ISP Reviews by tonykenny

One day I hope to be able to review the actual TalkTalk connection, but in the meantime we're still waiting for a complete installation and maybe even for a little glimmer of competence or interest from TalkTalk staff.

Our initial installation failed due to a fault at the exchange with the technician explaining that there would likely be a lot of people off in the area. He told to to contact TalkTalk later that afternoon.

On contacting TalkTalk, not only did they not have any clue what was going on but they were totally uninterested in finding out. Every time I call they just want to get me off the line. Eventually I did get a call from the 'back office' team who actually contacted BT Openreach to get a real update. The first and only time any member of staff ever took any interest. Also about the only time one spoke English! (He also had an English name for the first time!)

To cut a long story short. BT Openreach were waiting for parts to arrive but TalkTalk just left us hanging, no communication, no update, nothing. When we did get an appointment for the completed installation we phoned the night before to confirm and were told that the appointment hadn't been confirmed so we had to wait another 10 days. A few days before that appointment we get an SMS delaying the appointment followed by a letter telling us that there was no appointment.

In my latest call to clarify the situation, the call centre manager "Rajesh", either didn't speak enough English or was totally uninterested in my issues. he scripted apologies felt insincere and well rehearsed. He did not investigate properly and responded to my request to open a complaint with, "Thank you for calling talktalk, goodbye!".

To add insult to injury, because "the first part of the service has gone live", meaning they connected a phone line, we cannot cancel this farce without a £160 cancellation fee!

I only wish we'd visited this site first to find out just how poor TT are before embarking upon this misadventure!