TalkTalk feedback needed; good and bad

earthmother

I applied at the end of July, and was given a broadband Go Live date of September.

My phone moved over in August as expected, and sure enough on 1st September there was my broadband. OK, so they forgot to tell me, and I spent a day and a half thinking my PC was infected with something nasty as I couldn't get internet access, but when the lightbulb sprang into life and I thought to try setting up Talk Talk everything was there (my modem had come through a couple of weeks prior with no other paperwork) .

A couple of email issues at the very start, with which customer service were very helpful, but other than that no problems. The connection speed is no worse than my old supplier (Tiscali), and at times better. The connection quality is definitely better (was loosing connection for a couple of hours at a time at least once a week with Tiscali) , and billing is much more reliable so far.

foresterf

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.

paul2772

On the positive front, I was actually migrated to broadband 6 weeks ahead of schedule and have had no problems. And further thanks go to BT who managed to charge me for an additional 3 months!! All ISP suppliers I suspect are as good or as bad as each other - but at least I have the luxury of knowing that now I'm not paying anymore!!

scms1969

I am more than happy with the whole service I use the international call plan to call spain every day and have already saved £2-300 the T&C's are straight forward and as far as I understand the initial contract I signed is clear with no hidden extra's. I got in from the start and although they actualy stated 12 weeks for connection I was up and running in 6 wks so it was a bonus half the time for me and have never had any real problems, I had a day not so long ago when my modem could not find the server for 2/3 hours so called their customer service team(got through within 2 minutes)and there was a BT line upgrade that they had emailed me but because I do not use their email service and had not set it up to forward their messages to my email you could say it was my fault for not having done so.

jwillow_2

We've had TalkTalk internet from June of this year, earlier than actually promised. When it's good it's good but it frequently stops me from sending emails by just 'losing' the connection and it drives my daughter bananas as she frequently can't get online then when she does she can't access her email accounts or the sites she wants to visit. Don't understand why you can surf some sites fine but sites like ebay just grind to a halt. Just on the verge of moving to another supplier but doing more research this time!

ribble_2

I subscribed to Tallk Talk back in July after reading your article that things might be getting better as well as cheap calls and broadband.
Got initial acceptance and duly waited for the September switch over of phone and broadband, and waited and waited.

e.mailed customer service who said that there was a tag on my line and could I call customer service. In between times i received an e,.mailed from the broadband support team to say that there was a tag on my line and for that to be removed I should contact BT.

I should now point out that I am still currently with my other broadband supplier until I know of the switch over date.

I duly contacted customer services by phone to speak to somebody in a far off place, to be told that they could not process my order, so to rectify this cust service were to cancel my order from July and I should call back in 10 days to re-apply and to allow the cancellation to go through.

It has now been over 2 weeks upon checking the Talk Talk website presummably to re-apply it states that my number was still being provisioned!!
When checking my account that was originally set up I have now been processed to having my line switched.

Apart from providing Talk Talk with my broadband migration code back in August I have had no correspondence from them as when switch over is going to take place or not for that matter.

Again I have e.mailed cust. service they again state that that phone and broadband are disconnected, I know that because I am still paying BT!

The question is do I continue and hope Talk Talk are going to sort it out or change to another supplier!!

What's the betting on that as soon as I change supplier Talk Talk will notify me of the switch over date, as I am a customer of theres on their system.

Few what an nightmare!! Now for Gas & Electric!!

o.a.p

I signed up in July and was connected by the end of August.
No problems, but was promised 8Mb connection, but only have 2.2Mb. BT offered me 8Mb to stay so it should be possible - does anyone know how I can find out please.
My biggest problem was getting the trandfer number from BT.
If I need to contact customer Services I go to a Carphone Warehouse Shop and use their phone!!

mobilegossip

Details of the watchdog programe are here.
http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/reports/internet/internet_20061003.shtml

minted60

K9COOP wrote:

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...

Joined in July got my broadband in mid-August - no probs at all. Like you was with Pipex who dragged their heals about supplying me with a MAC code - and subsequently have carried on taking my Direct Debit for 19.99 - I stopped the DD on 1st Sept. and have been unable to get my money refunded via them, but was successful with my bank who've refunded and they're going to try to get the money from Pipex!

lisaburton

I phoned talk talk in june some time to change over to them for their telephone and free internet connection. I was told on the phone by the operator that due to high demand it would take four weeks for me to be connected. Four weeks later my phone had been conected but i didnt have any internet.
I phoned talk talk and was told that they would post out my modem user name etc.
I recieved my username password a week later (still no modem)
I phoned talk talk again after waiting on hold for ages as you do everytime you phone them I finally got through to someone and was told that my go l ive date was 31st august so they said I would be up and running with my internet then. I explained that my husaband uses the internet for work and we do not have any internet at all as our previous provider was cancelled due to the change.
On 31st August I phoned them to say that I still hadnt received my modem and they said that it gets sent out on the go-live date so i would receive it within 3-5 days.
I told them that I was disgusted with their service and that I have changed my mind and do not want the free internet.
I was then told that I would be charge a £75 cancellation fee as I was cancelling. I tried to tell them that it was a free service added because I had the phone package but was told that it has cost them money to set it up and would be charged a cancellation fee.
I finally received the modem a week later but didnt use it and switched to sky internet who had me up and running within week. For the extra money I dont mind paying it as they kept to their word unlike talk talk.