TalkTalk Broadband Reviews

Tell us what it's like to be a TalkTalk broadband and home phone customer. We welcome all reviews, providing they are politely and constructively written.

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Review Talk Talk Broadband
1.0/5 from 313 users. ( 349 reviews.)
Our independent average customer rating
  • Customer service (0.4/5)
  • Broadband speed (0.6/5)
  • Price (0.8/5)
  • Phone package options (0.7/5)
0 of 0 readers found the following review helpful
Worst company ever!!!
  · 15 hours ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 0/5
    Phone package options
I agree with everyone on here. They are the worst company I have ever dealt with. I have been with them for years without any problems (only because I never had to contact them!!) but in November they gave me a new 18 month contract and then the problems started. They have this wonderful invention they put on your landline called safecall. Great no- one can ring you without having to announce themselves and then wait til talktalk call you to see if you will accept the call. Just what my 92 year old mother needs!! If you ring anyone it withholds your number. All in the name of providing a good customer service!!! I tried to get it removed - 2 months later it is still on!!! I have rung the so called helpline until I have lost the will to live.So I moved on to emails and even wriiten a letter and has anyone had the decency to reply to me NO. Do not touch this company. They should be struck off!!!!
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0 of 0 readers found the following review helpful
waste of time
  · 1 days ago.
  • 1/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
I recommend everyone to spend a bit more money to go elsewhere. Completely useless. Had nothing but trouble since the start. Customer service keep passing the buck around. Cannot wait till our contract ends.

