TalkTalk Broadband (The Bad!!) (merged threads)

Biskit

I have never encountered a company with such bad customer serice levels as TalkTalk. Despite having major reservations I got caught up in thr "free broadband" offer & signed up and initially everything seemed to go ok - signing up online was no bother, my order was processed quickly and telephone line was transfered from BT within a short period of time.

Then came the broadband or actually it didn't ! After waiting weeks I received a letter asking for a migration (MAC) code from my existing broadband provider, Tiscali. This I got from Tiscali and sent to TalkTalk (copied and pasted from the Tiscali email to the TalkTalk website). I waited 6 weeks... and heard nothing. Called them up and they told me that the MAC Code was incorrect - They knew that it was in correct after a few days but WERE NEVER GOING TO TELL ME ! I got a new MAC Code from Tiscali, phoned TalkTalk to give them it and was told my broadband would be activated within 10-15 days (Do I hear you laughing ???) Yes, you guessed it - no broadband so back on that phone only to find out that they were saying the MAC Code had been rejected again, and again they weren't going to tell me this was the case.

I have now cancelled my broadband order and am waiting on my line going back to BT so I can get away from TalkTalk altogether. I also was informed that I could be charged anything upto £70 (I don't think so !) for cancelling my contract early ! So, be very very careful if you are thinking of signing upto TalkTalk as I have saved nothing, infact it cost me more as I had to keep paying Tiscali for my existing broadband on top of TalkTalk's £20 package + calls and the customer service is appalling.

windmills_2

Thanks for all the info
I have checked my speed and what speed I can get from my Exchange and the best is 516 and talktalk said 2Mbps

Shez

biskit - yes sounds the exactly the same story as ive had for the last 7 months too! they asked for a mac code from my orange service but they are on a LLU system? so a mac code is no good anyway! i cut off orange so there has been no service on my line for a month now but they still havent connected me! I too am wondering about cancelling and letting BT take me back over!

Its hopeless isnt it!

crystal clear - It doesnt matter - Ive email both those addresses but they dont respond, just as hopeless as telephoning them!

jo6673 - I too was thinking of putting in a complaint to Ofcom, would be interested to hear what response you get from them. good luck.

angel

I can't even begin to go into the problems that I'm having with TT. The latest I have from them is that when I asked to be put through to technical support she put me on hold for ten minutes and then came back and said that I can have a ringback, I said no I'll carry on waiting and she told me that I can't wait that long and that the ringback is for in 10 days time! I asked for a date and she said after 5.30 on the 10th or 11th.

I'm so disgusted and upset that it's making me ill. My boyfriend is in Canada and I need to be able to email.

I just need to know the easiest and cheapest way to get out of this nightmare. It's taken 15 minutes for this page to open, I wonder how long it'll take to post this message.

danster

8 months ive been paying tt, i have never been able to get online. is there any way i can get compensation for this!!????? theire support are useless (can even understand their accent most of the time!). surely i can take them to small claims court for not upholding their end of the contract!!!!???

nottalktalk

I have set up this site (https://www.nottalktalk.co.uk) to find out how many of the millions who signed up for free BB have complaints.

Please have a look at the site and register your details. I intend logging this as a 'petition' with Ofcom etc.

I too am just a very unhappy TalkTalk customer

mce102

Signed up to Talk Talk on the 1st August 2006. Phone connected 2 weeks later and at the end of the month Talk Talk used my MAC code and transferred me - after 5 days without broadband and complaints to the Orange helpline I realise I had switched supplier - no communication.

At this point I was fairly happy customer, slightly annoyed by the poor communication but at least everything worked.

Then came the letter saying my service was going to be further improved because I am such a valuable customer - the letter details a 20 minute broadband downtime. Well that was 6 weeks ago and I still don't have broadband.

I have tried everything that is reasonably possible to solve this problem. I have written letters, e-mails and even been into a CPW store- NO rely, no acknowledgement.

I have spent over 7 hours on the phone to their customer services and each time I call I get promises worth nothing. I am at my wits end. Do I say stuff it and leave or hold on in hope. Do I initiate legal action and do I have a good enough case.

One thing is for sure - Talk Talk are a disgrace. You only find out how good a company is when something goes wrong and Talk Talks response has been to treat me with utter contempt and I have no faith or trust in anything they say. I can only recommend to anyone who reads this - don't risk it, money is not everything if you can't even get any service.

danster

yes, talk talk are cr*p!!i want to know where i stand legally! i want to tak ethem to small claims. they have not kept their end of teh deal. their CS is teh worst!!!!! 8 months and still no broadband!!!!!!!!!!!!!

Shez

I have finally given in and this morning phoned BT and will be going back to them.

Seeing as TT have not managed to connect my broadband - do I still need to get a MAC code if I want to get broadband from another supplier does anyone know?

sean_rudenko

mce102

mce102 wrote:

Signed up to Talk Talk on the 1st August 2006. Phone connected 2 weeks later and at the end of the month Talk Talk used my MAC code and transferred me - after 5 days without broadband and complaints to the Orange helpline I realise I had switched supplier - no communication.

At this point I was fairly happy customer, slightly annoyed by the poor communication but at least everything worked.

Then came the letter saying my service was going to be further improved because I am such a valuable customer - the letter details a 20 minute broadband downtime. Well that was 6 weeks ago and I still don't have broadband.

I have tried everything that is reasonably possible to solve this problem. I have written letters, e-mails and even been into a CPW store- NO rely, no acknowledgement.

I have spent over 7 hours on the phone to their customer services and each time I call I get promises worth nothing. I am at my wits end. Do I say stuff it and leave or hold on in hope. Do I initiate legal action and do I have a good enough case.

One thing is for sure - Talk Talk are a disgrace. You only find out how good a company is when something goes wrong and Talk Talks response has been to treat me with utter contempt and I have no faith or trust in anything they say. I can only recommend to anyone who reads this - don't risk it, money is not everything if you can't even get any service.

It would appear that your line has been unbundled. Mine was unbundled last night and it had no connection for awhile. I reinstalled the software for the modem/router and its been fine since then. Have you tried this?

If you can get access (local library/neighbour) Have a look at the forum boards at https://www.thinkbroadband.com (formly adslguide), very helpful.