not logged at all, as these people are incapable of even putting simple notes on an account or pressing the correct button to get you to the correct department:mad:
i then received a call from talktalk yesterday b4 12pm saying that the barr was removed early hrs of the morning and my service should now be back to normal...it wasnt so he said call tech team LMAO
i did they say the barr has not been removed call cust serv i did, they say yes it is removed :eek: later i get my latest bill saying i owe £73 OMG i know i dont owe this so i call them to sort that out, explained current situation to the woman, she says "i do not know why they have called you and lied to you but the barr has not been removed, i will send this through to my manager who will remove this right now" my service was back on before i got off the phone....funny that since they all say it is automated and they cannot do anything to speed the removal of any barr up, these people are liars, they obv dont give a monkeys about there customers satisfaction, and obviously the majority of the agents are in the wrong job with their attitudes....i have never in my life had to deal with such appalling service from anyone...i will be writing a formal complaint, i will be going to otelo if they still give me no satisfaction....i will never recommend talktalk to anyone, infact i have already talked my neighbour out of it

incase any of the talktalk reps come on here and say for me to join the members forum ....i have been trying since last night, says my account details no longer exist so i cant join....also tried to join the talk talk my account thing on the website and it said the same thing....funny how my account exists when they'd like to randomly barr peoples accounts, or when they send bills :mad:

mikerf

My problems with talk talk revolved around my phone line, but rather that upsetting myself reliveing it over again all i will say is whatever you do DO NOT SIGN UP TO ANYTHING FROM TALK TALK!!
Their customer service is a joke and they do not give a stuff about you when you have a problem.
How any company is allowed to get away with treating its customers the way they treat theirs in this day and age is beyond me, and how they have ANY customers with their reputation and track record is a mystery.
If i can stop at least one person going through what i went through with them, then it will be a good thing.
Please, do not use this joke of a company unless you want nothing but trouble.
Disgusted.

aromulus

Thanks for the head up guys.

I have been a customer of AOL TT for a couple of years, and my contract is well over now, and was considering to restart with TT all whistles and all bells service.
But reading on here, made me realize that I may be in for a hell of a bumpy ride, so I am on the look out for a decent broadband deal that does exactly what is says on the tin.

I must admit that I never had any issues with what I have been using, but on the same token I was only won by that deal because of the free laptop I was offered as a bribe.

But Near enough 95% of all posters haven't had a good experience with TT,( the other 5% being the TT REP:D), cannot be wrong with stating about the immense amount of different :mad:-ups to plague this company, and the proven absence of a customer service department make me very suspicious, so I am out....

sofababe

I received an email from TT to say my bill was available to view so I clicked the link to find a message that "My Account" is not available till Monday. This was on Friday. Today I decide to call them to find out the balance and pay the bill, but get a recorded message saying they are upgrading their systems. Could this have anything to do with the price hike due on Monday??? If they put the price up on this bill I am going to be very very :mad:

Coincidence? Call me suspicious, but I doubt it somehow.

NeverEnough

I'm in the same nightmare situation with this brain-dead bunch of clotz. Was with Tiscali for many years and after the TalkTalk buyout things went downhill very rapidly. As I wasn't in contract any longer, I phoned a month ago to cancel the contract. Senseless and witless Indian call centre with non-English speaking staff reading from scripts - etc etc. I know the mess that some of you are talking about - when you ask to speak to a manager your call is abruptly terminated, takes two hours to reconnect .......and so on. Rude, offensive, disgusting, disgraceful, a shambles........

Sent them a letter confirming my cancellation from end september 2010, paid up to 30 September and cancelled my direct debit. True to form, only a week later, first threatening letter lands threatening to send in the goons on me unless I cough up NOW!!!!

Have written to Head Office (will post Recorded Delivery) and told them what they an do with themselves and have also emailed the Watchdog talktalk email address set up after last weeks program. Will escalate to Otelo and have demanded a deadlock letter unless the problem is resolved NOW!!!! Will also go to court about them if necessary as I'm so angry.........I don't even have a tied-in contract with the idiots!!!!!!! Who on earth do they think they are??????