AVOID TALKTALK
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0 of 0 readers found the following review helpful
Useless - use a different provider
  · 8 days ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
Utterly, utterly useless from start to finish. Nothing but incessant problems which they are unable to resolve. Customer service team are completely clueless. Must have spent more than 12 hours on the phone to them with no resolution. Now trying to break my contract and 'unidentified issues' mean I cannot port my phone number to another provider. Spare yourself the pain - do not do it!
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0 of 0 readers found the following review helpful
Terrible customer service - avoid like the plague
  · 9 days ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 2/5
    Price
  • 1/5
    Phone package options
Talk talk are one of the worst companies I have had to deal with in terms of customer service. When I signed up for their broadband they sent me a sim card that I never touched, let alone used. When I cancelled my broadband I continued to be charged for the use of this sim card. I got in touch with them multiple times via the chat option but a refund was never forthcoming. I was promised this would be given to me, but each time I requested it I was told I had to contact them again in a week. Finally I was promised a manager would call me, which he did - while I was at work. I never received any reply after this, despite leaving further messages asking to be called back when I finished my working day. The strategy was clearly one of tiring the customer so much with the incessant need for further conversations on the 'chat' forum that the money would never be reinstated. I would never use them again (the broadband didn't even work very well) as anything you save in terms of monthly costs does not out-weight the awful customer service and incompetence of the company.
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0 of 0 readers found the following review helpful
The UK'S worst isp provider by a mile!
  · 11 days ago.
  • 1/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
Needed assistance from these clowns between christmas and the new year due to phone line being dead, and same as other reviews had to speak to overseas customer service operatives (deepest asia). Told me fault was in my equipment, anyhow after pointing out that the problem was with the outside line and not my phone coz already tested on relatives line. They decided to do some tests then got back to say problem would be sorted and phone would be up and running ,landline phone was then working great result but no broadband speed have dropped poor to very very poor and erratic now get 0.2mbs-7.03mbs. Before fault got from 7.00mbs-12.34mbs which was manageable if not ideal at this time am now waiting for an engineer to check out fault they even had the cheek to say if the fault was on my equipment i would have to pay for the visit I explained i wont be paying nowt. Their outside Line their equipment which was supplied at the time. How I lumbered myself with this company and how they are still operating is nothing short of a disgrace. Oh just got a text telling me if im not in when engineer calls i will be liable to a £65.00 charge, never mentioned all the hours attempting to speak on phone without an interperetor and they are after charging me for wasting their time.. .God wished I had never left Virgin.
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0 of 0 readers found the following review helpful
Dont touch them with a barge pole
  · 12 days ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Oh god I wish I had read these reviews before I signed up with this appalling company. I cancelled the tv package as they didn't do multi room, since then they have sent two engineers over to connect me and charged me £30 each time. I have phoned them more than 20 times and yesterday thought I had finally got somewhere only to be told today via email that an engineer is coming over to connect me. SHUT THE FRONT DOOR I DONT WANT THE FLAMING TV PACKAGE!!!!!!!!!!!!!!!!!! Don't ever ever ever go with Talk Talk they are the pits!!!!!!!!!!!!!
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0 of 0 readers found the following review helpful
AVOID AVOID!!!
  · 14 days ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Worst broadband provider ever, bad customers support, takes 1hour to only ask when they will be connecting my fibre broadband which i ordered 6 months ago. All the time testing line and telling to wait 48 hrs, then test again, upgrading router, wait 48hrs, booking appointments with engineer which comes on wrong day or not come at all... Told on online chat that I wanted to cancel my broadband with them and they didn't answer. Im going to report them and apply for a refund for this very very bad service. AVOID THIS COMPANY!!!!
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4 of 4 readers found the following review helpful
appalling
  · 16 days ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 2/5
    Price
  • 1/5
    Phone package options
I am appalled at their customer service, I have never experienced such a shameful, frustrating and absolutely useless customer experience in my life, I actually can't believe they are allowed to operate like this, hours of frustrating repetitive phone calls, calls dropped in the middle or pushed from department to department with zero result, NEVER BE TEMPTED TO JOIN for a cheaper alternative you will regret it from day one. Surely the regulators should be investigating such poor service
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2 of 2 readers found the following review helpful
Pray it never needs an engineer!
  · 19 days ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
Ok untill. It goes wrong, then you deal with technical illiterate morons who don't care about the customers. Even the CEO office pretend they tried to call you, when they didn't try. Only saving grace is the second line support, once you get to them, is good.
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9 of 9 readers found the following review helpful
There idea of customer services is disgusting
  · 20 days ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Talk talk are a f---ing disgrace for a company. They have nothing but contempt for their customers and need their operators licence removed immediately. I had an 18 month contract. All monthly payments were to be £27.00 per month, but they slowly introduced higher monthly payments without my permission or knowledge. In addition, The service I received when my land line failed to operate properly was appalling. Their call centre staff who are thousands of miles away and claim to speak English, unfortunately don't understand it. They tell you that any problems will be dealt with within 72 hours. It took three weeks to fix my problem. They promised me a meagre sum of £18.00 compensation that I refused and they never discussed ever again. I therefore contacted the ombudsman for communications to see if they could help. This also failed as Talk Talk do not recognise this organisation. I asked a number of Talk Talk staff to confirm the date that our contract would expire and their staff gave me three different dates. However, they did inform the ombudsman my contract would expire on the 6th November 2017. Unfortunately, TalkTalk have ignored this matter and are refusing me the right to move to a more competent and alternative company. One that treats its customers with courtesy and decency and most of all respect. I am sure this matter will have to be resolved through the courts or the national papers. If you are thinking of using this organisation. Please think again.
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4 of 4 readers found the following review helpful
Bunch of wa^kers
  · 22 days ago.
  • 1/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
They are nothing but a joke from day one !! they should be switched off !!
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3 of 3 readers found the following review helpful
Don’t sign with TalkTalk!
  · 25 days ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Can only reiterate what everyone else has already stated, nightmare organisation to deal with. Their help desk staff must be the most de-motivated of any company having to deal with endless complaints. After weeks of atrociously slow speed we endured appalling internet service over Christmas week, a helpful engineer finally came, spent an hour or so fiddling and connected a new router. The speed went up to 10.4 but slipped back after he left and we are back to the service dropping out again. What is going on?
We’re moving next week to Plusnet fibre so fingers crossed. The service can’t be any worse.
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3 of 3 readers found the following review helpful
talktalk
  · 25 days ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 0/5
    Phone package options
OMG I have never experienced such bad customer service from anything in my life, caused so much stress and frustration over a minor tech issue that to this day is still unresolved, I just gave up in the end, they were unable to activate my tv, it was comic book and unbelievable at times, can't understand how they are operating! biggest regret ill ever have, take heed, stay away if you want to retain some sanity, absolute disgrace
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7 of 7 readers found the following review helpful
Appalling customer service,
  · 26 days ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 1/5
    Price
  • 0/5
    Phone package options
No need for a long review, appalling service department, constantly loosing signal, poor speed if any... Hours of Your Life on phone to customer service.
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7 of 7 readers found the following review helpful
Appalling customer serviced
  · 26 days ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
Appalling customer service staff, can barely speak or understand English. They read to you from a card and are unable to understand if you veer away from their pre loaded replies. Ask to talk to a manager and be kept waiting 30+ minutes, then you are placated and lied to just to get you off the line.
Their complaints dep't is also based in Asia, so don't expect any satisfaction!
Their "cable" service is only to the main service box, then it is normal phone line to your property.
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6 of 6 readers found the following review helpful
Talk talk absolutely awful.
  · 29 days ago.
  • 1/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Have been with talk talk for a year. Was originally paying for a package worth £27 that allowed free weekend calls . However, I didn't need that anymore and just wanted to pay £20 per month for internet and broadband. For he past 4 months my Internet keeps cutting out and I've rang talk talk several times asking them to fix it.

