TalkTalk Broadband Reviews

They don't reply to texts, emails or letters. You wait 40 minutes on hold before speaking to an Indian who can't understand what you want. The worst company in the world!!!!!

• Speed
  4 stars
• Reliability
  4 stars

Appalling service, appalling company. Booked the day off work to install broadband. No one came. Had to book another appointment days later. No one came. Customer service was outstandingly bad I am still without broadband with no compensation or reassurance the service I'm paying for will ever be installed. I was told I couldn't speak to management and that they apparently couldn't even send an email. Never been involved with a company that is so incompetent.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Appaling people never use them. Left property a year ago. cancelled the account. told to leave line 'open' for next customer. then continue to charge me as the new owner cant set up an account due to lock down. numerous complaints made, which they refuse to acknowledge as they got my name wrong on the account. now tryin to argue that as I left the account open they are entitled to charge me up till now even though I sold the property and moved out 13 months ago, cancelled by phone within 20 days (as very difficult to contact them) , raised complaints at 5o days and continued to complain to the current day

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

THE WORST!!

We signed up for talk talk and got absolutely no internet. We called so many times and each call takes at least 2 hours being passed on to so many different departments and no-one knows what the situation is.
Eventually we spoke to someone who was actually bit helpful and she agreed to cancel our contract early and issue us a refund (which we never received)

2 months after I thought I would never have to speak to anyone at talk talk again I receive an email THREATENING TO SEND DEBT COLLECTORS AND PUT OUR NAME ON A CREDIT FILE!
Now we are trying to get this bill cancelled as we don't owe them money. We never received a service. We have lost money by using them.
No-one is helping us!
DO NOT USE TALK TALK!!! RUN RUN RUN!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Totally appalling no phone connection only once in weeks .Internet connection always very intermittent .

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Not good, I will finish my being with Talktalk in June and I will be looking for another provider.
I ended up with them trying to steal £30 from me for "my not being in for a service engineer" ...a long story but they were wrong and after my telling them that my cctv camera did not record any engineer visit...they refunded my £30 charge....without an apology. I spent hours talking with them and spent more hours searching my cctv footage so that I could prove my point.I am disgusted with them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Very por speds customer service nearly one existent ifI have Ipad on wife can’t go on her phone considering buying ot of the contract it’s that frustrating

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I signed up to TalkTalk on 15th December, to go live on 16th Feb. As of the 15th I still hadn't received my router or a tracking number for Yodel to check it's status, so I contacted live chat for an update.

They told me that my router was on it's way and could arrive up to 6pm on the 16th.

It's now the 16th, so I got back on to live chat to follow up as nothing received yet. After 30 minutes on a chat I'm then told, and I quote:

"Thank you for staying on the chat looking into the account the order was set to be live on the 16-02-2021.However there was a external delay on the line at the cabinet exchange.I have checked the order and it's delay with line plant record team and I have escalated to the team and please check back on 18/02/21 the order will be progressed and once the order will will than dispatch the router and book an new engineer appointment."

In short, they can't even tell me when my service will go live till the 18th when they may or may not send me my router!

DD cancelled as of tonight so they can't take any money and writing this while on live chat to their cancellations dept (retentions) who are taking so long to reply to each message that I have time to do so!

Worst service ever.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talk Talk has been horrible it is so slow and has made me sulking for so long.Plus they are always making excuse.

I HATE YOU

The end

The biggest scam I could imagine.
They took my money even after I changed supplier. They mislead me on the finishing date of contract so now I have to pay extra for those days. Had problems one after another with broadband and router. They couldn't fix any of them. If I somehow got the guaranteed speed off it lasted for maybe few minutes a week. Had tons off problems while contacting them. Never got a proper answer on any off my questions and it's quite hard to contract them. Even I you managed to do so the previous talks or chats like they never existed so I had to go over and over again through the same thing just to deal with one problem just to get another one and had to start all over again

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Been with talk talk for about 4 years ever since early 2020 the internet has been disgusting I test my connection speed the fastest I've ever had is 3.2mbs this is horrific 45 pound a month for nothing and they also charged me 35 pound for a SIM card I don't even own just tried ringing them ive been on the phone for over an hour and haven't talked to anyone yet sort your self's out

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Well...no surprise here!! I received an email with my bill, however to my surprise TalkTalk have charged me “advance charges of £38.00”. So I have phoned them to discuss why, where this has come from, and all I have been told is that they can’t remove the charges as they have already been put on so I will need to pay it for them to pay me back?!!! Disgusting provider, disgusting customer service, I will be going to the papers about this shocking provider!! AVOID AT ALL COSTS!!

