Very disappointed with TalkTalk

Studio1st

We are based in the West End (London) and decided to move from Virgin broadband to TalkTalk broadband as the service Virgin was providing was terrible. Now anyone how knows the West End, would know that we have every utility service.

Being sensible, we made a plan:

• April 2nd 2013 TalkTalk connects us.
• April 5th 2013 Virgin switches us off.

We explained to TalkTalk that we don't have a BT line; however, the majority of flats do, they assured us that that was not an issue.

• April 2nd came: TalkTalk sends the wrong technician around, he could not connect us. We called them (Philippines) and explained that the technician did not know that we didn't have a BT line. OK - new appointment made for 11th April.

• April 5th and Virgin switches us off - No internet.
• April 11th came: TalkTalk sends the wrong technician around, he could not connect us. We called them up (India) and explained that the technician did not know that we didn't have a BT line and re-explained what we needed. Feeling a little annoyed - new appointment made for 25th April.

• April 25th came: A repeat of the 11th, now I am getting angry, talked to TalkTalk India, Philippines then back to India ask to speak to someone in the UK - got sent to someone who could speak better English, but they are still in India, trying to convince me that they are in the UK; however, they didn’t know where in the UK; a new appointment book 3rd May. Also Tweeted, they responded back and did nothing apart from sending me an email.

• May 3rd - called them (India) to confirm booking and explain what was needed for this appointment, the customer service got confused and cancelled the appointment and moved it to May 14th. I told them that I didn’t want this changed, asked to speak to their supervisor - who told me that it's too late to change the appointment back as it was first come - first serve principle. (BUT I DID NOT ASK FOR MY APPOINTMENT TO BE CHANGED!).

• May 14th - Appointment has now been cancelled to 17th May which they sent via text message.

I think we have been very patient with TalkTalk and to be honest; I am getting to understand why some people consider them to have the worst customer support and service in the UK.

It has now been six weeks without internet and worse of all, as a freelance web designer - it's sort of important that I have a connection. Now I have to spend most my day in a cafe. Hmmm I wonder whether everyone else with their laptops are TalkTalk customers waiting for a service?

How could I ever recommend them to anyone?

Rather annoyingly - we paid for the whole year up front and have read that this money is very hard to get back, has anyone had the same issue?

I think it is important for us to explain what we are going through and hope that you have had better joy than us.

Buzby

Makes you realise you should have saved with Virgin?

Normally, getting the advance payment back is a non-starter, however since they cannot provide you with any type of service without a BT line installed, your contract has not been activated. BB over ADSL is a kludge, not many would give up cable BB to get this instead. IF you had BB issues, you get faults to fix it, or give you rebates until they do provide the advertised service.

If you call VM the may be prepared to give you a reasonable discount to return that may take some of the pain away....!

Studio1st

Thank you for the advice Buzby.

Our cable connection was terrible, and would spend hours a month on the phone to Virgin Media; however, I would rather spend a hours on the phone and have basic connection - than what TalkTalk has to offer.

Think I may have to bite the bullet and go back to Virgin.

penrhyn

Talk Talk don't have engineers, it would be BT Openreach who came round.

macman

I fail to comprehend how TT could tell you that not having a BT line was 'not an issue'? Obviously you can't have an ADSL service without a line provision-is there perhaps an old BT line that can be reconnected?
But I also fail to understand how (if your livelihood depends on a reliable broadband connection), you would sign up to a TT residential contract? It's cheap for a reason-the CS and TS are offshore and of poor quality.
Did you ask VM to actually send an engineer to check out your cable service on site? They do have engineers, unlike TT.
TT are totally at the mercy of OR when it comes to scheduling appointments.

Gordon_Hose

penrhyn wrote: »

Talk Talk don't have engineers, it would be BT Openreach who came round.

I expect they sent a Brightsparks "Engineer".

Chocolate teapot.

macman

'Brightsparks'+ 'engineer' is surely an oxymoron?

Gordon_Hose

macman wrote: »

'Brightsparks'+ 'engineer' is surely an oxymoron?

Indeed. Hence the inverted commas.

I don't like to associate the word "Engineer" with Sky fitters or Virgin Technicians either.

penrhyn

Indeed at the very least an engineer needs to be Canadian and speak with a dodgy Scottish accent.

Bazinga!

david39

Don't mess around on the phone with them - log into their web site and then onto their forum. Report the problem on there and someone at TT will get it sorted.
If they don't, keep plugging away on there - other TT customers read those forums so they have an incentive to get you sorted out.

TalkTalk

Hi Studio1st

Im sorry to hear of the issues you have experienced. Rather than speculate on possibilities we need to look into this in more depth.

Would it be possible to either join the TalkTalk Members Forum where we can provide full account support, or alternatively as youve already contacted us via Twitter if you use the Twitter contact form this will allow us to investigate. Both Twitter and the Members Forum are managed by the Online Community Department.

Regards

Mark
Online Community Department
TalkTalk