The person on the phone goes through the same thing checking the Internet on their end asking me see the master switch and unplug this and unplug that. And then the Internet starts working again. However, I kept telling them that this shouldn't be happening and I don't want it to cut out again and I want this issue of the Internet keep cutting out to be fixed permanently. They then quote me £40 for an engineer to come out and fix it. I shouldn't have to pay £40 for an engineer to come out when I pay 20 a month for the Internet and broadband. They then finally agreed for the engineer to come out for free. But now I don't have internet for a week . And it's Christmas wtf. I'm so annoyed at talk talk .

Don't ever go with talk talk . Pay extra and go with Virgin because honestly they are the sh*test Internet provider ever !.

They are not loyal to their customers. Theyou are Internet is so slow and cuts out most of the time. Hate them.

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5 of 5 readers found the following review helpful
Talktalk Broadband services
  · 29 days ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
Avoid at all costs. As soon as something goes wrong you'll understand that you made a very bad decision joining them.

My phone and internet went dead. As my account was on my wife's name I used their chat service to contact them.

Assuming there was a woman on the other end they brush it all off telling there is nothing wrong with the line and were asking me to do all of diagnosis.

After an hour of me telling them is the line that is at fault and not the route I gave up and told them I was in fact the husband and I wasn't exactly a tech idiot.

Suddenly they managed to find a fault with the line. Sexiest apart I kept being transferred from department to department the entire afternoon spent dealing with them getting nowhere. I was promised a call back by a manager which didn't happen. I had to call them.

Again 2 hours and 10 minutes being passed from one department to another. All the time talking to managers who could not change my experience and then being insulted with £2 compensation. Only when I asked to speak to a person of higher authority did he find another £10 still half the cost that I had to spend to purchase mobile data.

To conclude don't be fooled by the cost saving as you'll pay in other ways.

Avoid avoid avoid. I am stuck on the contract I have no choice but soon as that is over never going to renew with them.

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3 of 3 readers found the following review helpful
For the love of god STEER CLEAR OF TALK TALK
  · 1 months ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Talk talk are an utter utter joke. Was cut off for three weeks, got charged £54 for the pleasure. They get foreign staff to ‘talk’ you thru any problems. Can’t understand a word they say so you get frustrated and end the call with no resolve as far as they are concerned they have done what they needed. Non existent call backs. Even standing by the router the signal is in and out. Very very very poor.
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2 of 2 readers found the following review helpful
Shocking service
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 1/5
    Price
  • 0/5
    Phone package options
I have been a talk talk customer for 6 months and have never been so frustrated with a service before . They never repaired this on going problem always another excuse . Don’t use them total rubbish.
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2 of 2 readers found the following review helpful
Worst company I have ever dealt with
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 4/5
    Price
  • 1/5
    Phone package options
Get what you pay for wth this company. Customer service is the worst I can’t even put into words how bad. Not even worth another second of my life.
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3 of 3 readers found the following review helpful
Rubbish
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
My internet is always down . Never ever works . £27 a month for it to be down more than it is working . £17 charge if your bill is late ? whenever I phone they never seam to know what there talking about . I’m ment to he having super fast fibre here . I wouldn’t waste your time and money .
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0 of 0 readers found the following review helpful
gone back on their promise.
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Talktalk promised us 14/12 would be switchover date from plusnets dire / slow broadband. we then got a txt from them beginning with 'GOOD NEWS' then telling us our switchover date was 27/12, delayed by 13 days later than it should have and more importantly, after xmas!!!
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1 of 1 readers found the following review helpful
What's going on in their heads?
  · 1 months ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
I must agree with everything the previous reviewers have said.
Talk Talk online chat support is a joke it takes at least 1 hour and nothing is decided.
I can't imagine what is going on in their "heads", you would expect that they would want to help the customer!

