The UK's best and worst broadband providers

lovemoney staff
by Lovemoney Staff lovemoney staff on 27 March 2014  |  Comments 98 comments

Which broadband providers should you avoid, according to the latest customer satisfaction surveys?

The UK's best and worst broadband providers

The last five words anyone would want, or expect, to hear come out of the mouth of a broadband customer service assistant: “No, I don’t understand either.”

Yet a couple of years ago, that’s exactly what one of our writers was told. And what made it worse was that this particular broadband operator had spent the last 30 minutes attempting to explain to them something that – it now emerged – she was also clueless about.

We're not the only people with such horror stories though...

Ofcom complaint figures

Telecoms regulator Ofcom has just released its complaints data, highlighting the companies guilty of the most complaints between July and September this year.

The report only looks at providers with a market share of 4% or more, so you won’t see smaller broadband networks mentioned.

Let’s take a look at the results:

Provider

Complaints per 1,000 customers (Q1 Jan-Mar 2013)

Complaints per 1,000 customers (Q2 Apr-Jun 2013)

Complaints per 1,000 customers (Q3 Jul-Sep 2013)

Complaints per 1,000 customers (Q4 Oct-Dec 2013)

EE

0.57

0.32

0.45

0.29

BT

0.33

0.28

0.41

0.32

TalkTalk

0.36

0.29

0.27

0.21

Sky

0.10

0.09

0.09

0.08

Virgin Media

0.08

0.06

0.08

0.07

BT have generated the most complaints for broadband (as a proportion of its customer base) for the first time. Complaints mostly stemmed from faulty services and issues with the way BT handled complaints. EE have seen a significant drop from 0.45 complaints per 1000 customers to 0.29 - but that's still above the industry average of 0.27. 

Virgin and Sky once again had the fewest complaints, with numbers dropping slightly from the previous quarter.

Compare broadband deals in your area with broadbandchoices.co.uk

Which? research

This year consumer champion Which? surveyed thousands of internet users to compare experiences with various different broadband providers. Here are the results for both broadband and phone providers and broadband-only providers.

Broadband and phone:

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability of connection

Connection speed

Score

BT

3/5

2/5

3/5

3/5

3/5

3/5

50%

AOL

3/5

3/5

3/5

3/5

3/5

3/5

53%

TalkTalk

3/5

3/5

3/5

3/5

3/5

3/5

55%

Tesco Broadband

3/5

3/5

3/5

3/5

2/5

3/5

55%

Sky

3/5

3/5

3/5

3/5

3/5

4/5

56%

EE

3/5

3/5

3/5

3/5

3/5

3/5

57%

Post Office

3/5

3/5

3/5

3/5

3/5

3/5

60%

Virgin Media

3/5

2/5

3/5

3/5

3/5

4/5

63%

Plusnet

4/5

4/5

4/5

4/5

4/5

4/5

76%

Utility Warehouse

4/5

4/5

5/5

4/5

3/5

4/5

76%

Broadband only:

Provider

Ease of set-up

Value for money

Customer service

Technical support

Reliability of connection

Connection speed

Score

AOL

3/5

2/5

1/5

2/5

2/5

1/5

38%

BT

4/5

3/5

3/5

3/5

3/5

3/5

54%

Virgin Media

4/5

3/5

3/5

3/5

4/5

4/5

63%

Plusnet

4/5

4/5

4/5

4/5

4/5

3/5

73%

So one again EE, TalkTalk and BT fail to impress. Indeed, only Plusnet and Utility Warehouse achieve a decent score, earning themselves the distinction of being recommended suppliers.

If you’re suffering from poor service from your broadband provider, don’t just stand for it – switch! You can use broadbandchoices.co.uk to compare the deals available in your area.

Which broadband network do you use? Which have been the best and worst in your experience? Let us know your thoughts in the comment box below.

This is a lovemoney.com classic article which is regularly updated

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Comments (98)

  • JimmyTootoo
    Love rating 0
    JimmyTootoo said

    I am with Pipex which is now part of Talk Talk/Tiscali and yes they are useless

    Report on 26 July 2011  |  Love thisLove  0 loves
  • boris beaver
    Love rating 0
    boris beaver said

    Whilst I agree that talk talk's telephone customer service is pants, it does have an on-line forum which is managed by some of their staff which is excellent. This is a much better place to get issues resolved as when you put things in writing, a) it's clearer what is required and b) there is a record of the problem.

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  • crazydiamond
    Love rating 10
    crazydiamond said

    I have a cordless phone and on one occasion was put on hold by TalkTalk for so long that the battery on my phone packed up!! The broadband speed is painfully slow as well. I live in a small village and am limited as to which providers I can use. The only advantage of Talktalk is that they are cheap.

    I tried to contact them via their website as I had been unable to access my emails for 24 hours. I sent the message - with a contact phone number - and was informed that they would reply by email....useless!!

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  • 27TOZZA
    Love rating 5
    27TOZZA said

    I`m with Virgin Media - I am also one of Ofcom`s test sites for broadband speed comparisons and I pay for 20mb and regularly get 19.4mb - very rarely lose connection,fixed within hours if its a problem with the cable,very helpful and knowledgeable staff and after 9 years would be loathe to change to anyone else.

    Nuff said

    Tony

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  • Marcia9
    Love rating 5
    Marcia9 said

    We have been with BeThere for years; absolutely fantastic. £15 pm but seems to be almost unlimited downloads. You get what you pay for.

    Prior to that we were with Clara, also a great company but paid less than £10. We may move to BT at some point, just to get the BT wifi on the move on our phones.

    Report on 26 July 2011  |  Love thisLove  0 loves
  • Mike10613
    Love rating 626
    Mike10613 said

    TalkTalk is rubbish for service but cheap. The forum can be quite good. I talked to a technical guy in Bangalore a few years ago and he was hopeless. I had no ADSL but would he accept it? I couldn't understand 75% of what he said and that is part of the problem., the other is they have technical executives with only a couple of years experience. After a long conversation with this guy i understood something. He said Papa-India-November-Golf. I knew what he meant; PING! I told the idiot I couldn't ping the server; I had no ADSL. I had no broadband for about 10 days. I eventually talked to someone from second line technical support and explained the problem and 2 minutes later it was working. He said any more trouble to call him back direct and he also recognised I was technically qualified to know what I was talking about. It's a nightmare if you don't understand the technicalities. This is what happens in a country where technical expertise isn't valued and jobs are exported overseas.

    Report on 26 July 2011  |  Love thisLove  1 love
  • Soruk
    Love rating 9
    Soruk said

    I suspect that figure for Virgin Media was gathered just before they announced some hideous price rises. The original PAYG by Direct Debit, which started out as 15p for the first 5 mins of the day then 5p/min, went up yesterday to 40p/min any time. Do I get the feeling they don't want me as a customer? Also, their roaming rates aren't as good as they used to be.

    As for my landline, I recently switched to Primus Line Rental Saver. I don't know what the line quality is for voice calls, as I do all my voice calls by VoIP or my Orange mobile, but I'm quite happy as they're saving me over 6 quid a month on line rental when all I need the line for is an ADSL conduit. My broadband is more expensive than average - I'm on Demon Business 2+ - but I want a premium internet service so will pay for it. Very happy with the service, no complaints.

