6,340 Customer Reviews over 159 pages
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- Location
- Reviewing
- TalkTalk
- Date
- 2021-02-09
- Location
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- Location
- Chester
- Reviewing
- TalkTalk
- Date
- 2021-02-07
- Comments
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Not delivering 67 MPs as promised
- Location
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- Location
- Durham
- Reviewing
- TalkTalk
- Date
- 2021-02-07
- Comments
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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.
- Location
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- Location
- Boreham
- Reviewing
- TalkTalk
- Date
- 2021-02-05
- Comments
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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.
- Location
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- Location
- Huddersfield
- Reviewing
- TalkTalk
- Date
- 2021-02-05
- Location
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- Location
- Bristol
- Reviewing
- TalkTalk
- Date
- 2021-02-03
- Comments
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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.
- Location
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- Location
- Hampshire
- Reviewing
- TalkTalk
- Date
- 2021-02-02
- Location
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- Location
- Leeds
- Reviewing
- TalkTalk
- Date
- 2021-02-01
- Comments
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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.
- Location
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- Location
- pimlico
- Reviewing
- TalkTalk
- Date
- 2021-02-01
- Comments
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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 !!!!
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2021-02-01
- Comments
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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.
- Location
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- Location
- York
- Reviewing
- TalkTalk
- Date
- 2021-01-29
- Comments
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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
- Location
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- Location
- Durham
- Reviewing
- TalkTalk
- Date
- 2021-01-24
- Comments
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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.
- Location
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- Location
- Stoke on Trent
- Reviewing
- TalkTalk
- Date
- 2021-01-24
- Comments
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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
- Location
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- Location
- XX
- Reviewing
- TalkTalk
- Date
- 2021-01-23
- Location
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- Location
- Billericay
- Reviewing
- TalkTalk
- Date
- 2021-01-14
- Comments
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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!
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2021-01-12
- Comments
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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
- Location
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- Location
- Cornwall
- Reviewing
- TalkTalk
- Date
- 2021-01-08
- Comments
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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.
- Location
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- Location
- Leicester
- Reviewing
- TalkTalk
- Date
- 2021-01-07
- Comments
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I will suggest to avoid this company as much as possible.A company whose services I do not recommend to anyone.
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2021-01-05
- Comments
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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....
- Location
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- Location
- ILKLEY
- Reviewing
- TalkTalk
- Date
- 2020-12-31
- Comments
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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.
- Location
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- Location
- Hampshire
- Reviewing
- TalkTalk
- Date
- 2020-12-31
- Comments
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I have been trying for over a month to sort a problem with them. This must be the worst communication company to communicate with.
- Location
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- Location
- Worcester Park
- Reviewing
- TalkTalk
- Date
- 2020-12-31
- Comments
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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!
- Location
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- Location
- Belph
- Reviewing
- TalkTalk
- Date
- 2020-12-29
- Comments
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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!
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2020-12-28
- Comments
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Talktalk customer service is not helpful and not useful. I will not recommend them at all.
- Location
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- Location
- Harow
- Reviewing
- TalkTalk
- Date
- 2020-12-28
- Comments
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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!!!
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2020-12-24
- Comments
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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.
- Location
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- Location
- Edinburgh
- Reviewing
- TalkTalk
- Date
- 2020-12-22
- Comments
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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.
- Location
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- Location
- Kirkcaldy
- Reviewing
- TalkTalk
- Date
- 2020-12-20
- Comments
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Pathetic signal keeps dropping glad my contract end February
- Location
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- Location
- Wallsend
- Reviewing
- TalkTalk
- Date
- 2020-12-19
- Comments
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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
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2020-12-18
- Location
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- Location
- Wales
- Reviewing
- TalkTalk
- Date
- 2020-12-18
- Comments
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Utterly shocking service. Worst customer service team I've ever dealt with. Couldn't orginise a pi*s up in a brewery. An utter sh*t show
- Location
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- Location
- Wembley
- Reviewing
- TalkTalk
- Date
- 2020-12-16
- Comments
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Horrendous. Worst customer service I have EVER EVER experienced. AVOID AVOID AVOID!!!!! You can phone up all the times you want, be on hold for hours, speak to no end of people, email, fill in their online chats, and you will STILL get NOWHERE!!!!! It has now been 11 months since i submitted a change of ownership on the account and still hasn't gone through, and it never will. Now after even more wasted hours I am trying to cancel and of course they still want to charge an extortionate fee. I am now liable for it all despite trying to change the ownership 11 months ago! They promise and promise to look into it and call you back, they never ever do. You can raise complaints and it will do nothing. AN EMBARRASSMENT OF A SERVICE!!!!
