Avoid Talk Talk like the plague. Their customer service is appalling, far more trouble than they are worth. Lost count how many times the service went down, and 3 months after leaving them they still owe me money...
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- You can add to your package with a variety of flexible service 'Boosts' including extra download allowance, calls or mobile minutes
- All broadband packages include some UK calls
- Prices don't include phone line rental
- Free customer and technical support.
Best selling TalkTalk broadband deals
- Broadband + PhoneTalkTalk Simply Broadband
- £30 setup + £2.50/mth
- Includes phone bundle*+ £15.40/mth line rental, or £10.50/mth if you pay 1 year in advance Pay for the calls you make or add Anytime calls from £5.50/mth
- Up to 16Mb max speed
Or Call 0800 049 7866
- Broadband + TVTalkTalk Essentials TV, Unlimited Broadband & Calls
- FREE setup + £7.50/mth
- Phone*+ £15.40/mth line rental, or £10.50/mth if you pay 1 year in advance Evening and weekend calls to UK landlines and digital TV*70+ Freeview channels (+4 in HD) + add extra channels including Sky Sports and Movies Free YouView box - 7 day catch-up TV; Pause & rewind live TV - up to 30 minutes; On-demand content.
- Up to 16Mb max speed
Or Call 0800 049 7866
After a nasty hiccup in the mid noughties (where it failed to properly prepare itself for the amount of people that went for its 'free broadband' campaign, leaving many unconnected and decidedly miffed), it has recovered well. Its prices are competitive for both straight broadband and telephone deals. But while cheap, it may not make you cheerful when things go wrong: support can leave a bit to be desired.
It was launched in 2003, after the consumer arm of Opal Telecom was bought and rebranded TalkTalk by The Carphone Warehouse. Through a series of acquisitions (most notably AOL, Tiscali and Pipex), TalkTalk became one of the biggest names in UK fixed-line broadband.
TalkTalk has become the third largest ISP in the UK, behind BT and Virgin Media, with more than four million customers. The TalkTalk brand stayed part of Carphone until becoming a wholly separate company again in 2010, merging back in with Opal's business broadband company.
In early 2011, TalkTalk said 90 per cent of UK households could now enjoy 'unbundled' broadband on its own network, with its equipment being in more than 2,000 BT exchanges. This LLU (local loop unbundling) technology should increase broadband speeds for its customers. However, speed has been a constant thorn in TalkTalk's side, not least because of acquiring many customers on slow services – particularly from AOL. Customer service issues have also led to customer dissatisfaction and a small drop in subscriber numbers.
While the 'free broadband' offer is long since past, its recent pricing relaunch introduced an interesting 'Boost' range of options which allows you to bolster the standard package by paying for extra download capacity, extra call time or even extra mobile call minutes.
I wish I could afford be broadband as it has best reviews.. Sadly I cannot work due to health and talktalk is only option with value line rental and cheapest broadband and TV.
I moved in, in June.. Talktalk said there will be no charge for new line and no charge for tv engineer and £5.50 off bills for 6 months for joining at promotion.
BT set up the line.. They stayed for hours saying "the tests are showing you will have bad broadband connection we won't leave until we are happy as it's very unstable... They called talktalk to say they connected the new line but it's unstable. Talktalk said "that's OK it's a new line not set up on our end your free to leave". They left not too happy but talktalk told them it was OK.
A week later I got the tv installed.. And bought a phone the day before so I called use the phone.
Tv engineer installed tv surprised that talktalk didn't give me self install option, then he tested the internet test channel.... He said it was the worst pixel and bad internet he has ever seen, although it was jealous that Manchester get extra freeview channels (132 channels here)
He got a device to "listen" to the line.. He said it was one of the worst noisy lines he heard in years. He said he will book an engineer to repair the line.
Talktalk on the phone (he past to me as they needed more details) said sorry I was having problems with new line and they will send a text within 48 hours with results of tests and when an engineer will call.
The next morning I got a call from a BT engineer saying he has repaired something outside and asked to come in to check the line.
He checked the line and said it's now fixed but there's still broadband errors on the line so you will need to get back to talktalk about broadband engineer. However calls and phone will now work without any problems as had to replace wires.
