Goodbye to TalkTalk After 15 Years: A Cautionary Tale of Broken Systems and Poor Service

[jb212]

After being a TalkTalk customer for over 15 years, I've experienced a range of highs and lows during my time with them. I would like to take a moment to thank the support team here on the forum for their excellent service over the years. You have been great. You were a major reason why I stayed with TalkTalk for so long, but unfortunately, it's time for me to move on. Here are the reasons why:

1. The support team on the forum used to be empowered and incredibly knowledgeable when it came to TalkTalk's internal systems & process. They could quickly resolve any issues without giving customers the run-around. However, with the changing technology, they seem to have less control and are now reliant on and/or directing customers to third parties, which has removed the single biggest benefit for me.
2. I wanted to upgrade to Full Fibre, but TalkTalk's systems are broken. Despite CityFibre and TalkTalk showing it as available, one of TalkTalk's systems doesn't recognise it and doesn't allow anyone in my area to book. Also, TalkTalk is advertising non-symmetric speeds, but CityFibre delivers symmetric (same upload as download speeds). Unfortunately, TalkTalk couldn't confirm what they would deliver, only what’s advertised (which is based on OpenReach lines which are non-symmetric).
3. TalkTalk used to be one of the cheapest broadband suppliers, but now, their price has increased by a massive 77% vs what I have just contracted with their competition. I’ve had a 500/500Mbps symmetric CityFibre line installed for £22 per month (after vouchers), on a 24-month contract by one of the UK's biggest ISPs (PM me if you want to know who), TalkTalk's current price for 500/73Mbs is a whopping £39 per month… big difference!!
4. The final straw was the complete lack of ownership and incompetence of TalkTalk's customer service and loyalty team. I received extremely poor service, being passed between departments eight to ten times, lied to by agents on chat, and spoke to people on billing that couldn't answer basic questions, about billing! The loyalty team wasn't interested in helping me and just wanted to pass me around. Unfortunately, the forum support team directed me back to the run-around, so I gave up. After calling retentions and stating that if they couldn't resolve or own my issue during that call, I would leave.. they didn't, so I have since moved to another major ISP, who have so far provided me with fantastic service & support.

In conclusion, I'm sad to leave TalkTalk after 15 years, but the issues mentioned above have left me with no other choice, service really does matter. MoneySavingExpert is your friend if you want a good deal!

Good bye all!

[mrmos]

I'm afraid I'm approaching this point too. 

For the second time in a matter of same number of months, I'm experience very poor speeds necessitating another Openreach visit.  Trouble is, the system falls down when you try to book. 

Before this, I also initiated a new contract before the end of my last one but it got missing in the system and I'm ported to the very expensive standard contract.

The system appears overwhelmed! 

[Karl-TalkTalk]

Hi benny55

If you have any issues with your services or a support query, you will need to post your own thread in the Community.  Support is not given via PM, and we only check these when we are expecting a reply to our questions etc.

Thanks  

Karl. 

[benny55]

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@TorqueTorqueBIS wrote:

It seems TalkTalk is BLOCKING me to send you a PM!

Pff

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Hi, Did you manage to make contact? I've also PM'd without success!

[TorqueTorqueBIS]

It seems TalkTalk is BLOCKING me to send you a PM!

Pff

[Arne-TalkTalk]

Hi jb212

I'm really sorry that you have decided to leave us due to the issues you have outlined. 

I will feed your points back to the business.