Although a home user, I have been with Tiscali (now talktalk) business for the last 7yrs as I wanted a static IP and do not want to be restricted by fair usage policy. Pls note that the static IP has NEVER worked. I am hosting via other means!

This week I received a letter from TT, informing me they will not be able to provide the business service from 30 sep but will automatically switch it to a £14.99/mth 20mb 40gb limit package. my Line only gets up to 6mbs!

When I went on to TT's website, this package only cost new customer £6.99 whilst £14.99 gets unlimited downloads and both comes w new wireless router.

To clarify, I tried calling 08001079000 option 1 then 2 for existing. although the recorded message says opening hours are 0800-10pm 7 days a week, the line cut. (time was 1715h on sunday).

I tried again option 1 then 1 (for new customers) got through to an indian chap. Asked for my tel & which package I was interested.
I told him I am an existing customer and am calling this option because the option 2 did not work. He just blabbered 'it closes at 5pm on sunday' and hung up!

so I have decided. I am going to cancel talktalk and move on.

The service has been very reliable, only 2 cuts in 7 years. But their customer support, technical helpline and webpage is disgracefully crap.

I am now going to repeat this in all the broadband forum I can find.
Talktalk, shame on you for treating existing customers like that!

Hi James006,

I am sorry to hear of the way you were spoken to by a customer services agent. The disaplinary process is an internal matter and we can not provide feedback to customers on the actions taken. I can assure you that all reports such as this are taken very seriously and appropriate action is always taken. Should you need any support with your service in the future you may want to post on the TalkTalk forums where we can offer help and support.

Cheers

Em x

I completely agree! I have been a talk talk customer for almost two years, and fourteen months into the contract my router stopped working and I called, and I have a stammer, the young man whop answered the phone mocked my stammer, swore at me and hung up.

I later rang back demanding that talk talk take action about his behaviour and was told it was an internal process and that was that. I didn't even get an apology. Needless to say my new router took over three weeks to come, all at a generous £5 discount on my bill.

What a joke! Should have gone to Sky!

Hi Lucylucy,

The complaints procedure is located in the code of conduct on the TalkTalk website. There is a link bottom left to the document in full. This details the escalation procedure for you along with a name and address to write to.

Cheers

Em x

okay thanks.

can you give me the address also please where i can make a formal written complaint?

the man in the 'customer service' center said it was in acton somewehre in london

Hi Lucylucy,

We support customers online so I can't get anyone to call. Can you use the contact us link at the bottom of the forums page to report the fact you can not register and you have an issue that you need us to look in to?

Cheers

Em x

hi Emma

I tried to register on your forum. but as my accoutn has been canceleld, i've been told i can't join.

are you saying i can only get help if you havne't mucked up my account?

can you please get someone to give me a call? if you give me an email, i'll forward my number

Hi Guys,

I'm sorry to hear you've been having problems with your service.

As Huckster says we need you to register and post on the TalkTalk forums (www.talktalkmembers.com/forums) to assist with any issues. this means we are able to look into your accounts and make sure we have all the information needed to help. If you are able to do this then we will be able to help.

Cheers

Em x

I recently opened an account with TalkTalk and can only say that I am delighted with their service. My conection was seamless. I have had some 'drop offs' with my internet, subsequently called TalkTalk and they were so helpfull. They took me through the process of checking everything in an efficient manner. All I can say in response to the 'negatives' that I have read is that my experience thus far is excellent and I hope that it remains this way. Compared to dealing with Sky and BT TalkTalk far outweigh their customer service/care.

If you want help from TalkTalk, you will need to post to their forum. Emma from TT does visit this site, but just points people to their forum.

www.talktalkmembers.com/forums

If you are looking to publicise your issues, edit your post and change the subject to include Talk Talk as the first words.

Make an official complaint to TT in writing by recorded delivery if their forum does not work. Tell them you will refer this to the appropriate ombudsman which is OTELO.

http://www.otelo.org.uk/pages/4howtocomplain.php

I ordered a new phone line and broadband and it was set up. Two weeks later it had stopped working. Trying to find out why, it seems, is beyond talk talk's abiltiy. Five calls later I am still at a loss as to what happened and feeling only anger and frustration towards this company i was looking forward to getting broadband from. I have been passed from pillar to post, getting no answers from the useless advisors nont one of which has apologies. The frist person told me the account had been cancelled. No idea why. The second person said the account had been not cancelled. The third person said they would put me through to technical services. They put me through to a dead line. I called back only to be told talk talk was now closed for the day. This was just after 6pm on its’ paper work it says the company is open until 8pm every day!! So I call back yet again – all the while wasting my money using my mobile to call their non cheap phone line number – again to be passed to three different departments. Each department I spoke to got me to explained what had happened all over again and no one gave any answers. Finally I spoke to a manager. He was blunt and did not care at all. Again no apology. He said if he was me, he would leave talk talk!!! Feeling exasperated at not being able to find out why the account was cancelled, I asked to get it fixed. But oh no – this would be too much for the customer services centre to help me with – I (yes me!! – the customer) HAD TO CALL ACK MYSELF to a different number IF I WISHED TO TRY TO GIVE THEM MORE MONEY AND TO TRY TO SET UP AN ACCOUTntWITH THEM AGAIN. AFTER MUCH RUDENESS FROM THE MANAGER – CALLED Ash – I was told he could get someone to give me a call. Oh yes. Three days later and I am still waiting. I am so angry and frustrated. I can’t find out if they have charged me anything the only thing i can do now is to let friends, family and anyone else that will listen: don't use talk talk. the only experience i have had of them is rudeness, incompetence, indifference to causing stress to customers, and an unwillingness to proactivley try to sort out problems.