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:
Talk Talk
First of all I would like to apologise for my broken English as it is not my mother tong.
I hope after you read this review to have one thing in mind before order Talk Talk service.
I used Talk Talk service as a phone and internet provider for the last 18 months .We never had a week without having slow connection or breaking the internet connection .To be honest I dont remember how many times I called the fist, second and third technical line support team to express my disappointment and ask for help .
Every time when I call i listen same conversations starting with ,,we are really sorry to hear ....bla,bla.I know the wording and steps to improve the connection, reset steps....Finally 3 days after each call the situation is same as at the beginning.
You can not even explain the support team that their hep is useless and the problem is serious and reseting steps are not helping but who listens...
Now I called Virgin and they are going to transfer the service without any haste for me and no need for me to call Talk Talk .I really want to believe that this will be the BIG END OF MY PROBLEMS and start with Virgin.
With these big companies you pay as a reliable customer but receive nothing.
Please be careful as when you call first time they promise everything and then everything change over sudden but it is too late as your signature is on the contract
I have my computer and my telephone through Talk Talk, in October of this year I receive a bill stating that I owe £72.93. I was rather suprised by this seeing that I pay my account by direct debit. I called Talk Talk on 20th October 2010 and spoke with the Customer service department and explained the situation to them. I was told that because of computer problems their end they were
unable to take the payment from my bank account but assured me that October's was yet to be taken and would be taken by direct debit. I was not happy at this as this was an error there end and yet they had sent me a reminder letter for £79.93. I advised them that I was not happy with the treatment that I had received and ask to speak with a manager, no manager was available at the time and I was asked to call back the following day. This I did and again the manager advised me that it was a problem there
end. I advised her that I was not happy to receive this letter and felt that they should reimburse me for the month that they could not take the direct debit as this was their fault, the answer was that as I had taken advantage of the services this would not be possible and that they could offer me £12 compensation. I advised I wanted to take this further and requested details of the customer relations department. I emailed them on 21st October 2010 and explained the situation and received a seven line
reply on 04 November 2010:
We endeavor to provide our customers with an efficient and professional service and to resolve those issues brought to our attention in a timely manner. When we fall below this standard we strive to take on board all comments made with a view to improve our services.
However we are not charging you for anything more than for the services you were subscribed to. I can therefore not justifiability authorise one months free service.
Generally speaking you would not be due
any compensation, I will of course honour the offer for £12 as a gesture of goodwill. This will be reflected on the next invoice generated.
If you have any further issues, please do not hesitate to contact us.
We thank you for your patience and assistance in this matter.
I felt very aggreived by this letter and found it very rude especially the sentence starting "generally speaking". I replied to this on the same day voicing my disatisfaction to the service I received. I received the following
reply on 09 November 2010.
Please accept our sincere apologies for any inconvenience which may have been caused as a result of the issue which you are experiencing.
Having looked into this issue for you I am sorry but I would not be able to issue you with anymore credit than the £12 which has already been applied. In relation to your request to take this further. If you wish to escalate this issue you can write to our complaints management team who would be able to investigate further.
You
can send your letter to
Tiscali UK Limited
PO Box 14505
Birmingham
B46 1BF
I hope this is a satisfactory explanation. Talk Talk does take these issues seriously, and it is always our intention in customer relations to bring the concerns of our customers to a satisfactory conclusion.
If you have any further issues, please do not hesitate to contact us.
We thank you for your patience and assistance in this matter.
I return from work on 10 Nov 2010 and receive a letter on my floor
advising me that I owe £96.54!! I called the number on the number on the letter I spoke to a customer service rep called Hazel who told me that my bank must of cancelled my direct debit and that I should call my bank. I assured her that my bank had not cancelled my direct debit and neither had I. She was adamant that the bank had so I called my bank only to be told that the direct debit was still current! I called back and spoke to another customer service representative who advised me, yes I was correct
and that the direct debit was still current and even checked that you had the correct details (one wasted call to my bank). He then proceeded to ask me if I was going to make the payment today I advised him that the reason I have a direct debit in place is so that I do not have to pay bills of £96.54. He then advised me that he would have to transfer me to Talk Talk billing, I went through to them explained the situation only to be told, sorry you are through to the wrong department and put through to
Tiscali billing. Finally through to the correct department they proceeded to try and tell me that the bank must have cancelled my direct debit. I was told that I did not have to pay all the amount today and that they would set up a payment plan, that would certainly not do my credit rating any good!! and all of this because of an error that was Talk Talks fault. The £12 is not going to be reimbursed until next month.
