TalkTalk rated UK's worst broadband provider in survey

TalkTalk has been voted the worst landline and broadband provider for the second time, as revealed Thursday by Ofcom. The independent telecommunications regulator ran the survey on customer satisfaction levels and found that 23% were dissatisfied with TalkTalk's broadband service, and 24% were dissatisfied with their landline offerings.

The firm took over broadband provider Tiscali in 2009, and since then former Tiscali customers have expressed beliefs that service quality has declined. The company previously found itself in trouble for promising free broadband to its phone customers. When the company was unable to keep up with demand, it was forced to withdraw the offer.

Along with quality of service, customer support also came under fire. TalkTalk received below average marks for support on the survey, with many customers frustratingly unable to get through to the right person. Ofcom found the results unsurprising, stating: "This is consistent with a higher than average level of complaints received by Ofcom about TalkTalk compared to other major providers."

The survey has, however, been criticised for only representing a fraction of the UK's providers. As a rule, only companies with over 4% marketshare were included. Speaking to The Guardian, Broadbandchoices' Michael Phillips said: "It's a shame that the research excludes the smaller service providers. Our own research earlier this year of over 11,000 respondents has shown that smaller, niche [broadband] providers, such as O2, BE and Plusnet, are streets ahead of some of their larger counterparts."

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djdanster said,
I'm with TalkTalk and I have to say their broadband and phone package is great. The only gripe I have is their customer service. It's based out in India and takes a lot of effort and patience to get to the right people!
.

We get our phone with TalkTalk but not our broadband, we've had 3 phone calls every day since we signed up from them asking if we want their broadband despite telling them no every single time.

TalkTalk user here too and I have no problems what so ever. Very cheap service and pleased with what it offers. I dont know what else people want to vote it the worst.

I'm with O2/BE, its actually the same O2 just supplies you BE broadband and takes a cut, really good value tho as I get £5 off each month because my mobile is with O2. The customer services is good all UK based as well.

philcruicks said,
I'm with O2/BE, its actually the same O2 just supplies you BE broadband and takes a cut, really good value tho as I get £5 off each month because my mobile is with O2. The customer services is good all UK based as well.

I'm a loyal BE customer and I had the unfortunate opportunity to use TalkTalk for 9 months. Horror after horror of problems I had with them. Glad I went back with BE.

philcruicks said,
I'm with O2/BE, its actually the same O2 just supplies you BE broadband and takes a cut, really good value tho as I get £5 off each month because my mobile is with O2. The customer services is good all UK based as well.

They use the same network but BE is the better choice of the two, though. Since O2 employs traffic management and/or bandwidth caps and BE have promised never to shape or cap their service.

I'm with TalkTalk, i have been for the last 4 years, and I have to contradict ofcom's findings. I have found their service to be excellent, and their phone package deals are even better than the competitors. I have used BT, HomeCall previously, but TalkTalk has been far better. I currently get around 22mb connection speed out of 24mb.

as with djdanster, my only real complaint is with the customer service, when i have had issues, they haven't been competent enough to deal with them, that isn't entirely their fault though, they read from cheat sheets with common FAQ's, and with all my computers solely running Linux O/S their support can't deal with linux as they are geared towards MS or Mac & don't know what to do with Linux, even though I can do anything on linux that they would require on MS to diagnose issues. But in fairness to them, they did tell me that should I have other issues, if i simply explain i use linux & then ask for them to transfer me to 2nd Level Support, they oblige and pass me to 2nd level, who are the techs and do know Linux O/S. other than that, i can't say anything bad about them.

I'm with TalkTalk, i have been for the last 4 years, and I have to contradict ofcom's findings.

my only real complaint is with the customer service

But this is the point of the Ofcom's findings - So you are contradicting yourself.


that isn't entirely their fault though, they read from cheat sheets with common FAQ's

Yes it is entirely their fault. They chose to train people to read off cheat sheets rather than train people to do their job properly. It is entirely in their control how they run their customer service.

Simon- said,

But this is the point of the Ofcom's findings - So you are contradicting yourself.

Yes it is entirely their fault. They chose to train people to read off cheat sheets rather than train people to do their job properly. It is entirely in their control how they run their customer service.

i think you'll find that pretty much most 1st line support use FAQ's and cheat sheets to deal with complaints. And if the issue can't be dealt with by 1st line, they escalate to 2nd line support who are more technically qualified. that goes for indian & english support centres.

m0nty said,

i think you'll find that pretty much most 1st line support use FAQ's and cheat sheets to deal with complaints. And if the issue can't be dealt with by 1st line, they escalate to 2nd line support who are more technically qualified. that goes for indian & english support centres.


