* Prices may differ from that shown
If you are tempted by talk talk offers like i was don't be tempted.
I joined them nearly 2 years ago when my contract is up i will not be renewing
I was tempted by there quick broadband speeds and half price for 6 months. so for 6 months it was £12 a month and then for 18 months its £24. for the price i get unlimited broadband, free calls after 6 to house phones and the basic tv package where i can record programs. If the tv package worked it would be a good offer. unfortunately about 60% of the time the tv box doesn't work. when you attempt to change channel it doesn't recognize what you are doing.
one day my house phone wasn't working so i rang them up and the customer service was appalling but they said they would send a engineer to check outside cables about 1 week later my house phone was working. the month after i received my bill and they had charged me £50 for the engineer which i was never told there would be a cost. i rang them back up and the man said we charge they have to be paid to which i said i wouldn't mind if i was told but i wasn't. i got a refund of the £50
i personally think talk talk are a rubbish provider and will not be renewing my contract
Joined Talk Talk due to the cheap deal they had on offer. Did look at reviews and noted the poor customer service that a lot of people had mentioned but my previous two providers had not exactly offered great customer service either so decided to go with it. Equipment was delivered when promised, set up was simple and everything worked as it should. Broadband speed fine so all was well. Within about two months a red light started to appear on the router and we would lose internet connection. At first this was happening about once every few days and a re boot of the router would fix the issue so i took no notice. However, over the next few weeks this was happening more and more and becoming irritating so i gave them a call. This is when a whole world of pain started. My first call involved re booting the router to that it was working again, the person i was speaking to on the telehone believed they had now solved my issue and they had done a great job even though i was trying to explain it would just happen again. After too many telephone calls to count and annoyingly having to go through the whole issue every time i called they agreed to send an engineer out. This was about one month after my original telephone call. The most frustrating part about this was every time i called they wanted to start from the original point as in re start the router to see if that fixed the problem. It was only when i told them i would cancel the direct debit and stop paying that they agreed to send an engineer out. I am a calm man so for me to get to this point takes a lot. Engineer came out and sorted within a few minutes. Apparently some settings had been changed and they could have sorted it without sending an engineer. Same problem happened again recently and it took me a full hour to explain to them that i did not need to re boot the router and go through another twenty processes to resolve the issue, they just needed to check my settings. At the moment everything is working so i am praying it stays that way. I understand that we may sometimes have issues but the time it took them to resolve this and the complete lack of understanding from the people i spoke to on the phone is unnaceptable.
I signed up with talk talk 14 months ago when I got my first flat. I had seen them advertising their broadband on the TV for £3.50 a month which I thought was a bargain. I signed up online which took around 5 attempts as it kept freezing when I got to the direct debit set up page.
I choose £3.50 broadband (half price for 12 months) and £14.50 line rental for 12 months. For £18 a month I would get unlimited internet and free calls to talk talk landlines on an evening and weekend. I didn't use the calls as I don't know anyone else with a talk talk landline but I did need unlimited internet. If you are going to use the phone then buy a call package along with your broadband as we made 5 short phone calls one month and it added £6.30 on to our bill.
The internet was unlimited however it wasn't as fast as I was expected and downloads took a lot longer than when I used to have a dongle!
I payed £18 for 2 months and then 3rd bill came and it was just over £19. I phoned talk talk who explained their landline prices had increased but they had failed to notify me. I let it go that once as it wasn't a massive price increase however over the 12 months my prices were increased 3 times even though I has signed a contract that stated I would only pay £18 12 months. After 12 months I decided to changed to plusnet as they were cheaper and I also got £74 cashback on topcashback for setting up broadband with plusnet (message me if you like a referral link for top cash back!)
Plusnet did the change over for me but I still had to inform talk talk. I phoned and explained I was changing supplies as I wasn't happy with their prices. The woman didn't speak fluent english and there was lots of noise in the background so I could barely hear her. She was very rude and was argueing with me. She then said would I stay with Talk Talk if they reduced my bill to what I was going to pay at plusnet! I said no as why should I be paying more for broadband if they could have offered me it at that price in the first place and stopped increasing my bill every 3 months!