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  • Susanne
    Love rating 22
    Susanne said

    TalkTalk is the worst ever. We cancelled with them and it took them 3 months to provide us with a code; in those 3 months they were not providing us with internet service but blocking the line for all other companies AND charging us. I wrote, called, spent literally days, or was it weeks?, on hold before being disconnected (and yes, they charge for calls!), and finally went in person to their main office in London before they finally released our line. The fact that companies like that are even allowed to continue doing business only shows that there are no regulators with teeth in the UK. Ofcom is a joke.

    Report on 26 July 2011  |  Love thisLove  4 loves
  • ajp101
    Love rating 2
    ajp101 said

    I'm with AOL, both landine & broadband, (until September) who are also part of TalkTalk. Customer service is appalling. It was about eight weeks after my switch date before they managed to get the line switched and cost me about £30 of mobile calls to their 'helpline'. I then had a month of service in which time I changed banks, I phoned then 3 times to check they had the correct bank details, they assured me they did and then they cut me off for 6 weeks after "losing thousands of Direct Debit details". Avoid avoid avoid.

    Spent many years with Demon and don't have a bad word to say about them.

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  • elcadobes
    Love rating 10
    elcadobes said

    I have been with Orange for years since the Freeserve days and am always meaning to move. In fact recently they have improved. I have managed to knock them down to £12.50pm with unlimited download.

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  • tachoman4
    Love rating 0
    tachoman4 said

    TalkTalk now theres a name NOT to consider !!! customer service NOOOOOO !!! I dont think I can ever say that the transfer from Onetel to TalkTalk is / was a success I was with Onetel for many years until all was absorbed try to get someone to understand would be good !! or better still NOT having "You have 4 choices" the "2 choices" then "3 choices" then not having anything on the list that is in your catergory !!! GRR so I gave up with it all went back to BT and so far all is good good comms: etc and nearly 40 meg download in the country !!!! Fantastic !!

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  • manorbarndavid
    Love rating 0
    manorbarndavid said

    I was previously with Tiscali, now part of TalkTalk, and am fortunate to be fairly well informed about computing matters having worked on a software help-desk in the past. I have rarely been satisfied with answers from their help-desk, which seem incapable of taking note of, even carefully documented, previous investigation of problems. The thing which really irritates me, is that having taken on their line rental inclusive deal, I have very little chance of changing, without the huge expense of reconnecting a BT line, which all the alternative suppliers require. This seems iniquitous, and something OFCOM ought to look at.

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  • EleanorF
    Love rating 10
    EleanorF said

    I am with TalkTalk and at the end of my contract I refused to sign for a further 18 months and now have a month-to-month contract. Funnily enough I have no problems, other than a phone call every couple of months with offers to persuade me to sign up to a contract :)

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  • norcoastactivist
    Love rating 15
    norcoastactivist said

    Although I have been happy with Talk Talk my conection was very slow. I sorted this by purchasing another Router( on the advise of their helpline) Now my connection is good with no more problems. Both wireless routers were my own so no fault of Talk Talk. However whilst trying to get it right I too was pestered to sign up for a long contract which I refused to do. I still find they are OK though and have no desire to change at the moment

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  • topstar74
    Love rating 7
    topstar74 said

    Talktalk! Please do not mention the name! I am still with them, but just the thought of the name is enough to make me break down into a sweat, with a chest pain and panic attacks....followed by anxiety attacks for several days later. They really are trying to be the worst company ever for customer support, and we should all recognise this effort and grant them that award.

    I live in a really bad area for broadband. No company can resolve this at the moment, so no point in switching to any other company. However, God forbid something technical goes wrong. Their customer service is the worst in the world. I don't think that just because their call centres are in India, Phillippines, S. Africa is the problem. Blame the bloody managers who took that decision. Not the poor call centre staff, who though ignorant in several respects are trying to give a good service, but failing because of the language barrier and the notoriously "Appu" like accent (The Simpsons)!

    It took them 3 months to resolve my problems. All the time having to embarassingly visit my neighbour to do a quick check of my emails. After getting no where to resolving the problem on phone, I switched on to their email support, in the hope that I will not have to bear the torture of "lost in translation" moments. However, their email support was even more ridiculous. Each time, they would fail to focus on the main problem and start writing total nonsense. When I would reply, highlighting in bold and red and remind them to reply the main issue, each time the reply would come back from a different person, who has no clue about the remaining emails in the email trail. The names of the people were the strangest I have ever seen. Their English was worse than 6 year old school kids writing essays. The email trail continued for like 4 weeks after which I gave up and called them back on phone.

    These days, every evening, I am placing daily offerings of fruits and sweets in front of the router (mind you, Friday evenings, its a peg of Scotch!)....I also light incense sticks sometimes.....this appeases the ADSL God .......so that it does not curse me and bring back the terrible days of fail internet connection back. I have to say its worked out to be a brilliant idea. So far its worked. Much easier than speaking to their customer support.

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  • redclift
    Love rating 0
    redclift said

    I spent a long time with Tiscali with no real problems, but decided to move to BT when the takeover by TalkTalk loomed. Glad I did. Have had no problems with BT, but have not needed their help. I do keep getting emails from TalkTalk saying that my credit card details are out of date and threatening to cut off my service if I don't act. Luckily they don't have up-to-date credit card details, otherwise I'm sure they would be billing me for services that they don't provide.

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  • Nila Patel
    Love rating 0
    Nila Patel said

    I had a major problem with BSkyB, it took them almost 3 months to set me up even though I called them almost daily. One problem after another, I was levid. My husband had a stroke during this ordeal and all they could offer me is half price broadband when I took their full package of TV, HD, Movies, another box, telephone and broadband. The extra box was never connected and finally, I was able to get it canceled. I could not get out of the contract either. As soon as the year ended a couple of months ago I switched to Virgin. I had Virgin before and never had any problems with them and I keep my fingers crossed that nothing goes wrong.

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  • miramoore
    Love rating 10
    miramoore said

    Orange was a right rip-off for me. They made many mistakes (overcharging me or failing to provide the benefits assiociated with their package and, to top it all, being threatnening+rude when they thought, mistakenly, that I owed them money...) and this more than once! I couldn't trust them anymore and switched to GIFFGAFF which is cheap, cheerful and very efficient!

    I wholeheatedly recommend everyone to switch to GIFFGAFF.

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  • rioandthelma
    Love rating 26
    rioandthelma said

    Been with TalkTalk for four years broadband much improved after switch from Orange and the broadband is free. BT keep saying pay another £10/month and come back to them I don't think so.

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  • Meanmachine2
    Love rating 39
    Meanmachine2 said

    I have been with Talktalk pretty much since they first started up when you applied at a Carphone Warehouse shop . Perhaps I have been lucky but virtually no problems & I reckon the value is great. The couple of time that I have had snags their operators have talked me through it & solved the problems even though they were in the Philippines.

