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Few months ago I decided to get broadband in my new apartment, I selected TalkTalk anyway. I wanted to change my engineers date because I couldn't be in that day. But when I called, the customer service was so appalling that I just said you know what just cancel everything. Which they eventually did after various phonecalls and them hanging up on me various times and giving me some deals. Either way I managed to leave no problems after that.
I just think if they are really bad before you are even a full customer then when your already locked with them they must be awful!
I approached Talk Talk (“TT”) on 23 December 2010 and placed an order for their Essentials package. I received two computer generated letters dated 24 and 29 December one being a welcome letter and the second being a “we’re working on your order” type letter.
I phoned TT on the 4 January for progress as I’d not received the router and was advised that it was en route etc.
I phoned on the 5 January since I’d re-thought my situation and decided to cancel the package but to order their phone service only. I was advised that the order had been cancelled by TT on the 23 December but no explanation was provided. It took about three advisers to inform me that TT had cancelled the order, but no one explained why. I said I’d not received notification, but they allege a letter dated 23 December was posted to me, but I’ve never received such a letter. I asked for a copy which was allegedly ordered on the 5 January but to date the duplicate (alleged) letter of the 23 December has not been received either.
I did receive another letter dated 14 January being another “we’re working on your order” type letter! How incompetent is TT? Evidently, they are USELESS and INCOMPETENT.
I asked why the order had been cancelled by TT and one adviser said that I didn’t have a BT line (lie; I was originally with USELSSS BT but changed provider so it is a USELESS BT line) whilst another adviser said the account wasn’t in mind name (lie; I live alone).
What really irritates me, is that unless I had phoned on the 5 January and been advised of TT having taken it upon themselves to cancel the order, my landline would have been disconnected from my existing provider on the 15 January. Had disconnection taken place (a) I’d have lost my existing landline number (b) I’d have to have paid for a reconnection fee of circa £75.
I now realise that TT are just that, talk, with no action. I thought USELESS BT had the monopoly on being so USELESS but apparently not as Talk Talk are equally USELESS.
I emailed the customer service department, but their trained to be patronising, ignore the customer’s issue and merely referred me to place an order wtih their sales team. TT’s customer service team are USELESS. It’s so frustrating, infuriating and immensely irritating to be treated as if I don’t care; I can feel my BP rising now as I type this!
I wonder if the customer service is so appalling for it results in USELESS TT paying low wages to their customer service team, who in turn treat callers with absolute disdain? What a pity that employers don’t realise the connection between decent pay and productivity, even in these times.
Talk Talk are USELESS and I shall never ever approach or recommend them.
Horrendous customer service during broadband fault. I was without a broadband service for 29 days recently. This lack of service had considerable impact on my family (e.g. children's homework). However, my complaint is not restricted to the time taken to resolve the fault, it is probably more about the quite appalling level of customer service provided by TalkTalk in this period. This caused immense frustration to myself, not to mention the many hours of my time and the cost of the many tens of minutes on the phone to TalkTalk customer support (otherwise, I am sure it would have taken even longer to resolve).
1. TalkTalk routinely fail to make contact even in their generous 48 hour turn around times and no explanation is given when I call them. TalkTalk failed to call me back on 24 occasions (this includes the occasions that I was ‘cut off’). On a number of occasions, when I made contact after waiting 48 hours with no update, the 48 hour clock is 'reset'. I had to phone TalkTalk on 30 occasions, average call length 15 to 20 mins.
2. The call centre agents’ approach and attitude is poor and their integrity needs to be questioned. I noted numerous examples of 'fobbing the customer off'; conflicting statements, not only from one agent to the next, but agents change the message during a single call. Based on the frequency of conflicting advice received, a less charitable person might be inclined to say they don't always tell the truth. Also, the number of times I was ‘cut off’ increased dramatically towards the end of the 29 days – as I increasingly requested escalation to management.
3. From my frequent contact I am sure there were a number 48 hour periods passed when not only was I not updated as promised, but no progress had been made.
4. There is effectively no means of escalation within the customer support organisation – you just will not get to communicate with someone in authority, whether by phone or email. A more accurate description would be that a customer wishing to escalate an issue with TalkTalk staff performance resolving a fault, the organisation is absolutely impenetrable.
feel my pain
Broaband complaint. In March of this year Pipex/TalkTalk went througha pricing restructure. I was currently paying approx £6.99 and my costs were to go up to just over £7. In April I received a bill for £14.99. Upon calling talkTalk I was advised that they could no longer offer the original offer and everyone must be charged £14.99. I spoke to various people in talktalk throughout April and finally requested a MAC code to transfer to another ISP. I provided the code to Sky Broadband mid-end of May and was activated with them around the 7th June. In that time, talktalk had been charging me £14.99 a month to which I had never agreed to but I paid this in May as they took it upon themselves to pass the balance to a debt recovery agency which was for approx £68 after any charges.
