Talk Talk Broadband www.talktalk.co.uk Review

Absolutely Awful

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★★★☆☆

2.6 / 5

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47.8% of users recommend this

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Guest's review of Talk Talk Broadband www.talktalk.co.uk

★☆☆☆☆

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“Absolutely Awful”

Written on: 01/07/2012

I have now spent the last three consecutive days trying to get a problem sorted out with my broadband connection. Initially told it was a router problem and that they could replace my router with a free talk talk router. I said that would be fine. Then they stated that to get a free router I would have to sign up for a further 18 months contract with them..... I refused saying that I had been a customer of theirs for over 5 years. I was then told that they would need to do a line check and needed to end the call and that they would call me back the next day. They did so and I was informed that the line had been checked and reinstated and that I would not have any further problems. (After 25mins of conversation). Strangely enough, the same problem occurred the next day. Rang TT and they went through the same checks again. After 20 minutes the call got cut off so matter was not resolved. Called back again and further checks and another 20 minutes later was informed that it was a router problem. They could send me a free router, but that I would have to sign a further 18 month contract... I was of course furious because of that lack of customer support and the fact that I was paying for a service that was not working. I asked for a MAC code to end the contract. Informed that they would put me thorough to their 'Loyalty Dept'.... I then asked them to get the Loyalty Dept to contact me and they said it could not be done. After a further 2 minutes of talking they said that someone from the Loyalty Dept would contact me. I will be looking for an alternative Service Provider.

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M_Evans's Comment

Written on: 23/08/2012

I think lots of these big companies are OK as long as your scenario fits in with their flow charts; step outside that and you're finished.

My experience of Talk Talk is via Onetel, a concern who they acquired. I received an offer by Post, that was a tad ambiguous (At least it was to me), that purported to offer line rental and broadband. I queried whether the offer included line rental and was advised “You will receive no more bills from BT”.

It later transpired that this was not the case and so I advised Onetel that the contract was null and void, since they had gone back on what they told me. Onetel simply kept pressing for payment, even though I showed them the email they had sent me. At some point Talk Talk took over and after adding various fees, threatened legal action. My solicitor set them straight but I had to go that far!! A bunch of crooks in my opinion and based on my experiences, I would say it is justifiable comment, not libel!!

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Aniretak's Comment

Written on: 23/08/2012

My experience was very similar. They have called an engineer to sort it out and said it was free if there was a "genuine" problem. The "engineer" didn't seem to know what he was doing and just kept plugging and unplugging my router and phone cables. I got charged £60 for the visit and the problem persisted. After endless phone calls and hours on the phone they finally refunded it. It is a joke!

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