If so you have sympathy.
Without doubt the worst company that I have ever had to deal with - and I 'm not even a customer .
It's taken two months for a broadband router to arrive at a relatives house. She was already with Talktalk for the phone so this was an addition to the package. Lots of false dates given for its arrival which culminated in one of the salesman who lurk in shopping centres checking her account and admitting it had never been processed. Another call to Talktalk who finally send the router but then deactivate the broadband on the line at the same time. This was done by the person sending the router. (Which is now a paper weight)
Last Thursday evening I spent three hours - yes three hours - on the phone to them being passed around various call centres on the planet culminating in a call to what was supposed to be their, “Technical” department in Northampton. Bottom line is two to three weeks to reactivate the line but they will fast track it to 10 to 15 days. (Not sure if this is working days but with Talktalk you never know )
So she decides she'll go elsewhere for broadband. I told the guy this whereupon he begins ranting about other providers ending with, "go where you want." being shouted down the phone. She decides that she doesn't want Talktalk for anything now given this guys attitude and the three hours we'd spent getting to this point. So I tell him this. It then emerges that the technical department is not the technical department, it's the retention department we had been put through to. It must be the only retention department in the land where you speak to them with no intention of leaving but 10 minutes later you’d happily pay the disconnection fee to get rid of them.
I asked to speak to a Manager so obviously wasn't surprised when Retention man with anger control issues passed me on to a call centre somewhere in Asia to a poor guy who thought I wanted to join them as a new customer.
So back to Northampton (by this time I was getting really concerned, I'm on holiday in June ) to the retention department to another operator who tells me that unfortunately the Manager is about to leave and doesn't have time to talk to me . Said operator then listens to the tapes and comes back to tell me that, that the tapes are bad and that she should get the leaving fee waived (£70 I think) Problem is that only the Manager - who has now left - can authorise this. No problem, he will get the Manager to phone me the next day, which obviously he didn't.
I called them again yesterday asking for the department I had spoken to on Thursday. So naturally they put me through to a call centre in Ireland who cannot transfer me to Northampton and there is now way that I can speak to them anyway as they have three call centres who deal with people trying to leave and you could get put through to any.
She has now gone elsewhere and the new provider will sort the change with talktalk. A quick google of talktalk revealed that our experience is not unusual. In one case I read, the (leaving following crap service) fee had gone up to £91 and was from a debt collection agency. This was the first letter they received after leaving.
I thought Orange were bad but (honestly) talktalk in my experience are in a different class. A guy I spoke to at Sky years ago was caught in a direct lie to me when I tried to cancel the movie package. I thought that would take some beating but talktalk wins hands down as the worst Company I’ve experienced.
I'm sure the service once you get going is fine - although I was cut off twice when talking to their call centres - but close on four hours of my time just to cancel an account is taking the ****.
One last thing . I said to the guy on the phone (who promised me that the Manager would phone) to not let me stew on this over the weekend.
Well that was ignored and I am a member of lot's of forums. Some of which I haven't visited for a while... lol