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Raymond H.

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Experience: Computers & Technology, Home & Garden

Member since September 2020

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1 Review by Raymond

I joined TalkTalk to save a little money on my broadband service. I regretted my move as soon as the broadband speeds started to drop. Speeds were less than 6Mbps with frequent disconnections and a noisy phone line.
I first complained in May 2020 and was told the line was OK. I told them I wanted to leave TalkTalk, but I was told I'd be charged for cancelling the contract early.
In July speeds were slower, so I complained again. A line test came back as OK – But the lady taking the call said that the line quality was poor and offered to fix that by up-selling me a fibre connection. I politely declined and eventually (each call to TalkTalk lasts between 1 to 2 hours) she logged my complaint as a fault and I was told they had 30 days to resolve the problem and then they would contact me. If the fault wasn't resolved I would be able to cancel my contract with no termination fee.
I waited 30 days and rang back. I was told that the fault had been "resolved" two days after I'd reported it. I hadn't been informed. Then I was told it was my fault it was closed so quickly because I'd refused an upgrade to the more expensive fibre service to clear the fault.
My speeds were now dropping below 1Mbps.
They wouldn't accept the fault hadn't been dealt with effectively but they offered to raise another fault and I could wait 30 days again for them to resolve it.
I've had numerous communications with them but I'm always stonewalled. I can't talk to a manager because of Covid restrictions, and the promise of a return call is never realised. They are not signed up to the Communications Ombudsman scheme so there's no recourse there.
Some of the staff are nice but others are rude, vague, evasive, non committal and have no manners at all.
In short, spend a little more and save yourself a load a grief.

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