To start with it wasn't easy speaking with someone to resolve the issue - tried online chat, contact centre and email - there was a lot of going round in circles when really we just needed the job log... See more
Company replied
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Afzal was very helpful giving clear instructions on how to set up my account so i could see my business invoices. He talked me through setting up a new password and suggested a password to ID mysel... See more
Company replied
⭐⭐⭐⭐⭐ Really impressed with the help I received from Saurabh at TalkTalk. I needed copies of some invoices and was also struggling to get access to my accounts, and Saurabh went above and beyo... See more
Company replied
I had a very good experience with TalkTalk Business, especially thanks to Sharon. She was extremely kind, patient and helpful throughout. She took the time to listen, explained everything clearly, and... See more
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Company details
- Internet Provider
- Business to Business Service
- Internet Service Provider
- Telecommunications Equipment Supplier
- Telecommunications Service Provider
- Telephone Company
Information provided by various external sources
At TalkTalk Business we’ve been serving the unique needs of businesses for almost 20 years. With future-proof, scalable technology, dedicated support and our Next Generation Network we’re already getting businesses ready for the next chapter.
Written by the company
Contact info
United Kingdom
- 0800 083 2545
- talktalkbusiness.co.uk
4.2
Great
22K reviews
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Still having the same billing and system problems after two years
UPDATE FOR TALKTALK BUSINESS:I see your request and want to send my details to your customer experience team, but your official Trustpilot "Information Request" link has expired and is locked. Please log into your Trustpilot portal and click "Request Information" on my review one more time. This will generate a fresh secure link so I can safely send you my account number and contact number without publishing them to the public. Thank you!
My experience with TalkTalk Business has been very frustrating, particularly because I have now experienced essentially the same problem twice.
Around two years ago, I renewed my contract and TalkTalk Business overcharged me for several months. The amount charged was different each month, and despite contacting customer service several times, I was repeatedly told that the issue would be passed to the relevant department and that I would receive a refund.
More than a month later, nothing had happened. I eventually had to call the complaints line, where a manager reviewed the case and managed to resolve it within two days. So the problem could be solved, but only after I escalated it to a complaint.
Fast forward two years and I renewed my contract again. Unfortunately, TalkTalk Business is once again charging me the old contract amount instead of the renewed amount.
I raised a case through their "new" MyAccount system. I received an email confirming that the case had been created, but the case does not appear in MyCases. In fact, My Orders, My Services and My Cases show no useful records at all. The only section where I can see anything is Invoices, and those invoices are still charging me the old contract amount.
I contacted online support and, to their credit, the agent was polite and was able to locate the case internally. I was told:
"your renewed contract is yet to be updated on your account"
and that the case had been escalated to the relevant department.
This raises another concern. If the support team can see my case internally, why can't I see it in MyCases? What is the point of a customer portal where the customer cannot see their own orders, services or support cases?
I also asked when the "new" system would be fully functional. I was told that the technical team is working to fix issues caused by the migration to the new system, but that there is "no specific timeline" for when this will be fixed.
Although the support staff I have spoken to have generally been polite, I increasingly get the impression that frontline customer service is not sufficiently equipped to actually resolve these kinds of problems. They can identify an issue and escalate it, but there seems to be little ownership and no clear timeframe for resolution.
What makes this particularly disappointing is that this is not a new problem for me. I experienced almost exactly the same billing problem after renewing my contract two years ago. Two years later, after another contract renewal, I am experiencing another billing problem and another escalation.
Customers should not have to repeatedly contact support, wait more than a month, and potentially escalate to a complaints team just to get a contract and billing issue corrected.
After two years, I would expect a much more reliable billing system, a properly functioning customer portal, and a support process where someone actually takes ownership of the problem and gets it resolved.
21 August 2026
Unprompted review
Reply from TalkTalk Business
--Updated 01/09/2026--
Good Afternoon William,
Unfortunately, as you did not reply to the request for information within the provided 3-day grace period by Trustpilot the initial request has expired. Trustpilot, does not currently allow us to re-request information for the same review once the 3-day period has passed.
I would suggest you email our Customer Services Team on customerservices@talktalk.business, and refer to your Trustpilot review along with providing your account details and any relevant cases you wish us to review in relation to your experience. The team will pick us and have this escalated to our Customer Experience Team to support further.
With thanks,
Rebecca
Customer Experience Team
---------------------
Good Morning William,
We appreciate you taking the time to share your detailed feedback regarding your recent contract renewal and the recurring billing issues you've encountered. We sincerely regret that you are experiencing a similar problem to one you faced previously. It is clear that the repeated overcharging and the difficulties with our customer portal have caused significant frustration, and we understand your disappointment with the lack of a timely resolution and clear ownership of these concerns.
