TalkTalk Broadband Reviews

Only one week was enough for me to switch from TalkTalk to another provider, as my first week was with no internet and they took 4 days to fix the problem. After few days only the internet start to be bad again. I don’t know if this company will last even. It is better to pay more so you can have internet than paying cheaper and stay with rubbish internet “ this is my advice”

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

Broadband continually cuts out, had a new socket fitted, new router, engineer reset system which recovered my speed. 1 week later- broadband continually cuts out blah blah, spend yet another hour on phone while they say no fault- just utter rubbish.

As far as I am concerned, the overall broadband experience from Talk Talk was no better or worse than any other provider, but what sets them apart is absolutely shocking customer service.
I looked to move, called CS and they opened a case to see if they could provide... wait a call back. They call off a 0800 number to the number you logged (after going through security) and ask you to go through security questions. Yes they advise a call is due in a window, but I will never answer a security question on an inbound call. You then get a text saying you were ‘unavailable’ and they will try again. Same drill.
You call them back answer security and get told ‘we’ll log a case’! Finally get through to find out they can’t supply to new address (had already moved) so I have to terminate, pay early leave fee (understand) pay notice (understand) but not from the date of the original call (miffed) and also I am liable for any costs incurred in the next 30 days !!
Oh yes and with various lengthy holds that was 50 minutes of my life I’ll not get back.
Talk Talk their CS can do, but satisfaction from a call ??

Avoid them is my advice

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

I would never recommend.
I would never recommend.

Given an activation date for a house move that could logistically never happen (wasn't told this at time) in order to get me to stay with them, given a new better price for the package (still being billed for the old price 2x as much!), informed by them that I have an unstable connection leading to a download speed of 10mbps (AWFUL!) but then they won't arrange for an engineer to come and solve it unless it is at my cost. Won't upgrade my router despite apparently being a faster fibre customer. Can't get help, can't even get a connection most of the time. Call centre isn't based in England so noone actually understands your problem. Raised a complaint to the CEOs office and was told I'd get a response - never did. This company DO NOT care about customers. Give your money to someone else. ANYONE else would be better.

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

Absolutely shocking! We have not had the promised speed since day 1! When called for an enginerr (the first 3 times) they never sent one. When I escalated to a manager they were just as useless. A month later and still no engineer which means we are still at a low speed. They don't work together in the complaints team, they make you go through the whole process again (I have had the same conversation 10 times) without any resolution. DISGUSTING SERVICE.

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

The worst customer service I have experienced was promised a call back in 5 minutes with an update and had to wait over 3 hours for the call. I was passed round 8 colleagues which were not communicating to each other so had to give all my details over again and weren’t listening to my queries or concerns. And was told they couldn’t help me after being on the phone for over an hour. When I was called back over 3 hours later to get a quote for setting up and the different packages I was told to ring someone else they couldn’t put me through and then after another hour on the phone wanted to take my bank details when I said I didn’t want to go ahead without speaking to my partner who has gone out for the evening and am unable to get in contact with due to poor signal.

I was told no payment would be taken and said my only available day is the 23rd as that is when my current package expires. They agreed at the beginning of the call that was no problem yet on the email I subsequently received with the quote on it was the 27th and the quote on the email was much higher than what was agreed on the call and was not including the add ons I had requested.

I tried calling back immediately and was told they can’t help me, I have to wait until tomorrow. When we confirmed all the dates and said I’m not available tomorrow as I am at work and you have already wasted hours of my time on my day off.
I
Stay well clear of TalkTalk absolutely appalling service I would recommend BT much better customer service.

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

Absolute shambles of a company and the Customer service is appalling! This is an internet service provider who seems to struggle to provide internet.

We recently moved and phoned talk talk to see about joining them after a neighbour had recommended them. Said neighbour had a fibre package which we were after. We were told there would no issues with our fibre order and that it would be installed at theirs and our earliest convenience (approx 2 weeks later). All good so far. The day before they were due to attend they phoned and cancelled the engineer appointment saying their was a problem with the line and openreach would have to attend. We then had to wait 3 weeks for an openreach engineer to turn up. He arrived believing he was here to install our fibre and wasnt made aware it was to repair the line. He wasn't able to repair the fault due to not having the correct equipment. The fault in the line was the copper wiring for the fibre at the exchange. We then had to wait another week for another openreach engineer to attend. This engineer was able to repair the fault and install my router etc. My internet wasnt on at this point though and after a phone call with talk talk customer services I was advised my order had been cancelled due to a "techinal error". Just a fancy way of saying someone in the office had cocked up! I was then told I would have to reorder everything and start again which would mean waiting another 2 weeks (at least) for an engineer to attend. At this point I had already been waiting 6 weeks. I requested to file a complaint with their complaints manager. I was eventually passed through to her and after speaking with her for 5 mins she had assured me my internet would be active by the next day and she didn't understand why the last agent had told me my order had been cancelled. I was happy with this believing I would finally be getting internet but of course this wasnt case. The next day came and my internet still wasnt connected. I phoned talk talk very frustrated at this point for another agent to tell me my order had in fact been cancelled! They advised theres nothing they can do and must follow normal procedures which would mean waiting 2 weeks for an engineer again to activate my internet. I advised I had an engineer yesterday who repaired the line and connected me up and that I also had my router so I didn't understand why they couldnt just switch me on. I was told this couldnt happen as they must follow the normal procedure. I demanded to speak to a manager and was eventually passed through to one. This manager then told me she wasnt allowed access to certain parts of my account to answer my questions so swiftly got told to put me through to a manager who actually can. Over an hour on the phone by this point I finally got through to a manager who could go into further details about my order. They advised they cancelled my order because of the repair to the phone line needing done. I asked why cancel and not just postpone my go live date to which they never had an answer to. I then asked why it has took 4 weeks, 2 engineer visits, repairing the fault and sending out my router to my address before they realised my order had been cancelled to which they also couldnt give me a valid answer. I was then passed back to an agent who told me they have just noticed fibre isnt available in my street. This is of course an absolute lie. As I said at the start my neighbour has a talk talk fibre package and just to be sure I checked with BT if I could get fibre and they advised me yes. The agent then told me it was just my property on the street that fibre wasnt available in. Yeah ok then why did the engineer repair the fibre line and tell me everything was good to go? Talk talk clearly just couldnt be bothered with the hassle any longer and asked me to cancel my contract. They never even asked whether I may think about downgrading to normal broadband they just wanted rid of me. So even if it were true and I couldnt get fibre in my street they just wanted me gone and again if it were true this has taken talk talk 6 weeks, 2 engineer visits and many phone calls for them to realise fibre isnt available but like I say it's a lie. I will now be joining BT but of course have wasted 6 weeks of my time on talk talk! Avoid them go with anyone else!

When it works it can be great but constantly have issues with connection, sneakily put the monthly payments up without telling you so only noticed when I checked my bank statements, not happy with the overall service

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

Nothing can describe my disappointment and anger from my experience with using talk talk I honestly hate how the connection is at a minimum state whenever I use it I download things at 1mb/s when it is ment to do 30mb/s. Also I like to play a lot of game so I need to use internet to play online however whenever I go online I can get kick out of the game because I have lost connection. Although ethernet is an alternative I don't want to have wires to connect everything together also the bad internet isn't just on my phone or console it's even bad on my laptop which I use next to the router this frustration is what led me to make this review.

I would recommend to next buy or consider. Better service provider are out there that just charge a little more.

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

Internet cuts out atleast 3 times a day. The smallest amount of rain cuts it out for 30 minutes atleast STAY AWAY

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