I then received a letter the following week from talk talk saying 'we have been informed you are moving addresses and the new tenant is taking over your broadband with us'! I had been on the phone nearly an hour explaining I was cancelling for them to send me a letter stating I was moving address. I then had to call again, wait on hold for half an hour, and then explain to someone else who didn't speak good english that I wasn't moving I was cancelling. She was also very rude saying I hadn't explained this and I didn't say I was cancelling!
I have had to call 4 times in total and in the end asked to speak to a manager as I wasn't getting anywhere. They also explained on the phone that I would have to pay £15.50 a month for every month left on my contract. I had signed a 12 month contract and was changing on my 13 month so thought it was a rolling contract - month by month - after the 12 months was up. How wrong was I!! They had took it upon themselves to sign me up to another 12 months without asking or informing me that this would happen and it definitely wasn't in the small pint when I signed up. I spent another hour on the phone refusing to pay £15.50 x 11 (11 months left on my contract). I didn't pay it as they have the proof I had agreed to another 12 months but to anyone thinking of signing up please read the small print as they have decided to add it in there since I signed up.
It was a great price and a bargain to start with but the constant price increases, poor customer service and rude staff has put me off talk talk for good!
I recently moved flats and used to be with o2 broadband because I originally got a discount for having my mobile contract with them. It ended up being £23 a month and the broadband kept breaking all the time. So I found a deal through quidco with Talk Talk. It was £40 cashback from quidco, then if you pay the line rental upfront for a years worth it was reduced from £14.95 a month to something near £10 a month! Then also the broadband was reduced to only £3.25 a month for a year. I cant believe its so cheap, so I thought maybe the service wasnt great.
However, just a week after ordering the broadband, the line was connected without anyone needing to come into the flat, and a welcome pack containing a router and all the cables was sent. The instructions were clearly set out and there was no installation charge. It also comes with home internet security and has been emailing me all sorts of tips to keep the internet speed fast. I have unlimited downloads and the speed of the internet is very fast despite having two laptops using it for iplayer and other such data eating programmes. Included in my bill I also get free evening and weekend calls which is brilliant as it means that I can switch one of our mobiles to a cheaper contract. I am considering moving my mobile contract to talk talk as well as there is an excellent offer at the moment which is cheaper than what I am currently paying.
I am so impressed with the speed of the internet, and the ease of the connection. Also of the huge amount of money I will save compared to using o2 and the great service I have received as a new customer so far. I havent yet needed to use their helpdesk or phone them to ask them any questions as so much useful information has been provided without me asking.
When I acquired my first internet/landline service from Tiscali several years ago, I hadn't the faintest clue of how to set up either properly. Luckily back then, the help from Tiscali was just fine and everything was sorted, no problems with anything except little hiccups that are expected. Enter TalkTalk. I received an alarming letter stating that Tiscali's UK systems had been purchased by TT and that my subsequent service will be the same price and avoid a number or email change. I was sent a TT branded modem which was incredibly poor and caused me to call up the TT customer service for help after sending several emails (the address initially was difficult to find as you had yo go through all kinds of irrelevant trouble shooting topics). This all got me nowhere so in the end I scoured more reliable sources, bought a new router/modem and set up the connections myself. The 'new' modem they supplied short-circuited during a split second power-cut - I could smell that it had cooked.
For me, there has been no problems with the telephone side of TT. Free calls to other TT customers and a fair bill as well. However, since I rarely use the home landline, its sufficient to say that I may have avoided several problems or possible glitches and errors in the system. The online service is where they fall apart. First of its the mind-numbingly obtuse use of the words 'UNLIMITED BROADBAND' - its a 40GB limit - hardly unlimited is it. I found this out the hard way as there are 3 computer/internet users in my household who actively go online for social networking, watching youtube and emailing etc (no gaming). One month after some standard surfing of the web, a letter comes through as a 'friendly warning' that we have been using up over the 40GB limit that is proposed in the super minuscule fine print. Another month goes by and another warning, this time stating that my account has been forcibly 'upgraded' to a more expensive version of 'UNLIMITED' (80GB is still not good enough). I can admit that the fine print and smaller details should have been covered by myself in greater detail but when the word unlimited is thrown around with no mention of a.. whats the word.. LIMIT.. and the change of your service is done in such a conniving, knee jerk way, you gotta feel robbed. To avoid future problems (more expensive billing and unauthorised changes to my account) I went in search of TT website for a program that shows how you are doing when it comes to downloads.
This is when being an old Tiscali customer proves to be a major stumbling block. No 'my account' section available to me, therefore no help displaying a (probably inaccurate) download reading. Cue contact with customer service via emails. As with almost any technical support, I got the typical have you done this and that - the basics that you have tried even though you know it wouldn't help anyway. Next I'm asked to send login details, phone number, last digits of the card number used to pay, D.O.B, password.. you name it (these exchanges of emails usually take 2 days by the way) Then I'm either ignored or receive a reply where they are completely dumbfounded or ask for more details or even worse - claim the details aren't on their system. So its time to talk to a human being to get this sorted out. Oh yes, I managed to find a number and surprise surprise I wait several minutes listening to machines, hold music and all to talk to someone who speaks the slightest bit of english with a mighty bombay accent and zero knowledge of TalkTalks service, let alone computing in general. Minutes of fumbling around asking for the same details, even questions about the modem for no reason, are spaced out for a few minutes as you can hear shuffling papers, frantic conversations in Indian and what I'd bet my house on - numerous flipping through scripts. This as you'd expect, got me nowhere and eventually I gave up trying.
Which reminds me, the email system that TT use is rather unstable too - many times its unavailable, refusing login details, encountering 'mail server errors' and struggles to open emails. The internet speed is also rather horrendous at a measly maximum that barely qualifies as a 'broadband connection' - below 3Mps. The only strong positive they have is that for the most part, my internet connection remains stable and I can smoothly play on Xbox Live, stream videos and connect several items to the network.. other than that you're in the dark so I'd recommend against using TT unless you are desperate and have some clue of how to maintain your own internet setup.
Hi i just joined talktalk and i am pleased with my service. I joined with the 9 months halfprice call plan with unlimited broadband and calls. i also added 500 mobile minutes for a extra £5.00 at the moment i paying £26.75 for unlimited broadband and calls, 500 mobile minutes from my phone and line rental. i think its one of the best deals around and i have not even had one problem with my connection or phone line. the staff were very helpfull when i upgraded from the £3.25 to the unlimited package. overall its a great service and i think the time of there bad repuation will be over if they carry on what they are doing now.
overall the router they provided is excellent and gives a good range of wireless singal. the installation went smooth when the Techican arrived to install a phoneline and it was done within minutes and when he left i was connected up and ready to browse call and simply save money on my bill with the 500 mobile minutes boost
Now, when I moved to my current address there was no active phone line, a socket yes but no line. So it meant setting one up as I had no intention of using my mobile for all those 0845 and 0870 numbers, also I wanted broadband so there was another reason. After looking round the main providers it looked like Talk Talk had the best deal for phone and broadband so I went for the essentials package. The engineer visit to set up my line was booked and at the time I bought the package this was free. This date came the line was set up and all was ready..... or so I thought.
I have had many problems with Talk Talk but the main 3 are summarised below.
Problem 1 - the first modem
It was a D-link modem so should have been a good one but the problem was the label stuck on it with all the passwords etc to set it up was wrong. The passwords on the label did not match the ones the modem had been set up with and so I could not get my broadband up and running. A call to their call centre would sort that well after being in a phone que for 20 min I finally got through to someone and was able to get the actual codes I needed. Although this took another 10 min as I had to confirm my details, get passed through two other departments, both of whom insisted on checking my details again.
So the modem was finally up and running and my broadband was working, well I say working it was slower than a slow thing going slowly. Apparently I had been 'accidentally' sent an old modem by mistake in fact it was one that another customer had returned to talk talk. The modem was replaced with a huewi one. This worked fairly well as long as you only wanted a wired broadband as it did not work wirelessly.
Problem 2 - ex-directory request
On joining I had asked to be ex-directory which I was assured would not be a problem. Well as soon as my line was up and running I started to get marketing phone calls. Strange as only my family had my landline number at this point so I checked the online phone book and I was listed in it. I contacted Talk Talk only to be told 'that isn't possible you are ex-directory on our system' Well five weeks later I received a letter from them admitting they had made a mistake and hadn't put through the ex-directory request properly but had now been done. I could change my number if I wished but there was a charge for this service. Surprisingly when I called them about this they had no record of any letter, so I photocopied it and sent it to them informing them that I expect the number to be changed free of charge as it was their mistake, naturally they refused to do this so my number remained the same.
Problem 3 - the second modem
Well this 'new' modem also started to run slowly so after a number of calls to the entitled customer service line over the space of 6 months with very little to nothing being done about it I, by some divine intervention got a UK call centre. After this call I was sent a third modem, this, however, never turned up. Customer services claim it had been signed for by someone is Great Yarmouth. Well that is fine but I live in Watford. No replacement for this was sent so I was stuck with the second one as I did not want to buy my own.
Summary so far
So after those three (and many others) you can probably guess I am not happy with them and am in the process of changing my provider. In the 18 months I have been with them they have constantly come bottom of the customer satisfaction lists for telecom providers top and have come top of the most complained about to ofcom
So what about the rest of TalkTalk well this is my experience of them and other customers may differ.
The deal I went for was the phone and broadband essentials. This was supposed to give me up to 40GB of download a month (although I never used even a quarter of it) free evening (7am to 7pm) and weekend calls to geographical (mainland UK and N Ireland only), 0845 and 0870 numbers. They never specified the 'up to' speed for the internet and they still don't on the website you have to check it for yourself. This was for £20.30 a month (incl VAT and line rental). The package included the basic caller ID and voice mail. Calls outside the 'free call time' vary and there is the charge just for making the call as well. You can ask for a bar to be put on things like premium line numbers - very useful if you want to stop your 7 year old nephew (or your own children, husband, wife etc) voting about 20 times on things like the 'X-Factor').
What do you do if you have a problem with your service?
Abandon all hope of a useful answer. After the usual 20 min of being on hold and having a permanent loop of the same track you get the 'first line support' staff. Most of them are overseas call centres. Now I don't normally have much of an issue with them as for several companies they do give a quality service. However, talk talk's appear not to be able to solve anything that can't be fixed by 'have you tried switching your modem off and back on again?' After this failed attempt you are told they will pass the issue on to the second line technical support. Ok so a short wait to speak to someone else right? Wrong. You are given a different number to call, and told to wait 20 min before you call them. The second line support is not much better and I have been told that it was my laptop that was at fault for my slow speed. Well it worked perfectly fine and the internet was fast at my neighbour's who is with Sky so it can't be that. Then you are told that they will look into it and call you back in the next two days. Well I haven't called customer support since October last year and I am still waiting for 3 call backs. I think they have forgotten.
On line Forum
Now I wish I had known of this at the start of my contract. You actually get some very useful advice from here not only from the OCE staff but from other talk talk members. After the last debacle with the call centre I have gone here for any help. The only problem is the help is not in real time as the OCE staff only work weekdays and normal office hours and at times access to see your account details is needed to resolve any issues and only the OCE staff on the forum can help with these issues.
Well after the first month there have been no problems here and I have not been over charged. The first month I had been charged the £57 for the engineer visit even though I had been initially told it was free. After complaining about this and insisting on talking to a 'line manager' this was refunded.
As with all telecom providers if you decide to leave within your contract period they do charge you for the remaining time of your contract. Also if you go over your broadband limit for two months in a row during your contract they start to charge you extra for this.
Other Possible issues:
If you move within your contract period talk talk do not always allow you to take your number with you and it also resets you contract time as well.
Leaving talk talk
I am in the process of leaving talk talk after my 18 month contract expired. Even though my new provider is slightly more expensive I will be getting better customer service. However, since doing the deal talk talk have been very keen to talk to me and have called me at least once a day for the past week and a half always asking exactly the same questions and trying to keep me as a customer. When I informed talk talk I was thinking of leaving them their attempt to keep me was to ask me to pay £10 more for a service that is not available in my area. Not an offer I was prepared to accept.
Whilst the service sort of worked I would have expected better from them. The broadband has been slow a lot of the time and unstable at others. Also my landline has gone dead on a number of times. The call centres are frankly about as useful as a chocolate fireguard. My feeling is is that talk talk are cheap for a reason and it's that they are simply not as good as the other main providers.
We had our Broadband internet connection installed with Pipex around 2 years ago now and although the service wasn't great with Pipex it wasn't nothing compared to what we had to deal with when Talk Talk took over ownership of the company.
We received a letter by post explaining the migration service between the providers, and at this stage we was not required to do anything as all would be taken care of by Talk Talk.
All the problems began when suddenly without warning our Internet connection went down and didn't come back on, now as a regular user of computer system and networking I have quiet a good understanding on troubleshooting and installation of connections and networks and had checked all the obvious routes and knew that the problem lay with the new provider Talk Talk.
I began by phoning the company who in the initial stages told me there was no fault and that I was in the wrong! They continued to ignore what I was telling them and on several occassion's made abrupt and insulting comments about my knowledge of Internet hardware and software.
After trying to resolve the issue by phone for over 2 weeks I was then informed that they had no record of me as a customer despite the fact that 2 and a half weeks previous they had been providing my internet connection, strange!
At this point I was becoming more and more impatient so decided to write a formal complaint and sent it via post to there head office, it was then a further 5 weeks before I actually received a letter in response of my complaint which confirmed that had received my correspondence and would contact me shortly to resolve the issue.
I then heard nothing at all for another 3 weeks, at this stage I phoned up to cancel my contract and to request a MAC code so I could transfer my services to a new provider, they then refused to give me my MAC code unless I paid a cancellation fee of £149 despite this not been mentioned anywhere in my contact terms and conditions.
I cancelled my direct debit agreement with the company and wrote back to head office explaining that I was seeking legal advice with regards to the unfair practice of the company, they quickly responded and told me that I had been advised incorrectly and there would not be a cancellation fee after all.
Believe me as honest and valuable advice, do not ever consider using this company for your internet services unless you want to wait 30-60 minutes just to talk to someone (OUTSIDE THE UK), and are prepared to tolerate an inconsistent internet connection with varying uptime and slow speeds.
Stay away from Talk Talk :(
I signed up to TalkTalk home phone and broadband when I moved into my new flat. When I moved in there wasn't a phone line installed. I called BT and they quoted me £130 to install a line plus expensive broadband (£19 a month plus approx £12 line rental). TalkTalk offered a far better price at £50 installation and then only £19 a month including line rental. Also, because I asked nicely the advisor I spoke to gave me £25 off.
So far so good. The advisor I spoke to was very friendly and helpful and got us set up quickly enough. It took them about a week from the time of the first call to send out an engineer to install the line.
The line was faulty when it was first installed. For this I lay the blame on the engineer rather than TalkTalk. When we told TalkTalk there was a problem it was very quickly dealt with and our line was working flawlessly by the end of the next day.
The broadband wouldn't work when I first set it up but on phoning TalkTalk (which is free using one of their landlines) the advisor very clearly and quickly got it set up. He knew exactly what to do, was very polite and professional and I cannot fault his service.
Now that these issues are sorted I can happily say I've had no further problems with TalkTalk. Their broadband is very quick and reliable and the phone line seems to do the job. The major bonus I've found is that every time I've phoned them I've got straight through to an advisor. I've never had to stay on hold before getting connecting. Having spent over 20 minutes on hold to some utility companies this is a major bonus. Their advisers have all been professional, polite and easy to understand without strong, undecipherable accents.
Overall I would say I'm very pleased with TalkTalk. They dealt with initial teething problems quickly and efficiently and have always been helpful over the phone. Their prices are very competitive.
The Internet Company TalkTalk are absolute rubbish. I have been having issues with the internet for months and they have not fixed it. Internet pages will not load half the time and I have just written 1300 words on a DooYoo review only when I submitted it it had told me there was an error on the page and wiped everything I had written. Getting on hotmail is also virtually impossible with this company. I would rate them no stars if I could. AVOID.
I must say I have not purchased myself but I have had to try and sort out TalkTalk messes on 2 instances for elderly relatives. In each instance the problems were not resolved. Worse still they make clear promises to rectify the problems and you know deep down that they won't. Additionally when I compared the one old lady's bill to the BT tarrif she was getting well and truly ripped off! I chose not to tell her! I have moved my mobile away from Carphone Warehouse as there is a link. I would not take a TalkTalk phoneline or broadband even if it was free.
Long ago signed with Nildram. They were acquired by Opal and the service remained good. I am 2.4km from the cabinet and had 4.6Mb up and 1.2Mb down. Not superfast or anywhere near advertised expectations but perfectly useable. I live in a semi rural area and the line contention is minimal. TalkTalk come on the scene and I have 0.58Mb up and 0.08Mb down. Google searches and urls often time out. This is not useable. They have multiple companies that are not integrated and emailing customer services is a hopeless case, they took two days to look at my case and after four couldnt find my account! I have requested a MAC migration code as I am going to move to O2 who tell me I should get 13Mb up/ 1.2Mb down. It takes them at least five, yes 5 working days to issue the MAC code. Bear in mind mobile operators can do this at a touch of a button and they are much bigger. All in all a very disappointing experience but one I think will become all too common as they are answerable to no-one including the toothless wonder that is Offcom.
