TalkTalk feedback needed; good and bad

patwa_2

Hi. My experience:

The Good.
Fast signup and hassle free setup of the phone service.
Broadband activated without hassle 3 weeks ahead of schedule, with modem, etc sent at the same time.
No problems with broadband service, e-mail or any downtime of any kind.
Speed well above what I'm paying for - it's only because of the numbers on the screen and my stopwatch that I can believe it at all.
No limits on downloads. T&C's say 40GB per month - I'm sure I passed that 2 weeks ago! For the third month running!
Friendly customer service, willing to go and look for the answer to queries instead of just fobbing you off or giving you inaccurate information.
Sympathetic to disabilities - partially sighted, so bills sent in Braille, despite being signed up for online billing. No charges levied despite this being stated in T&C's.
Online account management is intuitive and easy to use.

The Bad.
Extreme underestimation of demand for the service.
Long queues for customer services.
Unable to view details of unbilled calls, just the amount due. (You could view details with JustDialSaver, whom were then bought by TalkTalk).
Unable to register for and terminate calling features online.

I think this speaks for itself. Coupled with a great package, features that are actually wanted and an even greater fprice, this is definitely a keep - and a good thing too, due the mandatory 18 month contract. TalkTalk have clearly put the customer first in this endeavour, and this has wholeheartedly shone through in my experience with them. There are a few very minor improvements that could be made, but this is really just icing on the already rather sweet cake.

Hussein.

cha_chi_2

Signed up to Talk Talk 3 months ago, very impressed at start but then it went horribly wrong. I lost both landline & Broadband service on the 13/11/2006 and despite calling Talk Talk (from my mobile) every other day no one can tell me a date for getting the service back it is a problem at the exchange so I'm told. I'm posting this on 27/11/2006 and still have no service.
So if you want to take the gamble it's a great deal but trust me if it goes wrong you are in for a big headache as I'm finding out

tinytot143

I have spoken to the high level complaint department today and they are going to get me service back as now I have totally lost my broadband line back to BT. They have said that I will get compensated for all the messing around but I should be up and running in 10 days time!!!!!
I live in hope
Tracey

wrexhamandy

You know it's bad when you're chasing THEM to send you a bill so you can pay!

If you're suffering with a problem say if it is not sorted by tomorrow that you are cancelling your contract and starting legal proceedings against them for breach of contract. Done that twice now and problem's been sorted by the next day when I've there's been weeks of repeated and expensive calls to their idiotic, rude and useless customer services/tech support.

But it is so soooooo soooooooooooooo soooooooooooooo bad.

London_Girl_3

Ok, have had enough. i don't think i can take the hassle of trying to get a landline that works! i spent the first 2 weeks phoning twice a day. i have had no updates at all. i was merely told that when BT did the lines, everything was to be fixed in 48hours but that since it went to OPAL that this had gone out of the window, resulting in a backlog. I was told that i could have incoming calls diverted to my mobile at no cost. well that was friday and i still have nothing like that happening. i have spoken to staff around the globe and while they may be friendly, absolutely nothing happens. i feel that i have more chance of a flight to the moon than anything happening. They also have the wrong contact number for me, and i tell them each time. Each time i am told that this has now been changed. It has yet to be. i am have just tried to call and was cut off. Service - there is none!

ok - rant over, but still no service. Aghhhhhhh

bunny-zoe

Hi, We have been with TalkTalk for approx. 18 months and have never had any problems. We were upgraded to 8mb on 23 October and that it when it all went horribly wrong. From 23 October until 10th November we had no internet service after approx 4pm and a very bad phone line.

From the 10th November til 25th November we had a cross line. We could phone out but were receiving another persons phone calls and anyone that rang our line could not contact us.

If having a crossed line wasn't bad enough on Friday 25th when they sorted the other persons crossed line they cut us off! We have only got our phone and internet service back today 29th. Like others we spend everyday on the phone but apart from a useless text message update every 48 hours you might as well not bother ringing. I have numerous operator say they will call me back but never do. I have been told numerous times that the complaints team will call me back but never do.

I am now thankful to have my phone line back but with the original problem of bad line and no internet after 4pm unless you constantly power-on the router. I can only think that our line can't cope with 8mb?

I called to cancel and go back to BT on Saturday and the guy I spoke to said if I stuck it out with them for all my hassle I would get 3 months free service. Now my line is back today I called Customer Services as I checked my phone bill and I have the other persons calls on my bill for the two weeks I had a crossed line. I have now got to wait approx. 4 days for the customer services manager to call back to discuss these being removed from my bill. As for the compensation I am sure the customer service operator didn't believe me but said I could also discuss this with the manager. Wonder if I will ever get the call?

Sorry to go on but it has made me feel better sharing this with you. x

Parchester

In May I decided to switch from BT Broadband to the Talk Talk Broadband and Landline package. Received an acknowledgement and a target switchover date of August.

In July they asked for a MAC code, which I obtained from BT no problem and phoned through (the TT website wouldn't let me enter it). August came and went. No welcome pack, no change, no nothing.

25th September they send me an email saying they need a MAC code. I ring to point out that they've already had one (and incidentally, I never had any trouble getting through to their call centres), but of course that's expired. So I get a new one from BT and phone it through.

9th October they ring me and ask if I have received a welcome pack (no) - oh, and could I let them have a MAC code please. So I ring BT again. The September code is still valid and they extend it for another couple of weeks.

2nd November. TT ring and say they need a MAC code. I am rather rude to the poor asian lady. Nevertheless I ring BT again, who by now have their act together and put me through to a super-salesman/customer retention person, who offers me a £3 per month discount on their Broadband 2 package (so I'll only pay £19.99 per month), complete with fancy new wireless modem, additional phone line with free evening/weekend calls, etc. So I decide to stay with BT and email TT to cancel my order. The very next day, the new BT Home Hub modem arrives by recorded delivery, and TT customer service acknowledge my cancellation. Amen. Well, not quite.

28th November. Letter from BT saying that they have received an order to switch my telephone service to another provider on 8 December. And an automated phone call from TT saying that my order is progressing and that I'll soon be receiving my welcome pack and will be switched over soon! Phoned BT to authorise them to cancel the order and take it up with Ofcom if necessary and fire off another snotty email to TT. No reply as yet...

Heinz

Thanks bunny-zoe and Parchester - a couple of really good examples of how that nice Mr. Dunce-stone is sorting things out.

brantonrhino

Applie back in August. The phone transfer was slick and seamless, but still waiting for broadband!

To date I have been paying my original broadband provider, Metronet, who provide an excellent service but dont have a comparable phone+broadband offer.

billsavings

If your still facing problems have a read of this site,contains useful info!!!!

http://talktalkhell.wordpress.com/