***TALK TO ME please... what's wrong with my broadband? (Talk Talk)

Member Name: curious_tan

Product:	Talk Talk
Date:	19/01/07 (1799 review reads)
Rating:

Advantages: Fast, cheap for international calls and all the inclusions in a package/scheme is clearly laid-out

Disadvantages: Customer service hotline is inefficient to handle queries

CHOOSING A WIRELESS CONNECTION from a range of existing providers is simple but tricky. It is simple in the sense that if you have an existing telephone line (landline), broadband could be easily installed and converted to meeting the households’/users’ needs. And it is tricky for people who have limited knowledge on how the system/technology works and how it suits individual needs in terms of price, schemes and the ‘inclusions’ for each scheme/package.

TALKTALK is getting popular nowadays, not only for its free 30 day trial period or for its cheap schemes/packages (both for line and broadband) but also for its inability to cope with the customers’ request for assistance during the activation period particularly for broadband connection.

My experience with Talktalk was like riding in a rollercoaster – having with ups and downs to install the broadband in my flat which took me almost 1.5 months to finally able to use it. This is not an unusual occurrence since most of the previous previews in the site identified several issues and problems relating to customers feedbacks and other technical aspects of the technology. To be fair with Talktalk and to provide my readers/consumers the right information in getting their broadband sorted out with Talktalk or even with other providers, it is valuable to discuss the UPS and DOWNs for having Talktalk as a broadband provider, and why I decided to wait for weeks to be repaired, instead of simply cancelling the service.


***UPS and DOWNs WITH TALKTALK***
Talktalk ads are everywhere and it is very easy to apply on-line (www.talktalk.co.uk). The site provides the basic FAQs on the salient features of the service, including a comparative analysis of its packages against other broadband providers in the region. Looking at those figures and being excited to have it in our homes at £19.99 (the cheapest one from the rest), why not make it a go and fill the necessary details for connection. Since, we (including my 3 flatmates) have the existing BT landline which we already paying at £11 per month, the on-line application was simply straightforward way and nothing will charge us in transferring from BT based on our preferred scheme/package. The application confirmation was sent in few minutes, including the details on payments, coverage of the package, and most importantly the ‘unique’ customer number.

Initially, this broadband connection was not my idea but from flatmate who happens to use his mobiles (2 units with contracts) everyday calling both locally and abroad; and staying late in his office to avail free internet which also allows him to use his ‘skype’ software for free calls using PC/laptop through internet connection. Since he will be staying here for less than a year, Talktalk did not approve his application; instead I was the one who pursued it, paying it through debit from my bank. So for having this connection, it will dramatically decrease my flatmate’s mobile bills, including my 2 top-ups units and one with contract with O2 as well.

For less than a week, we received a package containing the installation gadgets (USB, CD, personalized manuals, cables and modem), as well as the letter telling us the 3 basic steps in installing the broadband. My excitement to have it delivered cannot be ignored and as well as looking to the manual which my first name printed on the front cover was interesting! At first impression, it is really cool to be with Talktalk as I opened the pages, showing the things I need to know as a subscriber.

By the way, we did not include in our application the provision for a ‘modem’ or ‘router’ since my flatmate decided to purchased it from Ebay (less than £30) which is much cheaper than Talktalk (£49.99). Since the package contained the modem, we phoned the customer hotline and informed them that we did not order it. Luckily, there was no argument happened; instead the Talktalk operator explained to us that the package is standard and the modem is part of it. We were just advised to return it instead within 7 days upon receipt.

In the letter, it was also specified the date when the broadband connection will available. It tells us when Talktalk will be able to successfully transfer the landline from BT connection within 72 hours. Well, I can not remember the number of days passed when the BT engineer visited the house and informed us that the line is already fixed for Talktalk connection.

Having that, we immediately set-up the connection using the laptop of my flatmate. We successfully followed the initial 2 main steps as mentioned in the letter. But doing the last step - accessing the username and password (as provided in the letter), the system declined it or in other words, it is ‘invalid’ entries. We did it several times but the same message appearing on the screen. We immediately contacted Talktalk (08704441820) telling them our problem and they advised us to change the password (8 mixed letters and numbers). We obliged and took their advice, but having the new password, nothing changed using their modem and our personal router. It took us several attempts to communicate with Talktalk to sort out the password which we changed it for many times. In some point, I have to visit the Carphone Warehouse to borrow an extra modem just in case the modem that we have is defective. Well the good thing was I got the modem and other accessories free of charge!

In some point I told my flatmates that we have to cancel the connection and just find another provider or just have the BT for £30 monthly. I also visited Phones4u store (where I have an existing mobile contract) for the Pipex subscription for just as low as £20 for the same package.

I was really depressed that after several attempts to explain to the Talktalk customer hotline our difficulty in activating our connection, there was no assurance from them that the problem will be fixed in a shortest possible time. The other important issue with Talktalk is the waiting time to get feedbacks from the technical people. In several occasions, I phoned them and my calls were transferred to several people - telling them the same story and at the end of the conversation no one gave me a definite solution to the problem!

I don’t know but we patiently waited for several weeks for Talktalk find the solution in activating our line. At the brighter side, Talktalk valued its customers by telling us that a technical engineer will direct assist in setting up the connection. I thought that an engineer will fix it personally, but we found out that it will only be done thru phone calls. We were informed that for every personal visit will cost us £100, so we just waited for several days. Unluckily, it took us 1.5 months to finally have our connection activated.


*** FINAL THOUGHTS. To date, I don’t know what was the main reason for not being successful in our initial attempts to activate our account. But I suspect that there are three (3) major factors why Talktalk could not easily respond and act on the problems. First, Talktalk does limited technical manpower capable to solve the problems. There is a big backlog due to the influx of new users, thus Talktalk could not probably able to act accordingly. Second, the response of BT for Talktalk’s request for transfer is slow. I don’t know what the real arrangement but always the customers suffer for any competition exists between these two firms. And thirdly, the customer hotline database is ineffective to trace back the problems raised by the customers. It is annoying (like a broken music CD) repeating the same story from one operator to another – telling them the problems and no definite actions given.

DESPITE THESE DIFFICULTIES in the initial setting-up of our broadband with Talktalk, my flatmates and I are enjoying now the fast and hassle-free service connection for 24 hours and 7 days a week.

Summary: A little patience/tolerance with Talktalk