Sky or TalkTalk?

andydxgame

I've been a talktalk internet customer for nearly a year and as long as you're never required to contact their customer service....you should be fine! Here's my story.

While living at my previous address I had the full TalkTalk package of phone and Fibre Optic broadband (TalkTalk plus). I was in the process of moving to a new address and wanted to keep my TalkTalk plus Fibre Optic and phone package, I'd already done a check on my new property to see if I could receive Fibre Optic which confirmed to me that I could.
I contacted TalkTalk customer service and everything seemed to be pretty straight forward except I was told that I COULD NOT receive Fibre Optic in my new address, despite telling the adviser that I had already done a check which confirmed to me that I could receive it. He advised me to downgrade to normal broadband and to wait until we moved into the property to make 100% that we could receive Fibre.

After moving in to my new address I did a Fibre Optic check which again confirmed to me that I could receive it. Although now I don't really see why waiting until I'd moved into my new address would have made any difference since the Fibre Optic check is online....
Regardless, I called TalkTalk within the first week and explained what had happened and told them I wanted to upgrade back to Fibre Optic. This all went through pretty smoothly....until I checked my bill a week later. To my disbelief I had been billed a £89.76 'Fibre Optic Boost Commitment Breakage Fee' - I was never told of any such fee, and the fact that I didn't want to downgrade simply move the service to another address was even more ridiculous. After 2 phone calls I apparently had the money refunded but as I didn't feel confident I felt I had to phone up again the day before my bill was due to confirm this. I was then told I would receive the money back as 'credit' which I did not agree to or was not informed of. Since TalkTalk where quick enough to take the £89.76 I see no reason why I shouldn't have the funds refunded back to me immediately.

My total bill for this month was £96.43 which is absurd.

To be fair the actual technology or the internet is great. I've never had any problem with connection and i receive speeds of around 35Meg with a max of 40Meg. This is what I mean when I say 'as long as you're never required to contact their customer service'

This is just one example, talktalk customer service is famous for being diabolical (Google it)
I hope this helps you in your decision making. Why not Plus Net? I think I would definitely give them a try just to have the 'privilege' of speaking to a call center based in England!

oldagetraveller

Whatever was "free" or not, I cancelled my order with TT. A lucky escape I think!
Having found it necessary to contact their so called CS a couple of times (e.g. firstly the package in the Welcome Pack is totally different to that I agreed to, b/b full price for 12 months, no mention of the half price promotion) I found out for myself they really are truly diabolical as above post says. Differing answers from different reps and downright lies too. Whether "lies" is a bit harsh I'm not sure but rather a lack of knowledge about their products with nothing on the script relating to the issue being queried.
I'm just glad I was able to experience this myself before the "go live" date. Plusnet here I come, if only for a U.K. based call centre and Yorkshire persons!

blisteringblue

oldagetraveller wrote: »

e.g. firstly the package in the Welcome Pack is totally different to that I agreed to, b/b full price for 12 months, no mention of the half price promotion)

Mine is the same as this but I was advised on another forum to not ring up but to use the TalkTalk members forum to ask questions as they are quite on the ball.

Low and behold another member had already asked this question and the reply was:

"Any welcome documentation gives the full standard price for the services you have signed up to. You will receive the discounted rate once your account goes live."

I also have my initial order e-mail quoting the £3.25 price and that it is unlimited broadband. Should cover it I hope.

Can't seem to find an unlimited Plusnet broadband service which puts me off there. But at the price and with unlimited BB I'm happy to give TalkTalk a go. I don't intend to speak to them on the phone

oldagetraveller

"I don't intend to speak to them on the phone "
Very wise decision. Although an e-mail "CS" query receives a quick response, the answers given bear no relation to the questions asked!
My "go live" date was today so I had to make the decision prior to that. I too saw that reply today.
I don't really need "unlimited" but Plusnet gave me a good deal for their 60Gb broadband/'phone package as a long time Madasafish customer.

ktothema

The plusnet 60gb allowance is only during 8am to midnight, then it's unlimited. If you're clever with your downloading it's not an issue. I have a small child so tend to get my downloading done between 6 and 8 am. I also really like that you can limit your account online so that if you hit 60gb you can't have more and not get a nasty bill (I believe this is more customisable than go over or not got over btw).

blisteringblue

Almost tempted to cancel and try Plusnet instead if you get an "unlimited" window. I'm moving from Sky LLU and Plusnet is the only non-BT service (I know they are part of BT family) that I can keep my number. TalkTalk is a new line (free installation) with a new number.

My only hassle is I paid upfront for the line rental to get it for equiv £9.50 a month so would have to jump through their hoops to get it back.

Plus $ky say it can take 10 working days after your line cancels before the Broadband clears to allow a new service. Just don't fancy that which is why the new free line seemed a no brainer.

daniel081

You really encounter a terrible thing before i am also a victim and i can imagine why it is happen,well it is a good thing that you are getting up.

ktothema

blisteringblue wrote: »

Almost tempted to cancel and try Plusnet instead if you get an "unlimited" window. I'm moving from Sky LLU and Plusnet is the only non-BT service (I know they are part of BT family) that I can keep my number. TalkTalk is a new line (free installation) with a new number.

My only hassle is I paid upfront for the line rental to get it for equiv £9.50 a month so would have to jump through their hoops to get it back.

Plus $ky say it can take 10 working days after your line cancels before the Broadband clears to allow a new service. Just don't fancy that which is why the new free line seemed a no brainer.

I have discovered to my own detriment that sky aren't honest with these things. The number shouldn't be an issue unless it didn't originate from the BT network. We have issues as sky shut our services down long before they were requested so our number reverted back to virgin, which were still battling to get back. Also sky refused our line takeover when they shouldn't have too, so there was a slight delay in that. But plusnet came in when they said and our broadband was activated the same day. We had the usual warning of could be 48hrs or worse case a week warning, but like I say it was on the same day. When you're line switches on, I'd suggest calling them to check as they often hit the broadband activation then.

Plusnet had a few issues recently broadband wise, but I've found them very upfront about all of them and other than these our service has been very good.

oldagetraveller

"My only hassle is I paid upfront for the line rental to get it for equiv £9.50 a month so would have to jump through their hoops to get it back."

Actually I don't think it's too bad for that. Someone I know cancelled and they were sent a cheque for the £114 within a couple of days. I don't know if they can refund to the payment card or not?
When I cancelled I was told a cheque will be sent within ten days.

blisteringblue

oldagetraveller wrote: »

Actually I don't think it's too bad for that. Someone I know cancelled and they were sent a cheque for the £114 within a couple of days. I don't know if they can refund to the payment card or not?
When I cancelled I was told a cheque will be sent within ten days.

Right you've talked me into it LOL !! I've rung and cancelled the order. Plusnet here we come

I think I've made a lucky escape, cancelling was easy enough, would get it in writing in due course, she then transferred me to billing would would process the refund. Great I thought. 25 mins later they still could not confirm I had cancelled so would not process the refund. Could I call back tomorrow once their systems had updated! Hmmm OK, we shall see then. I will do just that.

I really didn't want to speak to them but alas I had to :rotfl: