TalkTalk feedback needed; good and bad

Shaunus4

Signed up for TalkTalk phone and broadband in May (previously with NTL phone and Nildram b'band). Phone connected within a few weeks, and I was warned that my broadband wouldn't be connected until the start of August. Then the MAC code drama began!! I submitted MAC transfer codes to Talktalk 8 times (!!) before I was transferred. I tried submitting by phone, by email, on their website and by post and still kept receiving "we need your MAC code" letters and phonecalls. Eventually they recognised that they had had it two weeks ago and I was connected two days ago. Now that I'm up and running the service seems good so far, but it cost me a lot of money having to keep my Nildram service up and running in the meantime alongside paying the full price for TalkTalk (it was also a bit embarrassing having to continually request new MAC codes from Nildram, as the codes expire after a month).

If anyone's having the same problems, it was eventually resolved when I called TalkTalk's main number (08704441820, Option 4) to give my latest MAC code and got a helpful Customer Service agent who pushed it through. She told me that emails and posted MAC codes are often lost or delayed, and also let slip that many customers had submitted their MAC codes 10 times or more..

Incidentally, although they are currently more expensive, Nildram were extremely helpful throughout and their b'band service and speed has been consistently excellent over the years I've been with them. I recommend them and may return myself in future.

tonyfu

Customer service = the worst I've ever experienced.

Technical support = clueless.

High Level Complaints Department = do they really get so many complaints that they have to sort them into different levels before they can deal with them?!

After spending 2 weeks trying to get the modem installed on my computer and trying to get through to customer services and technical support, I finally gave up and cancelled the whole thing. This in itself took weeks to do though and only happened in the end because I made an online complaint to Ofcom which I then emailed to Charles Dunston, Talk Talk Chief Exec. Things suddenly moved very quickly then!

I wouldn't return to Talk Talk if they paid me - I'd rather have a broadband service and access to customer service and technical support - you get what you pay for is my conclusion as far as broadband is concerned. To find a reliable ISP look at the broadband report on the "Which?" website. I moved to Waitrose.com and had no problems at all with them.

What really annoys me about Talk Talk is that they keep saying that so many people have signed up for it that they can't cope with the demand - but at the same time they are still out promoting it nd advertising instead of sorting out all the people who are already signed up and getting rubbish service or no service at all. One unfortunate soul from Talk Talk knocked on my door one evening (whist I was still trying to install the modem) to try and sell me the "free" broadband package. He stood looking very sheepish whilst I let him know exactly what I thought about his "free" broadband deal!

All Talk Talk, no action.

em_1975

We decided to swap to talktalk a few months ago when we were trying to cut back on our outgoings. When we applied, we had to wait a few weeks for everything to be set up. All went according to plan but then we started experiencing problems with our connection to the internet.

Early September we rang them to ask what was happening and we were told that they were upgrading a server which was what was probably causing the problems. However, these probs have continued and we are in the process of going back to BT, which whom we had NO problems- ever. We have tried on numerous occasions to get hold of talktalk to find out what's going on but with little or no joy, often having been waiting to be put through to someone and being left waiting for ages.

We have had enough. They have not fulfilled their end of the contract so we will not be paying any 'get-out' fees. Sometimes in life you really do get what you pay for. This is especially true in this case. Broadband may be free, but we're not really gettting much are we?

Stuartli

>>If I need to contact customer Services I go to a Carphone Warehouse Shop and use their phone!!>>

No real need if you have a TT phone service - calls to the Customer Service department (ends in 1820 are free!)

Stuartli

>>I seem to remember a previous claim was 80%>>

To the best of my knowledge it's always been a figure of up to 70 per cent.

Stuartli

steve_james wrote:

I have never achieved a 8MB connection speed the fastest that it has ever been is 2.2 MB which does make the advertising a bit miss leading. I have had problems creating an e-mail address with them, I have now given up on that idea. I have never achieved a 8MB connection speed the fastest that it has ever been is 2.2 MB which does make the advertising a bit miss leading. I have had problems creating an e-mail address with them, I have now given up on that idea

You never will get 8MB - it's "up to 8MB". Sounds as if you are on the standard 2MB service (the 2.2MB figure on the connection panel is the maximum speed of which your line is capable for this use).

Re e-mails. You have to get someone to send you an e-mail to activate the account - if you still have another e-mail address, send an e-mail using it to your new TT e-mail account.

mekprice

nickleface wrote:

if talk talk broadband is free how come they charge me £10 a month.

i have just recieved my bill from broadband. I know that it is free in my area so i phoned them and was told that because my line was running at only 2mb it was not free. asked to be put through to the manager of customer services and was refused. I told the girl that the only reason for refusing was beacuse she would get into trouble, i can see no other reason for not letting me speak to the manager. So i told her she was in breach of contract and that i wanted to cancel without making any further payments. I managed to get put through to cancelations team spoke to one person very briefly before being put through to the manager. It turns out that if it is free in my area it is free. What a surprise. Waiting for a phone call back to tell me why i was told all this and why it wasn't sorted out straight away. I will wait to see whether or not to cancell my contract on the terms of breach of cntract.

skyetalk

niall24 wrote:

For all of you with TT broadband dont phone the 0871 226 7146 the 10p /min and £2 charge try the switchboard 0161 222 2000 and blag your way through to LLu support this is the number they return calls on.
I am to still having problems with TT the line keeps on dropping but someone called andy is sorting it i hope.
Does any one know Chalres dunstones phone number (Direct) love to talk to him please email ta

Is this any help to you - it's a previous answer from #15 Foresterf -
11-10-2006, 8:35 AM #15 foresterf
Newbie MoneySaver


I applied from Day 1. Still waiting for a modem months aftre my line went live. Wrote to CEO dunctonec@cpw.co.uk.
Got an immediate reply and a personal call from a real British support desk. Promised delivery in 5 days - it arrived - in fact two arrived !!
The direct phono I got was 01925-554173. :T

Heinz

mekprice wrote:

Waiting for a phone call back to tell me why i was told all this and why it wasn't sorted out straight away.

Don't hold your breath - they don't often honour their "We'll call you back" promises by all accounts.

laticsforlife

I too contacted C Dunstone and got an immediate reply (doubt it's from him really), and today it appears to be much more stable (although not perfect).

I'd still like to hear from the level 2 support staff, and I'm supposedly due a phone call in next 2 days, so lets wait an d see, and maybe they can test the line with a whoosh test and maybe fix it once and for all.