On Thursday 11th November 2010 I received a call from the Customer service manager who
agreed to re-imburse me £50, but again that is going to be applied to next months bill, how does that help me with the £63 that is outstanding now?
The customer service manager even had the cheek to ask me what I had done with the money that should have been taken by direct debit to pay my account! I spent an hour talking to the customer service manager yesterday and was made to feel that the error was my fault. They have now informed me that if I do not pay approx £39.00 by the end of the month then
my account is going to be suspended. This is Talk Talks error and not mine so as you can imagine I am not happy that they are going to suspend my account!
Friday 12 November 2010 I called the operator advised me that she will credit my account with another £20 as I have probably incurred costs. She
put me through to the UK billing but they were unable to help me and have advised me that I need to talk to credit control tomorrow with regard to a promise to pay and avoid my account being suspended. I had very little faith that this would be resolved to actually help me deal with a situation that Talk Talk has created. The letters that I have received from the Customer Relations are very standard letters that Customer Relations would write and I do not believe that they have actually read my emails at
all.
I called on 13 th November and spoke to the UK billing department and was told that I was in the wrong department and needed to speak to credit control with regard to a promise to pay. I called credit control today and was advised by a customer service rep that they could not help me with regards to a suspension being possibly added to my line and the payment needed to be made of £39.47, bearing in mind that this is an error generated by Talk Talk I found this very unhelpful. I
spoke with the finance department and went through to an agent called Jason to whom I explained the situation to and asked if it was possible to have the money that had been awarded to me as a goodwill gesture in the form of a cheque. The agent was very rude and laughed at me! when I asked him if he thought this was a joke he replied, yes I do and you wont get the money. This is appalling customer service, and I have never experienced somebody so rude in all my life. In my view this agent should be sacked!!
when I asked him for his surname he transferred me through to Talk Talk billing, who then transferred me through to Tiscal billing. I had to explain the whole situation once again, only to be told that finance had refused my request for a cheques as I had already received a credit of £12.00. If they had read through the whole story, which they had clearly not they would have seen that I had been awarded a further £70 as a goodwill gesture for the subsequent errors as a result of money not being taken from
my direct debit in October. Please bear in mind that none of this was as an error of me not having a direct debit or my bank cancelling the direct debit, it was a computer problem at their end! I have paid this month £72 to Talk Talk to rectify the error now as I feel they left me no choice. This whole experience that I have
received with their overseas agents has left a really bad taste in my mouth, their customer service skills leave a lot to be desired, especially Jason.
I received this reply from their customer relations:
"A goodwill gesture of £12 was given, however, as you were only charged for services used your request of £50 compensation has been denied and we will not be re-escalating it for you as it is not valid"
I feel that their customer service skills are very poor and the service that I have
received is shocking. Something needs to be done. And to date they are still disputing the £50 owed to me,.
with out a doubt the worst company i have had the displeasure in dealing with for a telecom company there customer service is none existent it is impossible to get some one to call you back once you have signed up you are passed from one department to another and still are no further forward it is time ofcom got involved
Liked Tiscali until taken over by TalkTalk and prices raised. Gave notice and tried to go to AOL but they messed up 5! times so went to BT for line and Orange for Broadband. My advice - stick to BT for line, even if a little more expoensive because at least you can change ISP at the drop of a hat without having no BB for 4 weeks. Anyway then TalkTalk really got going and charged me £380 on my credit card !! for cancellation of new contract which I had refused to go on, (even though they said charges wouldn't go up). They have admitted their mistake in writing twice and promised to refund but 3 months down the line and no money. Just given them 48 hours notice and then I'll issue a District Court Summons through the Government website (Money Claim Online) for the money, interest, my time, and court costs. My further advice - get away from TT and never pay these charges by credit card - card company not really interested as I had "authorised" the charge.
