TalkTalk. Atrocious customer service
Discussion
Has anybody else experienced the atrocious customer service provided by TalkTalk?
I won't bore you with the full details, but I've been paying for their new broadband service since early May but I'm still receiving the old slower rate broadband which I had before. I'm still connected so it's not the end of the world, but since I've been paying for the new service for 3 months it would be nice to actually receive it.
My main complaint is that it seems impossible to contact their Customer Services to complain about the problem. I've wasted hours! I've dialled their 0870 number more than 60 times and each time I choose from the list of options and eventually hear the recorded message "Sorry, all our operators are busy", at which point the line disconnects. I did just once manage to speak to somebody and carefully explained the problem to her. She then assured me that she would transfer me to somebody who would deal with the problem and promptly put me back into the queuing system whereupon I received the same recorded message followed by disconnection. Infuriating!
I've also been emailing them for 6 weeks. The first time they replied after 5 days asking for security information which I had already provided. I replied the same day with the information but still haven't had a reply over 5 weeks later. Nor have they answered any of the 5 emails I've sent since then.
Any suggestions?
I won't bore you with the full details, but I've been paying for their new broadband service since early May but I'm still receiving the old slower rate broadband which I had before. I'm still connected so it's not the end of the world, but since I've been paying for the new service for 3 months it would be nice to actually receive it.
My main complaint is that it seems impossible to contact their Customer Services to complain about the problem. I've wasted hours! I've dialled their 0870 number more than 60 times and each time I choose from the list of options and eventually hear the recorded message "Sorry, all our operators are busy", at which point the line disconnects. I did just once manage to speak to somebody and carefully explained the problem to her. She then assured me that she would transfer me to somebody who would deal with the problem and promptly put me back into the queuing system whereupon I received the same recorded message followed by disconnection. Infuriating!
I've also been emailing them for 6 weeks. The first time they replied after 5 days asking for security information which I had already provided. I replied the same day with the information but still haven't had a reply over 5 weeks later. Nor have they answered any of the 5 emails I've sent since then.
Any suggestions?
I have used their phone service for a number of years and when they brought out the broadband service we tried to apply.
We had a letter confirming our order, but misplaced it. Unfortunately for us Carphone Warehouse denied ever having the order and that was that.
There is an email address on the Carphone Warehouse website for Charles Dunstone. Email me if you want it, I have used it and got a reply in 24 hours.
We had a letter confirming our order, but misplaced it. Unfortunately for us Carphone Warehouse denied ever having the order and that was that.
There is an email address on the Carphone Warehouse website for Charles Dunstone. Email me if you want it, I have used it and got a reply in 24 hours.
I sold my flat last December. I rang talk talk to cancel my broadband. They informed me that as I had not completed the year contract I would have to pay. This wasn't unexpected, and perfectly fair. I suggested to the operator that possibly the new owner wanted to keep the connection, and I would pay until the contract expired for me. This was acceptable, and I told them to cancel my contract when it was due to expire. I carried on paying until it was due to be cancelled, then stopped the direct debit. It didn't stop them trying to direct debit my account. I have since tried to contact them more times than I can remember. I have tried writing, E-mail, and the useless number the above poster has tried. The number does exactly as he says in that it just cuts you off. Frankly, I got so tired of trying to get to communicate with anyone I gave up. I am going to have one last go at sending a registered envelope to them and another E-mail, then just sit and wait for a small claims summons. I would love the chance to get them in court and explain why I haven't paid a bill that I shouldn't have, and how I have tried to contact them about it.
The E-mail address mentioned above would be very useful to me if you wouldn't mind sending it to me.
Thanks
As I was about to hit the submit button, it occured to me that I haven't tried writing a note and putting it in a bottle addressed to them
It could not be any worse than the system they have in place.
The E-mail address mentioned above would be very useful to me if you wouldn't mind sending it to me.
Thanks
As I was about to hit the submit button, it occured to me that I haven't tried writing a note and putting it in a bottle addressed to them
It could not be any worse than the system they have in place.Carphone Warehouse? I wouldn't warm my hands over the smouldering remains of the torched ruins of one of their branches. The only place I've ever been where an employee followed us out onto the street and screamed (fortunately unheard) abuse after us, after a perfectly reasonable query from a colleague about changing phone suppliers.
