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
    2.6 stars
  • Speed
    2.5 stars
  • Reliability
    2.6 stars

Based on 7370 customer ratings since 2019-02-16 (Show all time ratings)

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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.

5760 Customer Reviews for TalkTalk

Reviewer Location Reviewing Date Ratings
If customers use the community forums, problems are sorted out far more quickly. There are a few TT professionals on there, who do their very best, plus you get useful peer support and advice. For that reason I am giving them 4 stars.

Not so good Broadband speed. Just about OK at c 10mbps, but years ago they managed much better than this on "Simply Broadband". The current "Fast" version has probably been downgraded to help push customers into taking out the Fibre options. More noticeable connection loss in recent months too, despite a new router.

A tendency to change terms of service unilaterally, without warning, and watch out for the boost elements of the contract NOT being fixed, despite superficial headline descriptions. Only the Broadband and line rental get fixed.

Boosts carry a 1 month minimum commitment or you will have to pay extra for breaking the minimum term.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge TalkTalk  
If customers use the community forums, problems are sorted out far more quickly. There are a few TT professionals on there, who do their very best, plus you get useful peer support and advice. For that reason I am giving them 4 stars.

Not so good Broadband speed. Just about OK at c 10mbps, but years ago they managed much better than this on "Simply Broadband". The current "Fast" version has probably been downgraded to help push customers into taking out the Fibre options. More noticeable connection loss in recent months too, despite a new router.

A tendency to change terms of service unilaterally, without warning, and watch out for the boost elements of the contract NOT being fixed, despite superficial headline descriptions. Only the Broadband and line rental get fixed.

Boosts carry a 1 month minimum commitment or you will have to pay extra for breaking the minimum term.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge TalkTalk  
Worst company I have ever dealt with. They installed the wrong wall socket and the wrong equipment for the services I had contracted at an extra charge. I have written to them and phoned them several times over many months with no success. They normally don't replay to emails and talking on the phone is a waste of time. You can expect to be passed to another adviser, then another, then another, and so on until either the line breaks or you have to hang up in frustration after 1 or 2 hours. I have left them now, and I'll never come back to them, not even if they offered broadband for free. Broadband companies are not known for being efficient, but this one is the worst of all by far.
  • Speed
    3 stars
  • Reliability
    4 stars
Hants TalkTalk  
I've been with talktalk for about three years now and apart from customer service - which has improved greatly- I've been really happy with them. You even get a discount on your broadband for being a 'loyal customer', which is great. But - for the past two months I only have reliable or useable internet from Monday to Friday. At the weekends the signal drops continually and there is zero chance of, say, completing a Paypal transaction or logging into my online bank without losing the signal halfway through. Everything is fine again come Monday morning, but I'm about to renew my contract with Talktalk and am more than a bit reluctant to shell out for what is now only a five-day-a-week service. By the looks of what I've read elsewhere online, contacting them will only result in lengthy and unnecessary discussions about the reliability of my equipment etc, all of which works just fine from Mon-Fri. I just can't face all that hassle :(
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Derby TalkTalk  
Broadband itself was fine. I had no problems with its speed or reliability. However the people I spoke to when my contract ran out were pushy and rude and I was misinformed which later I ended paying dearly for. And then more and more phone calls had to be made in order for me to not pay through the ear for something I wasn't aware of and each time the people were rude and unhelpful and nothing they said got done. Eventually I got out but It wasn't easy at all.
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Salisbury TalkTalk  
We don't have the fibre optic broadband so speed wise it isn't great - used to get 18mb but now for some reason we get 2. Am leaving next week to try Sky.

Customer service has always been ok, not many problems there and have had them talk me through troubleshooting on the phone before.

My one biggest gripe is the reliability. It seriously disconnects at least 10 times a day which is just not acceptable.