After months/ years of struggling with speed and dropping lines their engineer visited and told me there was no chance they could guarantee the speed and we needed a fibre connection. This was installed/ switched on at the nearest "exchange" and improved the speed, great no problem. BUT now after about 6 months the line is dropping which is frustrating.
From what I gather they rely on BT or Openreach to divi up the service needed by the cutomer, I presume they get a chunk of the extra cash I pay for the privilege?

Perhaps Talk Talk are not paying what they should and the provider is as frustrated as Talk Talk customers.

Nothing will happen until ALL their customers switch suppliers.
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4 of 4 readers found the following review helpful
Useless broadband
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Useless broadband;
I upgraded my contract with Talktalk couple of months before last x-mass and was hoping it will sort out my problems with speed, Wi-Fi connections or downloading however after committing myself to new contract for Fiber Optic with more powerful, reliable and faster broadband connection which they advertised and promised but frustratingly all the problems started again.
Speed fluctuations were even worse although in their contract they said minimum speed guaranteed of 18.6 Mb but I had even screen shots for less than 3 Mb.
Wi-Fi connection was so bad which we couldn’t connect to mobile, ipad or watch on line movies in the house although we contacted the company and requested the better router for internet connection but received the same cheap and useless router again.
We had on numerous occasions, engineers from BT and TALKTALK and they couldn’t find any fault with wiring or my computer but they were all agreed the problem was router and suggested to purchase Wi-Fi buster from talktalk and I bought power-line adapter kits plus Wi-Fi Range Extender which they cost me about £100 however still had those problems.
I contacted the Ombudsman organisation and provided all the documents and screen shots, they agreed there was a problem but still found in favour of Talktalk!

Fortunately my contract will finish in few months time and all the stress or nightmares will be over however I wouldn’t recommend this deplorable broadband company to anyone.


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0 of 0 readers found the following review helpful
The worst ever
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Let me start by saying how slow talk talk is..... such an annoying network to be on.
The customer service is also a disgrace, I had to cancel on an engineer due to a family emergency.... which was unavoidable! And talk talk charged me £50, even though I spoke to the engineer to cancel they told me I didn't speak to talk talk, even though the engineer was hired by talk talk.

After being passed from pillar to post through email and phone, the final conclusion was that it said in the terms and conditions they could take that money, even though they new my family situation which is completely heartless of them.

They are also not only slow but every box I've had with them is faulty.

Do not join talk talk EVER
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3 of 3 readers found the following review helpful
Terrible
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
I am too tired to go through everything! After several long calls to be told to go through the same process with no result. Then a visit from an engineer and a new router.
Still not working so the Indian robot on the phone then wanted me to go through the same crap yet again!!

ME NOT GOT BRAIN, MUST STICK TO SCRIPT!! responses

few months and still not great broadband for the high price compared to others.

I just changed to plusnet - UK customer services, cheaper and hassle free so far.
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1 of 1 readers found the following review helpful
Pathetic internet
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Every day the red light comes on and I lose my connection.. totally fed up but I am on a contract..... I cannot wait for it to finish.. utter shambles !!!
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1 of 1 readers found the following review helpful
Enough is enough
  · 1 months ago.
  • 0/5
    Customer service
  • 2/5
    Broadband speed
  • 2/5
    Price
  • 2/5
    Phone package options
Reported phone fault in Sept. It took a week to sort out with no feedback from TalkTalk.
Fault re-occurred in Nov. Could not get them to accept that this fault had re-occurred.
After ages on mobile listening to music and talking to staff who had no idea what I was talking about, I emailed the complaints department. They were even worse.
I also have problems with my tv box locking up regularly and requiring resetting.
I am now going to terminate my services even though I will have to pay a penalty for early termination.
I would be happy never to hear from TalkTalk again.
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4 of 4 readers found the following review helpful
Unbelievable poor communication company
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
Spent hours and hours with customer services trying to get phone and emails working. Staff has poor customer services training and poor English and empathy. And issues still not resolved . Pushed from pillar to post with hours on end spent where talk talk staff don't understand the customer. O percent quality service. Infuriating. Too tired and busy to spell out all that has happened, my experiences are similar to other customers who have written their Negative reviews. How have talk talk got away with all this in 2017? It must be terrible for customers who use this service when working from home.
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3 of 3 readers found the following review helpful
Talk Talk Don't Walk Walk
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 1/5
    Price
  • 1/5
    Phone package options
Cheap so price given as 1 (well done) but doesn't outweigh terrible, terrible, terrible Customer Service

