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.
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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.