Talktalk then CHANGED me for tv engineer.. After 3 weeks and 20 emails with screenshots of the deal they have with free install they realised and credited the account.
Now In end of July, I said I can't watch talktalk tv as it's pixilated.. Broadband dropping videos buffering and can't get past 2mbps when I was promised 6.5mbps minimum and 10.5mbps maximum
Tv needs 5mbps minimum (don't have computers and phone was off wifi and ps3 was unplugged so nothing was using bandwidth.
The confirmed that I had 652485 total errors seconds in space of 3 days. They said it should never be above 10 in a whole hour but I was almost in thousands.
They sent replacement router and said "we are unable to find the cause and we can send an engineer out, but you would be charged as the whole line would be replaced."
New router came no changes.. But I refused to pay £50 as I cannot work and cannot afford to.
Then talktalk said "ok with tv we have a new service we would like to test this on your line it may solve the pixels as it will no longer need 5mbps and should run from 3mbps. You are now synced at 6mbps as we changed your profile.
Now in novemeber. Tv still randomly gets few jumps and pixels but it is far better.. But still thousands of errors.. But my ps3 and talktalk tv are both working so didn't bother complaining more.
Until few days ago for the bill due 25th novemeber I am still £20-30 in credit from the credit of the mistake they made with fee.
My bill came to £75.50.. What the?
THEY RANDOMLY CHANGED AN ENGINEER IN OCTOBER?
Got on phone.... Useless.. Got via twitter and suddenly they were helpful to try fix it? (Probs as everyone can see it)
They claimed the charge was from mid July when the tv engineer called the openreach engineer who fixed the line.
I complained saying
"I was not told of charges, it was a new line with faulty wires and it was repaired why am I being charged"
TalkTalk: "we are unable to say if you will or will not be charged until they arrive at your home but we do advise all customers may have a charge for the following: the fault is within your home or garden, you do not let the engineer in, the line has to be replaced, damage to equipment in your home."
I then replied : "can I ask why I was charged? As 1. This was repaired outside and I let the engineer in when requested and he was happy fault was fixed.. I was lucky I was in as talktalk failed to tell me he was even outside repairing the fault. Also can I ask why are you deciding to charge me now in novemeber when this was meant to be in July? If I knew sooner I could have got cctv footage to prove he repaired it outside and I let him in. Please can you look into the matter as to why I am wrongly charged. I am now unable to pay for bills and food and if I'm charged I request a refund to my bank account"
TalkTalk "the charges are valid and I am unable to credit your account. You may have been charged if you had a fault on your home boundary including your garden and home or for denying access to your home. As the charges are valid we are unable to credit your account. We are also not able to refund to bank accounts by any means whether valid or invalid. Thank you for contacting talktalk"
I replied "can you let me know as to what was the reason why I was charged? The openreach engineer fixed a problem OUTSIDE. I live in a high rise flat, there is no garden and all wiring in the building is communal/belongs to landlord. The only wires belonging to me is from the landing to my door and then from the door to the master socket. The engineer did not or could t touch my "owned" wires as I had to unlock all the doors to get him in the building and all he did was check the sound on the line with a device. So please can you investigate what reason was that I was charged "
TalkTalk "the charges to the account were valid. However as a gesture of goodwill I have credited your account. If your bill this month has been printed to the system you will be charged £45.50 total and the credit will go onto the next bills. If however the credit goes in beforehand you will not be charged for the bill this month as you are in credit until the next month. We are glad that your problem was sorted out and thank you for contacting talktalk."
So... THREE times they said the charges were valid.. But somehow couldn't tell me why?
And this was the SECOND time they charged me for no reason by mistake?
Oh.. And my internet was never fixed anyway so I was basically charged for nothing if it really was valid.
I hope that today talktalk don't take money out.. As then Christmas is cancelled...
So yeah.. Thanks talktalk.. You ruined Christmas by charging me 4 months late for something you didn't even fully fix, and I see no valid reason to the charge as I let the engineer in after fixing something OUTSIDE the whole building.
Clearly talktalk made a mess and tried to claim it was valid to keep the money.. If they checked and it said it was valid.. Then surely they can tell me why? Instead they refused to tell me why.. And as soon I mention I am in a high rise flat and no equipment is mine.. They suddenly credit me account due to "goodwill"...