I hate Talk Talk!

I rarely write reviews but Talk Talk have driven me crazy... GRRRR!
I was gong to leave for a better broadband speed elsewhere but got talked into staying by being offered a fibre optics, inc. TV package to fix everything and at a similar price to what I was paying. All sounds good.
But, struggled to get the TV to connect to the Broadband, a lot of messing about. The TV was in the next room which I think was causing the problem, the Powerline Adaptors seemed to struggle.
moved TV into same room and got a connection, moved it back and lost it and so on. I thought an extra adaptor might be the solution and this is where all hell broke lose as I decided to phone Talk Talk. I do not recommend this.

Not to bore you too much the first call lasted around 3 hours whilst checking my system on the call, no affect! I was offered a call back by CS, it didn't happen, I called again and said not happy to go through same checks, I went through same checks, no success, put through to a manager... Can I have an Extra Powerline? To be fair she was very polite on the 2.5 hour call. No Powerline though and told that reconfiguration would kick in over time but I would get a courtesy call at some point to see how things were.
I did get a courtesy call but missed it on my mobile, I called back, on my mobile, and said that the TV was working but cut out every now and again due to the wireless only just reaching. Would an extra Powerline help? .... We need to do some tests first when you get home she says, waited to be put through to a manager as strangely I did not want to repeat this for the third time. She then asked why I did not phone back prior to the courtesy call. I told her that I didn't really enjoy phoning them and was making do with what I had.
By this point and and hour into my third call I was becoming rather frustrated and said that if she was a manager she could fix it there and then and if she did not I would write a bad review (never threatened this nor done before) and spread the bad news and be angry for ever with them (guess what?), this resulted in offering the service visit of an engineer, hoorah! But.......there could be a cost, so the suggestion was that I called back when I got home to go through some computer tests.I told her no way and that I was now very angry and I was going to hang up and that the equivalent of a full working day had been lost on these calls by the and me. I hung up.
Would an extra Powerline worked or an engineer solved the issue? I do not know but I run a business and get upset about any complaint let alone three about the same issue. I think a physical visit to site might have been nice in this instance.
Anyway in typical English style I calmed down and accepted the occasional drops in connection and the still relatively low (but apparently acceptable - 25 or so) Broadband speed, that last call was about 2 weeks ago now. All was okayish.
I looked at my mobile phone bill today..... £30 odd pounds for the pleasure of calling the terribly frustrating and anger inducing Talk Talk. If only they could Walk Walk!


They are cheap to be fair but I would like to think that this review stops people from joining them, or at least questions their decision or even that they try to improve their CS. If something doesn't work God help you!

And here are a few more exclamation marks for extra impact!!!!!