Not delivering 67 MPs as promised

• Satisfaction
  3 stars
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  1 star

Probably the worst broadband provider I've used in almost 20 years. I'm suppose to be getting upto 67 mbps but never had over 30 in the 3 months I've been with them usually only around the 19-23 maps most of the time. A total waste of time ringing them as there call centre is is South African based and although they English speaking still very hard to understand and never get anything done about the low speeds. Best to just let the contract run till the end and go back to BT.

• Satisfaction
  2 stars
• Speed
  3 stars
• Reliability
  3 stars

I have been with Talk Talk for 13 months now, and apart from the odd disconnection which was normally resolved by a restart of the router, did not have anything to complain about with the download speed and internet service.

HOWEVER, skip to Sunday 10th January the internet went down, and it has not come back since at the time of this review. That is when everything unravelled. This is where you learn the money you save is on customer service and reliability.

I have wasted hours of my life attempting to contact Talk Talk to find out what was going on. It started with a twitter representative saying the issue would be fixed within 72 hours. This then turned in to the next representative telling me that actually 72 hours is the minimum time it takes to get fixed. This then developed into approximately 15 phone calls, twitter contact, the chat function (when on the odd occasion is available on their website) being told that an Openreach engineer has been booked in for tomorrow, contact Talk Talk the day after, and repeat.

Now I will say that they have informed me Openreach are the ones to fix it, which is why it can be perfectly reasonable for Talk Talk not to be blamed, if only for the fact that Talk Talk have lied to me on several occasions on when it will be fixed, cannot confirm when it will be fixed, what the problem is, nor a timeframe of when anything can be expected.

Ultimately the problem is two fold. 1. I have no idea whether the information they provide to me is true or whether it is a lie, or even whether anyone is doing anything about it. 2. Talk Talk clearly doesn't want to do anything past the absolute minimum to help get my internet back up.

In addition to these problems, I made a formal complaint in light of the above. I was told a manager would contact me the next day - this did not happen and I had to chase this up. They then did book in a time for me to be spoken to, only to provide no further information or no further level of care. I was then told they would book in a further call two days later to update me on the situation (text received to confirm this) only for halfway through the allotted time a text to simply change the date of call to two days later, and then no call to be found then either. When I complained about this to Talk Talk, they said they had try to call. I had no missed call and no voicemail so LIES!!

I am now switching to a different service as unfortunately I feel I have no other avenue to go down. This is a long review but please take note, because when it goes wrong nobody seems to give a damn.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  1 star

I am disgusted at still trying to be a customer. In the last two days I was suppose to have an engineer to sort my internet line out first time I got told the engineer missed his appointment with open reach I phone up again I get promised they will sort the situation out and they will book me an appointment the next day something goes wrong with the wire, the wire is damaged and they will phone me back tomorrow all I am gonna say is talk talk people cant do a simple thing right. Who cares that open reach is achually the only provider for you, it's on your head when the idoits mess up cause I didnt choose open reach I think you need to step up and take action for your failure as a company. Further more you cant keep me updated I have to phone you to sort the problem not oh quick heads up an issue has occured no you dont do that you make me wait past 6pm to tell me you guys messed up 48 hours and still cant get the internet on useful and what a disgrace as a company you should be ashamed of your self. I SHOULD OF KEPT WITH NOW T.V EVEN THO THEY HAVE SLOW INTERNET THEY ACHUALLY GAVE ME INTERNET, YOUR LUCKY MY AREA COULDNT GET VIRGIN MEDIA

Absolutely appalling service with nearly daily drop outs. Tried to end contract a few months early due to this, and moving house, was promised a call back, never received one and they have sent my account to collections, month by month. Yes that's right, they are trying to open a new collection for every monthly payment they think I owe.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely Disgusting! I phoned up to explain I needed an extension on my bill of £22.15, as I haven’t been paid yet. To which I was put on hold countless amount of times, had one advisor hang up on me, and the manager/supervisor told me they can’t lift the bar until payment has been made. I explained I have a daughter at home who now can’t do her online learning due to Covid. I really didn’t think £22.15 would be that much of an issue for a week. AVOID!! they do not want to help you in any way, shape, or form. Needless to say direct debit has been cancelled and I will be phoning for a new provider.