I feel I'm dealing with con artists here..... And I don't have any choice as can't afford any other company at all.
The only good thing is the sky channels and a very very slow functioning youview box that takes a good 30+ seconds to change channels or get the guide or settings up (or close them again)
Talktalk have made my stress level rise and my health now worse.. Now I worry I'm going to go in debt as only have £40 to spare for Christmas presents (only got my mums so far) .. And if they take the fee out... I have to cancel Christmas and panic about food and bills.
I suffer from health issues and can't work due to stress and mental health.. I will be making a formal complaint... As I was feeling sucidal thinking I'll be in debt or lose my friends as I can't afford Christmas presents for them... So...
I can no longer recommend talktalk to anyone.. While when I was living with my mum, I told everyone it was fast and reliable... Until she renewed her contract and nothing but problems for whole year and half.. Then i had moved.. And had NO CHOICE but to also go with talktalk. I wanted Virginia as don't need a landline.. But in Haigh rise flat they cannot supply.. So had to use talktalk...
I really hope I can get back into work ASAP so that next time I can get be broadband.
At the moment I'm paying £20.50 a month with sky channels (i paid line rental a year in advanced and put the equivalent amount in another bank account details so I will afford it next year etc) without the sky channels it's only £5.50 a month for broadband. While be broadband is £35 just for the broadband I need and phone line... Seems worth it if I could afford it though
BT, even if they managed to cancel an offer by delaying the BT infinity service, was giving me a good service with 74mb connection but it was around 46 pounds a month... too expensive for me in this period
Few days after passing to TalkTalk (and paying 120 pounds as advanced line rental) , TalkTalk sent me a sort of contract stating a not mentioned in the website 30 pound one off charge for Fibre -> first complaint as I have already fibre installed at home and there was no mention of this charge in their website or the order form received via email
1 day before starting the service, I phone TalkTalk and I am told that the installation day I will receive an engineer to check the line -> none arrives
During that day for more than several hours, I call them and a message is stating the service will be available in 5 hours I call the support and I was told someone is "manually" installing my services now
I call them again to complain for a dead line and a rude lady agent tells me that as up to midnight I am not active customer and I cannot complain or escalate to team leader. I want to take part in the survey after the phone call and the agent waits for me to close the call, as she is not allowed to close the call before the customer.
Day after: For their website, I have phone line but my fibre is a little slow. In the reality, my phone is silent like a fish.
I call them to complain and before working on the issue, they want me to test by removing the plate at the master socket. I work 12 miles from home so no case logged up to 19h00.
Eventually after voicing my deep disappointment in the TalkTalk forum I was promised a call back at 19h00 at 21h30 thy produces 2 rings on my mobile... not even enough time to answer but enough for TalkTalk to say they did call back
Day 4 and still no service I call them to have an update (and their support start with usual script listing the problem I reported and telling me the BT needs to visit my property to test the line to see if I have any fault. So no phone on Saturday and obviously no phone on Sunday. I am more than unhappy, I want to speak with the cancellation department and I am informed that as they had no time to investigate the problem, I will have to pay a cancellation fee of nearly 300 pounds, but if stay with them I have not to pay for the BT engineer and I will receive 27 pounds compensation... not even enough to pay for the temp mobile internet solution I use and all the calls I made.
Perhaps Monday I will have a BT engineer around that may or may not fix the issue and if it is not fixed the issue will go back to them for who knows how many day. So far, it is sure that on the 19th with BT I had phone and internet and from the 20th to the 25th or more no service with TalkTalk, I am not free to cancel with them and to move to another provider. My home phone rings somewhere but not at home. I prefer to avoid the description of their mainly Indian customer service and the knowledge of their support (the broadband password is written on the back of the router, they tell you without considering that on the back of the router there’s the wifi password, not the adsl credentials that are not needed with a fibre connection)
However with my surprise after 4 days after the failed installation and still without service I logged in my TalkTalk account and I noticed that I was billed nearly 3 poundsfor the first two days of NO service
I have been completely stressed out with BT and never want to deal with them again. Thank God my contract expires tomorrow. I am not sure who to go with for Broadband and Landline....What are your thoughts about using the Post Office?