I joined TalkTalk at the beginning of 2025 through CityFibre and, unfortunately, experienced ongoing connectivity issues from the start. Despite raising complaints, it took an incredible 10 months for someone to properly address and rectify the problem. Once resolved, the connection finally became stable — but it should never have taken that long.
We then moved to a new property, and the connection there was absolutely shocking. To make matters worse, I was incorrectly told that I was outside of my cooling-off period which is untrue, (we had to sign up for a new contract due to house move). After challenging this and mentioning that I would escalate the matter to the Ombudsman, they eventually agreed to cancel the contract (free of charge) so I could move elsewhere.
I will say that the Complaints Department staff were polite and friendly, and they did respond as quickly as they could. However, the fact that it took 10 months to resolve a core service issue is extremely disappointing and, frankly, embarrassing for a company of this size.
Based on my experience, I would strongly advise others to think carefully before choosing TalkTalk. I will not be returning as a customer.
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TalkTalk is a UK-based broadband provider on a mission to do things differently. Since entering the market in the early 2000s, we’ve challenged the status quo. Today, we’re still shaking things up – with fast, reliable, broadband at prices that won’t break the bank, and customer care that actually cares.
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