Without question the worst customer service experience I have ever encountered. The internet worked well in the 24 hours we had it, but ten days later we have now left TalkTalk due to the sheer ineptitude of their customer service and their inability to fix an issue they themselves caused which left us with no service. Best avoided.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  1 star

we moved into a new property and was told that we cannot not receive fibre. they offered us fast broadband but the speed was just too slow. i called them up and i was on the phone for 4 HOURS and transferred to about 7 different people!!!having to explain the situation again to each person. at the end they hung up my call without proceeding the cancelation ( was told i can cancel for free) i didnt get a phone call back and called back again and was 16th in queue!
DO NOT GET TALK TALK ! customer service is absolutely appalling !! and the speed is just too slow !!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Honestly had such a nightmare with TalkTalk. My internet worked well enough, about 3 hours a day, every third day. They sent an engineer out twice fairly quickly, but it was still awful - so cancelled (19 days in) within their cooling off period. They are now disputing this and trying to charge me £167.31 for the privilege of disconnecting + the cost of the router if i don't return it.

I switched to Sky and for £4 extra a month i haven't had a single problem so far.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  2 stars
• Reliability
  1 star

DO NOT TOUCH WITH A BARGE POLE !! I recently moved to Talktalk and am deeply regretting it. Installation guy was 3.5 hours late and when he left the phone was not working and half the TV channels are missing. Today is my 3rd attempt to contact the service centre. On the 1st 2 attempts I hung up after 15 mins. So far today I have been on hold for 22mins. Going back to Virgin Media asap

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talk Talk are rubbish 2nd time around, internet constantly drops, very frustrating, take your money for service they can't supply, then when you contact customer service they tell you it's your end although it's not, they never accept responsibility for anything, blately lie, send you round in circles, customer service agents know nothing about the system constantly reading of scripts.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

they are just as bad when they were TISCALI. THE THREAT IS CALL FOR ENGINEER AND YOU END UP PAYING FOR SERVICE REPAIRS WHEN YOU KNOW IT NOT YOUR FAULT? your speed gets slowly worse, despite their statement they are improving local service

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  2 stars

TalkTalk is the worst service in the world. Their broadband is constantly not working and the customer service is the worst I have ever met. They also won't cancel your contract if you want to. Our internet service is not working for the last 2 months, they were unable to fix it and now they don't want to cancel it. STAY AWAY!

Hi. I am SO pissed off! I will give a bad review on talktalk wherever possible! Your staff are completely unprofessional and clearly do not understand the processes well enough to deliver successful customer service!
I applied for a home move, now im not moving home anymore. I contacted talktalk and had the home move cancelled which i was told was successfully cancelled. I specifically told the woman that i DO NOT WANT MY INTERNET GOING OFF AT MY CURRENT ADDRESS because i am working from home and have children trying to access homeschooling! Yesterday my internet was disconnected regardless but my landline was still working. I contacted talktalk AGAIN and after nearly an hour of needlessly having to check the router etc i was told an engineer would have to replace my router, which i informed the woman AGAIN that it's not a physical problem with my router but a technical problem with my connectivity! She then transferred my call to someone else who finally explained that i had the "move" cancelled but not the "disconnection" which i understand now. I asked her to reconnect my Internet and she said it should be connected within 24hrs. Its now been over 24hrs and my landline is now disconnected!!!! I contacted talktalk once again, to which the lady now says my ENTIRE ACCOUNT has been deactivated! MY ENTIRE ******* ACCOUNT!! Now they have to come collect my landline and reissue an entire new everything! This is SO unacceptable and frustrating!! No one at talktalk knows what the hell is going on! Is there anyone anywhere on your staff list that could possibly tell me how to put my internet back on, please!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Box arrived in time, setup was easy, but after 3 weeks, my internet COMPLETELY stopped working.

I called TalkTalk customer service, after an hour on the phone, they sent an engineer who was not able to fix it.

After 2 more subsequent engineer visits, and after 4 hours and 37 minutes of phone calls where they "tried everything we can" following the same exact script each time, my internet still didn't work.

I then asked for a call back from a manager, which was promised within 48 hours. 11 days later I received a call from a "less than friendly" manager claiming I could NOT cancel my broadband without paying £150 cancellation fee (even though I was less than 2 months into my contract and my broadband didn't work for over 3 weeks).

Absolutely terrible service, terrible customer service and obviously a company that just wants to make money and doesn't care at all about the service it is providing.

Not be fooled by the prices. Go with someone more reliable and that cares about their customers.

In summary, I spent almost 5 hours on the phone with them, had 3 engineers visit and was threatened with a £150 cancellation fee even though I had NO internet.

AVOID AVOID AVOID

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

TalkTalk customer service is unable to resolve customer issues.

Our internet was due to go live on 18th. The OpenReach team couldn't activate the line on that day, and TalkTalk then failed to reorganize an appointment.

