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

Beancounter

mandi wrote:

They cant stop you if your contracts up.. I had the same problem with Tiscalli.. .. Is your contract up with them ??

Read the thread:) It takes forever to get a MAC code to enable you to migrate. Then after you have left they bill you continously. No amount of emails, phone calls and letters seem to make a difference.

It is easier leaving the Moonies than Talk Talk:mad:

JPW_3

My connection to the Talk 3 with broadband package has unfortunately been riddled with problems and poor customer service. I was already a Talk Talk (2) customer and upgraded for the Talk 3/ Broadband package; as with most people this was for the lure of the free broadband. I applied in April, it is now August and still no broadband. They have not contacted me once to explain what's going on, I have had to contact them 4/ 5 times to chase up.

I take some responsibility for not reading all details fully but what this has meant in practice is that I have been continuing to pay my old broadband company monthly whilst waiting, and also had my payments to Talk Talk increased by £8.50 per month (for international calls which I don't make!), so instead of saving money it has cost me more. And poor customer service to boot.

I called Talk Talk again today and they explained that the broadband and phone contract are separate - I could cancel the broadband order but would still be tied into the phone contract for 18 months (unless I pay £70 fee), even though for 5 months they have not supplied Broadband which was my whole reason for upgrading! I think it's appalling that their marketing campaign has targetted the free broadband and yet this isn't even part of the same contract.

Anyway, if you are thinking of moving to Talk Talk, just be aware that your contract is for the phone package, not for the broadband, and make sure you keep on top of them with regards to getting broadband to go live, they're not very forward in contacting you about problems.

strawberrylane

Totally agree. I've been trying to cancel my TalkTalk Broadband since mid June. I have sent 2 recorded delivery letters, 5 emails and half a dozen phone calls yet still they bill me - and that's even after BT disconnected the line on 18th July. A total total joke! I have never experienced such blatent incompetence and poor customer service (and that's saying something because I can usually put up with more than most). I would strongly advise anyone to avoid this company.

the_reductionist

At least with online banking you can cancel direct debits immediately. Maybe then Talktalk will be keen to engage in meaningful conversation.

strawberrylane

..no chance. I've cancelled the direct debit with my bank and told TalkTalk that I've done that (by letter and email). They still bill me and then send a letter saying that their direct debit request has failed

JenT

We have just had 48 hours without internet access because of TalkTalk's poor customer services. They changed us over without notifying us, no welcome pack has arrived, no phonecall. So we had no idea what our password etc was our modem would not connect us to the network. TalkTalk were typically difficult to get on the phone sop it's been a dry 48 hrs without the net. Hopefully this information may help you avoid the same...

If you are expecting to change over to TalkTalk broadband this month then phone them now (use the 01925 554989 number if you want to avoid paying and try phoning at either 8am sharp or just after lunch). Ask then for a changeover date and your passwords. Then if you have your own modem / router and they change you without sending you your TT modem you can get organised yourself. My mother in law did this as she was worried the change over would occur when she was on holiday and wa given all the info she needed.

And... don't get us started on TT. Why do we never learn that cheap prices means cheap customer service. Their Mobile Phone setup is just as bad.

pstokes

Hi Jen,

Ive had similar problems - talk talk are just simply rubbish. They have lost my mac code twice and now that its finally got through i have no idea when my internet will switch. It was supposed to be the end of July - its now August.

I keep trying to get through to their customer service - and keep getting 'all our agents are busy at the moment please try again later'. On the few occassions i have got through the advisors are just totally clueless. Its a real mess and I badly want to go back to Pipex but im not sure how. Just feel stuck in limbo. Let me know how you get on!

Best wishes

Paul

Prosaic

I'm due to change over by the end of this month

I know talk talk are swamped so I haven't got my MAC code yet or given notice with my old provider. When talk talk contact me I'll get the MAC code etc so there's a smooth changeover & it's then done on my terms

Even though I'm paying 21 quid a month now AND my old broadband provider i'm still saving money just from the phone switching over so I can wait

It's like leaving your old job without another one to go to - I only trust myself, as I have my interests at heart and no company does. If they don't switch on time I shall begin b*llocking them, until then I'm getting cheap calls & I'm not held to ransom

I realise I'm one of thousands waiting and am prepared for the worst

patwa_2

Like prosaic above I too can wait. We have two lines at home, so am using the existing internet. Got the modem today, due to switch by the end of August, I hope, but online it's saying April 2007, could just be the exchange upgrades though.

I'm saving an absolute ton on calls to the US and talking to friends in the UK so even with the £21 + addons a month I'm happy. Well actually it's an understatement as I don't think I've ever used the phone so much as I am now.

I think that TalkTalk should be given some liniency, they are probably trying as hard as they can to meet everyone's requirements on time. I'd say the only thing they got wrong was the scalability of their operations, they've grossly underestimated the demand for their service and this has overstretched them beyond capacity in terms of Customer Service lines and operators. This having been said, they've always been friendly and most importantly helpful whenever I've called which is a good sign.

BTW, just out of curiosity, anyone know the 0800 number to call them? I had it to mind, but forgot it as I haven't needed to call them since my landline was switched. I know the 0870 number is free from your TalkTalk registered line, but it's nice to know the freephone number too.

Cheers and take care.

Hussein.

Prosaic

Hussein, (puts on operators voice) the number you require is

0800 0855900 or 0800 0490049 (from saynoto0870.com)