Add them to the list of businesses I will never knowingly give money to ever again, and I encourage others to do likewise. I hope they go bankrupt and that they all lose their jobs.
Add them to the list of businesses I will never knowingly give money to ever again, and I encourage others to do likewise. I hope they go bankrupt and that they all lose their jobs.
Oh My God finally someone understands my pain!
I ordered their package for the free broadband 2 months ago. Never got broadband and when i rang yesterday to fnd out why i was told that BT had rejected their order for it and i would have to call them to find out why. This was after 2 days of trying to get through their poxy telephone system. I disputed why i should ring BT when my contract and order was placed with them but they chap insisted. So i did call BT and got them to "Bring me back"
I wanted free broadband and if i couldnt have it then i didnt/dont want to deal with Talk Talk for the poor customer service. I rang them back up (again it took FOREVER!) and told them im going back to BT as they couldnt provide me with what i ordered and they had the cheek to tell me i have to pay a £70 disconnection fee!!!!!!!!!!!!! WTF!!!!! I dont freakin think so !!!!!!!
ARGHGHGHGHGHHHHH!!!!!!!!!!!!!!!
I ordered their package for the free broadband 2 months ago. Never got broadband and when i rang yesterday to fnd out why i was told that BT had rejected their order for it and i would have to call them to find out why. This was after 2 days of trying to get through their poxy telephone system. I disputed why i should ring BT when my contract and order was placed with them but they chap insisted. So i did call BT and got them to "Bring me back"
I wanted free broadband and if i couldnt have it then i didnt/dont want to deal with Talk Talk for the poor customer service. I rang them back up (again it took FOREVER!) and told them im going back to BT as they couldnt provide me with what i ordered and they had the cheek to tell me i have to pay a £70 disconnection fee!!!!!!!!!!!!! WTF!!!!! I dont freakin think so !!!!!!!
ARGHGHGHGHGHHHHH!!!!!!!!!!!!!!!
Talktalk - what terrible Customer service !
I changed from BT and to be fair they were no problem, it was only the cost saving that attracted me.
When I was lucky enough to get through, after at least a 20 minute wait, I first spoke to someone somewhere in India, the second time it was Bombay and finally a chap in South Africa.
Iv'e been connected now for three weeks and only hope I don't live to regret it. I will never get the 8mbps speed connection and neither will anyone else unless you already have it or live next door to the exchange, mine is 1.1 mbps that's because I'm at the farthest point from the exchange, that's what I had before and it will remain so.
Talktalk have overstretched themselves and I hope in time things will improve - my pc crashed trying to install Talktalk and that cost £35 to have an IT man sort it out - happy days.
Hope anyone changing has better luck.
I changed from BT and to be fair they were no problem, it was only the cost saving that attracted me.
When I was lucky enough to get through, after at least a 20 minute wait, I first spoke to someone somewhere in India, the second time it was Bombay and finally a chap in South Africa.
Iv'e been connected now for three weeks and only hope I don't live to regret it. I will never get the 8mbps speed connection and neither will anyone else unless you already have it or live next door to the exchange, mine is 1.1 mbps that's because I'm at the farthest point from the exchange, that's what I had before and it will remain so.
Talktalk have overstretched themselves and I hope in time things will improve - my pc crashed trying to install Talktalk and that cost £35 to have an IT man sort it out - happy days.
Hope anyone changing has better luck.
I had the misfortune of working for the during college, I seen some very 'interesting' business practices, which I wont get too far into, The whole business was one big mess at the time, expanding far faster then they could handle, It seems to be a house of cards that could fall at any minute,
As a sales consultant there was no incentive to deal with complaints as if you didnt sell you were on minimum wage
Best thing to do is vote with your wallet and dont shope there and aviod the terrible customer care
As a sales consultant there was no incentive to deal with complaints as if you didnt sell you were on minimum wage
Best thing to do is vote with your wallet and dont shope there and aviod the terrible customer care
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