Subsequently:

— We had 3 cancelled engineer appointments, none of which TalkTalk alerted us to;
— We issued 2 call-back customer complaint requests, to which TalkTalk never responded.

We even had our complaint escalated to CEO level.

As per TalkTalk's complaints process, the CEO department commits to respond to CEO complaints within 5 working days.

It's been 10 working days, we haven't heard a thing (we only get to speak to them if we call them and wait on hold for at least 45 minutes a time).

To make matters worse, TalkTalk cancelled our account without contacting us first, which cancelled a pending engineer visit.

The company then charged us £50 for a service we did not have access to — and they now say they cannot issue a refund until 10 days have passed.

What's perhaps the most infuriating aspect is that TalkTalk only based its sales agents in the UK (despite being a UK & IRE company).

The second you need actual support, you will have to speak to agents located in South Africa, the Philippines, or elsewhere, so it's no wonder there's so much inefficiency and breakdown in the whole customer service process.

If you use TalkTalk and never need support, they're fine (we had an old connection, we never had an issue, all was good).

If ever you need customer support to help you, please help yourself by finding a new broadband provider.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I will suggest to avoid this company as much as possible.A company whose services I do not recommend to anyone.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Literally refuses to let you cancel...

I have moved to a new location and want to use another provider, called Talktalk to sort this out. After being tranferred to literally 3 departments trying to convince me to stay, they finally said they would cancel my account and sent me a bag to recycle my router. This was in Nov.

In Jan, still receiving bills, I contacted them again, and had to go through the same stupid process of speaking to 3 teams to convince me not to cancel EVEN THOUGH THEY SAID THEY ALREADY PROCESSED MY CANCELLATION AND I RETURNED MY ROUTER.

LITERALLY HOURS OF WASTED TIME.

HORRIBLE....

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Appalling service.. no internet over christmas thro THEIR fault not ours. Could not use smart tv or any internet sites. Most miserable time ever. Poor communication. No sense of urgency.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I have been trying for over a month to sort a problem with them. This must be the worst communication company to communicate with.

• Satisfaction
  1 star
• Customer Service
  1 star

Alex just installed our wifi today, he was so lovely and considerate! Couldn’t recommend him as an engineer enough, I hope he gets lots of lovely feedback!

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  4 stars

Shocking company cannot talk to a human being in this country. Sent email to their CEO, I received a standard letter. Need to get away from TalkTalk & Walk Walk!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talktalk customer service is not helpful and not useful. I will not recommend them at all.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Charged unfairly £144!
I had a broadband and landline contract with with Talk Talk and because lately the internet connection was dropping very often I had to call customer service to cancel however they persuaded me to take on another contract "fibre contract" that apparently would work better and that I would have another 20 days cooling off etc.
Because the internet had same issues I decided to cancel the contract being assure over the phone by Talk Talk that there won't be an early exit fee etc.
However after another month I received a bill with £144 early exit fee!
After calling again the costumer service they said it's the fault of new provider, Virgin Media, because they did not switch within "cooling off" therefore Talk Talk considered the cancellation on disconnection day and not the actual phone call requesting the cancellation.
Stay away from Talk Talk!!!

• Speed
  2 stars
• Reliability
  2 stars

Everything about TalkTalk is terrible. They have the worst possible customer service. They consistently fail to deliver on the things they promise. They consistently mess up bills. Their broadband speed is hopeless and despite hours with customer service never gets fixed nor any monies credited despite a so call "guarantee" on their speed (which falls well below their guaranteed level even according to their own statistics on my account portal). Do not get duped by their promises. They will fail to deliver time and time again.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The internet is really slow and when you call them about it they just suggest an upgrade. They wanted me to open up a speed check webpage which I couldnt even open cause the internet was being so slow that day and they tell me to wait until I can do a speed check. What the h*ll?

I also took over ownership of another contract and when I did so the contract restarded for 12 months, which is not what I wanted. I tries to solve this and they needed me to contact the previous owner who had moved and for them to call and solve the problem for me. After 5 months imagine being asked to do that! Such a terrible service, they make mistakes and then ask for you to chase people and information around to solve their problems! Its a massive scam.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Pathetic signal keeps dropping glad my contract end February

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

got fibre broadband speeds meant to be 35 get 28 29 constant buffering.spoke 2 times to tt online chat.excuses excuses.30 days monitoring my internet well over.the usual faults implied its in ur home. i suggest emailing the new ceo.as i got fed up few yr ago i got in touch with dido harding prob sorted in a wk.the prob was not my home.shocking service

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star