TalkTalk feedback needed; good and bad

MSE_Martin

This poll has now closed. See the new
TalkTalk 'Free Broadband' User Feedback Poll.

For full details on the TalkTalk package, first read the article

HOME PHONES: THE UK's CHEAPEST CALLS PROVIDER

What's this all about?

TalkTalk's 'free broadband' package took the market by storm and is a clear winner on price (see Cheapest Home Phones article). Initially customer feedback was very strong, but by July and August reports were coming through that it couldn't cope with capacity - and many users are stuck without broadband.


Why do a poll?

For two months I've had a note in the home phones article suggesting that TalkTalk's service is bad. The problem is you always hear more when people have problems rather than its satisfactory. Thus I wanted to try and add some numbers to the problems.

Martin

t8769

Yes its cheap, yes its shyinny and new and very attractive.

But it is slow, sometimes 30% slower than other providers.


And once you're in, its expensive to get out...

System

You might be interested in the email I sent to Talktalk :-

Sir, whilst I am currently satisfied with the service I am getting from
talktalk, I am somewhat concerned that during this evenings BBC TV
Watchdog program, I'm sure I picked up the implication that FREE BROADBAND
FOREVER no longer applies as it is only applicable for 18 momths now.

I joined Talktalk when this promotion was being transmitted everywhere
and joined because of it. I cannot now see that this wording and our
contracts can be changed. If you WERE to consider it, then surely out of
courtesy you should inform customers and give them the opportunity to
be released from contracts. If I have misunderstood or if the wording
has been changed for new customers, then I'm sorry.

I have looked at the talktalk home page and noticed something else. It
now says the International 3 option, that costs me £8.99 per month and
as far as I'm concerned that too was forever. Wording now suggests it
is for 3 months only,

I would welcome an early response to this email

and the response :-

Thank you for your email.
I can assure you that the reference made to TalkTalk's Broadband being chargeable after 18 months is not true. The 18 months only refers to the contract and we have no plans to change our Broadband offer.
I hope this has been of assistance, please accept my apologies for any
confusion caused.

I emailed back asking about the unanswered section and await their reply.

bbb_uk

islandman wrote:

and the response :-

Thank you for your email.
I can assure you that the reference made to TalkTalk's Broadband being chargeable after 18 months is not true. The 18 months only refers to the contract and we have no plans to change our Broadband offer.
I hope this has been of assistance, please accept my apologies for any
confusion caused.

I emailed back asking about the unanswered section and await their reply.

I don't remember Watchdog stating it was to be charged for after 18month contract just that it wasn't free forever.

Legally, if they did start charging for your broadband before the minimum term contract ended then you could escape it as they have changed their t&c (at the time you signed-up) and this change is a major detriment.

I also like TT's response, "...we have no plans to change our Broadband offer...". Notice the 'no plans' doesn't mean beyond a doubt that they wont charge later on and this is why they had to drop the 'forever' as they couldn't guarantee it. As I said earlier, you'll be ok within the minimum term at least and if they did charge you can get out of the contract anyhow.

UPDATE:

In fact going by this page, the small print after the word, "free", the number 1 brings up a small box that reads:-

Broadband free for first 6 months, thereafter no extra charge. Our broadband service will be available to you for as long as you remain a customer on our Talk3 call plan and take line rental and we provide the broadband service on our network. When you take calls, broadband and line rental together there is a minimum contract term of 18 months. Disconnection charge may apply if you terminate before the expiry of the contract term. For full terms and conditions visit talktalk.co.uk. Broadband available as a separate service at £35 per month for up to 8 meg. Subject to availability in your area. Alternative services are available.

Is it me or does that first line not make any sense?

mobilegossip

islandman wrote:

I have looked at the talktalk home page and noticed something else. It
now says the International 3 option, that costs me £8.99 per month and
as far as I'm concerned that too was forever. Wording now suggests it
is for 3 months only,.

Surely 3 months is the min term you have to adhere to for the line and call package.

acezing

Islandman is correct the programme did imply that the contract only lasted for 18 months.

However you won’t get charged for Talk Talk broadband after eighteen months, you’ll just be out of contract at this point.

The reason the ASA made them drop the forever part because they thought it implied that you would still get the broadband after you left Talk talk.

utilitybroker

Christopher a Retired Stockbroker see below comes up with some great ideas of how to get them to deal with outstanding problems.


http://talktalkhell.wordpress.com/2006/08/18/christopher-has-some-excellent-recommendations/

Your note he says "that it seems that their “churn” rate is at astronomic levels. Of the “about 500,000″ new subscribers, I was told that “80-120,000″ have already thrown the towel in, and that was within a few months of the offer starting."

acezing

If anybody needs to ring Talk Talk about issues they have been unable to resolve.The latest number for High Level Complaints is 0800 049 5743.

They do change it from time to time.

K9COOP

no issues at all with them

started with them from the beginning. already had the calls and LR with them just swapped over to get the broadband for free from my prev supplier PIPEX. not had any issues at all...

Recommended a friend as well a few months ago and they are also on with no problems...

System

just as a footnote, I have recording of the watchdog program and will sit and watch it again.

TheDink

My OH's parents signed up for TalkTalk for just the telephone service - that was in August and they been without a telephone service since early September. They've been told there is now a fault and the road needs to be dug up to rectify it - another 6 to 8 weeks without a phone service. Customer service is dreadful