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2020-12-14
- Comments
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Talk Talk have what I can only describe as appalling customer service. After being a customer for 8 years and zero issues with monthly payments, I was in the process of selling my property, without an exchange date the buyer jumped the gun and her provider notified talk talk they would be taking over - fast foward three months at exchange I ask talk talk if we can 'freeze' my account and move it to my new address (I was on a 2 year contract) the answer was no! I then had to pay £176 for, well, nothing! I couldnt risk bad credit rating buying a new house! My advice? avoid at all costs!
- Location
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- Location
- france
- Reviewing
- TalkTalk
- Date
- 2020-12-12
- Comments
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this is the worst broadband ever sky is a 100 times better than this. such a poor connection i am soo mad at me that i choosed to connect this broadband in my house. worst customer service ever
- Location
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- Location
- London
- Reviewing
- TalkTalk
- Date
- 2020-12-10
- Comments
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So I tried to cancel their broadband because I've moved. I've done this before with Sky, BT and Now TV who just cancelled it at my request straight away.
Then here comes TalkTalk. Called yesterday to cancel, told me their system was down so nothing could be put through. Rude customer service who barely understood anything and sounded like he just wanted to school me.
Changed to live chat today. First person kicked the ball down the line to Loyalty department. The guy in Loyalty department tried so hard to sell me new contract like his life depends on it. Not me, okay, how about your friends? your families? your landlord? the new tenants coming to my old place? (like I know them?) blahblahblah. Well how about my dog or the random screaming seagulls on my roof?
When he finally realised it's over by kicking the ball down to Retention Department. It took them another 20 minutes just to come back saying their system was still down and the only thing they can do is to arrange a call back when their system is back up??
Then it comes the 30 day notice period, never clearly stated when signing up but hiding in the middle of a 17-page long T&C. Never ever had such problems with any of my previous suppliers. Okay I'll give you this one. My bad for not treating your mighty company as a potential scammer and scrutinise every word you put out there and gave up when I had the chance.
Not to mention that their broadband was not great either and do bear with them if you found your internet down every other week
The way they try to retain customers is an absolute disgrace. Never ever again and I'll make sure my experience is shared with as many people as possible.
- Location
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- Location
- hackney
- Reviewing
- TalkTalk
- Date
- 2020-12-07
- Comments
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would like to give no stars .this is the worst broadband and home phone company i have ever dealt with .been with them for a month 1st 8 days no phone .a week later no broadband .now phone not working properly .stuck with them for 18 months .had engineer to my house for broadband . fault was in the exchange .they want another engineer to come to check the phone when he checked it 3 weeks ago .i think they need to pay you to have talktalk in your house .it will be worth paying up the 18 months left to get rid of this s--t
- Location
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- Location
- Watton
- Reviewing
- TalkTalk
- Date
- 2020-12-07
- Comments
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Attention!!
Talk talk it's fraud company, grab money for really bad connection. Guaranteed is 35 mb but in the test have only 10 mb. If you try contact with service, you never get answer. Engineer should be come in 2-3 days but this is never happen. For my Scammers! Better switch for different broadband company.
- Location
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- Location
- Pevensey
- Reviewing
- TalkTalk
- Date
- 2020-12-05
- Comments
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I signed up for the 60mb service and only got 27mb, not happy. Customer service: they seem to be trained to very carefully bounce you around until you get bored and give up without the problem being solved. The customer is always wrong.
- Location
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- Location
- Blackpool
- Reviewing
- TalkTalk
- Date
- 2020-12-02
- Comments
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Customer Service of Talk Talk is unbelieveably poor, after spending the past three days on the phone with them, each day I called and was told something completely different than the day before, they gave me 4 different prices for the same broadband package. I really felt they were trying to rip me off, I even started recording the calls. I have never experienced such unprofessional, untruthful customer service.
- Location
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- Location
- south wales
- Reviewing
- TalkTalk
- Date
- 2020-12-01
- Comments
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We have had intermittent problems and slower than guaranteed minimum speed (34mbs) for over a year. Despite many calls it has never been resolved. In Sept 2020 the speed dropped to around 15mbs and cut out multiple times daily. It has taken 2 talktalk engineer visits and over 20 calls (total logged call time of 17hrs) for them to finally send an openreach engineer who resolved it immediately. Customer service is terrible, having to repeat and go through the same explanation, checks etc every time, and being passed from person to person and being told they have done something that should resolve it.
Despite being told on 4 occasions I would get a refund under their speed guarantee - this has not happened and I have given up spending time trying to contact them to explain and request it.
To cap it all, then they charged £80 for their engineer visits (despite it only being resolved by openreach). After a further 3 calls (lasting approx 1.5hrs) it looks like it may be credited to my account soon.
I would recommend avoiding them on all aspects of their service. I will not be renewing my contract when it expires.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.