TalkTalk Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for TalkTalk.

Recent Customer Ratings for TalkTalk

  • Satisfaction
    2.7 stars
  • Customer Service
    2.7 stars
  • Speed
    2.6 stars
  • Reliability
    2.7 stars

Based on 1855 customer ratings since 2021-08-07 (Show all time ratings)

Visit TalkTalk   Read our TalkTalk buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

6,585 Customer Reviews over 165 pages

  • Reviewer
    Location
    Eccles
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rubbish had problems with talk talk since day 1 i am paying for line rental that I don't even use an the broadband is disconnected .
    Great!!
  • Reviewer
    Location
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Talktalk’s inadequate, unprofessional ability to manage and maintain clients’ details securely. Specifically those belonging to myself. They have breached the codes and practice of the Data Protection Act and have allowed, through your own published acceptance that this occurred in October 2015. Let me remind you of the data they have given to online scammers.

    1. My Date of birth
    2. My Talktalk phone number
    3. My Talktalk account number
    4. My Talktalk direct debit bank details
    5. My full name
    6. My home address
    7. Details of past contacts regarding my broardband

    All of which breach my right, as protected, by the Data Protection Act.

    Still waiting for the Support CEO to reply to my letter so that I can report the to OFCOM

    Please ditch the provider and save yourself time, effort, money and your own data security.
  • Reviewer
    Location
    Warrenpoint
    Reviewing
    TalkTalk
    Date
    Comments
    Couldn't be worse. Internet constantly breaking. Customer service basically doesn't exist. They make a mess of everything then charge you for their mistakes. Avoid like the plague
  • Reviewer
    Location
    Cardiff
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL, do not go with Talk Talk! I can not believe how bad they are, they didn't turn on our account and insisted there was a fault even though 3 engineers came to the house and each said there was none. They forced us to wait 28 days to let them fix the fault and when they still did not fix it it was a battle to leave without a cancellation fee. Currently battling to have fees returned to me for services that we were not provided with. Continuously bounced from department to department, technical support are abysmal, I was online to them for 4 hours on one occasion alone, apx 12 hours in total - not including time spent talking to Customer Service and the Retention team. Do yourself a favour and pay the extra £3/month for a proper company
  • Reviewer
    Location
    London
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    THE worst broadband company. The speed is pathetically slow, painfully slow. Can barely watch a video and can’t send any files. It even takes a few minutes to send online messages. I tried to call them to cancel but their security questions are so pathetic. I can’t access my own account. I provided them with the address which they CURRENTLY provide broadband and landline to and they say they cannot find it on there system.
  • Reviewer
    Location
    Kent
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Talk talk is truly an awful company to go with. Have had no internet for over a month now and still have no resolution. Called customer service to cancel my services and woman just assured me the problem was being dealt with and I should just be patient and would not cancel for me. Getting fed up of being robbed off when I'm paying over £50 a month for nothing!
  • Reviewer
    Location
    London
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolute rubbish. Constant internet drop out every day but never made a problem for them about it even though it annoyed me and I didnt see any point paying it. Lost internet connection a week ago and still dont have anything (I only use internet no broadband) talk talk were unable to fix it so now i have to pay for a month that i didnt even use! Was just told that I have to move in 10 days so went to cancel my internet and they tried to make me for 2 months plus early cancellation fee. Had a massive go about everything. I'm not paying 2 months when I'm not able to use it. Ended up getting it knocked down to only one month but still not good enough these people just want your money! I only agreed to pay one month bcoz I was so sick of arguing with them and they dont even listen to you. It took me 3 hours to cancel my damn internet. First 30 minutes I was calling their cancellation team and they didnt speak (as if they were hoping this would stop me from canceling) I will never ever use talk talk again and I will advise everyone I know to never ever use talk talk. Honestly just pay the extra for something else. Dont ever go to talk talk. I wish they were shut down. Their service and their staff are just absolutely s***
  • Reviewer
    Location
    McHale
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I’m in absolute shock at how poorly their services are, getting TalkTalk has been the biggest billing mistake of my life, they are obscenely inefficient & incapable. The helpline is abysmal as well, nobody can even speak English.
  • Reviewer
    Location
    CHELTENHAM
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    the router would cut out every few hours and not reconnect. you have to be there to reset it making it useless for hive home thermostat. Then the router stopped completely. customer service pass you from one person to the next each time you have to give details and explain all over again. i spent an hour with 4 different people then they hung up. so bad i emailed a new company and they switched for me to save the hassle
  • Reviewer
    Location
    Croydon
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible service from day one. Very polite but awful customer service. Have to ring multiple times to register problem. It's been 9 days and broadband still not working....was told by customer service they can take up to 28 days to fix!
    I finished contract early because of how rubbish it is.i was willing to pay early disconnected for this. I'm now with Virgin and very happy! Never sign up to talk talk....it really isnt worth it.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible internet provider & will never use Talk Talk again.

