We need to talk about TalkTalk – Ofcom

Bad Customer experience

UK telecoms regulator Ofcom has done a big survey on customer satisfaction with CSPs and TalkTalk has the lowest customer satisfaction levels.

Ofcom conducted over 3,000 interviews at the start of this year to find out what people think of their communications service providers. The results are split down into landline, broadband and mobile providers but the lowest satisfaction score of all was TalkTalk for broadband. It scored a 72% satisfaction rating according to criteria that you can find more about here.

You can see tables summarising the findings below. TalkTalk was also one of the worst for landline, while Vodafone and Virgin Mobile jostled for bottom spot among the major mobile providers. Plusnet has the highest broadband satisfaction, but isn’t so great when it does screw up, BT/EE seems to have kept on top of its landline service and Giffgaff is kicking ass in mobile.

“People often focus on price when they’re choosing a phone or broadband provider. But there are big differences in the customer service offered by providers,” said Lindsey Fussell, Ofcom’s Consumer Group Director. “We’re encouraging people to look beyond the price and consider customer service too. In such a competitive market, companies simply can’t afford to let their service standards slip. If they don’t up their game, customers can vote with their feet.”

Ofcom also tracked the likelihood of respondents to recommend a service to a friend and the results more or less correlated with the satisfaction scores. It concluded with its standard spiel about how hard it’s working to get telcos to sort themselves out, whil USwitch came out with its usual comments imploring people to used its service if they’re not happy with their current provider.


Ofcom May 2018 complaints broadband



Ofcom May 2018 complaints landline



Ofcom May 2018 complaints mobile

What do you think?

Following comments from the European Data Protection Supervisor, do you feel the internet giants are taking advantage of the digital economy?

  • Yes - transparency is a myth (53%, 95 Votes)
  • Yes - lack of regulation has been targeted (26%, 47 Votes)
  • No - the consumer should have known about the value exchange (12%, 22 Votes)
  • No - they are experimenting with new ideas (9%, 16 Votes)

Total Voters: 180

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  1. Avatar Keith Rogers 13/10/2020 @ 2:15 pm

    My mother in law (92 years old) received a message from talktalk when trying to dial out on a landline demanding a code to proceed. The account name is her husband’s who’s incapacitated in hospital. She has no computer and no knowledge of a passcode. I’ve tried speaking to talktalk to ask why and they refuse any help without the passcode and kept saying to go online. They also said they had to speak to her bed ridden husband. She needs the phone for emergencies and is totally isolated without it. The took my number and promised contact within 48 hours. This is not acceptable.

  2. Avatar Kate Basford 20/11/2020 @ 9:45 am

    They have the nerve on their rambling but unapproachable website to tell me that if I think I am suffering from the Corona virus to phone 111. How to do this when my line was out of order for nearly three weeks puzzles me. I have tried countless times to contact them, the only way is through the Chat Line which strangely is always busy. Finally I have been offered compensation but as it was difficult to hear not to mention understand, I do not know how much or when I am likely to receive this. To-day my bill arrived and it informed me that my service is going up. Does this give me the right to cancel my contract with Talktalk? as I fear another year with them may just drive me over the top!!

  3. Avatar Shirley Maher 23/11/2020 @ 4:25 pm

    My husband Mr. Philip Jonh Maher was charged on two bills since 2015. It was only myself and my son who discoved this. We contacted our bank in attemp to resolve this and now talk talk are saying we owe them thousends of pounds

  4. Avatar Sandeep Singh 04/12/2020 @ 1:56 pm

    This company talk talk should not be allowed to even trade. First of all all their customer service agents are based abroad in South Africa and the Philippines and at the same time you are unable to register a complaint with them as all they will do is pass you from different department to another department. They have no idea how to deal with any calls and to be honest may even be also doing fraud as who knows how they are dealing with payments from your card. If they cannot even speak English properly or even deal with your query then would you trust them with your personal account details. No way. The fact that they cannot even speak to you properly in my opinion will not install any trust in them and nobody should be dealing with these kind of people. It is far too risky.

  5. Avatar Brett 08/12/2020 @ 3:11 pm

    Talk Talk are a bunch of con men!!!!!!! Do not trust them.

  6. Avatar Lisa Marie 16/01/2021 @ 1:45 pm

    Talk Talk strikes again!! My 81 year old Father in Law has not long come out of the hospital following a heart attack. He has a Care Line emergency button through his phone line to the emergency services in case he falls and this had been cut off for over 10 days!! His phone line had been switched off due to his account being cancelled at the end of the month. When we contacted Talk Talk we spent over an hour trying to have the issue resolved Following being asked security questions they refused to access the account because we couldnt tell them the amount on the bill for January. Had we received a bill for January we could have told them!! . After numerous times explaining we had not received a bill through the post as we dont have an online account they still refused to help. After a further half an hour of repeating ourselves with regards to not receiving a bill we demanded to speak to a Mangager and guess what same security questions were asked. We gave them the last payment amount full adress details and last date of payment and they still refused to help. So basically you are leaving an 81 year old vulnerable man without any point of contact to the outside world because we cannot give you the information that you want as YOU havent even sent the bill out!!! Absolutely furious and your incompetence…sort out your complaints process and yes I will making a full complaint to the ombudsman.

  7. Avatar Mark 01/04/2021 @ 7:03 pm

    This company is conning people out of money they don’t owe. i have in the last 3 months received a letter from them say that I owe £406 27p from back in 2015. I contacted them and the only way they would speak to me was if i gave them my date of birth, which now i see why. they wouldn’t tell me anything about how and when i was supposed to of accumulated this amount, just that i owed it. asked them to send bills to verify this amount so that I could look back on my bank statements and was told they couldn’t do that. since that phone call i have received a court letter telling me i have to pay it. Lost my wife 3years ago to cancer and now trying to bring our little boy up, and this company think it’s wright to take money from me without proving i owe it. How are they allowed to come on you after 5Years without any correspondence through the five years and get away with it. I know i have been with my ongoing supplier for the last five years and have always kept up with my bills, as i do believe company’s cut you of if you were to miss your bills. all i am asking is proof of talktalk why won’t they provide it. i will tell you why it is because it’s fabricated. tip to everyone out there make sure you hang on to your bank statements for at least 6 years.

  8. Avatar Muhib 09/03/2022 @ 1:06 pm

    Talktalk are a bunch of conmen.

    Their retention team agree a deal which they can’t give, then you call and waste an hour to find out that a manager has approved it. Turns out they didnt, so broken your contract, when you call they just say they need to looking into it, leave you on hold for over half hour and then hang up.

    Also, for a telecoms company, the call line sounds like your speaking with someone in Botswana.

    I have tried to raise a complaint and even that they don’t take seriously, it took 45 mins to find out that a bar had been placed on my account which is why I never got any service.

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