    In terms of cost despite the various offers BT keep sending me,they cannot get near to the Talktalk price & as I am not interested in vast downloads they suit me fine

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  • Denthemen
    Love rating 14
    Denthemen said

    I have been with TalkTalk for 2 years and can't fault them. OFCOM - another useless Government Quango who do more harm than good! They got at the mobile operators' overseas roaming charges - which most people aren't too bothered about anyway - and as a result of their meddling, we are all having to 'pay as you go' with massively increased unit rates! My Orange charge per minute increased from 20p to 25p (a whopping 25% increase) and texts up from 10p to 12p (20% increase) on their Dolphin package. Thank you OFCOM - for making me poorer. And to that other useless Government Quango - OFGEM - thanks for keeping us all poorer and colder this coming winter!!

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  • MK22
    Love rating 169
    MK22 said

    Couldn't agree more with the last two comments. Talk talk are brilliant. High speed, well 16+Mbps on an OVERHEAD wire, way cheaper than any equivalent offering I've seen from anyone else. Only ever had 1 problem and that was with BT's part of the exchange....

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  • jonnie2thumbs
    Love rating 107
    jonnie2thumbs said

    HAHAHA rip off Britain??

    try living in France

    €40 a month for 2 Meg connection

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  • toporganic1
    Love rating 0
    toporganic1 said

    I have constant problems with O2 in relation to the 500 "free" minutes they are supposed to give me each month. Complaints to customer services are met with "we don't guarantee it -- see out terms and conditions". Battling with them has completely worn me out: the grudging refunds I have won by way of pointing out breaches of unfair contracts terms act, false advertising and unfitness for purpose simply are no longer worth the time and aggro. I'm switching either to vodaphone for best coverage or possibly orange/ t-mobile at first opportunity.

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  • toporganic1
    Love rating 0
    toporganic1 said

    I have constant problems with O2 in relation to the 500 "free minutes" they are supposed to give me each month. Complaints to customer services are met with "we can't guarantee it -- see out terms and conditions". The grudging refunds I have won by quoting the unfair contracts terms act, false advertising and unfitness for purpose are simply no longer worth the time and aggro plus the 25p charge for accessing so called customer services. I'm switiching to vodaphone for best coverage or maybe orange/ t-mobile at first opportunity

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  • spwwuk
    Love rating 6
    spwwuk said

    I used to be a Tiscali customer for my landline rental but switched to Toucan when my patience with Tiscali's useless "customer service" ran out. Well, Toucan were then bought by Pipex which was then absorbed by Talk Talk (who now also own Tiscali). The result? Back to useless customer service. Currently attempting to switch to Primus but discovered Talk Talk had blocked the transfer for no good reason (I'm not on a long term contract). The delay and charges for actually reaching a human on their Customer Services number are such that it is actually quicker and cheaper to write a letter to their CS Manager. Maybe it was the wording, but I did, at least, get a very swift reply to that. Still waiting to see if the switch to Primus (to whose Customer Service people I can actually get through on a freephone number before expiring of old age) is successful!

    As for Talk Talk - avoid!

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  • Fairy
    Love rating 17
    Fairy said

    £75 to get out of my TalkTalk contract was the best £75 I ever spent. Took them a month to connect my telephone line after they initially gave the engineer the wrong address. Then a further 2 months for my broad and to "go live". That was only after I had written a letter to the Chief Executive complaining about what terrible service I had received. Turns out that the people in customer services did not have the full details of the fault on my line as this was restricted information. This left me wondering what the point of the customer services department actually was if they were unable to access the information required to fix any problems.

    They then added insult to injury by asking me for £35 to move my service with me when I moved house. By this time an extra £40 to be rid of them all together seemed good value for money.

    I agree with spwwuk - Avoid Talk Talk at all costs.

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  • HUFC
    Love rating 2
    HUFC said

    I've been with Talk Talk for about 2 years & am pleased to say I have not had any connection problems or need to contact customer service

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  • bigmoneysaver
    Love rating 0
    bigmoneysaver said

    i am with primus and i am so very happy with them£16 a month for phone and broadband including line rental and free evening and weekend calls i have never spent more than £22 a month when u include calls. they are very knowlegable and helpful i have no complaints with them check out a site called HOME PHONE CHOICES they are great at finding deals

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  • Londonman2
    Love rating 1
    Londonman2 said

    I cannot believe Orange came top. Over the last 8 weeks I have telephoned their Indian call centre over twenty times, have spent hours talking to clueless people who fob me off.It is cheap, but absoulte rubbish, unreliable and if it goes wrong you are stuffed.

    Report on 28 July 2011  |  Love thisLove  1 love
  • jonbey
    Love rating 1
    jonbey said

    I am a Talk Talk Business customer. Between Sunday and early yesterday I had extremely poor Internet connection. This has happened several times before. Every single time I am told my hardware must be at fault (change the router, change the filters, maybe you have a virus etc. etc.). Always the problem gets better again.

    Once I was told my filters were probably faulty and the next day I heard that there had been a fire at the exchange. An engineer recently told me that often ISPs "play around" with the settings to try to improve performance - but often mess something up.

    The worse part for me is that I was with Freedom2Surf for about 6 years and never had a problem. They provided a fantastic service, but then got taken over. I was moved on to a 2 year contract with a huge cancellation fee (around £300 I think) so am stuck. This week I had to turn down work because I did not have a stable Internet connection. In 2010 I started a new contract and the first day of work my Internet fail and was down for 3 days. Again, no explanation, no apology.

    Not sure where to go when this contract ends, but I will be moving somewhere.

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  • mikerwallis
    Love rating 1
    mikerwallis said

    Very dissapointed you did not include Sky. I have SKY broadband and am constantly dissapointed with the slow speed. Ofen under 1Meg download, while my neighbours are getting much better on Virgin. I would swap except that I have my phone and Sky TV on a single package. Very dissapointing all the same, especially after their TV adverts. @mikerwallis

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  • BubbaJay
    Love rating 0
    BubbaJay said

    VirginMedia do a land-phone and TV combined package too. In fact, even though we don't use our VM home phone any more (we just use our mobiles) it's still worth paying the small fee for the phone because it gives us a discount on our TV package. (or were you referring to your mobile phone, Mike ?). Either way, VM do some great packages and often getting one will give discounts on others. They're definitely worth a phone call to compare with what you get from Sky.

    I'm on VM's 50Mbit broadband and have been ever since it came out. I couldn't be happier. The connection is rock solid and has been for years, and regular checks with SpeedTest.net show that I'm getting what I pay for.

    So, I'm really surprised to see VM score so badly. I suppose if they ask a different audience they could get entirely different results. That's why I always trust my own experience of VM for land-phone, TV and Broadband rather than taking much notice of what a relatively few other VM customers think.

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  • sqnldrjimbo
    Love rating 3
    sqnldrjimbo said

    I'm not sure what mikerwallis means, Sky IS included in the survey! ...under their full name of BSkyB.

