New Talktalk poll; feedback needed, good and bad

charlysez

i have been with talk talk a month now, light phone user so no issues there yet, not had my first bill either so no problems there so far.

however, the internet, well its saved me about £150 this weekend alone!!! how is that? well the connection is so SLOW that i lost all the items i was bidding on on ebay. on each of the four occassions i placed my bid with 90secs to go and the item had finished before i even go to the confirm bid page!!!

the reason i left my last provider, o2, was because of the slow connection, seems i am out of the frying pan and now firmly in the fire.........

Lymmbo

Hi Emma thanks for the update. I am still waiting for the phone to be fixed, and although I can ring using 1280 prefix, it is worrying that I do not know what cost this will be from I assume BT. They have sent me my final bill already, and as I was in credit they are now sending me the outstanding balance. What a pleasure to deal with them, unlike Talk Talk which my mother has just moved from to Virgin, and I have had to ring TT to get a refund. They even charged an extra month, knowing that she was no longer using TT. The more I hear about TT the worse they get. Hindsight is a wonderful afterthought!!! If only I had read these forums before hand. Live and learn

Donna_H

I have now had a 3rd employee from the ceo's office call me. I first sent them a letter via email and had a call from one employee a day later. This lady said she would look into things and call me back the next day. As I had heard nothing for a week I called the number she gave me and got through to her voice mail, I left a message. On 04/02/10 I had a call from a 2nd memeber of staff informing me that the first person had gone off sick. This lady was now to look into my problem (almost 3 pages). As of today I had heard nothing from her, I called and left a voicemail. I have just had a call from a 3rd representative of Talk Talk's chief executive office informing me that the 2nd contact has now gone off sick. He knew nothing of my query and suggested I was free to look elsewhere for my broadband and telephone. Can anyone tell me if this is someone's idea of a joke. Is there any point in contacting the CEO's office?

alexlyne

To add my experience:
From a new line order to having broadband took around 2 months. The original date was pu back, and also a confirmation letter reckoned I would get the BB before the phone line was active

I was offered a half-price new line connection (normally £60). My first bill had a £30 charge. My third (or 4th) bill had another charge. I found out that usually with these new line charges this is how they bill the full amount. A message on teh talktalk memeber forums did get this cleared up after I provided all my evidence, and they were able to check the phone conversation I had when ordering.

From the online talktalk member forum, the general concensus is:
Telephone support seems to be completely separate from the rest of the company - anything you say over the phone is (sometimes) noted on your account but not feed into the master computer. It also can take hours.
The online support forum is very good. Whilst it still takes hours (you make a new post with your query, and their staff answer everyone in strict order), you are not hanging on a phone. Still not excellent, but at least there is a written record, and the online staff have access and power to do pretty much everything.

So after 4 months, everything has settled down... and I am happy. Teething problems are something that I expect when it come to comms (it happened with Tiscali a few years back), even though it should be something that these companies should focus on more.

The only bad thing I can say about talktalk is their strict queueing system when it comes to orders. For some people (not me thankfully), their order somehow stalls or goes missing. Their activation date comes and they query why they are not connected to be told that something happened to their order. They then have their order reordered, and effectively put to the back of the queue. So a wait of 6-8 weeks with nothing is tehn compounded by another 6-8 weeks. There seems to be no way that talktalk can say: 'sorry there was a problem, we are fasttracking it for you, to minimise your disruption'. Part of the reason is that they have to get openreach to do some of the work (which is beyond TTs control), but the rest of it could be handled by a special liaiason to ensure that as soon as one part of the process is complete there's a fast smooth transition to the next part.

Oh, and reason for moving from Tiscali to talktalk? Well I moved house, and Tiscali weren't interested in keeping my business (they told me that as I was moving, they would have to cancel my account, with no mention of using them at the new address!).

As for internet speeds, I'm very happy as only 2km from exchange, and getting around 13Mbps. The throttling does affect iPlayer, which I'm not overly happy about.
People do realise that if they have a slow broadband with one company, there is a very good chance that it will be low with any other right??

shazza71_2

TLK TLK are a disgrace, i was contacted by them to change phone and BB, prices sounded good so agreed, salesman told me about £29.99 connection fee so i said no as i already had a router and BB and was not prepared to pay the fee, he then told me he would waiver the fee. he then had to put me through to his supervisor to make sure all was okay..she then told me about the £29.99 connection fee, which i told her sales rep told me it would be waivered so she agreed, i got my first bill the connection fee was on there, so i emailed them to complain, got no reply so phoned them. They had no record of my fee being waivered but agreed to comply, i then recieved a phone call yesterday about my email, so i explained everything again, her supervisor said no, it would not be waivered, so i said cancel it all i`m still within my 30 days, so she decided to waiver it again..WTH is going on with them !!! NOT HAPPY .

shazza71_2

Would also like to say, they did not tell me to contact my provider of the change, so i incurred another months fee from them, which Tlk Tlk have refunded me..

Mystyfied

I am in the middle of an unresolved dispute with Talktalk over a cancelled order,( I won't bore you with the full details) I cannot believe how their customer services team treat people or the companies policies! ( for instance: if you are applying for a new line then to contact them you have to dial an 0845 number I have had to ring them 6 times and every single time I was on hold for 12 mins and various seconds that is making them a lot of money! and yes they may be busy but 12mins everytime is suspicious to me) I have rung Ofcom and been following their advice, word for word and I urge people to contact Ofcom to complain as Ofcom do not do a full investigation unless there are numerous complaints about the same company, So although it may not help you please encourage people to contact Ofcom as it could save somebody the misery in the future!

absolutelyemma

A talk talk representitive stopped me in the street and persuaded me to join. One thing they mention was they only had british call centres which i soon discovered was a lie when i spoke to a customer service person in India. Talk talk's broadband was TERRIBLE. Did not work at first and then was so SLOW it was completely un-usable. Could not get in contact with right person, sent from pillar to post. Completely unhelpful. Finally i agreed to terminate but they didn't stop the contract when agreed and continued charging me until i rang them up again. Had to pay full cut off fee. Disgusting. :mad:

lindos90

Had two people at my door yesterday from talktalk wanting to know who my provider was and if I got free calls and broadband.

'I am a talktalk customer already, I get free bb and calls' I tell them. They were very insistant that I then provide them with my personal details and what contract im on.

'I am a talktalk customer, your company has my details, im happy with the current cost of the contract'..They were still very insistant that I give them my details, including my name and other details..

'I am a talktalk cumstomer'...you HAVE my details somewhere, why would yo expect me to give all my personal details away to someone on my doorstep for no reason?'....well they insisted they needed it for their 'data base'...didnt get it though!:rotfl:

brambleboy

TalkTalk - what a buch of jokers!! Cancelled my landline account with them and paid my final bill - and this month I get a bill for £1.25.... this relates to the paper bill charge!! So they generate a paper bill to tell me that I owe them nothing - but then charge £1.25 for the privilege. AND you can't discuss the matter on their 0800 number for free, you have to call their customer services on an 0870 number and get charged further. NO chance TalkTalk - direct debit duly cancelled and they can whistle for anymore of these phoney charges.