Hello,
This is a warning for anyone thinking of joining TalkTalk; please note that other people may have had positive experiences and this is just one negative but it has been a long frustrating experience and if you are on the edge of deciding between TT and other services we would advise based on our experience: go with another one.
We got TalkTalk on the 13th May thinking we were saving money and getting an OK deal with good (apparent) service. However, it is now the 19th July and we have not had any TV service whatsoever due to the incompetence of the engineers and the customer service (both on phone and live chat).
We have had three engineer appointments and not seen a single engineer:
27th June
The first appointment we will admit we missed as we were held up at work and couldn't get home in time.
7th July
The second appointment we arranged with customer service to arrive after 3:30 pm due to our working hours leaving us unable to get home any earlier. The engineer called us on the day at 12 pm to ask if he could arrive earlier, we said it would be impossible for us to get home any earlier. By the time we got home the engineer had been and gone, regardless of the time we had confirmed the engineer would arrive.
19th July
The third appointment was the same - arranged with the customer service manager over the phone for the engineer to arrive after 3:30 pm. I can't stress enough that the woman we spoke with gave us a guarantee that this would be fine. But unfortunately the exact same situation happened.
We have probably spoken to the entire customer service team of TalkTalk both online and on the phone because they love to pass you around to all the other teams/put you on hold. While on live chat this is simply a nuisance, on the phone it becomes a battery, time and money drain. This is unacceptable for a company like TalkTalk to be doing; they have not been proactive in organising any appointments for us nor any compensation for the lack of TV service for the past few months. I advise anyone considering TalkTalk to look elsewhere, we had excellent service with Sky so maybe consider them.