Talk Talk

[ailie]

Have they improved? Would you subscribe for phone, broadband & YouView ?

[Prudie]

We've been with them for years. Like all of them it's great when it works. Dealing with their customer service when things go wrong is utterly horrendous. But I think they're all like that.

[gingejbee]

...John Lewis Phone and broadband isn't like that!

[gingejbee]

...according to Which?, TalkTalk HAS improved a bit....but is still poor.

[HansUrbancka]

@Prudie I am sorry to disagree, but all ISPs are Not like TT. Consequentally, I acknowledge what has been posted by gingejbee.

What has to be realised is that, if one is receiving Broadband on a landline telephone connection, the link is via a BT Telephone Exchange. Hence the reason for my preference of BT who, quite naturally, will always attend to its own problems before those of other ISPs.

Hans.

[Hopkirk]

I'm with Talk Talk, and I have no complaints. The service is fine.

[bhg481]

I agree with Hopkirk and Prudie.

[Prudie]

Hans I have to counter disagree. Generally I think all ISPs are pretty much the same apart from price/package deals. We can only give advice based on experience. My inlaws are with BT and they tear their hair out on a regular basis and describe BT as the worst company, for anything, they've ever had to deal with. Almost on a monthly basis their bill is incorrect and they have lots of problems with their e-mails. I'd repeat they're all OK until something goes wrong and then they can be a nightmare. From my own recent experience we lost the internet for over 2 weeks, Talktalk sent BT Openreach out twice, insisting it was a BT phone fault. It wasn't. In the end someone fixed it in 10 minutes from their desk in India.

[mikey4444]

I am with Hans here. BT has been my ISP for nearly 20 years and I haven't really had many problems over the years. I now have Infinity and the service is exemplary. TT doesn't actually do anything, as all the service is supplied by BT. Its a BT Engineer that comes along to fit your TT connection in the first place.

[gingejbee]

There are two separate issues here...if a fault develops out in the system, then it's BT's responsibility to fix it. However, differences occur in how your initial complaint is dealt with...efficiency, politeness, interest, follow-up communication, compensation for lost connection - all the things that come under "customer service"....and this is where some ISPs excel and some fail miserably.
On the rare occasions I've had to report problems, I've been impressed with the John Lewis level of care...the staff are Plusnet's, working for JLP. Yes, Plusnet is owned by BT...but run completely independently (thank goodness!). And I don't mind paying a bit more for excellent service.