My Talk Talk landline had been very noisy for some time. 2 3/4 weeks ago it went dead and since that time I have been in daily contact with the Talk Talk support team (in Bangalore) and every day I have been told a new lie.
Initially it was a cable fault (funny that my broadband kept working), they tested the line on three different days and then told me that the line was OK, then it was an exchange fault and that they woud be sending an engineer to check this out, then I was told that the exchange end was OK and that they would be sending an engineer to my house last Thursday. I stayed in all day and no one turned up.
They are now saying that the line was never provisioned properly (although I have been using it since last April) and that they would be sending an engineer to the exchange to re-provision the line (why they think that they need to send someone to the exchnage to provision a line I have no idea as all provisioning is done on line from any location).
I spoke to a "supervisor" on Monday and he assured me that they fault (I thought it was a provsioning problems) would be fixed by close of business on Monday, of course it was not and they are now saying that it will take a maximum of three more working days to reprovision the line.
It is getting difficult for them as I think they have read all of their scripts now and have run out of lies to tell me.
It has now been 19 days since I reported the fault which just shows what pathetic service Talk Talk provide to their customers
This company is the worst company in the uk as far as I am concerned they lied to me over the phone on several occasions, they are attempting to take over all the other companies that they are actually a sister company to and lying to me to get my business, they are a disgrace as far as I am concerned, they have caused me so much hassle in fact they have made me feel ill on occasions, I am getting letter after letter asking for money off them when I didnt even go ahead with the contract yet they still took over my line, and then cut me off so I had no phone line for ages, they need dealing with sharply by the regulator and if they merge with orange with orange I wont want anything to do with them either ever again, I am changing my broadband from pipex because of talk talk now they have bought them out but I have to say pipex have turned out to be just as bad for me lying to me over the phone telling me I was still with them when all the time talk talk had taken the line so I am in the process of leaving them also never again and now talk talk are sponsoring x factor I dont even want to watch than anymore that is how much I loathe this company and all their sister companies
Wait until you leave Talk Talk!! I had been a customer for over 6 years with both telephone and broadband, I then decided to switch to Virgin for a complete Phone, Broadband and TV package. I wrote to Talk talk and cancelled my account giving over 30 days notice. A few weeks later I receive my final bill of £88.64, £70 of which is a cancellation fee, upon querying this with customer services I was told that I had renewed an 18 month contract and had cancelled within this 18 month period. After requesting proof of this, ie a signed contract, I was informed that this contract had been arranged over the telephone and for them to send me the proof, I had to send them £10 and this could take up to 30 days!! I informed the extremely rude customer service representative that I would not be paying £10 for any proof as the law states that it is up to them to prove to me that this money is owing. Here we are over 40 days later, still waiting for the proof of contract whilst receiving threatening letters from Talk Talks debt collection agency. Please also be warned that any correspondence sent to Talk Talk or to Roxburghe Debt Collections seem to get lost in the post unless sent via Recorded Delivery, how convienient!!!
This is the worst company I have ever had the displeasure to deal with.
I (unfortuntely and in a moment of weakness) signed up after feeling sorry for one of the street saleman.
I asked for broadband (which I never received) but ws charged for month in month out.
I wrote to them a number of times telling them how useless, ignorant and stupid they were and called a number of times having to spreak to some f****itt who couldn't speak English but worked for a company called talk talk! I changed back to BT and the idiots gave me some money back after illeagilly taking it out of my account then sent me a debt collection letter!
THEY ARE THEE WORST COMPANY - WHAT EVER THEY DO IF IT'S FREE TELL THEM TO GET STUFFED they nearly drove me insane after 6 months of trying to be an interpreter then having their staff hang up on me because they couldn't speak English!
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:
First of all I would like to apologise for my broken English as it is not my mother tong.
I hope after you read this review to have one thing in mind before order Talk Talk service.
I used Talk Talk service as a phone and internet provider for the last 18 months .We never had a week without having slow connection or breaking the internet connection .To be honest I dont remember how many times I called the fist, second and third technical line support team to express my disappointment and ask for help .