    Decided to give them a go due to a cheaper tv package which included sports compared to other providers. Won’t again though!

    At start of contract it wasn’t too bad but as time progressed the internet was so intermittent and more off than on. Took me a life time to get in touch with customer services who said they won’t replace the router as it’s the latest one.

    If you do decide to switch to Talk Talk, you’ll pay for a service that you don’t actually get! AVOID AVOID AVOID!!!
  • Reviewer
    Location
    BIRMINGHAM
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    OK i called them at 7.30pm they close at 8pm. so each time i called it connected you can hear the mugs in the back. then they put me on mute. lazy tossers can be bothered to take a call. well im definitely leaving them. im not bothered about speeds but this took the piss
  • Reviewer
    Location
    Birmingham
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very Bad customer care service.this is what happens when you don't look after your call center which are running from India.I am trying to get my refund of £114 pound for the line rental which was paid upfront when I placed the order last year.My biggest mistake to choose for TalkTalk over sky.I am still chasing this call centre guys from India-Talk Talk to get my refund.it's been one year since I made payment online by card and my payment gone missing but my Bank advised me that Payment was made.I don't know it's been 1 yr and I am still sending fax for for getting my refund.these call centres are pathetic the service manager was talking to me like he is king from India and doen't care if my £100 pounds gone missing.there is no courtesy by customer service manager to feel the pain I am going through.he was even not telling his name name properly but I got this first name right,he tells me it's Viraj Subb so please be aware of TALK TALK.Stay clear from this company.it's worst.
  • Reviewer
    Location
    Newcastle
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    These people are not even worth 1 star. I have their fibre broadband. Safe to say after less than 6 months of having a brand new router fitted, its conked up. It has a mind of its own. It drops in and out as it pleases. I work from home and internet is a constant requirement. Despite explaining this to them, they gave me an appointment 5 days away. When I said look this wont work and I need an engineer to come around earlier, I just got given standard answers "I understand but I cant do anything". Well if they understood, they would do something about it? Apparently the demand for engineeers in my area is too high. Well, then they need to hire more engineers??? They refused to reimburse costs of using mobile data as well. They said we will readjust your bill to be less by £5!. A week of mobile data costs 4 times that!! The manager was the same and they did not do anything for me! I will be going back to virgin at the end of this stupid contract!
  • Reviewer
    Location
    Glasgow
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    Avoid them like plague. Tried to cancel my broadband after having the contract expired over a year ago, and I was moving too. First I was 30 mins into the call - they were not happy that I don't wish to pay an extra month for them. As I don't use the service anymore I do not wish to pay. Other big names do not charge you if you don't use their services anymore and it is reasonable.
    Well not for them. After getting put on hold for the fourth time I hung up - time is money. I could charge them for not making cancellation easy and wasting my time. I called again after realising that the first call wasn't enough, my account is still active while I clearly expressed that I want to cancel in the first call.
    So I called again and the only way I could cancel was if I agree with their policy otherwise I can not cancel. I tried to ask for the deletion of all my personal data which I have the right to (data protection act 2005) and I got that refused. I think that's illegal and I am already seeking help from my lawyer. That's corporate scam. I find it utterly disgusting that they are just money centered and making everything harder with their hidden fees. They asked me for every equipment (router cables etc...) they have provided or otherwise they also charge me with £50. Now the router contains information about the computers you connect and if I can not even trust Talktalk with a simple out of date contract cancellation how could I trust them with sensitive data from my computer. Not deleting my personal data is illegal it should never be taken into terms.
    Their only reason was that that they can't cut of the internet which is a lie - during the pandemic when I couldn't pay they cut it off straight away. Lies lies. Talktalk is simply out there to take your money and put you into a contract you wish you never signed. Not customer friendly at all.
  • Reviewer
    Location
    Croydon
    Reviewing
    TalkTalk
    Date
    Comments
    TalkTalk.. waste of time and money
    TalkTalk connection undoubtedly the worst service one would ever encounter in entire world. I would not recommend TalkTalk. When I took a new connection, I was told that there would be interruptions in network connection for the first 10 days. After 10 days, there would be normal connection with the speed upto 18Mbps (Highest estimated speed 18.3 and lowest estimated speed 12.3). But every day, we are experiencing some or the other problem with the network. Once we called the customer care, they could find nothing, and said there could be some ongoing maintenance work (without prior information to customers about it??). But I guess since last 2 months, they are doing the same maintenance work and yet not able to correct it. My observation is that whenever I start video call or any videos online, immediately it gets disconnected. I don't understand why I am paying them the money for 'Unlimited Plan' when I am not able to get uninterrupted connection for a single day. I request all the viewers, Please Please Please... Don't do the same mistake like me. There are so many different services in the market. TalkTalk is waste of money and time too (as with this connection every second day of your life will be wasted on the call with TalkTalk customer care call center).
  • Reviewer
    Location
    Birmingham
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Disgusted and appalled with this company!
    Disgraceful customer service. Promised I would be online by 23rd April 2019, Still not connected by the 27th April 2019. Two engineers sent to fix issue with the line without success. Phoned customer service to cancel the contract and was told they will charge 99 pounds cancellation fee. Stay away from TalkTalk. Absolute disgrace of a company.
  • Reviewer
    Location
    Stockport
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They don't even warrant the one star. I have had no Broadband for 6 weeks and have been to every team there is made complaints have incident numbers etc nothing has been fixed and Talk Talk are saying I cannot cancel - they seem to forget that NOT providing a Service is actually contravening the Terms and Conditions of the Contract. The whole service is shockingly bad
  • Reviewer
    Location
    Sm4
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    More than a month I have been trying to solve speed issue still not solved. Don't go with them, my warning
  • Reviewer
    Location
    Sheffield
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Same as many others. Appalling customer care. Finally left and gone back to Sky, but had one hell of a battle over some £250 they say I owe for early cancellation of contract. I also have letters from them saying I owe nothing extra as the haven't solved my fast connection problems in 28 days (actually I've had this problem with them for over 5 months!!) Current speed regularily less than 10Mbs and frequently 2/3.

