Talk Talk nightmare, so frustrating to deal with

Juzza12

I've only been dealing with Talk Talk for just over 2 weeks and even so am finding it incredibly frustrating and stressful.

I was having problems with broadband speed and it not working, connection timed out/sever not found. Talk Talk engineer comes out, stands there on his tablet pc for most of the time and tests a new router and micro filter. Then says the fault is chargeable £50. What he didn't bother to do was check the master socket and the test as he should have. Did I mention that the foreign customer service agent told me that the engineer would be free? That when I said 'so I won't have to pay anything at all?' he confirmed that was the case.

Next I notice noise on my line, and when plugging my router into the test socket the problems continue, even on a wired connection my speeds are poor, jump around when I run speed tests in quick succession and i'm still getting pages not loading. I'm told the problem has to be with the line. But no, I keep getting texts to say there is no fault on the line, we think it's your equipment etc. BT engineer comes and can't find noise on the line while here, well it was there Talk Talk heard it themselves. I even went and bought a new corded phone and when I checked that there was noise, I even rang my landline from 2 different phones and still had noise.

So I'm not sure if this next problem started the day the BT engineer came or if I only noticed it from then onwards. After he's gone the internet's still not working, when I look at the router the internet light is off, hadn't notice that happen before. Pickup the phone and there is no dial tone. I phone Talk Talk again, despite telling them about the light going off and the phone going dead they still insist that the problem is with my equipment and agree to send me a new router. So I wait for that and when it turns up my wired connection doubles but nowhere near the speed I'm told I should get (at that point 23mbps.) I run some speed tests that day and each time I did three, one straight after the other. The first set, all 3 tests were 12mbps, second set were within 1mbps of each other. Third test however went 13.11 then 18.17 and finally 11.44. Most customer service agents say there shouldn't be spikes/drops of that much in such a short space of time. A couple have said that's normal. During the phone call, guess what, the line goes dead and there are clicking noises, I look up and the internet light is off too. It happend twice the next day, once when I was on the phone to Talk Talk and then not long after when I was off the phone. Happened again very early hours of this morning.

So now another BT engineer is coming Monday and while he's here he may not catch the fault happening. The previous engineer is a bit baffled as to what's going on as all my lines/cabling up to the exchange is new, think my building is a year old now. But clearly there's a problem and clearly it's not with my equipment.

The internet problems are annoying, especially when I'm paying money for an online sports service I can't watch, but far more stressful is the difficulty in communicating with the foreign customer service team. They lie, don't listen, change their minds during conversations, I get given different answers to the same questions by different people, technical support can't even answer simple questions at times.

If you're still with me here I apologise for the long story, I just couldn't shorten it, plus I need to rant bnefore I go mad.

I could probably bore you again with another post just as long on the utter crap customer service have come out with, some of it left me a bit speechless.

gardner1

easy to say now but did you not read about talk talks reputation

Juzza12

Been with them 3 and a half years now and although I had problems with dropouts before, it all got sorted quickly and staff were pretty helpful.

When I first looked around before going with them I read both good and bad tbh and it was pretty much the same with other companies. I wish i'd come somewhere like here or seen Which?'s customer service results.

When I spoke to customer loyalty to get the new router, the woman had the cheek to tell me I could have a better one if I signed a new 18 month contract.

That's actually reminded me of something else. When I moved in February a new 12 month contract was started, only they're trying to tell me it's for 18 months.