We acknowledge your observations about our support team's ability to escalate issues but not always resolve them directly, and we are actively working to empower our frontline staff further. Your comments about the functionality of our "new" MyAccount system, particularly the inability to view your cases, orders, and services, are also very important to us. We recognize the inconvenience this causes and are committed to improving the user experience and the transparency of our portal.
We are reviewing our internal processes to ensure that contract renewals are handled more smoothly and that billing accuracy is maintained consistently.
I would be happy to look into this further, if you would like to provide the information needed to identify the account, I would be more than happy to help further.
If you could reply to our request for further information (account number, contact number) as soon as we receive this, we will assign your case to a member of the customer experience team who will work hard to resolve your issues.
Many thanks
Rebecca
Customer Experience Team
Reply from TalkTalk Business
Good Afternoon Shildon Community Bus,
We are so pleased to hear you had such a positive experience and found our team member to be very helpful. Thank you for your kind feedback!
Many thanks
Rebecca
Customer Experience Team
Amaan provided an excellent and polite…
Amaan provided an excellent and polite response to my queries Tuesday, 25/8/2026
25 August 2026
Unprompted review
Reply from TalkTalk Business
Good Afternoon Corbally,
We are so pleased to hear that Amaan provided such an excellent and polite response to your queries. Thank you for taking the time to share your positive experience with us.
Many thanks
Rebecca
Customer Experience Team
Our shop Internet was not working…
Our shop Internet was not working properly from last 2 months so we called Talk Talk and there was a person by name of Abu Bakr.
He was really helpful and friendly within 5 minutes he fix our internet problem
Thank you so much Abu Bakr.
24 August 2026
Unprompted review
Reply from TalkTalk Business
Good Morning Khaled,
We are so pleased to hear that Abu was able to resolve your internet issue quickly and efficiently. It's wonderful to know that you had such a positive experience with our service. Thank you for sharing your kind words.
With thanks,
Rebecca
Customer Experience Team
Leaving after 10 years... Awful customer service
Have been a customer for the best part of 10 years, and charged for an obsolete and faulty router. Once I understood why I had been charged, I returned the router but that was still not enough.
They have lost a loyal customer due to exceptionally poor customer service.
24 August 2026
Unprompted review
Reply from TalkTalk Business
Good Morning Richard,
We are truly sorry to hear about your recent experience and the frustration caused by the router charge, especially given your decade-long loyalty. We understand your disappointment and appreciate you bringing this to our attention.
I would be happy to look into this further, if you would like to provide the information needed to identify the account, I would be more than happy to help further.
If you could reply to our request for further information (account number, contact number) as soon as we receive this, we will assign your case to a member of the customer experience team who will work hard to resolve your issues.
Many thanks
Rebecca
Customer Experience Team
I'm absolutely appalled with the way I…
I'm absolutely appalled with the way I have been treated by Talk Talk. I have been s customer for many years, and recently enquired about upgrading to Full Fibre, I rang them in early July and agreed a contract with them to stay as a customer.
My installation date was today 24 August. I rang their customer service number to ask if they were still coming today, and was told 'the agreement had been cancelled' I hadnt cancelled it and I've had nothing from Talk Talk to say otherwise.
I am extremely cross and annoyed and when I was transferred to someone else, I had to start all over again. The call was then terminated (not by me !).
24 August 2026
Unprompted review
Reply from TalkTalk Business
Good Morning Michael,
We are truly sorry to hear about the frustrating experience you've had with your recent upgrade enquiry and the unexpected cancellation of your Full Fibre installation.
We understand how upsetting it must be to have an agreement cancelled without your knowledge, especially after being a loyal customer for so many years. We also regret the inconvenience of having your call terminated after being transferred.
I would be happy to look into this further, if you would like to provide the information needed to identify the account, I would be more than happy to help further.
If you could reply to our request for further information (account number, contact number) as soon as we receive this, we will assign your case to a member of the customer experience team who will work hard to resolve your issues.
Many thanks
Rebecca
Customer Experience Team
Super Efficient
Saurabh dealt with my query and was super efficient in resolving this issue.
24 August 2026
Reply from TalkTalk Business
Good Morning Kym,
We're delighted to hear that your query was resolved so efficiently by Saurabh. Thank you for sharing your positive experience with us. We are really pleased that the service you received was worthy of a 5-star review.
With thanks,
Rebecca
Customer Experience Team
Reply from TalkTalk Business
Good Morning Zhou,
We are so pleased to hear that we were able to assist you and resolve your problem effectively. Thank you for your wonderful 5-star review!
With thanks,
Rebecca
Customer Experience Team
Saidul Alam is excellent at his job.