In July I received a bill from pipex/talktalk for another £14.99? I called them on the 6/7 and they initiated an investigation to see when I left them and my service started with Sky. 7/7 I was called by Credit Control dept and threatened with debt recovery action. I told them to look at the account details about the investigation. The a/c was then put on hold so no more action and the £14.99 was to be waived . Credit control dept conf no further action to be taken and I just had to wait for final bill of zero which will confirm my a/c was closed. No calls or letters from talktalk so I called them on the 20/07 and a/c was still showing as active! They checked records and investigation confirmed that I had been with Sky since the start of June. A/c now being closed and balance waived.
19/08 I was sent a bill for £114.62! I was on holiday so called them on 28/08 and explained everything again. The £14.99 hadn’t been waived and they had now added a cancellation fee of £99.x as I had apparently entered a new contract. I explained that at NO point did I agree to any contract and at no point during any other phone calls was a cancelation fee mentioned as I was simply within my right to cancel as I was out of contract and had been for some time. a/c is showing closed with said balance so a John Fxxxxxxx from customer services raised a request – ref xxxx - for the FULL amount of £114.62 to be waived as I am not liable for those charges. Advised I should receive letter within next 5 days.
31/08 – called the Finance dept (credit control) to have them confirm that they can see that the full amount is being waived. They confirmed they could see the note and asked me to be PATIENT!
02/09 – received a LETTER BEFORE ACTION dated 31/08, so they were going to pass to debt recovery unless I paid the full amount. Called Finance dept and was put through to an /c specialist. I had to explain te whole thing over and over again. The specialist (Meeha) stated that yes the cancellation fee would be waived but I had to pay the July bill (£14.99) as the Pipex services were only closed at the end of July. I explained that this had already been investigated and confirmed that I was with Sky via a MAC code since the start of June so was not with Pipex/talktalk. Had to explain that a/c was finally and only closed because I kept chasing it! I stated it was irrelevant as to when the closed the a/c as I was not sing any pipex/talktalk services since the start of June and they have already confirmed this with one investigation. So ai m not liable for any further payments. She confirmed that the full amount is down to be waived after she checked the account in further details – the notes from the 28/08. She also confirmed twice that the balance would NOT be passed to any debt recovery agency. I would now get final notification and bill of £0 within 20 days. You feel my pain and the stress I have gone through managing what appears to be an incompetent and disorganized workforce.
Talk Talk disconnected my phone line without any warnings.
After they realised that my payments had been paid on time, they continued to spam me with letters stating my bills was overdue.
Then I switched phone provider and not only did Talk Talk continue to mail me about fictional overdue charges but they also continue to phone and mail me with trash sales after my contract has been terminated on my behalf !
I am furious they still use my contact details to spam sales at me
Talk Talk has unbelievable costumer sales service tbh
Therefor, I have made a youtube video ("Talk Talk Warning") Please rate or comment to warn people about Talk Talk
Hmm T-shirts would be good too ...Headline: Let's not Talk Talk :)
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
I just think if they are really bad before you are even a full customer then when your already locked with them they must be awful!
I phoned TT on the 4 January for progress as I’d not received the router and was advised that it was en route etc.
I phoned on the 5 January since I’d re-thought my situation and decided to cancel the package but to order their phone service only. I was advised that the order had been cancelled by TT on the 23 December but no explanation was provided. It took about three advisers to inform me that TT had cancelled the order, but no one explained why. I said I’d not received notification, but they allege a letter dated 23 December was posted to me, but I’ve never received such a letter. I asked for a copy which was allegedly ordered on the 5 January but to date the duplicate (alleged) letter of the 23 December has not been received either.
I did receive another letter dated 14 January being another “we’re working on your order” type letter! How incompetent is TT? Evidently, they are USELESS and INCOMPETENT.
I asked why the order had been cancelled by TT and one adviser said that I didn’t have a BT line (lie; I was originally with USELSSS BT but changed provider so it is a USELESS BT line) whilst another adviser said the account wasn’t in mind name (lie; I live alone).
What really irritates me, is that unless I had phoned on the 5 January and been advised of TT having taken it upon themselves to cancel the order, my landline would have been disconnected from my existing provider on the 15 January. Had disconnection taken place (a) I’d have lost my existing landline number (b) I’d have to have paid for a reconnection fee of circa £75.
I now realise that TT are just that, talk, with no action. I thought USELESS BT had the monopoly on being so USELESS but apparently not as Talk Talk are equally USELESS.
I emailed the customer service department, but their trained to be patronising, ignore the customer’s issue and merely referred me to place an order wtih their sales team. TT’s customer service team are USELESS. It’s so frustrating, infuriating and immensely irritating to be treated as if I don’t care; I can feel my BP rising now as I type this!
I wonder if the customer service is so appalling for it results in USELESS TT paying low wages to their customer service team, who in turn treat callers with absolute disdain? What a pity that employers don’t realise the connection between decent pay and productivity, even in these times.
