Talk Talk Business – TERRIBLE SERVICE

orangetrader

Originally signed up and was informed that the broadband should go live on the 9th of November 2011. The letter stated that if for any reason that date was put back, they would be in contact to reschedule.
Waited at property all day and no engineer arrived. I then contacted Talk Talk who said that they were unable to confirm when it would go live but that I would get an update in a week or so. No updates so I just had to keep calling them asking for an update. Different story almost every time that I called. Eventually BT contacted me directly to arrange for an engineer to do the 1st part of the installation. Once that had happened Talk Talk said that it would be live in a matter of days and that I should keep an eye on the router. Once the internet light goes green, it’s live! Well nothing happened, no green light etc.. Called Talk Talk again, this time they said it would be another month before the BT engineer could connect 2 cables outside the property to activate the internet connection. I simply couldn’t run a business this way, if I did I wouldn’t have any customers for very long. It’s bad enough that they are so slow and unwilling to resolve the issues but they don’t even communicate or keep you up to date. All in all it’s almost 2 months since I placed the order and I am still waiting for the internet to go live. I have at least 2 more weeks to wait. Terrible service and terrible communication. They aren’t up to the job of servicing businesses in my view. It would be annoying if this was my home connection but my business depends on it. If you give a delivery date business-to-business, you are expected to honour that obligation if you care about reputation. Perhaps they don’t….

bod1467

I know they're still subject to BT Openreach availability, but this is a BUSINESS account so there should be service level agreements in place. What you describe sounds shocking!

macman

orangetrader wrote: »

Originally signed up and was informed that the broadband should go live on the 9th of November 2011. The letter stated that if for any reason that date was put back, they would be in contact to reschedule.
Waited at property all day and no engineer arrived. I then contacted Talk Talk who said that they were unable to confirm when it would go live but that I would get an update in a week or so. No updates so I just had to keep calling them asking for an update. Different story almost every time that I called. Eventually BT contacted me directly to arrange for an engineer to do the 1st part of the installation. Once that had happened Talk Talk said that it would be live in a matter of days and that I should keep an eye on the router. Once the internet light goes green, it’s live! Well nothing happened, no green light etc.. Called Talk Talk again, this time they said it would be another month before the BT engineer could connect 2 cables outside the property to activate the internet connection. I simply couldn’t run a business this way, if I did I wouldn’t have any customers for very long. It’s bad enough that they are so slow and unwilling to resolve the issues but they don’t even communicate or keep you up to date. All in all it’s almost 2 months since I placed the order and I am still waiting for the internet to go live. I have at least 2 more weeks to wait. Terrible service and terrible communication. They aren’t up to the job of servicing businesses in my view. It would be annoying if this was my home connection but my business depends on it. If you give a delivery date business-to-business, you are expected to honour that obligation if you care about reputation. Perhaps they don’t….

So, given their abysmally low ratings and terrible reviews in the consumer market, please share with us why you chose TT to provide you with an essential business service?
Though to be fair this sounds mainly like an OR problem. TT have no control over OR schedules, they probably didn't know themselves of the delays.
Have you actually signed up for a business tariff?

orangetrader

yes, business contract. I very naively thought that given all the criticism the company has received, they would have got their act together by now! Part of me also thought that it’s an internet connection going into a building with an existing broadband user-base and so how can difficult can it be? Oh well, the benefit of hindsight.

macman

But from what you have said it's a new line install, regardless of what's already there? Normal OR lead time is 4-6 weeks.

orangetrader

I was quite happy with a lead in time of 4 to 6 weeks. My issue is that the lead-in time to go-live (scheduled for Nov 9) didn't happen. I wasn't even informed that it wasn't going live on that date and I have since been spending countless time phoning talk talk for updates and getting conflicting information. I am now being told that it won't go live until Dec 7th, that's 4 weeks after the lead-in time and that's assuming it happens then.

ex-dmp

IMO I'd back out of using TT Biz.

I have been on TT Biz for a number of years (an old F2S user and ended up on TT biz through the F2S customer base being sold on over time) and while I was on the BT network all was fine. However about 18 months ago I was moved onto TT kit at the local exchange and the service just fell apart after. Support would just push the blame for a problem onto your kit.

My main problem was my line kept losing sync at random times, but recently I have had big slow downs and loss of comms to their DNS.

So I requested my MAC about a week ago (their retentions dept didn't put up much a fight either) and gone to BT. However my activation onto BT failed yesterday!:(

JJ_Egan

Likewise with TT Business ex F2S .
CS took a month to reply constant dropped connections with two different routers ..
After F2S/Tiscali constantly offering a better deal for me to stay this time i just said no i want my MAC .
Paid more to join BE i was on £12 a month for unlimited with TT . Took a week to change from receiving MAC and no dropped connections since .

jje

orangetrader

just a quick update. Still not connected! Date has been pushed back due to a problem at the exchange. the 3rd time the date has been pushed back. No updates and unable to say when it will be up and running. Would urge others to think twice before using this company if your business relies on the connection.

orangetrader

this saga just keeps running. It has now been pushed back to Jan 4th but that is for a task to be completed and no guarantee that the service will go live then or at any date. The customer service is extremely bad. I have asked to speak to a manager to discuss these problems but am told there's no point and nobody is willing to speak to me. The best that I could do was get them to agree to ring me back. They said that a manager would call me in the next day or so on two occasions but have not done so. That was 10 days ago. This company is the worst that I have had the displeasure of dealing with. Never again.

bod1467

So why are you still keeping the order going? Sounds to me like you'd be better off cancelling and looking at someone like AAISP.