Saidul Alam was charming, but more importantly, patient and helpful. He explained technical issues clearly and ensured I was buying the best product for me. He is excellent at his job.
21 August 2026
Unprompted review
Reply from TalkTalk Business
Good Morning Vanessa,
We're so pleased to hear that Saidul provided such a positive and helpful experience. It's wonderful to know they clearly explained technical issues and assisted you in finding the best product.
With thanks,
Rebecca
Customer Experience Team
Inadequate support website.
I just wanted to change the bank details for our direct debit. There seems to be no easy way to do it and I had to resort to your chat line which was a nuisance. The water company, by comparison, allowed me to simply edit the bank details that were accessible online. It took two minutes compared with about half an hour or more with you. You emailed me a direct debit form to print, scan and return. Very messy.
20 August 2026
Reply from TalkTalk Business
Good Morning Alan,
We appreciate you taking the time to share your feedback regarding the direct debit update process. We understand that the current method of changing bank details was inconvenient and time-consuming compared to your experience with other services. We are actively reviewing our online processes to make such updates more straightforward and user-friendly. Your comments highlight areas where we can improve, and we are committed to enhancing our digital services for a smoother customer experience.
With thanks,
Rebecca
Customer Experience Team
Munif
Munif - One Service Desk was very helpful, polite and provided further details to enable us to rectify the problem later on
21 August 2026
Reply from TalkTalk Business
Good Morning,
We are delighted to hear that Munif was helpful and provided the necessary details to resolve your issue. We appreciate you taking the time to share your positive experience.
With thanks,
Rebecca
Customer Experience Team
Great service by Azafl
20 August 2026
Unprompted review
Reply from TalkTalk Business
Good Morning Tracie,
Thank you for your wonderful feedback. We are so pleased to hear that you had such a positive experience with Azaft. We truly appreciate you taking the time to share your thoughts.
With thanks,
Rebecca
Customer Experience Team
friendly custom service
20 August 2026
Unprompted review
Reply from TalkTalk Business
Good Afternoon Zhongquan,
We are really pleased that the service you received was friendly and worthy of a 5 star review.
With thanks,
Rebecca
Customer Experience Team
Reply from TalkTalk Business
Good Aternoon Eagle Accountants,
We are sorry the speed is not as expected. We are always working to improve our services.
With thanks,
Rebecca
Customer Experience Team
We had difficulty in setting up our new…
We had difficulty in setting up our new phone for our shop, Lee was extremely professional and knowledgeable and could not of done more for us, I am very grateful and just wanted to leave a review to advise that lee was great and I really appreciate his knowledge and help to rectify an ongoing issue we had for a while.
19 August 2026
Reply from TalkTalk Business
Good Afternoon Enfys charity customer,
We are so pleased to hear that our team was able to provide such professional and knowledgeable assistance with your new phone setup. It's wonderful to know we could help rectify an ongoing issue for you. We truly appreciate you taking the time to share your positive experience.
With thanks,
Rebecca
Customer Experience Team
Junaid was very helpful
Junaid was very helpful, polite and knowledgeable. Thank you for your help!
20 August 2026
Unprompted review
Reply from TalkTalk Business
Good Afternoon PocDoc,
We're so pleased to hear that you found Junaid to be helpful, polite, and knowledgeable. Thank you for sharing your positive experience with us. We are delighted that the service you received was worthy of a 5-star review.
With thanks,
Rebecca
Customer Experience Team
Once I finally goth through the checks…
Once I finally goth through the checks the process was handled quickly
20 August 2026
Reply from TalkTalk Business
Good Morning,
We're glad to hear that once the initial checks were completed, the process was handled quickly for you.
Hopefully next time we will be able to make this experience 5* worthy.
With thanks,
Rebecca
Customer Experience Team
Well-trained staff
Well-trained staff who do their best to be helpful - both in customer service and technical services.
17 August 2026
Reply from TalkTalk Business
Good Morning,
We're so happy to hear that our team's dedication to helpful service, both in customer support and technical assistance, made a positive impact on your experience.
Hopefully next time we will be able to make this experience 5* worthy.
With thanks,
Rebecca
Customer Experience Team
Reply from TalkTalk Business
Good Morning,
We are so pleased to hear that you had such a positive experience with our customer service. We always strive to provide excellent support, and your feedback is truly appreciated.
Many thanks
Rebecca
Customer Experience Team
All very easy and helpful on the Chat…
All very easy and helpful on the Chat service
19 August 2026
Unprompted review
Reply from TalkTalk Business
Good Morning Ian,
We're delighted to hear that our chat service was easy to use and helpful for you. Thank you for taking the time to share your positive experience!
Many thanks
Rebecca
Customer Experience Team
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