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TalkTalk to face customer exodus?

Posted 13th September 2007 at 4:51pm by Alex Buttle

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As dissatisfied customers begin to leave TalkTalk's broadband service, competition will hot up to claim their former customers, it has been predicted.

Customers are expected to leave TalkTalk in response to its poor standard of customer support, which was flagged up by a Uswitch.com poll that recently placed the firm bottom for overall customer service, fairinvestment.com reports.

According to the poll, nearly a third of the firm's subscribers are unhappy with the customer support they have received.

Steve Weller, head of communications at Uswitch.com, said: "TalkTalk’s CEO was famously quoted as saying, 'if in a year’s time it [customer service] is still as bad then people will just write us off'. It will be interesting to see how many will."

TalkTalk's problems have been attributed to difficulties in keeping up with demand for its free broadband service - making it the first UK ISP to do this.

While 348,000 users who signed up to the service within two months of its launch, around 200,000 of these experienced subsequent connection delays and interruptions.

More news on: TalkTalk

6 comments

  • 1

    Antonia Burn, 13th September 2007.

    We agree with the above, we will be leaving Talk Talk as soon as our contract has finished.

    Reply
  • 2

    Terry Isherwood, 13th September 2007.

    Rubbish, I have no problems with the service, I have an 8 meg connection. A friend was recently connected on the day stated. His wait was three weeks. Phones are answered within a few minutes. Emails are answered within a couple of days. I find the service excellent and have no intension of leaving talktalk. I wonder if there is a bit of 'sour grapes' here cause no one else can match their price.

    Terry 13 sept 2007

    Reply
  • 3

    Arthur, 14th September 2007.

    What planet is Terry on or is he related to the CEO. I had TalkTalk free (for which I paid ��10 for over a year) and when I had a problem and asked for a migration code I was cut off and was promised a reconnection (as long as I agreed another 18 month contract) in 2 weeks. 10 weeks later still no connection. I spoke to India, South Africa, Ireland and England without joy so I decided to remove my telephone from them, and because it had 6 weeks to finish the contract they charged me ��60 disconnection
    I wrote 2 letters to the CEO but never even received a reply.
    BTW Terry they were voted bottom in a poll for service.

    Reply
  • 4

    Arthur, 14th September 2007.

    PS
    I was with Carphone Warehouse for over 15 years so I can assure you it isn't sour grapes.

    Reply
  • 5

    Susan, 12th October 2007.

    I have only recently had broadband re-installed after 6 weeks without it, and even now still having problems. The only way I can describe their technical support is appalling. After numerous calls to TalkTalk, I eventually paid for an IT consultant to check out the problems, I waited two weeks for a replacement modem, still didn't work, I had to insist that the telephone line was checked, TalkTalk contacted BT and an engineer visited my property the following day and discovered the problem.

    My contract is due to expire very soon and I will be looking for another supplier who can provide me with the service I expect.

    Reply
  • 6

    Joseph, 3rd December 2007.

    I was with talk talk for 6 months and my internet was constantly being cut off. It takes about an hour to get through to their customer services and they can't even help you. I've been with another provider for 6 months now and talk talk are still sending me bills.

    Avoid them like the plague.

    Reply

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