    An appalling company that I wouldn't give the time of day for, and advising friends and colleagues likewise.

    One star for the four ratings is one too many for all four.
  • Reviewer
    Location
    West Midlands
    Reviewing
    TalkTalk
    Date
    Comments
    I left Talk Talk after just 4 days, when they blocked my phone no. after trying to report a problem. Thereafter, they agreed to talk to me 'but not about the problem.' Since; six-weeks of threats and runaround, demands for amounts of money which they appear to have plucked out of the air and cannot substantiate when I ring them.
    They are obstructive and evasive, and, in at least ten contacts, including three letters to UK addresses, have not produced a final bill for the two-weeks before I moved to Sky, who, incidentally, have been excellent.
    Talk Talk - 'abandon hope ye who enter here.'
  • Reviewer
    Location
    Tranent
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My broadband speed is never faster than 1.8Mb and for a while it was as low as 0.1Mb which was as good as useless. I spent 2 days on the phone with the technicians and in the end I had to insist that they escalate my problem. I never heard back from them and 4 days later my speed suddenly recovered. I'm not sure that changing suppliers would do any good. They would be using the same telephone lines etc.
  • Reviewer
    Location
    W.Mids
    Reviewing
    TalkTalk
    Date
    Comments
    I left Talk Talk after just 4 days, when they blocked my phone number after trying to report a problem. Thereafter, they agreed to talk to me 'but not about the problem.' Since; six-weeks of threats and runaround, demands for amounts of money they appear to have plucked out of the air and cannot substantiate when I ring them.
    They are obstructive and evasive, and, in at least ten contacts, include three letters to UK addresses, have not produced a final bill for the two-weeks before I moved to Sky, who, incidentally, have been excellent.
    Talk Talk - 'abandon hope ye who enter here.'
  • Reviewer
    Location
    Torbay
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We decided to switch from Virgin Media to TalkTalk due to slow speed and increasing charges with their broadband. Unfortunately TalkTalk, having promised higher speeds, access to i player etc is actually slower and the you view box does not work? The customer service has been very poor in trying to improve the situation. What next?
  • Reviewer
    Location
    Cockermouth
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      5 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just started contract with Talk Talk Faster Fibre yesterday and so far very disappointed.I would rename it TalkTalk Slow as a Snail.
    Connection to Google or Facebook etc regularly takes 1.5 minutes then states offline or other message before connecting.
  • Reviewer
    Location
    Glasgow
    Reviewing
    TalkTalk
    Date
    Comments
    Stay away. My net has been down for 6 days and everyday on the phone they tell me it will be fixed today. The customer service is total half-assed clowns. Needless to say my custom is going elsewhere. Good riddance.
  • Reviewer
    Location
    Stratford upon avon
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    From the day I switched from Sky to Talk Talk, my connection has been very poor and constantly intermittent. I made numerous calls to rectify the issue and was told if an engineer finds a fault then I will be charged. Today I spoke to an tech who said their was nothing wrong with my equipment and the fault was with Talk Talk because they'd set the signal too high?! So it's taken 12 months to find this out... utter rubbish. Finally my 12 months are up and I've cancelled it. I shall never use this service again - be warned.
  • Reviewer
    Location
    swinton
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    If you like online gaming, don't get talktalk or you will have a life of LAG
  • Reviewer
    Location
    Leeds
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      4 stars
    Comments
    Keep away from TalkTalk. I paid up front for 12 months line rental, only for them to put the price up 2 months later so that I only received 11 months coverage. Moving house halfway through a 12 month contract resulted in them starting me on a new *18* month contract! I'm stuck with them until September and missing out on a BT Broadband deal that I wanted to take. Customer service is polite and patronizing. Instead of giving you the information you ask for, they keep saying things like "I'm here to help" and "thank you for your patience". Each time I've phoned them, I've been dragged along for over 1 hour and in some cases had to end the call without resolution because I have a real job, not a TalkTalk customer service job!

