TalkTalk feedback needed; good and bad

bbb_uk

bogman wrote:

My current ISP is Orange. When I asked them for a MAC code so that I could transfer to TalkTalk they said TalkTalk could not provide a service to a previously Orange customer without the customer being without broadband for 10-15 days. Something to do with LLU (whatever that is). Oronge refered me to https://www.samknows.com which they (orange) say confirms TalkTalk have no LLU exchanges. Can anyone explain what this means ?

Hi Bogman,

In simple terms, LLU (Local Loop Unbundling) means that an ISP is using their own equipment (or use another providers equipment) in your local exchange instead of paying BT to use their (BT's) equipment. This saves the ISP concerned a lot of many as they don't have to pay BT.

The TalkTalk broadband is only available if they (TalkTalk) have their own equipment in your local exchange that you are connected to. To check this I'd visit TalkTalk's site and they'll probably confirm this and/or visit SamKnows (that you link to) and enter your BT landline number and postcode.

Once you click on 'check' then on the left click on 'LLU xDSL' and it will display companies that have or will be getting their LLU equipment in your exchange that you're connected to. TalkTalk entry (if it exists) will be listed under Carphone Warehouse as opposed to TalkTalk and it may display it exists or when (if known) that TalkTalk will be available in your area.

The samknows method is only a guide so I would recommend also checking TalkTalk's site to determine for sure.

If TalkTalk (CPW) have LLU in your area and its active (ie shown as green in samknows) then go back to orange and ask for your MAC code and don't listen to them trying to put you off.

Be warned though that unfortunately due to the ineffective regulator, Ofcom, ISP's are under NO legal obligation to supply you with a MAC so if Orange refuse then there is nothing you can do except cancel your broadband with them and wait at least two weeks (without broadband) before joining with your preferred ISP.

If you're in a TalkTalk LLU area and Orange do refuse to issue a MAC then say it doesn't matter and leave it a few hours, even day or so and try again and see if you get a more helpful c/s person that will supply you with a MAC. Sometimes, with c/s it depends on who you get that answers the phone.

Remember though that unfortunately no ISP is under any legal obligation to issue a MAC any it isn't uncommon for an ISP to refuse to issue a MAC.

tonygre

Seems to be common for people to have a connection speed of 2.2Mb ??
I also have this connection speed and am within a very short walk of the local exchange.
My telephone bill from TT shows the exchange used - from another town - 15miles away.

I wrongly presumed a very fast speed.

The connection is continually dropping out.

The dial up regularly states no dial tone.

Mutley

I have been a TT Talk 3 international customer for only 3 months. Broadband was never connected. TT ignored 2 MAC codes which then expired. I have spent literally hours on the telephone to some of the most uninterested and, on occasions, downright rude individuals who clearly have very little product knowledge or customer service skills. I have spent more time trying to sort out issues in the 3 months I have been with TT, than I have in the previous 10 YEARS with BT. Fortunately, as it turned out, as my broadband wasn't taken over by TT and remained with BT, I persuaded TT to release me from the 18 month contract with no cancellation charge. I am please to say that my line and calls have now been transferred back to BT.

I am happy to pay more for a decent, hassle free telephone and broadband service from BT than to have any dealings now, or in the future, with TT. The Carphone Warehous brand hs been tarnished and Charles Dunstone really doesn't seem concerned.

As regards to people I know who have TT broadband, they report extremely slow connection speeds way below those of their previous ISPs. Thsi is to do with TT's traffic shaping protocols. Also problems using e-mail accounts and billing issues are also a problem.

My advice is to stay well clear of TT and stick with your existing provider if you receive a reliable service from them.

Good luck.

glenboy

Have just been upgraded to full 8 meg and having no end of problems connecting and staying connected!! Been with them for 18 months now and everything fine till they changed the exchange. Only other problem is getting thro to talk with someone. 48 hours on still waiting for call back from help desk.

Fireman_2

I have been with talktalk since April and they are nothing but trouble. It is rare for me to switch on and get connected. I click on talk and go after a clock wizzes round it tells you to reboot. It does not always work. Then they say they can't fix the problem and to ring technical staff on 0871 226 7146. You are then told there is a minimum charge of £2. After a load of being told of all the services you are told to hang on as your call is important and you will be asswered soon. Within seconds you are cut off and have to dial again and another £2. This is no accident it has always happend.

Talktalk is a criminal firm. I have tried to complai to Charlie Dunstone an he is to ignorant to reply. That says it all.

I was with Onetel who they bought out and I never had any trouble with them. They was great, but there again Charlie didn't have his dirty fingers in. Thek know what they are doing.

Linda's_Man

I applied for the TalkTalk International 3 package on 28th April 2006. The phone went live in June and the Broadband in August. I had problems getting connected to Broadband and when I phoned the help line late at night I was told they would ring me back the next morning and they did. It turned out to be a problem at the exchange, which took a few days to rectify. Unfortunately, they didn't tell me when they had fixed the problem. I sent them an e-mail to save the cost of the 0870 number, before I new about "SayNOto 0870", and got an e-mail back saying they were too busy to answer my e-mail query. I phoned a few more times and eventually the problem was sorted and at that time I wrote to them saying that I was not going to accept paying for all the calls I had had to make to the help-line as I had been given the runaround with each department I spoke to denying responsibilty for my problem. To this day they have not replied to my letter but did only charge me £2.15 for one call to the help-line. So for a communications company they are not very good at communicating with thier customers. My problem was insignificant compared to my cousin who had problems and received a phone bill for £15+ for help-line calls.
The Broadband speed is 2.2Mbps not quite the 8Mbps they say they can achieve, if you live in the right area of course.

raclarke4567

I have not subscribed personally to TalkTalk(or not talktalk for some) as for me much more expensive package.
I have,however, been affected by the takeover of OneTel by Carphone Warehouse. In the previous 6 years with OneTel dial up and prefix number long distance and international calls, absolutely no problems AT ALL.
About 2 weeks after the takeover had difficulty logging on and being terminated prematurely from connection. This has improved past few weeks.
NOW the 1877 prefix is cancelled and no substitute offered other than transfer to TalkTalk. No advance notification from TalkTalk BEFOREHAND. tried to use Sunday to speak to elderely parents in Spain and message stating I was not "registered". IE not that service had been terminated.
Customer "Services" then informed me service dropped and attempt to woo! This is no way to gain customers!
I expect more problems with the purchase of AOL. Wonder how the US will react to such poor service.

fagun

Martin - probably too late to change the poll, but it would be interesting to note how many have the 8Mg connection. Mine is only 2 Mg, and TT say that they will upgrade to LLU depending on demand - which could mean never. False advertising????

Bundy_2

Took 3 months to receive my username and password. I'm up and running fine now and the line is actually 4 times faster than when I had Tiscali. If you're in a rush for broadband, DO NOT go with talktalk.

markld

Spent a day trying to get their modem to work with their installation program (one of the worst pieces of software I have ever seen). In the end, gave up and used a Netgear wireless modem/router.

Ok-ish since. Not as reliable as BT Openworld, but much, much cheaper.