Don't use Talk Talk/Tiscali

dontusetalktalk

My recent letter to Talk Talk/Tiscali 'customer services' (ha!!) says it all:

[FONT=&quot]October 2010

Dear Sir,

I just wanted to drop you a line to let you know how utterly pathetic your customer service department is, in my opinion.

Back in early May 2010 BT accidentally cancelled a line to one of my rental properties. They apologised and soon rectified the situation. Unfortunately, but understandably, Talk Talk had to cancel my broadband as there was no line to have it on.

The problems began when I tried to reinstate the broadband with Talk Talk. To say I phoned Talk Talk on several occasions would be an understatement of epic proportions.

On 2 June I was told, finally, that the broadband would be working again that day. On 7 June I was told that there was now a problem at their end and that Talk Talk was trying to resolve it. There’s no point me listing every phone call because it would be a rather long letter and as I am constantly reminded, all your calls are recorded so you will be able to verify all of this.

On 21 June I was told there was no broadband on my line, nor was there any record of a plan to have a broadband service put on my line. It was as if none of the 25 or more previous calls to Talk Talk had ever taken place at all. I therefore very easily (as I didn’t even need a MAC code) switched to BT. I decided to switch another of my Talk Talk accounts (in my wife’s name on another property) to BT too.

The ‘service’ was officially cancelled on 27 July but I’d been without broadband for all of June and all of July. Talk Talk have been chasing ever since for a £28 payment to cover these two months. I didn’t pay it because I didn’t think I should be paying for a service I’d not had.

It was then I started recording my calls to Talk Talk as the ‘customer service’ I received had to be heard to be believed! On more than one occasion (again you will be able to rectify this in your call recordings) Talk Talk customer service agents hung up on me, presumably because they didn’t want to handle the matter. It was always someone else’s problem.

On 31 August, whilst trying to resolve the matter, I was passed from a Talk Talk customer service agent to the Billing Department. They passed me to a Tiscali agent who then passed me to Tiscali Billing & Care. I was told that they understood the issue and that it would be resolved. I even got a case number. Of course nothing happened and I still received calls and letters.

I recently decided to pay the £28 because frankly I cannot bring myself to explain the story all over again to yet another ‘customer service’ agent with the customer service skills of a brick. It’s just not worth my time. So congratulations, I give in.

However it goes without saying I’ll never use Talk Talk again but I also make sure all my 39 tenants know that Talk Talk should be the last company they ever go to for broadband services. I’ll also put my thoughts onto several landlord forums I’m a member of as well as some of the consumer forums which discuss utility providers.

If just one person decides not to use Talk Talk as a result of hearing or reading my thoughts on your delightful company it will surely cost you more than the £28 you have incessantly pestered me for, for nearly 6 months.

Many kind regards,

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pinkshoes

Why did BT not pay the £28? After all, the initial reason the broadband was stopped was BT's fault!

Why did you pay the £28? And why bother with all the phone calls, when you should have put everything in writing?

[Deleted User]

i.m.h.o.

b.t. are rubbish

talktalk have been nothing but fantastic for us

and so no one acuses me of been biased for whatever reason

virgin are quite good too :beer:

hippyadam

I had shocking experiences with Tiscali customer services too... :mad:

I feel your pain :beer:

Rolandtheroadie

Never had a problem with tiscali. Or talk talk for broadband.

happyinflorida

My sympathy to the ex customer of talktalk. Yes they are appalling and don't know what customer service is. You ring through and get through to the rudest people I have ever had the displeasure of speaking with.

I've unfortunately been stuck with them for 18 months and it's been hell. I've had so many problems, none of which have been cured, due to their total incompetance.

Thank god I can now change and have done and I would never, ever recommend this lot to anyone unless I hated them!!!!!

Broken_hearted

Never had a problem with Tiscali, now talk talk have bough them out its a constant nightmare

mynameisdave

hippyadam wrote: »

I had shocking experiences with Tiscali customer services too... :mad:

I feel your pain :beer:

I used to work for Openreach and if the people Tiscali let loose on their customers were worse than the people they let loose on B2B then you have my deepest sympathies.

TalkTalk

Hi all,

I can appreciate any customers who have had a poor experiences with their services will be undoubtedly frustrated at this.

For any customers with issue feel free to join the TalkTalk Forum and we can investigate into and resolve any issue you may be encountering.

Regards

Mark

timberflake

Talk Talk is one company I would never ever consider joining, no matter what! There has just been too many people who have had bad experiences, this company sound utterly appauling.

G42

I'm sick to death of seeing "Don't use Talktalk/Tiscali" or for that matter Virgin, BT or any other. Every company has their problems from time to time. By all means have a moan/vent about your particular problem but don't try to make out that every other customer will run into the same problem by heading it up as "Don't use etc". As far as I'm concerned I've been with Tiscali/Talktalk for several years and had no problem and neither will the vast majority of their customers. The same goes for other companies as well.