New Talktalk poll; feedback needed, good and bad

poochthenooch

:mad: Terrible customer service, they tell you packs of lies and put the phone down when they cant understand your problem. Promised lots of callbacks it never happens.We have been on the phone for up to 50 minutes and then have it put down on us. Very infuriating. Been without BB at times for up to 7 days.:mad:
I also get the problem connecting, they have now put mine down to just .5 as I cant connect on anything faster. Its so annoying ,yes its cheap but Im not sure that makes up for the lack of customer care.:mad:

Jay.P_3

I can confirm that although their customer service are friendly and try to be helpful they don't get the job done.

I connected on the 5th June telephone with free broadband and it was and still is up and running, so you ask what's the problem. How about I cannot view my account online and never have been able to. I've rang them a dozen times to be told that they have 2 systems and on one I am active but on their billing system there is an error which shows my account as in-active.

Each person I have spoken to has apparently logged a change request to make my account active. 3 months later still nothing and although at the very start I set up a direct debit they have never collected any monies - bonus! And I have been told that although I am using the phone and broadband their billing system says that my account is zero and I won't be charged as there is no record of any calls since I joined - we'll see!
Problem is this will only last so long and they will probably cut me off.
Any advice would be welcome.

goodquestion

It seems I was saved a lot of hassle then!! I tried to sign up with TT after moving house, they seemed to be confused that I was trying to do this and not transfering an account from elsewhere. This led to a massive delay while they figured out what they were doing.

I received a welcome back and "live dates" but after 3 weeks still no phone and no more information. After repeated phone calls and long lines in queues I got nowhere. After nearly 3 months without a landline I called BT who switched me on the same day.

6 months later after some very long letters with no response I got a package from TT containing our modem and "everything we need to get us started!"

I have not had a single good experience from any Broadband provider but TT took the biscuit. I recently had re-thoughts over whether to go back convincing myself surely things have changed, after reading this post I definitely wont be!!

Nightwriter_2

Hi

Just wanted to let you all know about a sneaky way Talk Talk might try to charge you for leaving them. I've been with them since early 2006, tried for several months in 2006 to get them to get my broadband working (long, expensive, boring tale with no success), eventually gave up on their broadband, as my blood pressure could take no more, and just used their phone.

Then had a call a few weeks ago inviting me to change call plans - I said no, as didn't want anything they were offering (international calls etc).

Then when I rang up yesterday to cancel the contract (lots of errors with my direct debits from them and I got fed up) I was told I would be charged £70 disconnection fee because I had started a new call plan and that constituted a new 18 month contract. It took an hour on the phone, a lot of shouting, and 3 different "call handlers" before they eventually conceded they had no record of me every agreeing to the change in call plan, so as a concession on this occasion they would "waive the disconnection fee". Big of them, as it was their sneaky underhand tactic to start a new 18 month tie-in period exactly as the original one was coming to an end, and I had already rejected it!

Be careful - it could happen to you, regardless of whether or not you say yes to any new call plan offered.

simonthesonofrobert

Terrible service plus ripping you off by making you ring 0870 to complain then transferring you to a call centre in India where they wont let you speak to a supervisor.
No landline for 21 days no explanation of why or how long to fix.

TalkTalkBoy

simonthesonofrobert wrote: »

Terrible service plus ripping you off by making you ring 0870 to complain then transferring you to a call centre in India where they wont let you speak to a supervisor.
No landline for 21 days no explanation of why or how long to fix.

The 0870 is free from your TalkTalk landline and is the number for Broadband Technical support. If you have a lanline issue you need to speak to landline faults on 0800 049 50 50.

Theres always the saynoto0870.com website if you are unable to call from your TalkTalk landline. But using the correct number will be free from any landline.

jacquie3167

My Talktalk service was brilliant until one day in May 2007. I received a letter explaining that they were carrying out an upgrade and that would mean a faster connection speed for it's customers.

Since then I have had continual problems with the connection dropping (that's when I am able to get online at all!) Since May 2007 I have not had a single week without a problem :mad:

Their technical helpline go through the same checks everytime I call. Then they say they will get their 'line 2 support' to call you back. Sometimes they don't bother!

When I told them I was fed up and wanted to leave, they quickly reminded me that I was tied into an 18 month contract which doesn't end until Nov 2007.

I am due to start an online business next month and am seriously worried. Right now, I am awaiting a call from them after being unable to connect to the internet ALL DAY yesterday! (I tried every hour)

Any advice will be so gratefully received. Thanks guys!

TalkTalkBoy

jacquie3167 wrote: »

My Talktalk service was brilliant until one day in May 2007. I received a letter explaining that they were carrying out an upgrade and that would mean a faster connection speed for it's customers.

Since then I have had continual problems with the connection dropping (that's when I am able to get online at all!) Since May 2007 I have not had a single week without a problem :mad:

Their technical helpline go through the same checks everytime I call. Then they say they will get their 'line 2 support' to call you back. Sometimes they don't bother!

When I told them I was fed up and wanted to leave, they quickly reminded me that I was tied into an 18 month contract which doesn't end until Nov 2007.

I am due to start an online business next month and am seriously worried. Right now, I am awaiting a call from them after being unable to connect to the internet ALL DAY yesterday! (I tried every hour)

Any advice will be so gratefully received. Thanks guys!

jacquie, Ive PM'd you a number to enable you to speak to second line support

NovaBlack_2

well we successfully claimed over £700 from talk talk

we had 6 weeks of awful service (70 disconnects a day average, less than dial up speed and awful CS who NEVER called back, and always came up with the 'plug router into main socket and monitor for 24 hours' solution.. over n over)

they switched us illegally (they had a phone call recording where we clearly stated we COULD NOT have their broadband with our call package, and furthermore it was important it was noted as we had 2 business accounts with AOL we needed, and any disruption to this would be disasterous) and did nothing to sort it out.

so anyway keep on hanging in there ppl and KEEP complaining if need be. we didnt get taken seriously till we got an OFFCOM formal complaint reference number.

oh well .. 6 weeks crap but got the £700 back. (almost 20 hours of phone calls on business time by the Managing director). the funny thing was we told them we would charge them on day 1.. and they did nothing. they could have avoided it all.


oh and as far as the level 2 tech support its a joke. we would call up and have to go thru the mundane level one 'is it plugged in n turned on' thing OVER N OVER.. just to get to level 2 to be disconnected (due to a bad line connection due to talk talk). we were 'not allowed' to go straight back to level 2.. instead level one would be repeated.. (15 mins) then get put on hold(5mins) then get to lvl 2 tech support n get disconnected.

4 different people promised to call back if it disconnected again.. they never did.

iansp

I left TalkTalk last December and moved my Line and Rental back to BT.

I informed TalkTalk at the time, and paid my final(!) bill.

They've billed me every month since for being on, they claim, Talk 2.

I have spent numerous hours and pounds calling them, talking to people in India, South Africa and god knows where else. Sometimes they will remove the costs on my account, but every month I get a new bill for a service they do not provide to me. They're also trying to charge me £3.50 a month for not paying by DD ! My last bill dated 13/9 says I woe them £13.78 !

I just want them to go away and leave me alone. Can anyone help?