TTB Support Site.

Is rubbish. Click Ask a question and instead of opening a case it takes you to the home page. How you query a bill other than use chat between 8-6pm is infuriating.

You have three options -


Visit this page, scroll down and use the "Live Chat" link -

https://community.talktalk.co.uk/t5/Articles/How-to-...


Try the community, visit the page below then click "log in" at the top you can then register and post your question on the forum.

https://community.talktalk.co.uk/t5/forums/recentpos...


Phone support. 0345 172 0088



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Edited by Jack_Hackett (Fri 13-Jan-23 17:00:00)

In reply to a post by Banger:

Is rubbish. Click Ask a question and instead of opening a case it takes you to the home page. How you query a bill other than use chat between 8-6pm is infuriating.

I concur.

Just tried opening a case for my billing query, as noted in my other thread.....it's completely circular. Jeez. Really.

I gave up with the site and resorted to phone for 2 hours being passed between departments for a simple bill explanation.

I think I've posted before about problems I've had contacting TTB support. When (even during working hours) the phones aren't answered and 'chat' is down, it's makes you wonder what you are paying for, I found TT residential to offer better support.

“Cheap” FTTP which actually performs fine in and of itself.

Just pray you never have to resort to contacting a human being at TTB. The end. 😅

In reply to a post by Pheasant:

“Cheap” FTTP which actually performs fine in and of itself.

Just pray you never have to resort to contacting a human being at TTB. The end. 😅

Fortunately I haven't had to contact support many times in my 15 years with them, i soon learned phone support can be time consuming so used online chat this always worked for me, the community forum is very good and the OCE's are great but its not 24/7 so it can take 24 hours for your question to be answered, ideal if its not an emergency and you don't want to use the phone.

In reply to a post by Jack_Hackett:

In reply to a post by Pheasant:

“Cheap” FTTP which actually performs fine in and of itself.

Just pray you never have to resort to contacting a human being at TTB. The end. 😅

Fortunately I haven't had to contact support many times in my 15 years with them, i soon learned phone support can be time consuming so used online chat this always worked for me, the community forum is very good and the OCE's are great but its not 24/7 so it can take 24 hours for your question to be answered, ideal if its not an emergency and you don't want to use the phone.

This is for TTB though rather than Retail - will they answer queries related to TTB?

In reply to a post by Pheasant:

will they answer queries related to TTB?

Nope, and vice versa. Neither have access to the others systems.

I've had better support experiences with Talktalk Business vs Talktalk retail over the years.

Talktalk retails support is truly shocking but I continue to use them because they are dirt cheap and it just works.
I've never had single thread issues, peak slow downs, latency issues, etc etc.

The only time I've needed to contact support was Openreach copper/cabinet issues when still on FTTC. Talktalk's network has always ticked along perfectly.

Thanks. Didn’t think so either.

Looks like I found the answer to my query as to why billing PDFs weren’t able to be generated this month in my other thread. So patience required.

I was nine years with Talktalk on standard, FTTC, and Finally FTTP broadband.

On the plus side I got some good deals during those years but ran into problems with the FTTP package after a failed upgrade.

Would I recommend Talktalk to anyone that was thinking of joining, I don't think so.
If you run into problems the chances are you will be on your own, and Talktalk will probably be unable to solve it, in particular if it has something to do with your account.

That community page is totally useless, you will usually get initial replies from so called Community Stars, ie a few Talktalk customers who take it upon themselves to help the company out, (personal opinion is they should not, and just let the company sink, but it seems they have the time on their hands to so this, and its a big part of their life)

The official support on that page will "escalate the problem to backroom teams" and from my experience nothing ever happens, so the problems remain.

After a while the problem will start to really annoy and you will probably decide to leave which can be another ordeal.

Anyway I am now with BT and have taken Talktalk to CISAS,

https://www.cedr.com/consumer/cisas/

Got £100 compensation from Talktalk, some say that CISAS are not much good, but as long as your problem is at least eight weeks old and you have kept documentary proof of problems such as posting on their community page, then its worth a chance complaining.

Edited by joemardo1 (Tue 24-Jan-23 11:07:32)

The official support on that page will "escalate the problem to backroom teams" and from my experience nothing ever happens, so the problems remain.

FTTC customer here.

This is the opposite to my experience, i agree the the community is slow but its not 24/7 support and never has been, when i have used it (not often) i found the community stars push the serious stuff to the OCE's who got in touch soon after.

I find online chat the best method of getting things sorted and have been helped in the past using this method.

Calling the customer helpline is not as painful as it was 10+ years ago when joined TT.

I have in all that time not been offline for more than a 24 hours and that was due to a fault at the exchange that needed an engineer to visit, this was sorted quickly and we were kept informed.

Unlike you i would be more than happy to recommend TT and all my family are customers and have been for many years.

Have to be honest I have no issues with TT Residential.

Why did I sign up.. 1: they offered G.Fast (the other providers wanted more or a setup fee), 2: it was offered at a "decent" price.

Have I had issues.. Yes, but TT did some testing and then sent out an OR Engineer who suggested the issue was the OR supplied modem (the tend to sit in their storage for a while) and supplied a new one!

Would I ring TT for support... no sure haven't rung them in years!

Would I recommend TT... yes if you want cheap(ish) - for G.Fast, reliable internet!

I have a TTB service that is going to have completed its 24-month contract and still won't be appearing in our online portal. The support ticket is now 11 months old, they've not updated it since July.

Complete waste of time, won't be sad to cease our last service with them.

Ceased mine as of the 26th. Bye TTB. It was emotional 😂

In reply to a post by Pheasant:

Ceased mine as of the 26th. Bye TTB. It was emotional 😂

Where to, out of interest?

I’ve an alternative connection in place, so with the price rises that TTB announced coming into effect last month, it was a convenient point in time to break contract penalty free.

As with the experience of many folk, the actual service was absolutely fine, but the account management (or mismanagement) was enough to send you around the twist.