    I have BT, they're pretty good, and a whole heap better than Pipex/Tiscali/TalkTalk were before i switched to BT. I honestly think it's a regional thing, where I live the majority are happiest with BT or Sky. I get exactly the speeds BT advertise and I've only had one period of 3 hrs downtime (pre-notified for maintenance) in 18 mths. Pretty good I'd say.

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  • davidq2
    Love rating 1
    davidq2 said

    I would like to know why KAROO never appears in any broadband articles.

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  • Philmo
    Love rating 2
    Philmo said

    Plusnet put this lot to shame on all fronts!

    It's hard to believe they're a wholly owned subsidiary of BT.

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  • MrsTrellisOfNorthWales
    Love rating 18
    MrsTrellisOfNorthWales said

    I used to be with Tiscali and they were OK but not outstanding. Then TalkTalk took them over and it was one problem after another. A few months ago I switched to PlusNet who have been excellent.

    The comments above about useless so-called support from overseas call centres certainly sounded familiar. One reason why I switched to PlusNet is that their call centres are UK-based - and I took pains to point this out to TalkTalk when I left them. NO company with a presence in the UK should be sending work overseas whilst we have such high unemployment at home!

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  • Cash Positive
    Love rating 1
    Cash Positive said

    I was with Virgin until they became more expensive. Heard lots about Talk Talk's offer at £6.50 but also many complaints put me off.

    Decided to go with Utility Warehouse at just £20 for broadband and telephone line rental on excellent review by Which? Magazine who made them best bundle provider this year and before Bets Buy in 2009. More details on http://www.savemoremoney.org.uk

    UW don't get featured on comparison websites as they (like Direct Line) do not pay them.

    See also Martyn Lewis' Money Saving Expert website where UW also get a big thumbs up as one of the best broadband providers.

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  • Baron210
    Love rating 0
    Baron210 said

    I used to be with Pipex for my first Broadband service (after years with NTL - now Virgin - that was NTL World - free dialup for years), and Pipex were pretty stable, but expensive for the speed, but then I went with O2, have recieved great speedy UK based customer service (they really do care), and can't rate them highly enough. Glad I went with them on the advise of a collegue at work!

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  • dedlok74
    Love rating 2
    dedlok74 said

    hmm this list is not accurate as Karoo is`nt mentioned at all.

    I pay 20.57 a month for the worlds suckiest broadband and also have to pay 14 quid monthly for a phone line that is nothing more than the nuisance cold caller hotline service.

    Not to mention they have had a monopoly on the area for years and decided to invest as little as possible in it`s infrastructure.

    Luckily our area has gotten some wireless operators all of which seem very good nextgenus,surebroadband and ms3 (sorry if ive missed anyone out)unfortunately i can`t get any of em yet lol

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  • SteviePip
    Love rating 3
    SteviePip said

    I have had a TalkTalk account for several years without much trouble. Just before Christmas last year the phone and broadband developed a fault which was diagnosed eventually to a faulty line outside my house. I had to plead with TalkTalk to get BT round to fix it. The line was left disconnected for the two weeks over Christmas and New Year because of TalkTalk's slow response. I don't have mobile cover where I live so I was left stranded. TalkTalk reluctantly gave me £7 compensation. That's good customer relations!

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  • lemack-j
    Love rating 0
    lemack-j said

    I too spent a long time with Tiscali with no real problems and I've been happy with Talk Talk since the takeover. Unlike others I've had no major problems, though. Anything that has gone wrong has been dealt with to my satisfaction (in fact, I could open a shop with the number of replacement routers I've been sent!!). I'm happy with Talk Talk's service and pricing.

    Report on 30 July 2011  |  Love thisLove  0 loves
  • jwseabrook
    Love rating 1
    jwseabrook said

    Although Ofcom have found this I have to wonder what the make-up of the complaints and complainants were. I've been with TalkTalk (Carphone Warehouse) for over five years, I have mobile phones from the Carphone Warehouse too. Agreed, initially the service wasn't great five years ago but it's been pretty good since. In contrast to this I've heard some lousy problems about other companies. Talktalk is also still a very good deal in terms of cost compared with most of the others. I don't work for Carphone Warehouse and I also don't agree with these surprising results.

    Report on 30 July 2011  |  Love thisLove  0 loves
  • Winker Watson
    Love rating 12
    Winker Watson said

    Orange are the worst Broadband provider I have ever known. We are meant to be getting 17-19 Mbps download speeds, we get 6-7 Mbps. When we phoned them they didn't seem bothered with anything we had to say. So why they are at the top I Will never know.

    Report on 31 July 2011  |  Love thisLove  0 loves
  • REDCOL14
    Love rating 0
    REDCOL14 said

    Agree, I was with TalkTalk/Tiscali for years and whilst everytime there was a problem they threw credit onto your account there comes a point when even if if they were paying you to have their broadband, which at one point they virtually were such was my credit amount, you do need a relaible broadband whihc tiscali/talktalk certainly wasn't!

    I changed to O2 and have had very few problems and their customer service is helpful and friendly tiscali was aggressive and downright rude at times even when they were in the wrong.

    To this date after leaving 2 years ago and despite many letters/emails I am still owed the credit balance on my tiscali account.

    A lot of these postings praising tiscali/talktalk I suspect are not genuine customers as when someone feels obliged to make the statement ' I don't work for tiscali etc........' then the cynic in me thinks differently.

    There are good providers out there for a good price, I personally wouldn't sign up to tiscali/talktalk if you paid me to !!!!!!

    Can personally recommend O2 and if you have a o2 mobile you get extra £5 off their broadband price, I work in a school not for any telco by the way.

    Ciao

    Report on 31 July 2011  |  Love thisLove  0 loves
  • spywayman
    Love rating 0
    spywayman said

    Until last year I was with Tiscali/TalkTalk and when push came to shove, they were worse than usless. Eventually, I wrote and told them that I very much doubted if there was anyone in the company who would be able to organize a drinks party in our town's brewery!

    Report on 01 August 2011  |  Love thisLove  0 loves
  • infomaniac
    Love rating 0
    infomaniac said

    By far the WORST broadband/phoine provider is Hull and East Yorkshire's KC (Kingston Communications). They are a MONOPOLY in the region, need I say more? all the fantastic bundles of phone/broadband/tv that Sky and Virgin offer are NOT AVAILABLE to the 100,000's of people in East Yorkshire. It is nothing short of a SCANDAL. The last time so-called Ofcom "looked at" the situation they concluded -- farcically -- that KC's costs were (and I quote) "competitive"; how can this be when they allow no competitiors? Was that a loud 'BUNG' sound I just heard? Surely not. So Ofcom get off your bakckside and DO SOMETHING about a company who has YOUR BLESSING to enjoy not four percent but 100 PER CENT market share!

    Report on 01 August 2011  |  Love thisLove  0 loves
  • oldhampete
    Love rating 0
    oldhampete said

    I do not for one second believe I am the only one that actually thinks TALK TALK are brilliant. On the rare occassion I have had a service issue they have dealt with it very quickly, they keep me informed of new packages, I never ever 'drop out' I have used AOL and BT in the past and then went to Tiscali which was a great move as BT were ripping me apart financially. When Tiscali were taken over by TalkTalk I heard about people having problems - They must have been in the monority because my changeover was seamless and I was given all the information PLUS 5 more email addresses to use should I want them. I dont pay for IT help or information unlike other service providers its free. Talk Talk are a fantastic company, I have been wth them/Tiscali several years and it would take one hell of a deal and assurance of better service(I doubt the latter is possible) to get me to even consider changing!!