We have been with talk talk for several years, we had problems starting with them but the promise of top quality broadband and free calls make you slightly easier going on the naff service you get at the start. We signed up for 18 months and once up and running we were happy, the problems didnt really kick in until we came out of contract. (funny that)
October/ November time of 2010 we had terrible issues with staying online, on an average day our internet would drop out between 40 and 80 times a day. Frustrating to say the least. I made a call in to talk talk and they told me in no uncertain terms that I was out of contract and they wouldn't help unless I agreed to another 18 months, the answer was no to joining up again unless they sorted out the internet connectivity problem.
About Christmas time I got hubby on the case as I am, like many a bit thick when it comes to internet problems, I can do the basics but that's as far as my knowledge goes. He told them that while they were happy to take the monthly bill they could jolly well provide the service they were paid for. They finally gave in and sent us a new router. At last it would all be fixed. WRONG
The new router came and to be really honest this is the point where we should have run for the hills. It took anywhere from a few seconds to 12 minutes to load a single page, not a page that was image heavy just a normal page, like a dooyoo page for instance.
We complained again and again and have spent the last seven weeks taking the scenic route around the houses. I must speak to talk talk second line on a daily basis and have even gone to the trouble of put the number on speed dial.
Our current broadband speed is a joke and last week was registering a whooping
Download 218 KBits/s (27.25 KBytes/s)
Upload 113 KBits/s (14.125 KBytes/s)
The lovely talk talk speed test also told me with speeds like that I could download the following
Mp3 in 2.44 Minutes
Video in 8.15 Hours
DVD in 40.77 Hours
We have had an engineer apparently fix it and he did increase our download speed to a fabulous 219kbits/s
They got a senior engineer to look at it and he managed to increase our speed to 324 kbps, and that is where we are today. The only thing left for us to do is to let our feet do the walking as talk talk can't seem to fix it or don't want to, your guess is as good as mine. (maybe signing a new contract would have out broadband at lightening speed)
I'd love to be able to say talk talk are great, cheap, reliable with a great cutomer service, but I have spent years telling my children not to lie.
Below are the emails between myself and Opal Talk Talk.
dido.harding @ talktalkgroup.com is the email of the CEO and the press office email is below
pressoffice @ talktalkgroup.com
I can honestly say they have provided the worst service EVER.
Dear Dido Harding,
Please read the below emails.
To summarise - I ordered Opal Business broadband in December and am still waiting for connection. This has now outranked by far the worst service I have ever received.
Please get someone/anyone to call me TODAY on ****** to resolve this or I will be publishing the full details of this online and in printed media.
Sent: 15 February 2011 17:42
To: Press Office
Subject: Re: earlier conversation
Thank you for your reply. I very much appreciate your personal efforts with regard to this matter.
Considering the seriousness of this issue, I was expecting someone from the CEO's office to call me today. I really can't believe they haven't called.
You are the only person that I feel is taking this problem seriously.
Normally, I am a patient man but this is testing me and I don't, at this stage, think that it is unreasonable for me to request immediate attention.
If there is anything more you can do to move this forward as an urgent issue, I would be exceptionally grateful.
Keith & Nicky Sheriff
Shot By The Sheriff Photography
From: Press Office [mailto:pressoffice
Sent: 15 February 2011 17:29
Subject: Re: earlier conversation
Thanks for your email. I passed this over to the CEO's office earlier this afternoon and as soon as someone is available they will get in touch with you; I'm sorry they haven't be able to yet. I have asked for an update and will let you know when I get some more information.
On 15/02/2011 17:04, "ShotbytheSheriff" wrote:
Just a quick check, as it's now 5pm and coming towards the end of the day and nobody from the CEO's office has got back to me.
Good news or bad, I just need to be able to advice my staff when they can expect to come back to work.
Thank you, once again, for your attention to this matter.
Shot By The Sheriff Photography
Sent: 15 February 2011 14:36
Subject: Absolutely Awful Service
Firstly thanks for calling me back. Details below.......