But obviously they are not doing a very good job of it if they are rated the worst when other companies manage to do it without rating so bad.

My ISP's support is based in Sri Lanka and they do a fantastic job, they are the most well-trained and competent call centre I have ever seen and put local call centres to shame (Exetel).

m0nty said,

i think you'll find that pretty much most 1st line support use FAQ's and cheat sheets

I deal with a lot of suppliers in my job and the only time one was obviously using a script was when I think I rang the wrong section. It was Dell. Their normal Technical support I deal with - the non-home support, is staffed by people who are in the right part of the world and know their stuff. Businesses and the Public Sector like me will not put up with the alternative, If you don't like it, walk,,,

m0nty said,

i think you'll find that pretty much most 1st line support use FAQ's and cheat sheets to deal with complaints. And if the issue can't be dealt with by 1st line, they escalate to 2nd line support who are more technically qualified. that goes for indian & english support centres.

Most may but not all. Be* certainly don't and there CS is faultless.

I have not used every provider in the UK so cannot comment on how bad talk-talk is.

I can tell you though bskyb is the worst of the 6 providers I have had in the past 18 years.

Internet in the UK is a really stick topic for me. I go with Virgin Media purely because of the speeds i can consistently achieve. That said, I have found it goes down more often than my Sky line did last year. Yet I paid the speed I could get (which is dependant on your area).

If I were to go on the BT lines again, i'd stick with BT as they will offer the connection as best as possible. But i'm going to be sticking with VM....I miss Blueyonder though

"The firm took over broadband provider Tiscali in 2009, and since then former Tiscali customers have expressed beliefs that service quality has declined. "

F**k me. It must be bad. Tiscali took over "World Online" who were diabolical, then Tiscali went even further downhill.

So if Talk Talk are worse than Tiscali then It must be absolutly awful.
I feel so sad for their users.

artnada said,
"The firm took over broadband provider Tiscali in 2009, and since then former Tiscali customers have expressed beliefs that service quality has declined. "

F**k me. It must be bad. Tiscali took over "World Online" who were diabolical, then Tiscali went even further downhill.

So if Talk Talk are worse than Tiscali then It must be absolutly awful.
I feel so sad for their users.

I was with Tiscali back in the day and they were OK, then they started throttling (I believe around the time lots of takeovers were happening) and I jumped ship.

Currently with BT infinity and can't complain. The modem died so I rang customer services who were indian based but very helpful and friendly (and didn't make me go through all the resetting router etc as I told them I have already done this and that I'm an advanced user and its either the modem or the line). I had an engineer out at 8am on the dot the next day to replace to modem.

Was a Tisclai customer back in the day, then got moved to TalkTalk and my speed dropped and the price went up. Cancelled my service and moved to BskyB. It's been great ever since.

Their service itself is fine. Been with them over 7 years now. Downtime is rare, and when it is down more often than not it's everyone else in the village too.

Call support though is diabolical - their members forum is much better to help you out despite the fact it's not instant (well, neither are the phone centres in talktalks case).

And theyre still probably the cheapest around. Line rental, calls and truly unltd broadband for less than £20 here.

I'm with TalkTalk (from the merger with Tiscali) and it's terrible. Just like with Tiscali, my speed is a slow 1.5 Mb/s.

I to am a TalkTalk user and am quite lucky as I get speeds of around 16 megabits, never had any complaints about their service or support which is much better if you use there forums.

Tiscali was terrible and if TalkTalk have their network then it's no surprise they're getting poor ratings. They used to throttle my connection for no reason at all. When confronted they just tried offering us a discounted package. lolwat

At my other residence I use TalkTalk... and I have no problems. Speed is good, unlimited downlaods and a good price.

Here I use O2. They are awful. They feel the need to throttle the internet (they say p2p, but everything i do is throttled) between the hours of 11am and 1am to 50kbps. My first internet connection was faster than that! Its complete bull****, and when I complain im not even using p2p, they say there is come Ofcom legislation meaning they HAVE to put a throttle in.... Has anyone else ever heard of this bull****?

I plan on contacting Ofcom soon. I dont see why my whole connection should be slowed, when it specifically says only p2p should be affected.

@Neowin You need to change this misleading title. TalkTalk isn't "rated UK's worst broadband provider in survey" just their customer service

I've been with talktalk for 6 years because of their ultra-low prices and always been happy with their service. I even recommended it to my family and 1/2 of them are on them too

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