    Report on 03 August 2011  |  Love thisLove  0 loves
  • qayum
    Love rating 0
    qayum said

    I agree 100% with OFCOM’s findings.Talktalk is the worse company to deal with. I had to go to the top to resolve my issue.

    Report on 03 August 2011  |  Love thisLove  0 loves
  • terrylockyer
    Love rating 2
    terrylockyer said

    As an ex Pipex (owned by Talk Talk) rural customer it doesn't surprise me TT have the worst customer service. After years of complaining that I was getting less than 400Kb/s which was costing me £21/month I finally switched to BT who were offering x5 higher speed at £5 less cost/month. Even when I asked what could Pipex/TT offer to compete they couldn't even be bothered to attempt to retain my business.

    It took them 3 months to acknowledge that the account was closed in which time they debited my account for two months payment. I've still not got one back which they tell me might take 28days to be refunded. I'm deaf and despite the fact I've communicated through My Pipex account site and told them this, everytime they still ask me to call their cancellation line or their accounts which obviously I can't do. They are incapable of internally communicating to resolve your issue they never actually read your request but try and fob you off with a standard FAQ response and then change the status of your query to resolved whether you think it is or not.

    I finally complained to Talk Talk customer relations service, supposedly the section who could deal with complaints. I made a number of specific complaints about the fact they'd:

    1 failed to cancel my account and stop debiting my creditcard despite several website requests and a telephone call, though by now they had finally done this though still not refunded me.

    2 They had repeatedly failed to understand my requests nor that being deaf I couldn't call their cancellation line as they kept telling me to do.

    3 They acted in an uncaring way with disabled people and had no proceedure for dealing with deaf people.

    4 The customer care didn't take ownership for driving a customers problem to an agreed solution but either fobbed you off with a standard answer and closed the case without reference to you, ignored you completely or referred you to another internal department for you to call.

    I thought they might at least respond to these complaints with a considered reply and an apology if nothing else.

    They replied that they couldn't look into the complaint because I hadn't provided all the account information which I had it was even listed at the top of their letter. I copied them again and they again replied with the same standard letter saying I hadn't provided the account information. So again I tabulated the information against each item they had asked for. They then sent a letter saying they understood I wanted to close my account and to call the cancellation number!

    Clearly Talk Talk don't bother to Listen Listen to their customers.

    Report on 06 August 2011  |  Love thisLove  2 loves
  • ian4c
    Love rating 2
    ian4c said

    I agree with Ofcom. I was with Talk Talk for 2 years of so. In that time I was only getting up to 500mb/sec down and a very slow up.

    I was sure I knew the problem but Talk Talk would not send an engineer to fix the problem ( to many wired extensions)

    I wanted to cancel but TT were very unhelpful.

    During my time with Talk Talk I was overcharged twice. Months rolled forward and I was charged extra. It was supposed to be put right but it happened again.

    I have to say though. The Talk Talk forum was brilliant. Administrators were able to change my profile almost on the fly. Sometimes it would work well and a bit better speed. But they did not have the authority to send a BT engineer. Shame!

    In the end I ordered a new line from BT with the proviso that the engineer would sort my wiring. 20 minutes after the new line was connected and the extentions disconnected, broadband down speed was just over 2mb/sec! Put that into you pipe and smoke it Talk Talk!

    Report on 30 August 2011  |  Love thisLove  0 loves
  • nosbort
    Love rating 160
    nosbort said

    ian4c, much as I have the same opinion of TT as you I have to point out that the house wiring has nothing to do with them, all you needed to do was to get someone to sort out the filterin g on your line and you could have had the speed on the existing line without wasting money having BT install a new one.

    Report on 19 September 2011  |  Love thisLove  1 love
  • Talent
    Love rating 79
    Talent said

    Hi ian4c, if you'd asked around down the pub you would have found someone who knows a BT engineer that would have come round and sorted the wiring out in 30 mins for £20.... simples ;-))

    Report on 19 September 2011  |  Love thisLove  0 loves
  • JOHN MAXWELL
    Love rating 56
    JOHN MAXWELL said

    i am reaching the end of my contract with Talk Talk and cannot wait for the day as my only form of complaint that will work is taking my custom elsewhere. in the 18 months i have been with them i have found them to verge closely on dishonest. i just hope i don't end up in the fire instead of the frying pan!

    Report on 02 February 2012  |  Love thisLove  0 loves
  • gardener
    Love rating 25
    gardener said

    I was with tiscali/talktalk for years until I despaired and gave up. Appalling customer service, excruciatingly slow broad band connection that kept dropping off, no broadband and a refusal to give my exit code. In the end I wrote to the executive and within 3 days I had changed. Marvellous! They may be cheap, but they are not very cheerful! BT is good, but overcharges and is not very flexible.

    Report on 29 September 2012  |  Love thisLove  0 loves
  • mrs weatherley
    Love rating 32
    mrs weatherley said

    TalkTalk...what can I say, hostile staff, appalling customer services, refusal to accept any responsibility for their own errors, cut my phone off 4 days before my move leaving me to try to complete house sale etc without any communications at all with outside world...slow to deal with anything, rude and down right nasty.......I think they are proud of their lousy record makes them top at something......they never ring you back...expect you to buy a mobile so that they can contact you re.. land line faults, speak to you as if you are stupid, which I must be because I have still received no compensation and have yet to file complaint with the regulator.

    Report on 29 September 2012  |  Love thisLove  0 loves
  • fender
    Love rating 27
    fender said

    I second that, although after a dreadful time with talk talk I I moved back to BT only to find once stitched up that BT had become nearly as bad as Talk Talk.

    For example: with BT at one time instead of phoning China or tim buck two at a premium rate 0870 as was the only choice with Talk Talk. Whereas with BT you could at least send an email.

    But then as a deterrent BT blocked emails and instead made it, the only method of sorting problems was to phone go through endless menu's then sit in a "Q". Then once through only then to be faced with someone in tim buck two who couldn't understand regional English.

    I'm now with Plusnet, when I phoned BT for my mac code they did everything they could to avoid providing the code. But then when they did eventually give in and provide the code, they grudgingly said, you do know Plusnet is owned by BT don't you. So who knows. Maybe i'll try Sky next time.

    Report on 29 September 2012  |  Love thisLove  0 loves
  • Kev100
    Love rating 0
    Kev100 said

    I've been with Virgin Media for years. Always been more than happy with the service. Any problems have been sorted very quickly and efficiently. Staff are always polite and helpful. Every time any one tries to get close to the speed of connection from their fiber optics, (BT?) guess what? Virgin just up the speed your on, free of charge. I love it when I get the call "we can get you faster broadband", over copper? I don't think so! If you can get Virgin over fiber, just go for it, it only gets better.