Writing this has been amazingly cathartic, all is well again :-) actually to the point I'm going to copy it to other review sites.
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1 of 1 readers found the following review helpful
Bunch of clowns lead by the incompetant
  · 1 months ago.
  • 0/5
    Customer service
  • 2/5
    Broadband speed
  • 1/5
    Price
  • 0/5
    Phone package options
Awful customer service....i have had the wrong pricing advised to me twice, took time off work to be in for an 'engineer' who would charge me if i wasn't in.....they never showed and internet was switched on remotely! Then found out people couldn't call me on the landline....turns out they have changed my phone number, not told me and i had to call them to discover the number.....this is despite me asking many times to port the existing number. Was told the number could be kept.....then it can't....oh sorry yes it an but need new account. Go through new account process (from script...despite knowing a complaint had already been raised)....assured old number could be retained.....just had text now saying order cancelled because they can't retain the number. Absolute fools, all scripted, no idea what you are talking about, give wrong information and do not respond to complaints. I have wasted time on phone, wasted holiday waiting in and have lost my phone number. WISH I HAD NEVER MADE CONTACT WITH THEM.
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1 of 1 readers found the following review helpful
Worst service
  · 1 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
  • 0/5
    Phone package options
The worst service ever. Waist of time. Waited 5 days for connection, everyday had to call and tell that we still haven’t internet, everyday was promised that will work today, never was connected, 5 days canceled and orderder Virgin media, we never had any problems with virgin media.
It was a waste of time and money for calling everyday at least half an hour on the phone.
Never ever again.
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2 of 2 readers found the following review helpful
Winners! Worst Company Ever!
  · 1 months ago.
  • 0/5
    Customer service
  • 1/5
    Broadband speed
  • 1/5
    Price
  • 0/5
    Phone package options
Everything you’ve read about how bad they are is true. One level above a scam- should be investigated by Ofcom
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1 of 1 readers found the following review helpful
Terrible experience
  · 2 months ago.
  • 0/5
    Customer service
  • 0/5
    Broadband speed
  • 0/5
    Price
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I have subscribed to talk talk broadband just over 2 weeks a go. It is by far the worst internet provider I have dealt with so far. Internet stopped working since Thursday. Came back on Saturday and gone again today. Spent hours with customer service without any resolution. Need to pay £40 if I want an engineer to look at it or £150 if I want to terminate the contract. I cannot work while I don’t have internet. Need to wait 72 hours or more for a case manager from talktalk to contact re the issue. I am amazed how such a company can be still operating at this day and age
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1 of 1 readers found the following review helpful
Help please
  · 2 months ago.
  • 1/5
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  • 1/5
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Has talk talk gone into bankruptcy.? The company do not seem to be trading? Anybody know what’s going on?
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4 of 4 readers found the following review helpful
Disgraceful customer service
  · 2 months ago.
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I am a new customer and have been waiting since 10th of October for a working phone line (it's now 12th of November!). Despite many phone calls and empty promises, no one from this company will phone back and line managers refuse to come to the phone. I have tried to cancel my contract, but have been met with brick walls to prevent me, even being cut off 3 times despite holding for over 25 minutes every time! Have no idea how to proceed and l am a 72 year old disabled lady who very obviously needs a working telephone line. Abysmal company!
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3 of 3 readers found the following review helpful
AVOID
  · 2 months ago.
  • 0/5
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Signed up, waited for an engineer visit to connect new line, engineer came found telegraph pole at full capacity unable to connect me, informed me i would have to wait for openreach to do something (what or when unclear) NOT TALKTALKS FAULT

what is talktalks fault; I called talktalk to find a complete lack of English speaking or understanding call centre, then unable to tell me more until get engineer report sit and wait, fair enough!!
following day though talktalk inform me i missed the engineers appointment to connect my services and would have to rebook an engineer...

Again contacted talktalk this time via online chat, which after an hour I was passed to 5 different departments, spoke to 5 different people explaining the issue and giving my details each and everytime for them to say, I missed the engineers appointment...

I asked to cancel my services no less than a dozen times eventually got it cancelled asked about router return and told to call an expensive 0870 number to get a returns bag.

Wasted day waiting for an engineer, wasted time calling talktalk, wasted time online to talktalk, want more out of me for a returns bag.

All in all TalkTalk has proved to be the poor rated company people say it is!!
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6 of 6 readers found the following review helpful
Beyond Appalling. Huge regret ever signing up. Utterly shocking. No communication. AVOID!
  · 2 months ago.
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Beyond Appalling. Huge regret ever signing up. Utterly shocking. No communication. AVOID!

Re: Talktalk
8th November, 2017

To whom it may concern:

Complaint reference number 1-000004-952537-0

I now wish to assert my right to cancel my contract with Talk Talk with immediate effect. I believe there is an obvious Breach of contract by yourselves in this case (defined as happening where there is a legal cause of action and a type of civil wrong, in which a binding agreement or bargained-for exchange is not honoured by one or more of the parties to the contract, by reason of non-performance).
I believe in fact that there has been a fundamental breach of a contract i.e. a breach so fundamental that it permits the distressed party (myself) to terminate performance of the contract, in addition to entitling that party (myself) to sue for damages (should I chose to in due course).