Since sending the email below listing the catalogue of errors since I unfortunately picked OPAL/TALK TALK to be my broadband provider I have now had to put all my staff on unpaid leave as I have no work for them without broadband. The latest issue (after 1 and a half hours being passed around ) is that no one will take responsibility for this and are now trying to blame me for not staying at work over the weekend in case someone turned up - which they did - with no phone call.
I have kept a detailed diary, since December of the (now 14.5) hours I have spent on the phone trying to sort this out. I will be honest and tell you that I do work for the press, and intend to publish this in print and a You Tube video.
The point is - you are putting me and my staff out of business - PLEEEEEEEEEEEEESE HELP.
PS I'm sending this email from home as I cannot work from our studios.
Keith & Nicky Sheriff
Shot By The Sheriff Photography
Sent: 09 February 2011 09:34
Subject: Absolutely Awful Service
Opal Account No - ******
I ordered your business telephone and broadband service in December for fitting in the first week of January. I was called in January to say that because of the snow there were some delays by Open Reach in fitting the lines. I said I understood but stressed how important it was that we were not left without this service for long. The ONLY reason I picked you guys instead of Virgin was price, as they said they could get us up and running just as quickly if not quicker than you as they did not need to fit a phone line as it is a cable service.
Well here I am mid February spending all my time chasing you . Tomorrow the company that kindly left its broadband running when they moved out gets disconnected and we are going to be up a certain creak without a certain implement - if you get my meaning.
Nobody has been in touch with us to keep us informed. I have to keep calling your 08 number from a mobile (as I don't have a land line). When somebody does answer the phone I get passed around like a hot potatoes and nobody can call me back as "we can't make outgoing calls". Your sales guy sure picked up the phone quickly - and called me back .... funny that.
I have an electrician sitting around today to help route the cables through conduit - costing me money !
I don't know what else to say - do you think this is anywhere near satisfactory service.
I don't think Paul Lawton would think you are living up to - and I quote ......
"Opal has always been committed to delivering the very best 'business grade' products and solutions up and down the UK," said Paul Lawton, Managing Director at Opal. "Our rebrand underscores this commitment and allows us to draw on the great reputation and awareness that the TalkTalk brand is building. For the business division this is a real sign of intent to keep growing our business."
I have been told that someone will call me back - I have been told this before.
I expect a phone call TODAY telling me that it is going ahead TODAY or at worst will be fitted and up and running TOMORROW.
If you don't deal with this issue with the utmost urgency that this deserves I will be contacting Paul Lawton and the next time I photograph Dido Harding I shall make sure I tell her what I think of Opal/ Talk Talk.
I have been very patient and understanding with you guys - but tomorrow I get left without broadband which leaves me without a business till you get your act together and fit the new service you have promised to.
Keith & Nicky Sheriff
Shot By The Sheriff Photography
Signed up for Talk Talk a few months ago. I live right next to the exchange which already has the hardware installed and the flat already has a BT box in it. So I was quoted £40 for the install over the phone, discounted from the £80... So I went for it as I don't get virgin in my area (I really wish I did!)
Engineer comes... runs trace and connects me in a few minutes... so far so good.
Then the bill arrives for £105! I phone up straight away and then I'm politely told that I must be mistaken as they don't discount install fees. So not only was I lied to get connected but then I'm told that I was mistaken.... how dumb do they think I am, how bloody insulting is that!
Anyway, after numerous calls to try to rectify the problem and receiving snarky remarks such as 'I don't think so we haven't done that for years you must have misheard' I finally hit India..... Here I am asked to fax a document to them in India to prove it (insulted again!) I ask can I scan and email it as not many home users have a bleeding fax machine... I'm told no and if I don't like it I can cancel my service! (Wow)
So I use a web based .doc to fax client and send it.... nothing happened... called again and was told they didn't receive it. By this point I was fuming so I called the sales line and had a go.... Then I was asked to email the scanned document and finally given my discount.
What a pathetic company, they lie and deceive to get you in then hope you dont complain, if you do complain your made to feel like some scrounger.
My mother in law has just recently left them as she has major connection issues.... it drops about 12 times or more per day.
Word of advice... AVOID this company like the plague, there customer service is as helpful as an armless man trying to row a boat.
I could go on for hours but I think I shall leave it there!