Money-grubbing, rip-off merchants, that's what. With no social skills whatsoever and a total inability to deal with any customer issues at all, unless its to threaten and intimidate!!!!:mad::mad::mad::mad::mad:

souwesterly

I've now been with TalkTalk for something like 5 years - well, since they were Onetel and before - and I'm sorry to tell you all that I've never had any problems at all!
Their back-up has always been excellent and efficient - they've rung me back when I've had to wait too long.
Their billing is clear and easy to understand - although I do actually prefer the BT billing.
And I've no complaints at all.
I moved from BT because their offer on a package (Line rental; calls and internet) wasn't good enough at the time and went to Toucan.
Took me forever to get rid of them.
Tried Tiscali - quickly put off....
So then I signed up with TalkTalk - and I haven't had reason to regret it.

Personally I've a feeling that all phone and internet providers offer something that is so technical that often even they can't keep up with progress - and so you, the user, gets left behind. Shouldn't happen - but it does.
I guess a company is only as good as it's employees - hard luck if you run up against a dopey one!

NeverEnough

Bully for you. We can all only speak as we find, and I can assure you, that the masses and masses of Talk Talk victims far outnumber the "happy" ones - I've never personally met a happy user!

I certainly didn't do anything wrong by cancelling - nor did millions of others - but we are being intimidated, attacked and threatened by Talktalk in their efforts to ensure we keep paying their rotten company for ever and ever even after leaving them!!!!!!!

ashdale1234

Apart from all the gripes with Talk Talk about their current Webmail upgrade, I have a more personal gripe.

I am ex-Tiscali, now Talk Talk. Yesterday I got my new 2010/11 BT phone book and found to my horror that I was not included in the White Pages though I have been for years. I phoned the BT customer service and they said because I wasn't a BT customer (but it originally was a BT line and my details are in last year's phone book) and BECAUSE TALK TALK HADN'T PASSED ON MY DETAILS TO THEM, therefore I wasn't in the new phone book. Details should have been in two months ago and I have to wait another year before getting in.

This is outrageous. How dare Talk Talk flout the terms of the contract and withhold my details from the phone book!!!!! I have emailed my complaint to them but if they don't reply, what next? I think a letter to Ofcom, with a carbon copy to Talk Talk, but what is their current address?

PhylPho

I'm currently trying to help a friend who, like many, has the singular misfortune of being a Tiscali Broadband subscriber who finished up in the none-too-tender arms of TalkTalk.

My friend has now been without any Internet connection *at all* since September 23rd, and despite numerous lengthy telephone calls to what seems to be a dysfunctional call centre in, er, Delhi, his situation continues unchanged.

TalkTalk billing has told him it can confirm there has been no activity on his line since September 23rd, and then transferred him to TalkTalk Support which, yet again, promised an engineer call-back that never materialised.

Whilst I thank Gawd that I've never been nor ever will be a customer (victim?) of an outfit so clearly over-stretched, under-resourced, and downright blazingly inept / indifferent as TalkTalk, I have been trying to help him by using my own computer and Internet connection.

He has attempted to register on the TalkTalk support forum but has failed because his phone number isn't recognised and his account isn't in an "acceptable format". But then, he's a former Tiscali customer, even though his monthly payment now goes to TalkTalk, so it looks as though he's a second class citizen, barred from even using TalkTalk's online support forum because of his Tiscali coding.

As TalkTalk is in breach of service, I've been to its home page -- TalkTalk Choice (well, there's a misnomer if ever there was) -- and clicked on the link about Code of Practice, because TalkTalk has made much of how important this Code is and how rigorously it adheres to it.

The link doesn't work. Well, why am I not surprised?

Fortunately, Google has come to the rescue and I've tracked it down there:

http://www.talktalk.co.uk/legal/tiscali-product/code-of-practice/

pretty important, because at the very bottom of the final page of pious burbling is:

. Responsibility for this Code of Practice

If you have any queries in respect of this code, please contact >Michael Gartshore, Head of Complaints at:

http://www.talktalk.co.uk/information/contact-us/








I'm only posting in case anyone else here happens to be a TalkTalk customer who (1) can't get an Internet connection for nearly a month; (2) can't get any meaningful support from TalkTalk; (3) is blocked from even joining the TalkTalk support forum and (4) clicks on a dead link on TalkTalk's homepage relating to its much vaunted Code of Practice.

Actually, come to think of it, the above group might run into thousands.

I never did figure out what the world's worst job was until now. It's being the TalkTalk representative on MSE. As to figuring out which company is the world's worst Internet Service Provider, well. . . that's easy.

NeverEnough

They are also messing terribly with the mail servers - our Tiscali email has been dreadfully inconsistent over the past few weeks.

The contact details are on their website hidden in a section called Code of Conduct or similar, to the left of the screen. There is also a contact email on Watchdog.