Talk Talk are USELESS and I shall never ever approach or recommend them.
1. TalkTalk routinely fail to make contact even in their generous 48 hour turn around times and no explanation is given when I call them. TalkTalk failed to call me back on 24 occasions (this includes the occasions that I was ‘cut off’). On a number of occasions, when I made contact after waiting 48 hours with no update, the 48 hour clock is 'reset'. I had to phone TalkTalk on 30 occasions, average call length 15 to 20 mins.
2. The call centre agents’ approach and attitude is poor and their integrity needs to be questioned. I noted numerous examples of 'fobbing the customer off'; conflicting statements, not only from one agent to the next, but agents change the message during a single call. Based on the frequency of conflicting advice received, a less charitable person might be inclined to say they don't always tell the truth. Also, the number of times I was ‘cut off’ increased dramatically towards the end of the 29 days – as I increasingly requested escalation to management.
3. From my frequent contact I am sure there were a number 48 hour periods passed when not only was I not updated as promised, but no progress had been made.
4. There is effectively no means of escalation within the customer support organisation – you just will not get to communicate with someone in authority, whether by phone or email. A more accurate description would be that a customer wishing to escalate an issue with TalkTalk staff performance resolving a fault, the organisation is absolutely impenetrable.
Broaband complaint. In March of this year Pipex/TalkTalk went througha pricing restructure. I was currently paying approx £6.99 and my costs were to go up to just over £7. In April I received a bill for £14.99. Upon calling talkTalk I was advised that they could no longer offer the original offer and everyone must be charged £14.99. I spoke to various people in talktalk throughout April and finally requested a MAC code to transfer to another ISP. I provided the code to Sky Broadband mid-end of May and was activated with them around the 7th June. In that time, talktalk had been charging me £14.99 a month to which I had never agreed to but I paid this in May as they took it upon themselves to pass the balance to a debt recovery agency which was for approx £68 after any charges.
In July I received a bill from pipex/talktalk for another £14.99? I called them on the 6/7 and they initiated an investigation to see when I left them and my service started with Sky. 7/7 I was called by Credit Control dept and threatened with debt recovery action. I told them to look at the account details about the investigation. The a/c was then put on hold so no more action and the £14.99 was to be waived . Credit control dept conf no further action to be taken and I just had to wait for final bill of zero which will confirm my a/c was closed. No calls or letters from talktalk so I called them on the 20/07 and a/c was still showing as active! They checked records and investigation confirmed that I had been with Sky since the start of June. A/c now being closed and balance waived.
19/08 I was sent a bill for £114.62! I was on holiday so called them on 28/08 and explained everything again. The £14.99 hadn’t been waived and they had now added a cancellation fee of £99.x as I had apparently entered a new contract. I explained that at NO point did I agree to any contract and at no point during any other phone calls was a cancelation fee mentioned as I was simply within my right to cancel as I was out of contract and had been for some time. a/c is showing closed with said balance so a John Fxxxxxxx from customer services raised a request – ref xxxx - for the FULL amount of £114.62 to be waived as I am not liable for those charges. Advised I should receive letter within next 5 days.
31/08 – called the Finance dept (credit control) to have them confirm that they can see that the full amount is being waived. They confirmed they could see the note and asked me to be PATIENT!
02/09 – received a LETTER BEFORE ACTION dated 31/08, so they were going to pass to debt recovery unless I paid the full amount. Called Finance dept and was put through to an /c specialist. I had to explain te whole thing over and over again. The specialist (Meeha) stated that yes the cancellation fee would be waived but I had to pay the July bill (£14.99) as the Pipex services were only closed at the end of July. I explained that this had already been investigated and confirmed that I was with Sky via a MAC code since the start of June so was not with Pipex/talktalk. Had to explain that a/c was finally and only closed because I kept chasing it! I stated it was irrelevant as to when the closed the a/c as I was not sing any pipex/talktalk services since the start of June and they have already confirmed this with one investigation. So ai m not liable for any further payments. She confirmed that the full amount is down to be waived after she checked the account in further details – the notes from the 28/08. She also confirmed twice that the balance would NOT be passed to any debt recovery agency. I would now get final notification and bill of £0 within 20 days. You feel my pain and the stress I have gone through managing what appears to be an incompetent and disorganized workforce.
Talk Talk disconnected my phone line without any warnings.
After they realised that my payments had been paid on time, they continued to spam me with letters stating my bills was overdue.
Then I switched phone provider and not only did Talk Talk continue to mail me about fictional overdue charges but they also continue to phone and mail me with trash sales after my contract has been terminated on my behalf !
I am furious they still use my contact details to spam sales at me
Talk Talk has unbelievable costumer sales service tbh
Therefor, I have made a youtube video ("Talk Talk Warning") Please rate or comment to warn people about Talk Talk
Hmm T-shirts would be good too ...Headline: Let's not Talk Talk :)
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