If they could sort out the reliability I'd definitely recommend them. Maybe other people have the reliability. Unfortunately on this basis I won't recommend.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
Reading TalkTalk  
After a long periopd of very frequent B/band failures & no real help from the normal cust. service a higher level of Network support got involved.An apparent Re-boot of the local exchange equipment produced an instant improvement....speed up from 1.5/1.8 to 2.4/2.6
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
truro TalkTalk  
The tests show that speed is variable. At best I get 35Mbits download but this can drop dramatically at times. Also when clicking on a link to a new domain, my browser shows a long wait before before I see the target page. By long I mean 10 to 20 seconds at times. At other times the address of the URL is resolved quickly and the target appears fast.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Wandsworth TalkTalk  
Quite good service for Broadband and phone
Customer service is unbelievably bad
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Girvan TalkTalk  
All these UP TO speeds drive me mad. My area says up to 8mps. After spending on socket upgrade to 5C and wiring laptop via bt essentials 5r i am now getting 7.5 MAX.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
ROTHERHAM TalkTalk  
I have been woth Talk Talk for 3 years on a TV, fibre, calls package.
Unlike other reviewers I can achieve a 35mb plus download speed, however with VPN this drops to about 2mb. The service has been reliable, although slow on VPN. I have not lost a single day of service in 3 years.
My biggest issue with the company is the scam phone calls I have been having for 18 months, before they even admitted they had been hacked. I receive daily scam calls from fake Talk Talk IT to fix viruses coming fom my router. Load of nonsense and unfortunately theses scammers are succeeding with some people.
I am very angry that scammers have my TT account number, phone number, address, and name. Up to 5 calls a day. TT have never sent a warning e-mail, never told me my details were among those lost.
I am looking forrward to choosing a new supplier at the end of my contract.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Ripley TalkTalk  
Broadband is OK, 4.5Mbps so standard basic broadband. Only problem is if you have to talk to them, Indian call centre so it can be hard to understand and be understood. 30mins on the phone to them is normal and frequently you have to ring back when they get it wrong and go through it all again until they get it right. The online account system goes down quite regularly so you can't access bills, etc. If you get the bog standard phone, be careful of the costs, it's always cheaper for me to use my mobile (which is crazy), so I just use them for broadband and people ringing in. I get the feeling they aren't really setup to run such a huge service, hence the frequent mistakes.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Sheffield TalkTalk  
been with these for about 4 years at my previous address there was no problem but at new address the signal drops off then its ok for a while .then you ring to find out what is wrong 45 minutes on phone talking to some body in South Africa what kind of plug are you using BT socket and other stupid questions doh.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
TEESSIDE TalkTalk  
I have had my problems with this company and almost left last year. May times I have threatened to leave but being 64 I don't like change and am scared to start again with all the hassle of it. Many of my friends and family told me to leave but I have got to say that every time I have rang them with a problem they have been very good to me. Tonight I had a problem... They were going to charge me for cancelling my contract as I have changed it to fibre broadband. A consultant named Denzer actually spoke to her manager and got that charge wiped off. Personally if you get frustrated but then speak to someone who 'speaks English' it helps a lot. I am not racist but hey ! Sometimes I have given up because I can't understand what they are saying. This causes so many bloody problems for me in the past for me. I know that many of you have had so many problems but I can honestly say that if you 'kick off' and threaten to leave they are very good.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Spennymoor TalkTalk  
Fibre service worked for 4 days and then was down for 2 weeks. Repeatedly called India around 6 times and each time there was no record of any previous calls or faults registered on the line. Each time I was told I would be called back within 48 hours - never happened.

On one occasion after repeatedly demanding to speak to someone in technical support I was transferred to a friendly guy (also in India), but after 10 minutes of talking to him about my fault he declared he was from the accounts department and couldn't help. I believe I was just fobbed off to a random extension on this occasion.

On another occasion after repeatedly refusing to accept that I would get a call back, and after a muted discussion with a co-worker, I was told a network engineer was currently looking into the problem. This was a problem that they had said earlier in the call that there was no record of. Fob off for sure but I expected nothing more by this time.

There was on one occasional talk of me paying in the region of £150 for an engineer to visit to check the original installation 4 days after installation. This would be refundable if it turned out not to be my fault.

I abandoned the idea of ever getting the TalkTalk Helldesk to do anything about the fault so instead went to their official forums to post updates on all the lies and promises I had gotten verbatim. The issue very quickly got escalated to what's known as the "CEO's office" and I was given a personal handler to see out the rest of the complaint. This is the stage when somebody did something and the next day, an engineer came out and fixed the problem. That was thankfully the end of the technical problems.

[The fault was eventually diagnosed to be that a BT OpenReach engineer pulled my cable out of the port in the street cabinet during another customers installation. Funny how every TalkTalk line test showed my line to be working perfectly even though I wasn't plugged into the exchange and my router was lit up red for DSL connectivity]

On the billing side, they failed to notify my old supplier (BT) that they were taking over my phone line so I ended up paying line rental to both companies on the same line for months. Neither company would refund anything.

