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.
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