Where do I start with this review. It has to be as long as it is because there has been SO many issues with this company, just looking and seeing the words Talktalk fill me with dread and anxiety. I have asked them to ban me from their services so if I ever lose my marbles or forget what myself and partner have been through we don’t accidently try to sign up years down the line.
So we had Talktalk at our old address, my girlfriend lived their first and it was in her name, initially I had no issues setting up here internet there. Easy as 1,2,3 guy came out, signed up for it online, no issues with internet, would of stayed with them for decades if what was to come never happened.
So I move in with her after we get married, at this point she has had Talktalk for around 4 years, no issues, good internet, fast and reliable. Please do not get me wrong I am a very patient man and incompetence is rampant in 2023 so I expect some teething issues, but what I experienced left me literally insane.
So I try to switch to new address online, nope sorry online system cant do that (no reason why just can’t) so I try live chat, nope can’t do that. I hate doing things on the phone because it always devolves into a he said/she said type of argument down the line. Anyway I ask the lady to switch to my new address, her name was Danielle. She repeats what I say and what I want word for word, seems very competent sets me up a new account in my name for our new address and closes the account for my wife.
Only issue with the call I would say is it took ages because they have to transfer me to 100 different departments no matter who you call will have to transfer you multiple times.
No problem right? Well I check the email shortly after of the confirmation and I see a completely different address than the one I gave her, somewhere near to my address but I have never been there or even seen its name, so I cant of given it wrong.
Luckily during our chat I remember that we got disconnected at one point and she rang me back, so I ring this number and get straight to Danielle. She says she must of clicked the wrong address on the system and that she will ring me back tomorrow, no issue.
Guess what, no call from Danielle and then I get on the text, live chat, phone calls to get it sorted. I get assured that my address is changed and that I will get an email. I constantly get transferred I have issues verifying myself because obviously I have the wrong address on the system. Everytime I either get hung up on, disconnected or pass through dozens of departments because apparently no one there has the authority to do anything.
So No email comes after being basically told I’m pestering them and that I should 100% be sure that its sorted. Guess what, no email comes, no confirmation. Still cant log on to my account (like all the emails say I can) because the address is incorrect and I don’t have all the details of the incorrect address.
Eventually my GO-LIVE date comes, no text, no email, no modem. I get in contact with them again, hours of swapping departments, issues etc.
Oh sorry btw we have delayed your modem because we are busy. At this point I ask to cancel, so I get told to ring up, so I ring up (all my calls are recorded automatically too so I have proof of all of these events) and tells me that I am cancelled now and that my services are over.
At one point I got told by the live chat person to ring the cancellation line and apologising for their incompetence, she told me they are closed at 8. So I ring up as she has given me the number at 7, guess what? Sorry we are closed. This is the kind of incompetence I am talking about.
So knowing full well that all these people just tell me sweet little lies I message/text and live chat to see if it is a couple of days later, no SIR your services are still active. So after going insane I managed to contact them a dozen more times until I get written confirmation in the live chat that its cancelled.
I literally had to get some extra medication from my mental health dealing with this, as I must have spent a full working week dealing with this incompetence.
So after it is cancelled I get a text about a week later from an engineer asking if he can pop over to install the TalkTalk, I text him no I cancelled it weeks ago, no response from him after that. Then a modem pops up. (I’m currently on live chat as I type this just trying to get them to send me a returns bag to return it and being switched through 100 departments to be told to ring up) I’m sure I’ll still get charged for it to because they can’t do anything right.
So finally I think the nightmare is over, I turn up at my old address to pick up some mail and there is a Talktalk box there with my wife’s name on it? So they sent her a TalkTalk modem after she cancelled her services. Good thing I found it otherwise I’m sure they would send debt collectors after us and charge us £50 and damage our credit because cancelling a service to TalkTalk means send us a new modem too.
Honestly I think I could work for TalkTalk now and know all their staff by name, I must of put in 40 hours in the couple of weeks before I started this service, I’ll surely probably be receiving modems for the rest of my life so I can start my own broadband company, I only have 3 to return right now.
So no I will never be signing up with them again or recommending them, they offered me £40 off my bill and £100 in amazon vouchers to let them sort it out, I laughed, like ill ever get them and the issue will just sort itself out, no chance. I would not sign up to them again if they PAID me monthly to have it.
If you have severe health problems like myself and get ill from stress, DO NOT GO WITH TALKTALK, I would of stayed with them for decades if it wasn’t for Danielle in sales messing it up starting the ball of issues spinning.
P.s Forgot to say at one point a lady on the live chat said she would get the complaints department to call me to sort out the issue, I got an email saying they would be in contact, that was over a week ago lol. Won’t hold my breath.
TalkTalk, once you're in, there is never going to be out.
