Why are TalkTalk picked on if AOL and Orange are worse?

Just seen the Six UK ISPs Named as Which Mags Recommended Broadband Providers.

In reference to www.ispreview.co.uk/index.php/2012/07/six-uk-isps-named-which-magaz...:

(51%) � Virgin Media
(51%) � Sky Broadband
(46%) � BT
(40%) � TalkTalk
(37%) � Orange UK
(28%) � AOL

I know AOL's call centres are currently overseas and I think Orange's are but I'm unsure. So how come it feels like there is a news article every month saying how shocking TalkTalk's overseas support centres are if you can get worse? Why haven't AOL or Orange been penalised?

On a side note isn't it funny how the ones at the bottom of the list are the biggest providers?

In reply to a post by Xplosion:

Why haven't AOL or Orange been penalised?

Penalised for what? Chasing people for money they don't owe? Sending debt collectors to collect non-existent debts? Threatening & intimidating people who no longer have contracts? ...

Not all customer support is technical phone support!

In reply to a post by XRaySpeX:

In reply to a post by Xplosion:

Why haven't AOL or Orange been penalised?

Not all customer support is technical phone support!

I realize this but if less customers were satisfied with them than with TalkTalk then why are they (TalkTalk) publicized so often for low customer approval?

Edited by deleted (Mon 30-Jul-12 21:47:41)

*Maybe* there's more to it than just CS ?

Utility Warehouse came second? Both of their customers must have recommended them.

In reply to a post by Xplosion:

On a side note isn't it funny how the ones at the bottom of the list are the biggest providers?

ISP A: 4 million customers and 1% are unhappy >>> 40000 unhappy customers

ISP B: 5000 customers and 1% are unhappy >>> 50 unhappy customers

So who's going to grab all the headlines? It certainly aint the latter!

In reply to a post by Zarjaz:

*Maybe* there's more to it than just CS ?

Don't know about other ISPs but TalkTalk's phone support is the only thing which let's it down. Its actual service is superb: fast consistent speeds 24/7, great pings and they keep the bandwidth rapists away by throttling P2P traffic. I've been so impressed with them that i've just agreed a new heavily discounted 12 month contract with them today...£5.25 per month for their Plus package + £9.50 pm line rental, all confirmed by an online OCE so 100% sure they will honour it.

£14.75 per month for truly unlimited broadband with static ip inclusive of line rental with unlimited UK landline calls

In reply to a post by baby_frogmella:

TalkTalk's phone support is the only thing which let is it down.

You obviously don't read the news, e.g. TalkTalk gets the Wooden Spoon award for worst customer service AGAIN

In reply to a post by baby_frogmella:

...Don't know about other ISPs but TalkTalk's phone support is the only thing which let's it down. Its actual service is superb: fast consistent speeds 24/7, great pings and they keep the bandwidth rapists away by throttling P2P traffic. I've been so impressed with them that i've just agreed a new heavily discounted 12 month contract with them today...£5.25 per month for their Plus package + £9.50 pm line rental, all confirmed by an online OCE so 100% sure they will honour it.

£14.75 per month for truly unlimited broadband with static ip inclusive of line rental with unlimited UK landline calls

...but full LLU on an annual or longer contract may not be everyone�s cup of tea?

In reply to a post by XRaySpeX:

In reply to a post by baby_frogmella:

TalkTalk's phone support is the only thing which let is it down.

You obviously don't read the news, e.g. TalkTalk gets the Wooden Spoon award for worst customer service AGAIN

And for every unhappy customer, there's thousands out there which are perfectly happy with TalkTalk. IIRC, the transfer of Tiscali legacy customers onto the TT network wasn't handled that well....especially wrt to the billing platform. However i'm pretty sure every ISP would have had problems when you consider the sheer number of customers being transferred over. TT is no better or worse than other large ISPs such as BT, Virgin etc.

In reply to a post by 4M2:

In reply to a post by baby_frogmella:

...Don't know about other ISPs but TalkTalk's phone support is the only thing which let's it down. Its actual service is superb: fast consistent speeds 24/7, great pings and they keep the bandwidth rapists away by throttling P2P traffic. I've been so impressed with them that i've just agreed a new heavily discounted 12 month contract with them today...£5.25 per month for their Plus package + £9.50 pm line rental, all confirmed by an online OCE so 100% sure they will honour it.

£14.75 per month for truly unlimited broadband with static ip inclusive of line rental with unlimited UK landline calls

...but full LLU on an annual or longer contract may not be everyone�s cup of tea?

True but those of us who don't have a gypsy lifestyle will have no qualms about entering annual contracts. As for full LLU, its the only way to get cheaper broadband and telephone line rental. Sooooo glad i'm not on a BT (spit) line anymore

Exactly!

The OP was why does TT get such a bad press?

It's these minority of unhappy customers who shout and the TT ones shout louder than those of other firms because they have more reason to.

Unless you believe that TT particularly attracts a certain class of shouty customer .

In reply to a post by baby_frogmella:

As for full LLU, its the only way to get cheaper broadband and telephone line rental.

Are you sure about that, when there are so many various deals available? Although I agree that the package that you've got would be hard, if not impossible, to beat

That's a very misleading opening post!

You head it with "Six UK ISPs Named as Which Mags Recommended Broadband Providers", then list six providers. Which are the bottom six of fifteen. Then make a statement which appears to be about those six and cannot be , as the ones at the top of your list are the biggest.

And by the way, there are huge numbers of complaints about BT's overseas call centre(s).

Unless I'm mistaken, TT & AOL are the same company anyway.
The people that collate these figures work out complaints per 1000 customers, not absolute numbers, so the argument that more customers excuses more complaints is spurious.
I was with AOL for too long - their support was pants.
Moving to O2 got me a 50% performance increase, more stable figures, and in my experience, far superior support, and a good price (I have an O2 phone).
Just a shame they don't do fibre, otherwise they'd have me for years.

One thing I would say with the utility warehouse. Again, I could be mistaken, but they have many members making a living from selling their services who would have a very strong motivation to vote in their favour in any surveys . . . or maybe I'm just an old cynic.