    Report on 29 September 2012  |  Love thisLove  0 loves
  • Michael Mason-Mahon
    Love rating 2
    Michael Mason-Mahon said

    As a shareholder of Carphone Warehouse and Talk Talk, I would recommend people buy just a few shares in each company.

    Then please go to their shareholders meeting and let little (Sir) Charley know what you think about the way he is running both companies, his Chairman of both.

    Just think what would happen if one thousand people turned up at their AGM, asking why is the company having so many problems.

    There is no doubt that the ex- Chairman (Big) John Gildersleeve may not like ordinary people at the AGM questioning (Sir) Charley. One has to remember (Big) John was a Board Director of Tesco (which says a lot).

    I have to say I have found (Sir) Charley to be very bad as a Chairman, Talk Talk insisted on talking to my later Father-in-Law even though he was DEAD.

    I do feel very sorry for people that are customers of Talk Talk, the more customers that leave this company the better.

    Kind regards

    Michael Mason-Mahon

    Shareholder

    Mobile: 07834763544

    E-mail: ckmdm@aol.com

    Shareholder

    Report on 29 September 2012  |  Love thisLove  0 loves
  • JOHN MAXWELL
    Love rating 56
    JOHN MAXWELL said

    i have been through Sky (unhappy with customer service), TalkTalk (found them to be dishonest and extremely poor customer service), and now with Plusnet. so far so good, simple to connect and as yet have found no need to contact for technical support. i pay line rental 12 months up front and am still on reduced £3.24 per month. speed is between 4.7 and 5.1mbps.

    Report on 29 September 2012  |  Love thisLove  0 loves
  • plautus
    Love rating 0
    plautus said

    I've been with BT for some time. Getting through to technical help has improved ie no 40 minute waits and then the line goes dead as once upon a time. You do get through to somewhere in India. Some of the accents can be a little difficult particularly when they read from a script and your problem isn't on it. If you have wireless you will need to have cable to hand to go through issues also screwdriver and paperclips. I don't know how many hours I've spent with phone under chin, router on knee, paperclip in one hand etc. They send me lots of personalised adverts (so they know where I live) inviting me to have fibre optic - and everytime they look up my address they say ooops, you can have optic up to the street box, but from there it's copper wire... It's certainly not as bad as it was a few years ago

    Report on 29 September 2012  |  Love thisLove  0 loves
  • El Guapo
    Love rating 0
    El Guapo said

    I have been with Sky since they started broadband and have been very happy with the service. They recently upgraded us to the Sky fibre optic service which was very smooth and painless. We are now getting 40mbps download and 10mbps upload speeds and happy with the no limits on the service as we use the sky go quite a bit on the ipad and the anytime+ download service a lot as well. Keep up the good work!

    Report on 29 September 2012  |  Love thisLove  0 loves
  • jinky44
    Love rating 1
    jinky44 said

    I've been with Virgin for the past 4 years Great provider and service.!! Got B B land line & telly. No probs!!

    Report on 29 September 2012  |  Love thisLove  0 loves
  • Megatyte
    Love rating 25
    Megatyte said

    @fender

    Plusnet may be owned by BT, but it's not administered by them. They still operate as they did when they were an independent.

    A H

    Report on 29 September 2012  |  Love thisLove  0 loves
  • Tog
    Love rating 6
    Tog said

    Am I the only one who can't see the data in the RHS column? It's covered in adverts in Firefox and Internet Explorer

    Report on 29 September 2012  |  Love thisLove  2 loves
  • Fido
    Love rating 1
    Fido said

    and chrome as well Tog.

    Report on 29 September 2012  |  Love thisLove  1 love
  • medelectable
    Love rating 4
    medelectable said

    I agree. I'm fed up with the advertisements that seem to be taking over!

    Report on 29 September 2012  |  Love thisLove  0 loves
  • killick_becki
    Love rating 62
    killick_becki said

    It is just because they have messed up the HTML. The width of the text column doesn't change with font size. If you reduce your font size you can see everything.

    Report on 29 September 2012  |  Love thisLove  0 loves
  • hjhclifford
    Love rating 0
    hjhclifford said

    Have just changed from TalkTalk after a miserable summer of appalling broadband speed - and the offer from the company to investigate onsite if I paid £ 50 up front. I know my router is OK, cables are fine etc. (I work for a very savvy IT company and got one of our tech guys to check everything out, which cost me a pint down the pub!). "Customer Service" - joke - didn't want to listen to any explanation. Eventually managed to get through to actual tech guy, who was helpful, but it took a lot of hard work to get past the useless dept. first. Real problem - my rural location! Now I just find their new TV adverts intensely irritating. When will the companies come clean about their inability to adequately service rural areas, and quote realistic speeds which we country dwellers can actually expect? Don't touch TalkTalk with a bargepole!

    Report on 04 October 2012  |  Love thisLove  0 loves
  • vickig779
    Love rating 0
    vickig779 said

    I have AOL broadband and have done for years, and I get my landline, free calls 24/7 and unlimited broadband and it costs me £20.00 per month and i think thats very good, I have always had excellent customer service help and each year i get special treats for being a loyal customer.

    Brilliant

    Report on 04 October 2012  |  Love thisLove  0 loves
  • Pedros143
    Love rating 7
    Pedros143 said

    Just a minute.. the statistics show that TalkTalk has improved by almost 50% over the last two years. Compare this improvement to Virgin, BT and Orange on the same period. TalkTalk must be making a huge effort to improve. I appreciate that they had to. but credit where its due. It is always easy to snipe from a distance.

    Report on 04 October 2012  |  Love thisLove  0 loves
  • Capt.Marvel
    Love rating 0
    Capt.Marvel said

    I was a customer of Pipex before it was taken over by Talk Talk up to then I was a satisfied customer,but after the takeover things went downhill rapidly. Talk Talk deserves all the flack it gets and I feel sorry for anybody who uses their services, even though their prices are competitve.

    Report on 04 October 2012  |  Love thisLove  0 loves
  • matchmade
    Love rating 38
    matchmade said

    I am with TalkTalk and besides the engineer being an idiot and refusing to connect us when my wife was at the house and I was busy elsewhere with the removal van - "the named account holder must be present" he intoned - the TalkTalk service has been fine. It's cost-effective and very reliable.

    I also rent out a houseshare to young professionals, and they use Virgin Media cable service. VM used to be OK, were a vast improvement on Telewest, and has the best broadband speeds, but it is getting more and more expensive: £35 a month for the minimum TV-broadband-phone service, and the tenants don't even want the landline phone but are obliged to take it. VM are also deeply irritating if a tenant want to hand the account on to a new tenant when they leave: VM chagrge £20 to change the name on the account, and force you to start a new 12 month contract. Therefore theoretically it is impossible to leave them without paying a huge penalty, as tenant hands on contract to tenant.

    Report on 05 October 2012  |  Love thisLove  0 loves
  • shripadsathe
    Love rating 1
    shripadsathe said

    I've been with BT for 7 years now - been offline once for 48 hours. Otherwise - no issues. Oh yes - they do have a call centre in India which is useless for customer care , but world leading for tech support -depends on who answers your call altho' - and will always recommend this to anyone!