    Technically, the broadband works okay. But the customer service is slow, patronizing and impossible to get any useful information from. Combined with their contract scams, I would advise avoiding TalkTalk like the plague.
  • Reviewer
    Location
    Manchester
    Reviewing
    TalkTalk
    Date
    Comments
    customer service very poor,I receive regular calls from scammers
  • Reviewer
    Location
    Manchester
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking.disgusted disgrace.awfull.took me .45 minutes just to write that.with your slow broadband.one bit of rain and its on Off on Off on Off
  • Reviewer
    Location
    Devon
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Don't touch TalkTalk. First they 'slammed' me when I moved house (pinched my line and number without asking or telling me), then when I tried to leave they stung me with a £236 "contract breakage fee". It took me weeks and dozens of phone calls to South Africa to break this impasse. Their people tell you they will sort it out but they don't. Their billing is difficult to understand and impossible to change once it's there online. After 5 weeks my new provider took over my line & broadband and, after considerable stress & worry, I finally got TalkTalk to refund my "contract breakage fee" that should never have been applied. They have never apologised and I will NEVER consider joining them ever again.
  • Reviewer
    Location
    cardiff
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    this is the most shocking services i have ever had from broadband company i had 2 appotment with the engineers so i booked of work using my holidays and no show or text/email/phone so what a waste of my holidays and there still trying to charge me for my old address when i moved £200 but yet i was told on the phone i was still in the cool down period so no charge. i got a second broadband serice Virgin Media and tbh much better customer service and broadband if i was you before you think of signing a contract with talk talk rethink and have a look at all diffrent reviews from diffrent website and you will see my point why one option is better than the other.

    many thanks alan :)
  • Reviewer
    Location
    Coventry
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    works okay for the first 5-10minutes then keeps freezing.
  • Reviewer
    Location
    Sheffield
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    After 9 years service, the last 5 months have been horrendous, bad line, slow speed, missed engineer appointments and unable to contact via E Mail, phone or chat, their mottos are Trying to get better and Because value matters are a joke, stay well clear
  • Reviewer
    Location
    bideford
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    slow wifi,wifi box stops,freezes,have to switch off and turn on again.contract runs out soon ,never using talk talk again.awfull costomer service.
  • Reviewer
    Location
    LEEDS
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      5 stars
    Comments
    If you're looking for a cheap mobile deal, do NOT go with talk talk. Their coverage is practically useless. Where I work, I have to walk around the building looking for a spot where I can make calls (I work in Huddersfield). When I visit head office, I have zero coverage all day, no matter where I am. I have to wait until I'm 2 miles on to the motorway before I get any signal. And then it's intermittent.
    I'd hate to think what would happen if I needed to make an emergency call! Someone could die by the time I got a signal.
    Oh... and their broadband deal! I paid up front for 12 month subscription. And now they increased the price so I only get 11 months for my payment! Anyone know who I should complain to?
  • Reviewer
    Location
    dorset
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This company is the biggest load of crap out. I have had endless problems with their email and now they have deleted one of my email accounts without warning and refuse to do anything about it. It is going to the ombudsman this weekend.

