Review Time
Well after 20 years with TT it's time to move on, over the last 4 weeks I must have spent 15 hrs trying to sort my broadband, I'm coming to the end of my contract and god knows what's happened? promised Full fibre twice and twice cancelled. I spent spent over an hour last night and the same tonight...
NO more, time to switch, I have just spoken to 4 different people and then they said you need to speak to the loyalty team but they've gone home now they finish at 7pm!
The very worst Internet Service provider I have ever dealt with, only connected an hour and they could not give me my old phone number and spent well over 2 hours with many different agents contradicting one another!! One said the could close the order and restart it then passed to several other agents before they said it could not be done!! Maybe because its Friday the 13th!!
The very worst Internet Service provider I have ever dealt with, only connected an hour and they could not give me my old phone number and spent well over 2 hours with many different agents contradicting one another!! One said the could close the order and restart it then passed to several other agents before they said it could not be done!! Maybe because its Friday the 13th!!
I rarely leave reviews, but I feel compelled to share this experience to warn others.We left TalkTalk after months of unreliable service. The router worked intermittently, customer support was consistently poor, and as someone working from home, the outages meant I was unable to work for days at a time. Payments were always up to date, but the service simply did not function. Eventually, we switched providers and were told by TalkTalk that the account was closed.Six months later, completely out of the blue, I received a phone call saying we owed over £150 and that it had to be paid within seven days. There had been no prior emails, letters, or notifications. When I explained that we had not used their service for months and had already changed provider, I was effectively told it didn’t matter. Despite the router clearly not working on our end, TalkTalk claimed they could see “no issues” and refused to engage further.Wanting to be done with the situation, we paid the full amount to the penny after being told that once this balance was settled, the account could be closed.Shortly after, I then received an email from debt collectors stating we owed a further £74.52 as a “cancellation fee”. This was a shock, especially after being explicitly told on the phone that the previous payment would be the final one. On top of this, I continued to receive repeated emails and phone calls chasing payment, despite my earlier conversations with TalkTalk confirming the matter was resolved.I have now paid this final amount simply to wash my hands of the company and again requested that the account be closed.The overall experience has been exhausting and stressful. TalkTalk’s automated support system is useless, takes you in circles, and makes it extremely difficult to speak to a human. When you finally do, the attitude is dismissive, unhelpful, and clearly focused on ending the call rather than resolving the issue.This has been one of the worst customer service experiences I’ve had. Poor communication, aggressive billing practices, and a complete lack of accountability. I would strongly advise others to think carefully before choosing TalkTalk as a provider.
All is good when it's working but as I have discovered in the last year when it goes wrong customer support is nothing short of appalling. Over the last three days the service has dropped out every few minutes and the download speeds have dropped by two thirds. An hour was spent this morning online chatting discussing the issue which resulted in the agent suggesting it was a failure of the routers power adapter and a new one would be despatched! How could they possibly know? When challenged they agreed it might not be that and an engineer would be arranged. By early afternoon I had received no confirmation of an engineer visit as usually happens so again I used online chat. Guess what? No engineer arranged and no new power supply on its way. I then spent a further 2 & 1/2 hours online chatting, going round and round in circles as the agent persisted in suggesting it was a WiFi issue due to the location of my router despite my explaining I use a mesh system and that both WiFi and hardwired devices were affected. Even so I'm offered the opportunity to purchase a Mesh system! Then it was the number of devices connected. When challenged that of the 12 devices connected, ten were low bandwidth, such as my Hive heating hub, they agreed it seemed liked an Open Reach problem but still we went round and round for over an hour and a half before they agreed an engineer visit was needed. This is now the third time this particular fault has occurred in 12 months. On the previous occasions the fault was a connection in the Open Reach street green box. Prior to contacting support I had completed TalkTalk's own online trouble shooting, rebooting the router, checking cables etc. Explaining this and the fact that this is repeat fault and previously engineers have confirmed the home set up is good and identified a fault on the network means nothing. They will insist it's your WiFi or router location, number of devices, type of device, you need to pay more for a better service etc.....literally for hours. I understand that it is necessary for them to go through basic fault finding but it is clear that whatever you say is ignored/not read as the service agent just follows through a pre set script very politely telling you they are grateful to have the opportunity to help and bring the issue to a satisfactory conclusion etc. After several hours of this meaningless, condescending, insincere twaddle will have you angry and screaming in frustration.If you read my previous review of TalkTalk concerning my experience of interaction with customer support previously you may wonder why I'm still a customer. I wonder too. Enough is enough and as soon as I can my hard earned will be going elsewhere.
Checking my broadband speed online with TalkTalk they claim that it is fine. This is a total fabrication, as every other speed checker shoes below 10mbps, I am paying and used to be receiving 35mbps. Also getting through to the right department is a nightmare, due to the ridiculous computerised questions.
Talktalk Sent an engineer out, problem with broken wire outside the house, put in a new wire, then get my monthly bill with £75 charge for engineer added.. phoned and complained, they said wiring outside the property is my responsibility.. totally disgusting,, Talktalk will be leaving them
* BEWARE OF THIS COMPANY* This company are atrocious, i signed up with talk talk on 3/11/25 ( supposed 14day cooling off from contract) they sent out a router arriving on 15/11/25, connected on 17/11/25, same day wifi disconnecting constantly, no wifi on our mobile devices, intermittent disconnecting, time outs on downloading, absolute nightmare for the 4 days it has been in, engineer came out to say everything was fine and working correctly, however, once he left it all started again.. I have today asked talk talk to cancel my contract only to be told the 14 days are out from the contract date! This is a con as it took 12 days to send router and 2 days to connect.. I have also spoke to them about my 30day rights to cancel if no happy with the service, only to be told that i have again got to give them a chance to sort out the problem with their technical dept who have had 4 days to sort and still not working. Also have been told i will have cancellation fees and service charges if i cancel this, this can't be right surely ? I am not a vindictive person this is my first ever review but feel i must let others know just how bad and a con this company are. Use them at your peril! They also cut off calls half way through and disconnect the live chats without notice leaving you back to square one.. Really bad.UPDATE - As you can see their usual response below which i have attempted to contact them on the website address they have provided, only to have it say "Sorry something went wrong" call us on 0800 blah blah to wait hours for an agent. No surprise there then ! You really are mad to take this company on, but hey it's up to you, i'm just giving you my experience as many others have..
The TALKTALK broadband is much worse then bad. Just to open an email can take 15 minutes. Lets not speak about downloading 1 photo.The customer service is the worst possible. First waiting on the phone for 40 minutes, then you are passed over form one to another. The customer service do not have an idea on broadband, internet etc. By the end, they just ignore you and no resolution. Avoid the company and the worst part is the customer service.
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TalkTalk is a leading residential broadband provider in the UK, who also provide home phone, mobile and IPTV services. Our customers visit our website primarily to access our webmail services as well as manage their account. They also browse a wide range of content channels across our site.
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