Every time when I call i listen same conversations starting with ,,we are really sorry to hear ....bla,bla.I know the wording and steps to improve the connection, reset steps....Finally 3 days after each call the situation is same as at the beginning.
You can not even explain the support team that their hep is useless and the problem is serious and reseting steps are not helping but who listens...
Now I called Virgin and they are going to transfer the service without any haste for me and no need for me to call Talk Talk .I really want to believe that this will be the BIG END OF MY PROBLEMS and start with Virgin.
With these big companies you pay as a reliable customer but receive nothing.
Please be careful as when you call first time they promise everything and then everything change over sudden but it is too late as your signature is on the contract
unable to take the payment from my bank account but assured me that October's was yet to be taken and would be taken by direct debit. I was not happy at this as this was an error there end and yet they had sent me a reminder letter for £79.93. I advised them that I was not happy with the treatment that I had received and ask to speak with a manager, no manager was available at the time and I was asked to call back the following day. This I did and again the manager advised me that it was a problem there
end. I advised her that I was not happy to receive this letter and felt that they should reimburse me for the month that they could not take the direct debit as this was their fault, the answer was that as I had taken advantage of the services this would not be possible and that they could offer me £12 compensation. I advised I wanted to take this further and requested details of the customer relations department. I emailed them on 21st October 2010 and explained the situation and received a seven line
reply on 04 November 2010:
We endeavor to provide our customers with an efficient and professional service and to resolve those issues brought to our attention in a timely manner. When we fall below this standard we strive to take on board all comments made with a view to improve our services.
However we are not charging you for anything more than for the services you were subscribed to. I can therefore not justifiability authorise one months free service.
Generally speaking you would not be due
any compensation, I will of course honour the offer for £12 as a gesture of goodwill. This will be reflected on the next invoice generated.
If you have any further issues, please do not hesitate to contact us.
We thank you for your patience and assistance in this matter.
I felt very aggreived by this letter and found it very rude especially the sentence starting "generally speaking". I replied to this on the same day voicing my disatisfaction to the service I received. I received the following
reply on 09 November 2010.
Please accept our sincere apologies for any inconvenience which may have been caused as a result of the issue which you are experiencing.
Having looked into this issue for you I am sorry but I would not be able to issue you with anymore credit than the £12 which has already been applied. In relation to your request to take this further. If you wish to escalate this issue you can write to our complaints management team who would be able to investigate further.
You
can send your letter to
Tiscali UK Limited
PO Box 14505
Birmingham
B46 1BF
I hope this is a satisfactory explanation. Talk Talk does take these issues seriously, and it is always our intention in customer relations to bring the concerns of our customers to a satisfactory conclusion.
If you have any further issues, please do not hesitate to contact us.
We thank you for your patience and assistance in this matter.
I return from work on 10 Nov 2010 and receive a letter on my floor
advising me that I owe £96.54!! I called the number on the number on the letter I spoke to a customer service rep called Hazel who told me that my bank must of cancelled my direct debit and that I should call my bank. I assured her that my bank had not cancelled my direct debit and neither had I. She was adamant that the bank had so I called my bank only to be told that the direct debit was still current! I called back and spoke to another customer service representative who advised me, yes I was correct
and that the direct debit was still current and even checked that you had the correct details (one wasted call to my bank). He then proceeded to ask me if I was going to make the payment today I advised him that the reason I have a direct debit in place is so that I do not have to pay bills of £96.54. He then advised me that he would have to transfer me to Talk Talk billing, I went through to them explained the situation only to be told, sorry you are through to the wrong department and put through to
Tiscali billing. Finally through to the correct department they proceeded to try and tell me that the bank must have cancelled my direct debit. I was told that I did not have to pay all the amount today and that they would set up a payment plan, that would certainly not do my credit rating any good!! and all of this because of an error that was Talk Talks fault. The £12 is not going to be reimbursed until next month.
On Thursday 11th November 2010 I received a call from the Customer service manager who
agreed to re-imburse me £50, but again that is going to be applied to next months bill, how does that help me with the £63 that is outstanding now?