In addition to all of this, the £120 of vouchers that were part of the offer never came and when I asked for them they denied there was ever any such thing.

On a good note, there has only been a couple of hours of downtime in 3 years and as a heavy internet user I have always found the speed good.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Wellingborough TalkTalk  
I have been with TalkTalk since they took over Tiscali.
Where I appreciate that many here have bona fide grievances, complaining, by its very nature will carry much personal desire from each individual.

When I award stars I first look at the environment the company is operating in, and next to much of Europe we are woefully behind them with our internet services.

TalkTalk can offer me "pie-in-the-sky" speeds but I know they will be from 0 - 5mb, often around 500kb/s in my area (Cornwall) . . .why ? because it isn't worth digging up all the ground between me and the main road.
However, I believe a new "piggyback" method is coming using the existing lines.
When you see download speeds ask what is the real speed, because they are always a lot slower than what any company wants you to believe.

In any business there will be some "sharp" practices which annoy many but TalkTalk seeks to be a cutprice operation in a very infrastructure primitive UK internet market so I judge their performance on that.

Any lightening strike will kill a TalkTalk router. The tiresome check routine on the telephone help line must be endured, an engineer comes and supplies a new router each time for free . .that must qualify as good customer relations ?

If I was running a SUCCESSFUL business I wouldn't use TalkTalk, so any complaints here about bad service is down to trying to go cheapskate.

I do a lot of downloading and for the private individual all that is required is a modicum of patience (which doesn't fit into the ethos of the modern world).

