cancel
Showing results for 
would you rather see results for 
Did you mean: 
Need help?

Sitting on the fence.

Reply
91 REPLIES 91
Highlighted
Conversation Starter

Hi all.

I have been with Virgin since it took over from Cable and Wireless and have never moved supplier in all those years apart from takeovers. Now that UFO is here in York, I am thinking of jumping ship but one thing stops me, Talk Talk have such a bad customer service reputation. I have tried to pull down reviews for the UFO service but it seems as though there is little available about it except on here. Anywhere else it mentions ultra fast broadband but that doesn't appear to be the UFO service. 

Anyway, I have joined here to ask the question, is their customer service as bad as it's reputation? All I want is a fast reliable internet service with a wifi that doesn't keep dropping connections. Also, a company that will resolve problems quickly. Is that too much to ask for and expect when I'm paying for that? Had it still been Sky, I would have already joined and their reputation isn't that good, so you can understand my reluctance to jump ship. Can any of you shed some light on the reliability & quality of the service and Talk Talks UFO customer service, please? Many thanks to all whom read this and respond.

Highlighted
Community Star

Hi @deckhanddave 

 

There's a reason why you don't see much in the way of adverse reviews of TalkTalk Ultra Fibre Optic (UFO) service in York. It's ultra reliable. 

 

You've got a dedicated UFO Support Hub and a specialist UFO team on hand between 8am - 8pm on 0800 230 0219. Enter your post code to see if UFO is already available to you.

 

UFO Blog featuring everything that's going on in your UFO Community.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

Highlighted
Conversation Starter
Hi Gondola
Thanks for the response. I'm hoping to hear from a few people and if they all say the same as you, I will be moving. Can you let me know what the Wifi is like? Using their router, would it be better to use a different router and use theirs as a modem or is it reliable and gives a good signal? Have you had any downtime since you joined and how long might that have been? The thing is, if I move, I never want to go back to Virgin, ever. That's why I'm being so searching about this. Thanks again for your insight.
Highlighted
Community Star

Hi deckhanddave 

 

Your UFO connection will include the TalkTalk Wi-Fi Hub. See here for the full Test Report.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

Highlighted
Conversation Starter
Thanks for that Gondola. I'm going to read that Hub test report form front to back later on today when I can get some quiet time to take it all in. I really appreciate it.
Highlighted
Community Star

Hi deckhanddave 

 

Just to add that I'd suggest looking at the UFO Support Hub and select the Getting Started button. Tells you all you need to know about setting up UFO at your home. 

 

The fibre optic cable is installed bringing UFO direct into your home. There's an UFO Home Port that connects up to your Wi-Fi Hub and landline 'phone. The UFO Home Port does the job that a conventional modem does at the end of a metallic line.

 Gondola - Volunteer 2017-2020

To appreciate my help . . . If I offered a solution Best Answer

Highlighted
Chatterbox

I joined TalkTalk a little while ago before my fibre had gone live, same reason as you constant troubles with virgin connection been intermittent, I am still on copper until 17th when the UFO engineer installs my FTTP which in now live. the support from TalkTalk has been excellent compared to virgins which I found hopeless, I have found the supplied router to be fine, I can get a wireless single in the garden which I couldn't with Virgin Media Hub 3. 

Highlighted
Community Team - TT Staff

Hi deckhanddave,

 

Welcome to the Community. I hope you decide to go for UFO, I'm sure you won't be disappointed 🙂

 

Chris

Highlighted
Conversation Starter

Whoooooaaa! I'm going all Humpty Dumpty and slipping off that fence! 😮 I've got one of the York sales team calling round on Monday. Virgin have been given notice and it's dated the 9th Feb, not soon enough for my liking. That drop is looking way less scary than before. I've had so much trouble with Virgin that they sent me a new router. Now I can't do my internet banking but Virgin says "It is most certainly not Virgins equipment that is causing this." Funnily, I can do it if I disconnect from Virgins broadband and use my phone as a hot spot with it's Wifi turned off and on my mobile data but it's still not Virgins fault. I've had cable since it first came to York as Cable and wireless then NTL and lastly Virgin. That's over twenty years of continuous payment month by month. So, that drop is a big one. I hope I can find the support on here for the various problems I will probably encounter during setting everything up but it's 99% certain I'm joining you. 

Highlighted
Conversation Starter
Ouch! Bl**dy splinter in my aristotle!
Highlighted
Conversation Starter

Will be good to have you onboard if you do decide to join.    I honestly think if you do you will certainly not regret it.

 

The installation I had was fab, and all the other people in my street that I've spoken to were very happy with the install.

