TalkTalk feedback needed; good and bad

tricia_greenwood

Well all this is very interesting I signed up with talk talk because i had read Martins information and i have been connected I am just waiting for the broadband to be set up the lady did say it would take some time, but why do we have to get a fresh modem ?
tricia

hurrah

This post is worth a read. A member of this forum sued them in small claims court,and was successful.

http://forums.moneysavingexpert.com/showthread.html?t=287914

think-pink

I signed up for Talk Talk's phone service and broadband on an 18 month contract, even though I could not get the broadband service for free because mine is not one of the "unbundled" exchanges. But at £10 a month it was still going to be cheaper than BT. The change to Talk Talk phone happened immediately in Jun 06, but the broadband could not be connected until Aug. I provided a MAC code to transfer the broadband service from BT when Talk Talk requested it and waited. Eventually in Sep I emailed Talk Talk for an update, to be told variously that I had not provided a MAC code or I had provided an incorrect one. I subsequently discovered from BT that the MAC code expires after 30 days, so I suspect they simply too slow off the mark to use the one I had sent. So got another one and emailed it to Talk Talk again in early Oct. Today Talk Talk phone me to say they still have not received the code. Like an idiot I have lost my record of it and now face the hassle of getting another from BT.

By now I am now having doubts about this whole venture, and particularly having read the reports of the relatively slow speed and unreliability of Talk Talk's internet - I currently get over 8MB from BT and cannot ever recall it failing. My potential savings are being eaten by the late delivery of the broadband, and I think 2 goes to get the MAC code right is enough. I don't want to keep the phone service on its own - without the subsidised broadband it is not worth it. My view is Talk Talk have not kept their side of the contract to have me on broadband by Aug and I am going to downgrade my phone service or switch to another provider.

sparkysi

Oh and I never got my 2000 nectar points for signing up either, although I do get my monthly points. I have emailed them several times and never ever get a response. Interestingly I have just completed a customer satisfaction survey regarding my latest phone contact, it was not a good result for them.

Honey7

Applied for Talk Talk phone connected no problem They seem to have problems sending out bills for landline and put our telephone line on stop so we can only call talk talk. How can we pay a bill we have not received?
Phoned them up they are sending out copy of bill and taking stop off phone for 5 days. Stil no sign of bill but back on stop after two days. Help ned to go back to BT. 6 months still no internet either???

tonyfu

Will MoneySavingExpert continue to recommend Talk Talk then? According to the poll above (if my sums are correct) a total of 33.43% have either had major issues, still stuck in a mire of delay or have cancelled due to too many problems!

That's 231 people out of a sample of 691 (to date)! If that's a representative sample of the wider population then over a third of people who tried to purchase a service off Talk Talk are very unhappy customers! :mad:

Bones_2

I have now been through the "High Level Complaints" procedure, and I must say, it was a pleasure to deal with the representative of this team. He was very helpful - appears to have fixed the problems with my account, and was courteous and professional throughout. My new "go live" date is the 2nd Nov (next Thursday). Still keeping everything crossed!
If all goes well, I'll be saving £17.99 a month, which I was paying to Tesco for Broadband. Not too bothered about speed either, because my present Broadband top speed is 512k.

niceguyed

Just thought I'd add my two penneth. Was with BT (bit of a rip off and only really experienced poor service from them and only interested in me when I said I was leaving). Saw the Talk Talk deal and signed up for Talk3 with broadband for £22 a month. Well, the phone went over quite smoothly after about a month when they advised it would. Broadband took longer. TT said the delay was with BT rejecting the transfer although I spoke to BT and they denied this (and too be honest I believed BT). I had a go live date for broadband of June 12. Anyway, I got my username and pw on 18 June (had to call for this). Got my modem two weeks later. Incidently, I received the official pw and username notification in Aug?
I've always had problems getting through to them and have usually ended up speaking to some call centre in India where I can barely understand them and they cannot understand me. I had my landline upgraded (now 8 meg) on Oct 12 and this is where my problems started. First of all my broadband would not connect properly (error 680) and when it did it would quicly disconnect itself. After a process of elimination I got the problem down to the modem or line (I thought modem as landline worked fine). Tried a spare modem I had which worked and still works now. Called TalkTalk and they sent me a new modem next day
Yesterday my phone started giving me problems, could make and receive calls but with intermitent loss of sound on the receiver. Thought it was my cordless analogue phone giving up the ghost so bought a new digi one today and tried that (same problem). My guess is that there is a fault on the line or exchange. Call TT customer service, after 10 minute wait get through to india. After discussing problem will need to call fault line 0800 049 5050. Call fault line after 15 mins waiting am told. "As you have an upgraded line we cannot do anything, you will need to call the LLU number on 0870 087 3527". Why couldn't the Indian Call centre tell me this? Blummin incompentents.

So have spent this afternoon and eve trying to call three times. First wait time 15 mins - I gave up, 2nd time 25 mins 3rd time 35 mins. AAARRGGHH :mad:

There was an automated message at the start on the 3rd try saying some customers were experiencing making and receiving calls, this doesn't quite describe my situation so wasn't sure if it was a problem known to them or whether there is something wrong with my line

So, emailed them this evening, although I've done that before and either A not got a response or B the response is template based and didn't address my query.

I've always cut TT a bit of slack as it has been an unbelievably popular offer and it has saved me money, however even my patience is now wearing thin. So at the moment I have broadband and a troublesome LL. Anyone else experiencing these problems since the upgrade?

alzeebub

Update: My TT bband went live on the quoted date (25/10) and so far so good. I've still only got 2.2mb so that's the only gripe so far.

I've been able to play games and download torrents without a problem, I've certainly seen no evidence of any throttling to the speeds of either.

I am a rare breed it seems, a happy TT customer ^^

NewToThis_3

Does anybody else experience dropped connections or difficulty with MSM Messenger since joining Talk Talk? I would like to know if I am alone in this! Also, my shortcut on the desktop doesn't work. I have to double-click on Internet Explorer to obtain a connnection. Weird!