So, measured against the overall state of the internet in the UK I give TalkTalk a fair rating with the stars.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Cornwall TalkTalk  
to say I have my telephone -television broadband and pay for an upgrade for the broadband the service is very hit and miss and I've been wth this company a number of years and find they do not responed quickly I am very close to moving to another supplier
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
bishopthorpe rd york TalkTalk  
No problems with TalkTalk but be careful of their contracts. I am leaving them sadly because they can apply price increases - but still keep you locked in. I am being charged a large exit fee. I could have reduced my bills by taking out another 18 month package - but again - they cannot guarantee the cost for the term of the contract - its all very one-sided. When you sign up - who knows what you will be paying later into the contract. Be careful.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Macclesfield TalkTalk  
If my broadband works well why am I giving only two stars for satisfaction? Well, they cannot make my phone ring when someone calls me. Sometimes it rings and sometimes it doesn't. They have checked the line 3 times and sent out an Openreach engineer twice. The result is always the same, the line is fine but there is a fault with the Talk Talk equipment in the exchange. For some reason they will not go to the exchange to sort out their equipment. I have spent ages on the phone to them and today said that I considered they are not fulfilling their part of the contract, simply to make my phone ring when someone calls me. They said they gave themselves 28 days to repair any fault and when I told them that time is up next Wednesday they said that their records show that the fault had been fixed and this is a new one. The date they are using is when I reported the fault for the second time. Our neighbours had a fault with their Talk Talk service and they told him to take the cover off the socket in the hall. He is not very technically inclined and his wife found him taking the cover off the mains socket. Fortunately she stopped him in time but the result could have been tragic. Never be tempted to go with them even if they offer a service for £1 a month.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Southport TalkTalk  
Everything is fine until you need technical help. Be prepared to spend 2 hours or so and multiple tries before you get any kind of satisfaction. The 'technical' advisors read from a script and you have to do the same tests numerous times before they move on. Even though you have identified the problem yourself and they could move straight there, they have to go round and round in a ritual resembling torture. By the time you are done, you are willing to accept anything. When my current contract ends, I'll pay a bit more and go with someone else.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Sheffield TalkTalk  
Looking down the reviews - below - makes interesting reading as it seems to show that the Customer Service offered by TalkTalk is steadily getting worse as time goes by. In my case the equipment has - thus far - exceeded all expectations - apart from their “System” insisting that there was a problem with my router connection - in-spite of the fact I was 'on-line' and it was working correctly at the time – it is their management of my account that is “Unbelievable” and I have now resolved to go elsewhere when my contract ends. Their Customer Service philosophy seems to be “Pay-up, Put-up and Shut-up. Treating the customer as nothing more that a revenue stream for their benefit and if you have any issues they will have a stab at fixing it but if they cant - well there are more where you come from! I had moved from Northamptonshire to one of the more “out of the way” parts to Yorkshire and TalkTalk were the only internet and telephone service providers who could offer the service I needed – and as I say it does work – so far. The main problem is/was that they insist on a ludicrously low monthly telephone call charge limit - £20 - far below even my modest monthly requirements. After I discover this six months ago this I called TalkTalk – no small effort in it self – I arranged for it to be increased to £40 – or so I thought. I had no problems until 2 weeks ago when I had a reaction the some treatment at the nearest Oncology Center – about 50 miles away and had to be hospitalized. My wife was trying to keep updated with my progress only to discover that the telephone call charge limit had exceeded £20 - not the £40 at it was supposed to be. After 24 Hrs incentive treatment at the hospital I was sufficiently recovered to call home – only to discover that my wife was in a flat spin having exhausted both her mobile battery and pay as you go credit and the phone not working – and it was only the fact that I called her that I was able to reassure her of my recovery. We resolved to sort this out with TalkTalk once I was able to return home – and that is when all of the fun and games began. TalkTalk don't make it easy to “Talk” to them - indeed that put up as many barriers as possible – and if you express negative opinions as to their service they just cut the call. Is it such a big thing to 'talk' to a customer and fix an small problem before it becomes a big one? It is now clear that they have no intention of improving their service – in-spite of their pronouncements – the best judge's of that service are after all the users as other have found also. BT – bless them – are now rolling out vast infrastructure improvements in our area so other ISP's will be able to offer a service that I need - so by the time my contract ends I should be able to move on to the service I require but not one that TalkTalk seems able to provide.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Flamborough TalkTalk  
With call centres based in phillipines and South Africa what a shambles. Help is appalling.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Selby TalkTalk  
Got internet on a 12 month contract the set-up was easy and generally the internet was ok. Sometimes a little slow at peak times however I did get the cheapest possible internet from all providers so this is probably to be expected. Biggest problem was that at random times the internet would become unusably slow/ not work at all and I had to turn the router off and on... then it would work fine. It was annoying if I was e.g. in bed and had to go downstairs to do it. Also customer services not amazing... used the live chat several times and the agent didn't really listen to me not really answering my questions properly seemed like copied and pasted answers. Not sure if it was a language issue or poor training or what but it was a somewhat frustrating process. The cancellation process is also annoying (as most of these things are) felt like they were hoping you'd mess it up so they could get a few extra quid to be honest... it says you need to give 30 days notice but what this actually means is that you need to give notice on the exact date your contract is due to end (not 30 days before) otherwise you will be charged an early cancellation fee. Then they will disconnect your internet/ broadband within the next 30 days and as long as you don't use anything then won't face additional charges (or so I've been told).
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Edgbaston, Birmingham TalkTalk  
I have just signed up for faster broadband at a cost of £4 pound a month extra on my bill, supposedly 20 mb's just checked speed is around 10mb's I live about half a mile from the exchange, pretty disappointed.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
walkden,manchester TalkTalk  
I'm writing this review only because one of your customer service team Leticia gave me such exceptional service that I feel she deserves a large pat on the back.
Extremely understanding, very professional and helpful beyond the call of duty, So a very big thank you to her and I do hope her excellent service is recognised by her managers
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    2 stars
  • Reliability
    1 star
Rickmansworth TalkTalk  
Dealing with Talktalk technical department is like trying to knit with fog. They must be the worst trained group of supposedly 'technical' people I have ever had the misfortune to have to deal with. TalkTalk would be better of with a million trained monkeys who just pressed random buttons at least occasionally they would get things right. I had one appointment from a talktalk engineer who identified the fault as being outside my property which I already knew as I lost my braodband while OpenReach were working outside. I then had one appointment which was cancelled because TalkTalk said thath I would need to be at home. The second appointment was not made because TalkTalk said that I would not have to be at home after all. A third appointment was just not scheduled at all by Talktalk and finally the fourth appointment was made and I was told I would have to be at home after all. However when the OpenReach engineer arrived he said there was no need for access to the property as obviously the fault was outside, which is what the original Talktalk appointed subcontractor had said at the very start. What a useless load of technically challenged phone operators TalkTalk employed. But if you want to pay peanuts you have to expect monkeys unfortunately they all seem to be incompetant monkeys!
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Oxfordshire TalkTalk  
No problems with the connection or service itself, HOWEVER...
This is the very short version: I got disconnected for being organised. Put a home move order in and cancelled it realising my moving dates had changed. This was all well in advance and confirmed. Woke up beginning of the month with no internet (the only service I use from them). After HOURS of talking online/ phone calls, being passed from pillar to post, spoke to a member of management.
She then confirmed TalkTalk had cancelled the home move order but forgot to cancel the disconnection order. They accepted it was completely their fault but couldn't reconnect me, but when I moved they could offer me a month free and a month compensation for the inconvenience. Told them to shove it.