    Report on 06 October 2012  |  Love thisLove  0 loves
  • MK22
    Love rating 169
    MK22 said

    As I expect applies to most Talk Talk customers, I've been with them for years, never had a problem, 16-20Mb/sec download speeds and boy are they cheap compared to whoever is in second place ('cos I can't see who is from here they're so far behind).

    Report on 20 December 2012  |  Love thisLove  0 loves
  • oldgold
    Love rating 5
    oldgold said

    I agree with the comment that Kingston Communications is Britain's worst provider of broadband (and telephone) service. If there were no other reasons for being less than satisfied, the fact that I am not allowed to shop-around would be sufficient! Hull is a fine city and a pleasant place to live - but I feel that there's something rather dodgy behind residents' being denied access to broadband services other than KC.

    Report on 12 February 2013  |  Love thisLove  0 loves
  • ferryhill9
    Love rating 8
    ferryhill9 said

    Been with Zen for 7 years. A bit more expensive than the others but has never let me down. Probably had to phone up twice in that time (both were due to a BT backbone problem) tech support was based in the UK and was very knowledgeable and helpful.

    Report on 03 April 2013  |  Love thisLove  0 loves
  • MK22
    Love rating 169
    MK22 said

    Who are these people who complain? Been with Talktalk for years because they are the cheapest and it works, and at speeds of up to 16Mbps (usually no less than 12 apart from sites with no bandwidth).

    Report on 03 April 2013  |  Love thisLove  0 loves
  • unsworthsteve
    Love rating 23
    unsworthsteve said

    Yep - Zen is still an outstanding service provider. Ring them up and the phone is answered pretty much straight away by intelligent urbane helpful individuals. So rare!

    Report on 04 April 2013  |  Love thisLove  0 loves
  • oldgold
    Love rating 5
    oldgold said

    Why is Kingston Communications not shown as being Britain's worst internet connection supplier? KC must always be the worst provider because that company refuses to allow people in Hull an East Yorks to use any other service.

    Report on 10 April 2013  |  Love thisLove  0 loves
  • nosbort
    Love rating 160
    nosbort said

    @oldgold, that is because, fortunately for the rest of us, KC is not available anywhere other than in Hull and quite frankly I think it's only fair that, having had to suffer the smug self-satisfied crowing by KC customers when they were getting such a superior phone service, it's about time you all suffered.

    Report on 10 April 2013  |  Love thisLove  0 loves
  • calharris
    Love rating 0
    calharris said

    I know this site has loads of tips but this is my own experience of dealing with the big wigs that unfortunately provide a poor service. My biggest problem is their complaints policy.

    When you join them they will never provide you with a clear complaints policy, a complaints person's name, direct phone line or e-mail address. Even if your letter is polite, precise and includes relevant evidence they take ages to respond (always beyond the 28 working days the regulator recommends). Different call centre operators say different things to you and if you ask for the manager you may have to wait for another 15 mins on the phone.

    Big companies do not budge cause you told them you are leaving them, taking legal action or downgrade - they still expect you to pay your DD every month though.

    I did win a few cases via the regulator against Orange and a credit card company to include some monies for material distress but it was a painful experience. I am utterly frustrated with current legislation (Consumer Credit Act) and after benchmarking customer service in the UK and other EEC countries I think there is a big gap especially within the utility sector (actually the past 6 yrs service has worsened and regulators' actions have not improved things that much).

    Report on 11 April 2013  |  Love thisLove  0 loves
  • dedlok74
    Love rating 2
    dedlok74 said

    Kc is the worst and most overpriced.Ofcom you are as useful as a haemorhoids ! i`d love to get the sky package with unlimited broadband but can not because we can`t get it in hull.

    Even if you are one of the few in hull who can get fibre optic with kc , you still have to pay for copper line rental even though it is not needed for fibre optic connection.Rip off hull.Can`t wait to get out of this city .

    Report on 30 June 2013  |  Love thisLove  0 loves
  • BGM
    Love rating 9
    BGM said

    what aspect of the provider is bad, is it the connection or the customer service, or both?

    apologise if this is in the article... i'll read it properly when i get to work.

    Report on 04 July 2013  |  Love thisLove  0 loves
  • Dodge
    Love rating 1
    Dodge said

    Plusnet were an absolute shambles when I switched product from standard broadband to fibre. It was one mistake after another:

    1. they forgot about my request to switch when I called up

    2. they forgot to switch my telephone service as requested

    3. they forgot to send me a router

    4. when they did send a router, it was the wrong one

    5. they booked the Openreach engineer, but told me the wrong day, resulting in a day's lost leave off work. I was told that their system made an error due to a bank holiday!

    6. they didn't check that the network settings matched my product. I would have been stuck on low speed fibre if I hadn't complained

    I really wanted Plusnet to be good as they keep their call centre jobs in the UK, unlike the big providers. But all the hassle from the mistakes made me wonder if it was worth it.

    Report on 04 July 2013  |  Love thisLove  1 love
  • wigglylines
    Love rating 9
    wigglylines said

    I agree that EE are in the top few as regards worst providers. I attempted to change to EE but I requested to stay with my original landline number, they agreed; then I received a letter to say that they were changing the number. Just think of the disruption having to inform all your contacts of a changed number.

    The package description stated '1000 free MOBILE minutes'. Wrong they were 1000 free LANDLINE minutes to mobiles.

    Cancelled the order!

    The I received a router.modem, which I don't want.

    Then received numerous letters to say they were debiting my account for landline charge and router.

    Cancelled direct debit and told them to take a jump.

    I am still with Plusnet but to be honest they have taken a turn for the worse since being taken over by BT. The PING times have doubled and the bandwidth is being throttled back by about 20%.

    Report on 02 October 2013  |  Love thisLove  0 loves
  • darby1canardly
    Love rating 2
    darby1canardly said

    After all the advertising by BT I was very tempted to switch from Sky for phone, broadband and tv. However on contacting Sky to state my intentions it was brought to my attention just what the costs would be and what I would be missing in tv content. As my main reason to change was broadband speed(streaming video) Sky's technical people were able to give me enough speed that my films do not 'stutter' anymore. So problem solved and will stay with Sky, F1 and snooker, W/BSB with Eurosport.

    Report on 02 October 2013  |  Love thisLove  0 loves
  • nosbort
    Love rating 160
    nosbort said

    @darby1canardly - you say "Sky's technical people were able to give me enough speed that my films do not 'stutter' anymore"

    Sky's 'technical people' don't have any control over the hardware that gets the ADSL connection to you, they do, however, have the ability to restrict your or anyone else's speed and if, after a call, the speed increased it is only because they were previously providing a deliberately restricted service. This is unethical and sadly typical of them (and various others), however, it is not outside the terms of their Fair Usage Policy. What you need is an ISP that does not do any 'Traffic Shaping, and does not have a 'Fair Usage Policy'. You, and many others, are victims of the over-selling of capacity that most ISPs indulge in routinely, your speed will eventually be throttled again so just wait, your stuttery films will return if you stay with Sky.