 

You may think that the speed is far more than you actually need, however, when you do download things that are massive you are very grateful when it takes seconds instead of 10 to 20 minutes.    Also the upload is fantastic,  I added 25GB of photos to my OneDrive.   I copied the files to my OneDrive folder on my C:\ which copied at about 55MB/s.  When it had finished copying, I checked and it had already uploaded the whole lot to my OneDrive (everytime it copy's a file, it uploads it - the upload speed to the internet is actually faster than it was for me copying from internal drive to internal drive).      I did another test the other day, and it uploaded at 80MB/s,  crazy speeds.

 

Let us know if you do decide to join deckhanddave.    The sales people do have some very good offers - sometimes you can persuade them to give you a couple of months free, or maybe free phone calls for so many months.

 

Like you I got cable in York when in first started in the early 90s.   However, it was actually Bell Cablemedia who installed it and then they got bought out by Cable & Wireless etc :).     The installation of Bell CM was very shoddy indeed, nothing like the TalkTalk one.

Highlighted
Conversation Starter

Hi

Thanks for responding to my post. I'm looking at resolving my broadband issues and nothing else at the minute. I don't give a fiddlers about the TV or phone but I have to have a reliable wifi and internet service. I frequently do online auctions, not the ebay type but auction houses live. I've had my service go down whilst bidding. Then there's my banking and email etc etc etc. I decided when I did this, that if I got rid of Virgin I was separating the tv and phone from it. Then I'm going to rebuild it up from the ground up. Plus there's my other wifi connected stuff like cctv, Alexa etc. Every day, my wifi drops something or another. Sometimes they come back themselves but frequently I have to reconnect them manually. I'll see how UFOs router does but if needed I'll pay for my own, maybe a nighthawk. I may even look at using a nest or wifi extender if needed. I'm hoping I don't have to but I will if I do. Then when this is all sorted I'll look at the rest.

Highlighted
Conversation Starter

Well, it's Monday and I'm feeling like a teenager going on a blind date! Sitting waiting to hear from the UFO rep before he calls. I told him I'd be in all day and all I needed was a quick call before he visits to make sure I'm here and haven't popped to the shop. That gives him plenty of scope to work me around anything that crops up, ain't I nice! Lol! There's that 20+ year fear of the unknown and the excitement of a new beginning with the hope that springs from that. The trepidation of what's to come, ie... setting everything up again and sorting any problems that trip me up. There's also a smattering of impatience to get started as I am now 99.9% sure I am joining UFO, for internet at least. I'm going to continue this post updating it as things happen. It may be of interest to others in the future who face a similar situation and want to use a crystal ball to see what the future holds. 

Highlighted
Conversation Starter

😭I just got stood up, sniff!. Just had a phone call to say he's been sent out of York as they've done some sort of system update and therefore can't do anything today. So we are re-booked for Wednesday. Not an auspicious start to our relationship (mine and UFO) but sh*t happens. 🙄

Highlighted
Community Team - TT Staff

Hi deckhanddave

 

I'm really sorry to hear this.

 

Please let us know how you get on on Wednesday.

 

Thanks

 

Debbie

Highlighted
Conversation Starter
Will do. Stuff happens, so I aren't upset over it. He had the courtesy to ring me.
Highlighted
Community Team - TT Staff
Highlighted
Conversation Starter

 I just had a thought. I don't know if anyone wants to have a read of the debacle going on with Virgin and myself but here's a link to my post on there-

https://community.virginmedia.com/t5/Security-matters/Finally-had-it-with-Virgin-I-sound-like-a-brok...

 

Feel free to have a read if it works and enjoy the sarcasm in some of it. Anyone checks it out, please post if it works, thanks.

Highlighted
Conversation Starter

Wow, really? No takers? WooHoo, Santa's here! Bye for now.

Highlighted
Conversation Starter

😂Well, Santa has been and gone. What a lazy boo*er he is too! Made me do all the work and sell it to me myself! Great work if you can get. We had a good laugh though and a few problems sorting things out but at the end I ended up signed up to TalkTalk UFO York. For a whole two years! 😲 at £27.50 per month! 😲 What have I done????😮 Oh yes! I remember,got free of Virgin Media! 🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣🤣😂😂😂😂😂😂😂😂😂😂🤣🤣😂😂🤣🤣🤣😂😂😂😂😂😂 

Ufo gets installed on the 28 Jan, so before Virgin have gone but I don't care so long as the two routers don't fry one another. As for the UFO rep, he didn't have to do anything as I had already sold it to myself and couldn't be bothered to grill him and interrogate him over things he probably wouldn't know the answers to. Normally it would be fair game to make him squirm a little but I'm just so glad to have finally broke from them. There's no worries of my giving back word or cancellation neither, I'm not into playing those games. Decisions made and job is done.