Then a week later, thought I would have a look to see if it had been cancelled etc.... NOPE! STILL TRYING TO SORT THIS SH#T OUT
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex TalkTalk  
I've only ever used Talk Talk. There have been times when I've called customer service and been given excellent service. Two people were very patient with me on 2 occasions when I had a problem. Then in Nov 2014, things went downhill. I was pushed into having the TV package, even though I made it very clear I didn't want it. I was sent a set top box I didn't want, sent it back and then spent ages being pressed for it's return. Then I was charged for not sending it back.
Quite often, I have great difficulty understanding the person's accent. My hearing isn't 100%. So I decided to change provider. I read reviews for all the main ones and decided there was no point changing!
I then rang Talk Talk to tell them I wanted to renew my contract afterall. They had to put me through to another dept., About 30 min later I finally got through. The line was so bad I had no idea what the woman was saying and had to end the call. I'd been on the phone 3/4 hour.
I'll probably stay with them on the basis of " better the devil you know".
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Blackpool TalkTalk  
The customer service agents are perfectly nice, however they have a script and have to stick to it, no matter what. If you escalate, the 'supervisor/manager/whatever' has to go through exactly the same script no matter the relevance. If the script doesn't fit your call, the only way to get resolution is to go through the ceo's office.

The speed into the house/router/via ethernet is just about perfect. However, what they don't tell you is that the wifi signal on the router they provide will only give you around half speed. They cite (rightly) other signals etc reducing the wifi., however my own situation, where there is nothing that could reduce the wifi signal, means that this does not stack up.
The sales agent was misinformed, assuring me that there would be no more than a couple of MB wifi drop in speed.

A visiting engineer out and out lied.
Some Talk Talk engineers and BT Engineers are pro-actively telling the customer how rubbish TalkTalk is which doesn't help create any faith in the company.

Reliability is excellent.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    5 stars
South East England TalkTalk  
Talktalk can be good but every time there is an issue with your Broadband they say it's a problem in your house! I paid extra for their fasted Broadband and get what I was paying for at the lower rate?
Not too happy about this and changing would be a nightmare!!
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Edinburgh TalkTalk  
I have been with talktalk for some years and in the last few months the internet would only pick up if ur in close proximity to the router....Therefore I could not use the Internet in no other room. Customer services were trying to be helpful by going through all types of troubleshooting however this problem still remained!! They even told me I had a problem with the wifi adapter on my laptop in which I seeker advice and there was no problem with this. After much perseverance I finally decided to change to sky broadband and I must say so far the service is fantastic.....I can use Internet in all rooms of my home as one should!!
  • Customer Service
    3 stars
london TalkTalk  
My broadband with TalkTalk is fine, but in the last six months my phone service has stopped working four times. TalkTalk gave my number to multiple customers and getting it put right took a long time. My phone was down for six weeks all together and I had to phone TalkTalk over 10 times - which wasted hours of my time. TalkTalk customer service is the worst I have ever experienced. Avoid them if possible. I wish I had never taken out my contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Kent TalkTalk  
Firstly, I will say that I consider basic telephone and broadband services as UTILITIES, not some high tech option or accessory subject to brand differentiation or loyalty. That said, TalkTalk may be somewhat cheaper than BT (who I left two years ago) but they play fast and loose with their contracts and term variance, just like or perhaps more than other providers. Getting problems resolved contract complexities explained is neigh unto impossible. A time consuming pain.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
West Sussex TalkTalk  
Useless customer service.