In a nutshell, my basic consumer rights when it comes to broadband are as follows.
All goods and services must be of satisfactory quality, fit for purpose, delivered as described, and provided to a proper standard of workmanship. In other words, the phone, broadband (and consequently related TV services) should be provided as promised and should work.
Both parties must comply with the terms on the contract. If I consider my provider to be in breach of the contract (e.g. if I’ve not been delivered consistent and promised service) I have the right to cancel it.
The contract with my broadband provider must be fair.

Subject to the above I have the right to cancel the contract at any point – and in such dire circumstances I would not expect to pay a fee to do so.

So, why have things reached this stage:

The salient facts are these, which can and will be supported with extensive notes on telephone calls and livechats I have made in order to complain (including times, dates, and in several cases accompanied by full transcripts of the livechats with members of your organisation):

Despite almost 3 months of numerous and horrendously time consuming attempts to get ANY of the THREE parts of the service I signed up to (with accompanying expected high service levels which I could reasonably be entitled to expect to receive from a supplier such as yourselves), I still have NONE of them as promised.

Furthermore, despite my most determined and relentless efforts, it has proved impossible to fathom a way through your labyrinthine complaints procedures, escalations procedures, different departments and different stories (some would say “outright lies”) which I have been given by numerous members of your organization. I have endured numerous, futile and immensely frustrating calls and “Livechats” (usually with remote personnel in the Philippines and elsewhere who clearly are often unable even to access your own systems and CRM systems nor understand the technology or customer service processes properly), I have received countless (failed) promises of such things as “escalations to managers”, “definite resolutions”, “dates for service and equipment to be supplied”, “engineer visits”, “scheduled call backs from a manager” and many, many other such failed promises, yet STILL nothing has been provided in line with ANY of the services I contracted for.

In essence, 3 months ago, on 2nd August 2017 (see attached order confirmation from yourselves), I signed up to a TalkTalk package which promised: Fibre broadband (minimum speed 15mb/sec), TalkTalk TV (including a set top, recordable TV box, which an engineer was to install in person), and the package included Sky Sports at a significantly discounted rate for 18 months.

The “activation” date, i.e. when my phone number was transferred from my previous supplier (Sky) was 16th August.
Following activation the broadband was still not working by the following day and thus on the 17th August I made my first (of many) call to Talktalk to try to resolve the issue.
Since that date, the rest has simply been a litany of complete failures by Talktalk, resulting in my having a completely unreliable, snails pace broadband connection (which constantly “drops”), no Talktalk TV, no set top box, no SkySport, and seemingly no hope ever of resolving this despite endless attempts by myself.

In summary, after almost 3 months of endless, deeply frustrating and angst-ridden, tortuous attempts to get ANY parts of the service I signed up for to be available and to work, to date I have the following miserable outcome:

1.A line which typically provides barely 2mb/sec broadband speed (rather than minimum 15mb/sec promised, which it has never come even remotely close to reaching).
2.A broadband connection which CONSTANTLY disconnects (or as your Livechat people say; “drops”) – typically randomly dropping-out 15 to 30 times per day (as confirmed by your own livechat personnel – for example, by 1pm on the 10th October your livechat person “Donald” said my broadband connection had already dropped 15 times that day, and also confirmed that I was only receiving “2megs of broadband”, not the minimum 15megs I should be getting).
3.No TalkTalk TV at all – my family has been without digital TV for 3 months!
4.Unbelievably, still there has no YouView set top box ever delivered or sent to me! – thus we have had no ability to receive any of the channels nor services expected since the middle of August.
5.As consequence of the above, we have had no ability to record TV programmes, pause them, or stream them, etc.
6.We have had no Sky Sports – again as an obvious consequence of having never received/installed a TalkTalk TV set top box!
7.I also have spent endless hours trying to get resolution of these issues. I have taken days off work to be available for deliveries which failed to occur, for engineer visits which failed to occur, and day taken up simply in endlessly speaking and live-chatting with your well-meaning but utterly ineffective customer services teams (I have notes and full transcripts available for several of these utterly fruitless conversations).
8.I have constantly had a family in various states of distress and anger for nearly three months due such things as: the internet/broadband/wifi “dropping constantly” which impacts numerous important things in domestic (and even work) life, such as: work from home )become impossible), personal use of internet (utterly unreliable), use of internet by children for X-box and other such things (half way through online games they are disconnected and have numerous times ended up in tears), the lack of set top box for digital channels (and also, crucially, for recording, pause, rewind, playback etc.), and lack of SkySports for my young son (before being persuaded to move to Talktalk by your organisation’s multiple false promises we had Sky operating perfectly for 3 years, and SkySport was a key “icing on the cake” reason to move to move to Talktalk).