    Report on 02 October 2013  |  Love thisLove  0 loves
  • homercles
    Love rating 3
    homercles said

    Of course this is all very generalised since one person in one part of the country will never have any problems with what is claimed to be the worst provider, and someone in another area using the best provider could be plagued with problems. TalkTalk always seem to perform poorly in these "surveys" but I pay the equivalent of just £30 a month for line rental, all calls, 38Mb fibre broadband and youview and get great deals on mobile phones as well. I have not had any problems in over 5 years and any installations have been a doddle always with clear instructions and support if required. Also I don't get hassled with calls to upgrade my package every couple of days like I did with Sky, nor get robbed with inexplicable price hikes like BT (line rental alone is now £16 a month). Also we don't have cable in our street so Virgin Media is not available. Best advice is to ask people in your local area rather than trust these rather meaningless national surveys.

    Report on 02 October 2013  |  Love thisLove  1 love
  • sandbar
    Love rating 4
    sandbar said

    I have been on Virgin cable broadband for quite a while and the service has been good and generally delivers the speed advertised because the speed on cable doesn't depend on the length of line to your house. However the way Virgin dealt with a fault recently particularly impressed me. I had slight breakup on a few tv channels and the cable modem diagnostics were showing a few errors but not enough to really impact speed or performance. I rang up on Thursday night, was answered quite quickly and a helpful Scottish voice heard my problem, and despite her diagnostic system being temporarily offline, realised I needed a technician visit and offered this the following day. I could not make that so agreed to a day later (Saturday am). The technician visited promptly, looked at the fault then made a few changes to the connections outside the house and at the local street cabinet and then checked with me that this had resolved the problem - it had. All in all very good service I thought.

    Report on 02 October 2013  |  Love thisLove  0 loves
  • MK22
    Love rating 169
    MK22 said

    I agree with homercles

    Report on 06 October 2013  |  Love thisLove  0 loves
  • MK22
    Love rating 169
    MK22 said

    And a question. Why does TalkTalk on its website say it was voted top in the Which? Broadband, Phone and TV satisfaction survey 2013?

    Report on 08 October 2013  |  Love thisLove  0 loves
  • soti
    Love rating 0
    soti said

    Virgin on reliability of connection is the worst. i dont have a broadband i have a rollercoaster. i pay for 40Mbps and it varies from 5-23Mbps. and i have to restart the router twice a day and thats the replacement router. not to mention 15hrs without internet but ok i undestand faults happen. but now for a couple of days i have 0.10-0.30 Mbps can you imagine? not even 1.

    by the way why do you bother mentioning Tesco broadband on reliability of connection, do you think it has its own network? of course not it rents lines, so find the real provider and do a proper research.

    Report on 08 November 2013  |  Love thisLove  0 loves
  • robhill
    Love rating 0
    robhill said

    I've only had very minor disruption with virgininmedia broadband 3 times in about 15 yrs. All dealt with efficiently. Our BT phone line is dreadful, when you complain about the interference on the line they check it, they then call back on an extremely clear line and say there is no fault and within 24 hrs it is back to the same interference and round you go again.

    I'd get rid of BT but the line belongs to my partner who is against change, I think she is still loyal to the GPO.! (General Post Office when it was government owned, for those that don't know)

    Report on 19 December 2013  |  Love thisLove  0 loves
  • statex
    Love rating 3
    statex said

    Virgin run this con each year. When my contract is up they say they are going to increase my charges by £10 to £12. When I complain they reduce it by £9 and shortly after I have agreed to a new 12 month contract they increase my monthy charges this year by 10%.

    This year I intend to complain to the regulator.

    Report on 19 December 2013  |  Love thisLove  1 love
  • onymee
    Love rating 1
    onymee said

    mega problems with TalkTalk. I signed up on 27th January, they didn't take any payments by direct debit, and are now saying I owe them over £115! Just on the phone to them and they state that the direct debit was cancelled on the 6th of March! I have tried explaining to the silly Indian woman that not only did I NOT cancel the direct debit after signing up, but it makes no sense at all to have done so. Her reply is "would you like to set up another direct debit"? I asked her if she can guarantee that I will not end up being billed twice a month and she cannot. Apparently, it is now in their legal department, which again makes no sense at all since nobody has ever contacted me to say that they didn't get their payment In any case, I would hardly join talktalk, set up the account, give them my direct debit details, get a letter confirming the details, then cancel it later. I have just read out to the stupid woman my marketing details as she claimed that they sent me several letters about the amount owing, (they did NOT)it states clearly that I want all correspondence to be via EMAIL. So I asked her why they sent letters? She doesn't know. She doesn't know who cancelled the account. She doesn't know why I wasn't notified of a problem. In the meantime would I like to pay them the £115 please? As I explained. I have a monthly budget. I budgeted for £23 being taken from my account every month. I did NOT budget for £115 and by paying it, it means I will have to do without something if I am not to go overdrawn or be in debt. She kept apologising and saying "ok madam, I understand and apologise that you are unhappy" to which I replied, "you are not sorry at all, stop giving me platitudes and reading from your script. You have no idea how angry I am, you cannot give me any answers as to WHY this happened or as to why I was given someone else's email address at the beginning and was told I had been with them before (I hadn't). So I told her I want to make an official complaint at this utter shambles. She left me waiting on the line for 10 minutes before telling me she couldn't put me through to anyone and did I want to call back. Quite frankly I simply cannot face going over the whole story again tonight and told her to get the complaints department to phone me tomorrow.Seriously you cannot get them to understand when you call. They ask the same questions over and over again and ignore the answers. The way I am feeling right now,I want to cancel them and begger the year's contract. They have me over a barrel though. They will of course deny responsibility for anything. Deny they made a cock up and if I cancel now and pay them what I owe them, they will put a black mark against my credit rating. Luckily, whenever I phone them, I record the conversations. Tomorrow I will find the CEO's details and send him an email.

    If you are going to go with another ISP for gods sake, steer clear of talk talk as they will have you confused and demented with their mind games and lies.

    Report on 21 March 2014  |  Love thisLove  1 love
  • Alan Gallon
    Love rating 5
    Alan Gallon said

    I'm not surprised to read onymee's comments, TalkTalk has a policy of treating all customers as crooks or fraudsters. Even when you receive a sales phone-call from TT, you are expected to prove who you are. It really is a pity that TalkTalk customer service lets down what is essentially a keenly priced and relatively reliable service.

    Report on 31 March 2014  |  Love thisLove  0 loves
  • Oxygenate
    Love rating 7
    Oxygenate said

    A chum, admittedly after a couple of G&Ts, suggested TalkTalk. I asked him to produce a sharp knife so I could cut his wrists before he did damage to anyone else. So few broadband suppliers of integrity - technical excellence and in line with assessment - understandable bills - fair prices - good/excellent technical support - good non-technical support - easily obtainable list of directors and senior officers (no, Companies House is always out of date) - main office address, telephone numbers and e-mails.

    TalkTalk has NONE of these. Not one - extraordinary!

    Report on 31 March 2014  |  Love thisLove  0 loves

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