The customer service manager even had the cheek to ask me what I had done with the money that should have been taken by direct debit to pay my account! I spent an hour talking to the customer service manager yesterday and was made to feel that the error was my fault. They have now informed me that if I do not pay approx £39.00 by the end of the month then
my account is going to be suspended. This is Talk Talks error and not mine so as you can imagine I am not happy that they are going to suspend my account!
Friday 12 November 2010 I called the operator advised me that she will credit my account with another £20 as I have probably incurred costs. She
put me through to the UK billing but they were unable to help me and have advised me that I need to talk to credit control tomorrow with regard to a promise to pay and avoid my account being suspended. I had very little faith that this would be resolved to actually help me deal with a situation that Talk Talk has created. The letters that I have received from the Customer Relations are very standard letters that Customer Relations would write and I do not believe that they have actually read my emails at
all.
I called on 13 th November and spoke to the UK billing department and was told that I was in the wrong department and needed to speak to credit control with regard to a promise to pay. I called credit control today and was advised by a customer service rep that they could not help me with regards to a suspension being possibly added to my line and the payment needed to be made of £39.47, bearing in mind that this is an error generated by Talk Talk I found this very unhelpful. I
spoke with the finance department and went through to an agent called Jason to whom I explained the situation to and asked if it was possible to have the money that had been awarded to me as a goodwill gesture in the form of a cheque. The agent was very rude and laughed at me! when I asked him if he thought this was a joke he replied, yes I do and you wont get the money. This is appalling customer service, and I have never experienced somebody so rude in all my life. In my view this agent should be sacked!!
when I asked him for his surname he transferred me through to Talk Talk billing, who then transferred me through to Tiscal billing. I had to explain the whole situation once again, only to be told that finance had refused my request for a cheques as I had already received a credit of £12.00. If they had read through the whole story, which they had clearly not they would have seen that I had been awarded a further £70 as a goodwill gesture for the subsequent errors as a result of money not being taken from
my direct debit in October. Please bear in mind that none of this was as an error of me not having a direct debit or my bank cancelling the direct debit, it was a computer problem at their end! I have paid this month £72 to Talk Talk to rectify the error now as I feel they left me no choice. This whole experience that I have
received with their overseas agents has left a really bad taste in my mouth, their customer service skills leave a lot to be desired, especially Jason.
I received this reply from their customer relations:
"A goodwill gesture of £12 was given, however, as you were only charged for services used your request of £50 compensation has been denied and we will not be re-escalating it for you as it is not valid"
I feel that their customer service skills are very poor and the service that I have
received is shocking. Something needs to be done. And to date they are still disputing the £50 owed to me,.
Initially it was a cable fault (funny that my broadband kept working), they tested the line on three different days and then told me that the line was OK, then it was an exchange fault and that they woud be sending an engineer to check this out, then I was told that the exchange end was OK and that they would be sending an engineer to my house last Thursday. I stayed in all day and no one turned up.
They are now saying that the line was never provisioned properly (although I have been using it since last April) and that they would be sending an engineer to the exchange to re-provision the line (why they think that they need to send someone to the exchnage to provision a line I have no idea as all provisioning is done on line from any location).
I spoke to a "supervisor" on Monday and he assured me that they fault (I thought it was a provsioning problems) would be fixed by close of business on Monday, of course it was not and they are now saying that it will take a maximum of three more working days to reprovision the line.
It is getting difficult for them as I think they have read all of their scripts now and have run out of lies to tell me.
It has now been 19 days since I reported the fault which just shows what pathetic service Talk Talk provide to their customers
I (unfortuntely and in a moment of weakness) signed up after feeling sorry for one of the street saleman.
I asked for broadband (which I never received) but ws charged for month in month out.
I wrote to them a number of times telling them how useless, ignorant and stupid they were and called a number of times having to spreak to some f****itt who couldn't speak English but worked for a company called talk talk! I changed back to BT and the idiots gave me some money back after illeagilly taking it out of my account then sent me a debt collection letter!
THEY ARE THEE WORST COMPANY - WHAT EVER THEY DO IF IT'S FREE TELL THEM TO GET STUFFED they nearly drove me insane after 6 months of trying to be an interpreter then having their staff hang up on me because they couldn't speak English!
Hope they go bust
Back