I've been a customer for over 5 years an never had a problem with the line.

it started when the talktalk router HG635 kept dropping the wifi signal and then asking for the password of devices that were already connected before it dropped every few days and having to reboot the router for the wifi signal to work. When the wifi is dropped, the SSID is not visible so cannot chosen. This increased to 3-4 times a day. Before i contacted TalkTalk CS i did a few checks of my own (my job includes working with networks, routers, switches etc). We had recently bought new cordless house phones and eliminated them from being the cause by disconnected them and went back to the old phones for week and also changed channels on the router but the problem still occurred. My line is good and any device connected by Ethernet had no issues even when the WiFi had dropped, they still worked. I have network points in every room with devices connected via 16 port hub. So with this I narrowed the fault to the router. I called the CS number (0345..) which put me thorough to a utterly useless messaging service. After explaining the issue in full and what i had done to fault find, all they kept doing was line checks and of course it was fine. This went on for over 4hrs after which they said they could book a engineer which will be chargeable (£65). This is useless i thought and contacted them by the Chat window thinking i'll get more joy. Explained the issue and said i had tried the messaging service and what checks i had done to prove the fault to no avail. They did the same test with the same results (Really!!). To be fair the lady did try but the issue returned with gusto after a day. So i contacted them via the chat window again while the wifi was down thinking they have my previous call on record and could check the router (which they can) while the the problem was in effect and see for themselves. Oh no, No records of my previous contact and I had to go through the same palava again after i said the line been checked by themselves numerous times and the fault is with the router. Being that i was chatting to them using my pc in my house which is wired and i confirmed, they couldn't grasp the fact the line was good.
Again they said they can book an engineer at cost. they added that if the router had to be replaced this would be extra £60 and have to (get this..) return the faulty one back to them.
That done it for me and at this point i had enough and bought one of the bay for HG633 for £3 + postage which will arrive in a few days.

I never had a problem with the line and still don't but it seems their script only contains info about the checking of the line and goes blank if anything other than that.
I'm not expecting them to know the environment in my house but if the problem only exists in the house and only on wifi and proven, it does not take a IQ of Albert Einstein to quickly realise the fault is with the router.

Being charge to return a faulty unit on top of being charged for a replacement takes the utter Pee. If this is how they are, i may as well buy a my own router like a draytex router which i had before and was faultless and provided excellent service for the 7 years i had it
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London TalkTalk  
Connection drops everyday but their customer service or technical dept do nothing and go over a fixed script and they do this everytime you call. The talk talk call centres in india is the most fraudulent as they sell customer details to thiefs for business. The thiefs will take personal info, name address and telephone and ring them to scam money out of the customers. Talk talk doesnt care as long as they get cheap workers so they dont have to pay full wage to workers such as in the UK. Talk talk know its happening but dont give a toss. So dont do business with them.
  • Speed
    3 stars
Uk TalkTalk  
Billy Mcneill I have just been on T/T internet chat about my account,Problem,i move address and ask to move my account over ok that was done But when i got my phone bill my day time calls were charge to my account as i did not pay for this before i emailed them on live chat,only to be told that my account was right ?i had not boost my new address to recive my free calls as i told them i was not and did know i had to do this ,so was phoning thinking it was free,they offered me £3 pound which i refused so please do this re boost when moving as they say its not there problem,even if they do get more money out of you,P/S i spoke to 4 agents and was on line for 2 Hours Still not resolved.so i want every body to send this all over face book.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
clay cross chesterfiled TalkTalk  
Not happy with broadband speed, very slow at times, especialy booting up
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    4 stars
Doncaster, South Yorkshire TalkTalk  
Just had a phone cal from TT to 'review' my contract. Soon became apparent that "are you happy with the service" means "do you want to enter into a new, 24 month contract without actually being asked a direct question?"

I asked for e-mail of offer, Ts & Cs etc. Couldn't be done. I wasn't content to agree first and see what I had agreed to afterwards, or to root around TT's website trying to guess which package I was being offered.

Went round the houses several times. When threatened with being put onto monthly terms, I retaliated by threatening to look for another provider. Suddenly, I could have the offer by e-mail. Hasn't arrived yet, and I'm inclined to look elsewhere anyway, given the underhand way in which TT tried to get me to stay.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Shropshire TalkTalk  
Customer service really lets them down! Can't understand you or me them. Make mistakes with your bill, on the phone for over an hour to get it corrected and next month they add it back on my bill. I just give up!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Basildon TalkTalk  
We got talktalk within the first two weeks our hub stopped work they kept telling us the new hub was on its way but It wasn't then we got the new hub we were meant to get 3 months Compensation but we never they canceled the compensation without telling us the worse company I have ever dealt with
  • Reliability
    3 stars
TalkTalk  

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