In summary, the decision to move from Sky to Talktalk has turned out to be the single worst decision I have ever made in 30 years of dealing with suppliers of services to my home. You service is beyond abysmal, and there is no possible light at the end of the tunnel.

It is therefore now far beyond the point at which I am prepared to settle for anything other than complete cancellation of my contract and a full refund of any monies paid to you.

Taking things forward from here:
Although it is on your internal records and CRM systems that I had already been in contact to complain from the 17th August (the day following “activation” of service, my ongoing complaints were first finally “officially” registered by you on 30th Aug 2017.

Bizarrely, the consequence of you knowing this official complaint date since all those weeks ago has NOT been that in the following eight long weeks your organisation actually managed (or even realistically attempted) to resolve any of the problems, but instead, that whilst Talktalk itself has singularly failed to contact me to attempt to resolve any of the numerous issues and complaints above (and despite promises verbally in an livechats which I have full transcripts of), your organisation has now sent me a letter pointing out that since you are aware that you have failed to take any successful actions to resolve any of my issues for over 8 weeks, I am now able to complain officially via the Ombudsman/CISAS! Would you not have been better actually solving the problems during those eight week rather than sitting on your hands simply waiting to be able to write to tell me that I can now officially complain!


The facts are that all broadband providers (such as yourselves) are signed up to an Alternative Dispute Resolution (ADR) scheme, who will step in and resolve issues. As it has now been eight weeks since my original (officially registered) complaint and nothing is resolved, I should contact the Ombudsman Services for communications (ombudsman-services.org/sectors/communications) about the problems I’ve been having. An alternative is CISAS (cedr.com/cisas)

In addition to putting this whole shoddy tale in writing to the Ombudsman, I have forwarded this letter (and attachments) to your Chairman, your CEO, and to all the various other executive directors and non executive directors of your Company, namely: CD (Executive Chairman), TH (Chief Executive Officer), CB (Chief Operating Officer), KF (Chief Financial Officer), JG (Deputy Chairman), JA (Non-Executive Director), CK (Non-Executive Director), JP (Non-Executive Director).

I am forwarding/posting all the above details and/or summaries of my complaints (as a warning to others who may be contemplating contracting with Talktalk) on all the following places (this list is non-exhaustive)

Trustpilot Review site – (already posted)
Broadband.co.uk - (already posted)
Google review site
MoneySavingExpert and linked forums
TalkTalk's Facebook page, facebook.com/TalkTalk
Twitter at @talktalkcare and @TalkTalkBizCare
@MoneyTelegraph will be copied in to my tweets

Plus, Division and Department Heads of your own various relevant offices, including your Customer Relations Dept., Customer Complaints Dept., Customer Services Dept., at the following various postcodes: SO30 2PW, SO30 2NP, M5 0NH

------

I can be contacted immediately via the above complaint reference number. I hope (and politely suggest) you do this at your earliest possible opportunity.

Regards

Dominic Allonby, M.Sc.
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2 of 2 readers found the following review helpful
Bad service
  · 2 months ago.
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When you ring them they don't understand waste of time.
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6 of 6 readers found the following review helpful
Shouldn't be allowed to be in business
  · 2 months ago.
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I have nothing good to say about TalkTalk. I've been having problems with my internet ever since I signed up. It drops out constantly and they have done nothing about it. They said they would send an engineer and asked me to stay in or they would charge me £65, and no-one ever showed up. The customer service people read from a script and say the same thing over and over. Avoid at all costs. I don't know why they haven't been shut down. They don't provide the service they are selling. I'm having to submit this review a second time as the first time the internet dropped out....again.
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