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“Not even if they pay me!”

written by on 07/06/2014

I was with Talk Talk since 2006. To be exact I started as Toucan customer first (extremely pleased, great service with no connection issues). Then Pipex took over (less pleased, not so great service but more expensive). Eventually Talk Talk took over. For the last 3yrs I had issues with my internet connection. It was dropping every 5min during the evening time. And step by step it got worst. The response of their technical support was a joke. Each call was ending up to a 3-hrs ordeal of speaking to technicians who would apologise time and again but doing nothing at all to resolve the issue. To cut long story short, after I agreed to a possible £50 charge -if the issue was due to my equipment fault- they sent an engineer. The engineer who came was extremely polite and the first who actually told me what everybody else was refusing to admit. That the fault was with the line and my equipment had nothing to do with it. He saw 20,000 (yes! twenty thousand) faults since the last time I had rebooted it. That was a couple of weeks before his visit. To demonstrate this to me he changed all the equipment, new router, new cables, new micro-filters, used his own -company Talk Talk- tablet and within minutes more than 100 faults appears. So, the issue was escalated. Two weeks later, and after receiving three messages from Talk Talk, that my fault was resolved I contacted them to advise that this was far from the truth as I was still losing connection at the rate of 3-4 times per minute! Streaming was simply impossible. Their response? "Our systems show that everything is fine with your line and there is nothing else we can do" (!!!). So after 8 years I decided to search for a different supplier. And what a miracle! On joining another supplier (for those who are interested it is plusnet) my connection is straight as an arrow! No issues what so ever!!! It hasn't dropped a single time! Not once!
I can now write my review with clear mind, away from the unbelievable frustrations I went through time and again (especially the last three months). I had -oh so!- enough of the rubbish customer service of Talk Talk. Their technical support is the worst I've ever experienced and I have good things to say for only one of their customer service representatives and the engineer that came to check the fault on-site. Everything else was dreadful. What a waste of time and money. They were excellent in collecting the monthly payment but completely incompetent to delivery what they were paid for. I wouldn't join them again even if they would pay me to! And I have a mission to convince all my friends who are with them to change. Already successful with two. And counting...

Disgusting and appalling service.

Oh! and a message to Talk Talk. Please do not respond to my review (better not reply at all) with this pathetic and ridiculous message to send a Facebook message so you can do something about it. There is nothing you can do. Well, actually there would be if I were still with you. The thing that you were always doing consistently. NOTHING! At least you can pride yourselves of one thing. Your continuous and utterly efficient INCOMPETENCE.