TalkTalk Customer Poll

Greywolf

FRP wrote: »

Talk Talk were a nightmare.
It was only after I contacted Plusnet they said that Talk talk had taken over my phone and broadband line illegally as they hadn't asked for the MAC code that would have been given to me by Plusnet when I wanted to leave them. Talk talk didn't even ask for my MAC code!
Shoddy service and they really need to improve their broadband service.:mad:

Ah yes, they did that with me too. And then wouldn't give me the MAC code to get transferred.

Bunch of shysters.

buxtonrabbitgreen

It was awful at first. Apart from talktalk losing the mac code i sent them, and me having to provide another, on this occasion e mailing it to them and phoning them with it, my phone was cut off from August to january. During this time I went to Australia and had to phone home on my mobile which was very expensive.
Every time i tried to phone them to explain that I had no phone it cost me about £10 from the phone box or my mobile.
Thier e mail is pants, so I don't use it, likewise thier modem.
Anyway it took 8 months but is now reliable and very cheap. I also have relatives and friends all over the world so the free calls are great, and the whole package is very cheap.
After all my phone moaning to them, they kept sending me texts to say they were dealing with my phone problem (which they were not) especially annoying when I was in Australia as they kept waking me up.

TOLETDUCKCLEANER

Because of the 'bulge' when it first went Live - I decided that changing to the BB system would be easier if I changed my phone initially and sort out the BB later. (I was getting a 'retention offer' from NTL so wasn't in too much of a hurry.)
I have to say - the the Phone changeover - and set up went extremely smoothly - except for the fact that the Manager at my local store - advised me that I could use the BB thru a data point provided by NTL - suffice to say - this was 'incorrect!', and £250.00 in compensation for Misselling - by CPW smoothed the wrinkles somewhat.
The phone service is excellent in fairness - never had a problem - and even though to talk to them is 0870 numbers - use a tt registered phone - and it's free. The Broadband however is a totally different matter. I requested it - and was sold a wireless router (mistake!!) for £25. To get this thing moving - I needed to talk to a call centre - somewhere where English isn't the first language!! - eventually - it turned out that I needed a wireless adapter - which I had been advised I wouldn't - more expense! The wireless router runs at an average of 1mbps - very poor conection - even though the router is only downstairs. I had to reformat my computer - a few days ago - 3 hrs I was on to the company TRYING to get someone who could help me. Eventualy rang up a friend who came and sorted it. -
My advice - Is a very good system when 'wired' - personally - if someone offers to flog a router at half price - tell them to shove it - the tech guys at this company charge £40 - and the customer service desk won't help you once you get the router working wired - which sort of negates the whole idea of wireless!

9lancer

I have been with Talk Talk since the outset and have had no problems. I can only get 1.7 Mb but that is because I live well away from the exchange. What with calling friends in America for free I dont see how anyone can complain.

MarkyMarkD

FRP wrote: »

It was only after I contacted Plusnet they said that Talk talk had taken over my phone and broadband line illegally as they hadn't asked for the MAC code that would have been given to me by Plusnet when I wanted to leave them. Talk talk didn't even ask for my MAC code!
Shoddy service and they really need to improve their broadband service.:mad:

This honestly sounds like sour grapes from your ex-supplier. Asking or not asking for a MAC code has nothing to do with legality. As far as I understand it, all the MAC code does is authorise the new supplier to get your old supplier's marker removed from the line and the line transferred to them for broadband purposes.

I would suggest that if you are getting unbundled (LLU) by TalkTalk, they don't need an MAC because the old BT line no longer exists - they aren't transferring the broadband service on that BT line to them, they are starting a new broadband service on your new TalkTalk LLU line.