    DO NOT USE THIS COMPANY !!!!!
  • Reviewer
    Location
    Leeds
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I was without service for 7 weeks in september 16. Ever since the problem was `resolved` I have been unable to watch streamed services like netflix for freezing and buffering so instead I use the dongle from amazon firestick, Its perfect and not even a hard connection like talk talks. Despite the stress and so many countless phone calls I got an insulting compensation offered. I am stuck awaiting the contract to expire so I can change as unbelievably they wont release me from it. BE WARNED all hunky dory whilst things are ok but if you get a fault..watch out!you may finish up like us and the so called customer service call centre is shockingly poor.
  • Reviewer
    Location
    Scarborough
    Reviewing
    TalkTalk
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Let me tell you a story. Are you sitting comfortably? Then I shall begin.

    I moved to North Yorkshire for work in April, leaving my wife and family up in Newcastle (too far to commute and other work commitments. Moved into a flat and decided that broadband was required as mobile data wasn't cutting it. I finally got around to getting what I thought was a reasonable deal (one off installation charges don't float my boat as it is often just a case of switching the line on). So I contacted TalkTalk online and lo and behold, my broadband was all set to go on 13th July (last Friday).

    I received one text message on 9th July saying "Good news! There is no need for an engineer appointment and your service will be up and running by the 13th"

    I then got another text (same day) saying I would now need an engineer, and that an appointement was made for the afternoon of 13th July. Now, I had already arranged that when I set the account up, but no they sent these two totally conflicting texts. So I called them to verify the situation. I may as well have been talking to a sea-cucumber. Eventually theys said the engineer would be there at the designated time. So I booked the afternoon off (between 12 and 5 pm they quoted) and on the appointed day, I waited for the engineer to arrive.

    The equipment came through the post and I plugged it in (correctly, I may add. My degree in digital forensics and network engineering came in handy for something) sure enough, power to unit and Wi-Fi working, no internet as yet as it wasn't due to be switched on until the 13th.

    So I sat in and waited. Just to check I contacted TalkTalk and was directed to their "technical help" text service. It was decided that the service was all switched on and good to go (oh! by the way, I received an e-mail to this effect at 0213Hrs on Friday 13th).

    5pm came and no engineer and I am still on the text. The "techy" on the other end then "ran some checks", then asked me to identify the master phone socket type. This I did. He then asked me to try another ADSL filter. I attached the spare (I'd already tried this) so I did. No joy. He then asked me to unscrew the faceplate from the socket. Who am I? Mr Scott? "She cannae tek it Cap'n".

    So I unscrewed the faceplate. He then asked me to plug into the test socket so I did that. No joy. By this time I had been on the text for 6 HOURS, and in the end the only thing he could recommend was another engineer appointment with Brightspark?

    At this point I had lost the will to live and agreed to another appointment, this time between 0700 and 0900 today (17th July).

    So with no internet, and the router being as much use as a bull with mammaries I accepted nothing could be done until this morning.

    I sat I the flat this morning (having taken another 2 hours off work) and waited for the "Brightspark" engineer to arrive. Guess what? He didn't show up. I contacted TalkTalk tech help and got nowhere apart from being on hold while she checked with the engineers to see where they were. In a blind rage I asked to speak to a manager and she duly obliged. On came the manager who told me that the engineer was stuck on another job. Now, TalkTalk are quite happy to charge 30 quid if you miss an appointment, so I informed him (after another 5 minute hold) that I wanted to cancel my account.

    He passed me onto their "loyalty" department who guided me through the process of cancellation. I then asked to speak to a customer services manager as I wanted compensation for the "inconvenience" they have caused me (7 hours pay plus phone calls). After all they missed TWO appointments.

    The account has been cancelled and after almost four weeks of waiting, I have ended up with the square root of Sweet Fanny Addams. Back to square one and looking for a reliable company to get me some communications.

    TalkTalk? You should be done under the trade descriptions act. NO service whatsoever, only ONE number to contact them on and then you get shoved into a far-eastern sweat shop call centre. Thanks for bugger all. Oh, and by the way, the compensation? The loss of earnings and the phone bill is just the beginning.

    I may as well have connected two bean tins together with string. Crap service, crap assistance, crap company. Steer clear of these jokers.

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