Alternative to horrible Talk Talk!

Elan

Talk Talk

Has anyone else experienced their horrific customer service?
I've been with them since the Tiscali switch over days and even then they were horrid.

I've tried to leave them several times but can't afford any other plans and so just end up miserably making my way back to them again. I actually don't mind paying (a little) more if I can just avoid the stress, they randomly take money out, compulsively lie, they quadrupled my last bill because I didn't phone them back to let them know I made a payment--despite no letter/call/e-mail/website information/or agent telling me I needed to do so (why do I need to call you to let you know I paid you anyway?), they compulsively lie, smuggle in random charges, they compulsively lie. Every month there's something new.

It's good broadband, it's cheap, unlimited and fairly fast, and I get at that price they need to make the money up, but I'm quite frankly fed of them, they know they can treat their customers this way-- because why would anyone be on talk talk if they could afford something better.

Can anyone offer any similar alternatives (cheap/unlimited/fairly fast) but with better customer service. (not EE--when I was in the shop trying to switch to them--most of the customers complained about the customer service and when I was on the phone switching--they managed to beat talk talk in how truly bad they was)---back to talk talk I ran, again (sighs).

I wouldn't mind just having broadband, is there anyway to get broadband without line rental? -I don't even use the phone.

Cornucopia

I'm with Talktalk, and find them okay. As you say, excellent VFM. I pay £13.50pm for unlimited fibre BB, which I think is unbeatable.

I've heard similar horror stories with all of the main companies. BT is certainly no better, from personal experience. One tip with TT is to ditch the frontline call centre rep ASAP, and talk to a supervisor - their grasp of English and customer service is much better.

I don't believe there is a readily available BB-only service, unless you want (slower) mobile BB.

If you want a better compromise between price & service, I would suggest PlusNet.

Cue a PlusNet horror story...

macman

You can't have any ADSL broadband service without paying line rental. However you could switch to TT's Simply Broadband service, which is broadband only-no inclusive calls component.
https://sales.talktalk.co.uk/product/broadband/simplybb
The reason these services are so cheap is because the CS is dire-you get what you pay for.

Jemma-T

I've been with TT and they can be complete nightmare. I think every change to my account takes 3 or 4 calls to fix (faults can ne 6+ calls) -and it's not easy when the people you're speaking to don't really understand (ie they're not UK based),

Alas, we see the same horror stories with every provider and as you say TT do great deals continously.

They always solve the problems but my heart sinks when I know I have to phone: be patient, keep VERY good notes and be polite.

in_the_Cotswolds

I've been with TT when they first introduced broadband as part of the Carphone Warehouse and I've had no problem.

The reason I don't want to leave is changing my email address, I really don't want the hassle.

macman

What hassle? Setting up a Gmail address takes 5 minutes, then a group cc to your email contacts, and finally change the email address in any online accounts.
Maybe an hours work, and then your address is ISP-independent forever.

hop3y

Plusnet have been excellent with me.

TalkTalk

Hi Elan,

Im sorry to hear you've had troubles with CS with us.

If you register on the TalkTalk Community we are more than happy to handle any queries you may have.

Cheers

Mark
Online Community Department
TalkTalk

onomatopoeia99

Elan wrote: »

I wouldn't mind just having broadband, is there anyway to get broadband without line rental? -I don't even use the phone.

Yes. buy a 3G data SIM and use your mobile phone (or a router that will take a SIM) as an internet gateway.

If you want fixed line broadband you need a fixed line. If you have a fixed line you have to rent it from someone - the line rental doesn't cover the ability to make calls, it covers the share of the maintenance of the network. TalkTalk have to rent the line from BT wholesale on your behalf, wholesale line rental is about £9, which is approximately the same as the cost of maintaining the network (I used to have references for all the OFCOM figures on this once upon a time).

VM do a broadband only deal, but if you look at the prices of phone only, broadband only and then phone + broadband you end up seeing they stick their own similar charge onto the "broadband only" offering.

Elan

Jemma-T, that is precisely what I have to go through, I am patient, polite, take notes and ask lots of questions, I feel like I'm prepping for an exam every time I have to call Talk Talk, I would echo what Cornucopia said, if you're able to be that patient then you're better off just talking to the supervisor/manager, that's pretty much what I do, and he understands me just fine, which is why I blame it on the service and not the language barrier. Echoing what macman said, you get what you pay for. Friends always ask me about changing provider because of the price and I always suggest Talk Talk but now I know why they never change, I'm always complaining and they've seen me on the phone dealing with this nonsense, never again am I telling them to switch, Talk Talk must think people don't have lives or troubles of their own, I'll see if I can better deal for my mum elsewhere while I'm at it.

Thanks chop3y and Cornucopia, I'm going to start looking at plus net, wish me luck.

@onomatopoeia99
Is there a difference between sim internet and fixed internet, is the sim internet more unreliable?

Cornucopia

Elan wrote: »

Is there a difference between sim internet and fixed internet, is the sim internet more unreliable?

They are two completely different technologies.

Your existing Talktalk (or Plusnet, BT, Sky) BB is delivered using the phone network (either through copper or fibre optic cables).

"SIM" BB or Mobile BB is delivered over the mobile phone network and is subject to the reception issues that you see with calls/data on mobile devices. The advantage of it is that you can receive data without paying line rental. You'd need a standalone mobile data hotspot/dongle or a smart phone capable of sharing its data connection with other devices.

Mobile will typically be slower than landline BB, and it tends to be more expensive per GB (though this is offset by line rental if you do not use much).

Here's 3's take on it... http://www.three.co.uk/store/Mobile_Broadband?tab=Tablet+SIMs