TalkTalk didn't ask us for a MAC either and it didn't cause us any problems.

baldbazza

It took a staggering 7 days short of a year to get my broadband working. TalkTalk's asian and South African call centres were worse than useless; they absolutely never read or listened to what they were being told but always fobbed me off with inappropriate stock answers. That's when there wasn't a sudden, mysterious line fault and the line went dead... They always took days or more to respond to emails and 15 minutes or more (which of course they charge for) to answer the phone, and then an incredibly long time to 'diagnose' the problem (i.e. run through a script) - the longest was 30 minutes for a very simple, but slow and laborious, check of my modem status.

However, once I had created my web site at www.mytalktalkhell.co.uk, everything magically changed. The TalkTalk High Level Complaints team contacted me. They are based in the UK, actually listen to what they're being told and quickly managed to fix the problem (which was with BT, as I had tried to tell their customer 'support' 9 months earlier). They always phoned back when promised, made sure I was completely satisfied, and made a fair compensation settlement. Even better, once it had been resolved it has been pretty reliable and is now at last giving me everything that I was promised 18 long months ago.

Moral - however you do it, get the High Level Complaints team involved. I can't tell you exactly how to do that I'm afraid - calls to the team were always picked up by the voice mail system, I guess to screen calls. E-mails to Charles Dunstone or the CPW complaints team certainly didn't work; they just generated more inappropriate stock answers. As a previous poster mentioned, TalkTalk's assumption is always that your kit is faulty.

Good luck to all those still struggling. Don't give up - persistence WILL pay off! Just don't forget that Carphone Warehouse hates bad publicity... Of course, if anyone wants to buy my www.mytalktalkhell.co.uk domain, it might work for you as well ;-)

Lizalu

We ordered BB on 13th March, didn't receive modem until end of May and weren't connected until July. We had a couple of issues installing modem, rang CS who said "not my problem - you have instructions". We were promised £20 refund for the delay by one guy which was never given, and we were charged three times for one modem: this still hasn't been resolved.

I wouldn't recommend them to anyone, can't get a word of sense out of Customer Services at all.

acharlesworth1991

I have tried three times with very polite customer service people at TT to get them to bill us for the service since they stopped billing in February but all without success. Our fear is that we will be cut off one day from what we think is an excellent deal. So this isn't a tip on how not to pay because they and us don't know why we are not connected according to their records and why all their attempts at reconnection are subsequently aborted.

busabus

When I first joined TalkTalk it was great, cheaper, faster access, couldn't complain. See my glowing post last time MSE did this poll.

Then they LLUed me and I've had months and months of problems with days going by with no internet, crackly phone line, or just no dial tone at all. It's partly my fault it's gone on so long because I haven't jump up and down every time it happened, but then I've never had such a persitant problem from a supplier that knows there is an issue. (Maybe Three Valleys Water, but that's a different thread) I'm ashamed to say even ntl was better than this...

Customer service is still really bad, it takes so long to get through to anyone, and there's no ownership of issues so you constantly have to repeat yourself and go through all the trouble shooting steps which is just the last thing I want to do when I've just got home from a long day at work. Last time I phoned them I said I was leaving unless it was sorted out. They sounded like they would bend over backwards to get it sorted, until I got put on hold for half an hour before I gave up. And don't even bother emailing them, I've done it several times and not once received a reply! It's the best way to give them clear and accurate details of what's going wrong, so their choice of ignorance should be enough cause to dump them.

Still... I do appreciate what TT have done to the BB market, it's a totally different beast now with all kinds of good offers. And my call charges are non-existant, it certainly has been a money saver - and that's what we're all here for! But I'm afraid to say as soon as I'm out of my contract I'm out of there - too many lonely nights without my internet!

tiamaria

We were initially with TT for our phone and another supplier for the broadband, Recently gone to TT3, don't see why they had to alter the phone service though, even the ringtone has changed? worst of all, we can't hear callers now, most of the time we can make calls but a few times we can't. At present our calls are being transferred to a mobile number while they are looking into it, I tried ringing them a few times but I can't understand them and I doubt they understand me either, I use email now where I can make myself understood and I got a call back from an american sounding guy who spoke good english "yay"

Oh - and everytime we use the phone the Internet crashes


other than that............................