Premier Talk Avis 

After being connected to fibre NO ROUTER. Promised one not received week later, as he works from home got my son in law to ring he was able to be in for the several hours wait for ring back, promised router sent, NO ROUTER. After two weeks wait decided to switch providers, guess what well known provider could not switch, they referred to their tech department they could not switch, Suggested only alternative was to start afresh and notify Premier that I was changing, after signing up I immediately stopped DD with Premier. After Premier breaking their contract with me they now have the audacity to charge me a a termination fee. So that's why a well known telecoms company could not switch directly. Premier want to get even more money.
BE WARNED GET YOUR INTERNET ETC FROM DEL TROTTER rather than this lot.

Very proffessional lady called Tiahh, sorted the problem out immediately. Was very polite. Wish all phone operators were as good. Well done.

Tiahh was very polite and helpful, changed my contact so I was no longer paying more than necessary.
She also spoke clearly which as an elderly person whose hearing is a little impaired is important.

My dissatisfaction with Premier Talk’s handling of my digital upgrade and with our 4 months’ loss of telephone service is documented in my reviews Hardly a Matter for Congratulation and 4 Months Without the Telephone Service I have Been Paying For posted on 20 January and 1 April respectively.
Further dissatisfaction was documented in my review No Apology and Inadequate Reimbursement posted on 10 April.
Eventually, on 16 April, I received a telephone call from the same ‘Escalation Manager’ as in my 10 April review blaming the inadequate reimbursement figure on 'the system’ although I still found myself having to argue for the full figure of £155.60, which was subsequently agreed.
On 18 May, I found myself emailing that a month had gone by without receiving the £155.60 reimbursement due and also drawing attention to the fact that emails of 9 and 16 April concerning digital upgrade fees had gone unanswered.
I had received a monthly invoice dated 14 April with a credit of just £9 as well as a previously unannounced increase of £5.57 in monthly fees for a new, unspecified ‘bundle’ of services. It took three attempts to phone on three separate days before eventually, on 19 May, receiving the promised call back that would ‘keep my place in the queue’.
The representative I first spoke with was unable to provide a satisfactory explanation of the billing, and I was eventually passed to the same ‘Escalation Manager’ as before. At times, the conversation became discourteous with the first answering representative and the ‘Escalation Manager’ both at times trying to talk me down rather than wanting to hear what I had to say namely that I found it unacceptable to have been charged monthly fees for a service not received four months in a row and then to have to wait for the reimbursement to be dripped into my account over a period of 18 months. The latter tried to argue that the agreed repayment of fees was a ‘credit’ rather than a refund and, so, would indeed be credited in monthly instalments to my account as provided for in my contract – had I not read my contract? Unaware of ever having received a written contract, I was informed that it was ‘on the website’. Given to understand that the contract had 12 months to run, I pointed out that monthly instalments of £9 would not even complete the reimbursement due before the end of the contract! I further demurred that, if my contract really disadvantaged the customer in this way, it was, in my view, legally speaking an unfair contract, and I asked whether it would become necessary to bring the matter before an appropriate ombudsman for a ruling. It was at this point things suddenly changed, and I was passed back to the first representative to discuss the change in monthly billing whilst the ‘Escalations Manager’ consulted her superiors. It was soon agreed that the balance of the £155.60 reimbursement due would be paid immediately and, further, that the monthly billing fee would be restored to its previous level. The balance of £146.60 was duly received into my bank account on 22 May.
On 5 June, in a conciliatory follow up to these disagreeable events, I received a telephone call from a different member of the Escalations Department in eventual response to my email of 18 May and to confirm whether I had now received the reimbursement due. Willing to listen to what I had to say, she was apologetic about the saga of poor service I had received from Premier Talk and wanted to reassure me that the various issues I raised would be addressed. She, further, dealt appropriately with the unanswered matters in my emails of 9 and 16 April.

Was having incoming calls issues and Sinead was helpful and now all is resolved thanks again

I cancelled my contract with Premier Talk some two weeks ago and Mia phoned me a week later saying i believe you want to end your contract. I pointed out that they were charging us over £80 pounds for the internet and a phone line which was never used as my wife is disabled. She suggested an extension to the contract to reduce the bills and some compensation. I commented that i thought the treatment of a disabled person in this way could not be excused as my Wife had never been notified of any increases. Mia told me a letter from Premier Talk had been sent with an exit Penalty. The letter at that point had not been sent and we receive it a week later.
The letter has now been received with a cease charge of £265

We have been duped and robbed by a company i will continue to make people aware of.

Ally was extremely pleasant and helpful - an asset to your Company

It is now 9 weeks since change to digital and I have been without an external phone line since then. Despite repeated phone calls and an engineers visit I have had no indication of how this is to be resolved. Nor have I received a detailed breakdown of my bills which have increased substantially since the change to digital with a poorer service.

I contacted Premier Talk on behalf of my neighbour who is their customer. I found it initially difficult to get through to Premier, however, when I did talk to Ruby, she quickly assessed the situation and put things in motion for OpenReach to attend the property. The line was damaged from the mast and had to be changed. This was done very efficiently. Ruby called my neighbour the following day to check all was well. Appreciate Premier’s care.

Mae was polite and courteous, listened to my problem and said she would pass it on as she was unable to solve it.

My 88 year old mother has been without a phone line for 11 weeks. EE/BT has now sent a modem which works - something Premier Talk failed to do during the past 11 weeks. What was the problem? We have not been told. Numerous requests for us to send photos 'of the set-up'. A set up that 2 Openreach engineers had either set up or checked. Wasting our time in the guise of doing something. Missed hospital appointments was the worst consequence, along with anxiety, distress, depression. Bills doubled up on charges over the 6 months they sent us. No doubt for the years before too, but they are very reluctant to send bills from further back. Now asking for £365 for early termination of contract. An absolute scandle. Money-grabbing via their cold-calling to the elderly and vulnerable. Oh and since I posted negative reviews of Premier Talk (or whatever their current name is) I have had genuine and positive reviews for a handmade jewellery company from years ago taken down from Trustpilot. Reviews that were not flagged up as being from a bot (I am not a bot) when first posted, but curiously and coincidentally were flagged up now. What a curious state of affairs this review writing is.

On Tuesday last week - nine days ago - my mum's landline was cut off. When she and our neighbour called they were told that this was because of the digital switchover and that she would need a new box. Despite very helpful people on customer services, nothing was resolved and on Friday last week mum was told a new router was being sent as a priority. My mum attempted to call earlier this week but was unable to get through - this cost her alot of money on her mobile phone. My neighbour called again Wednesday and was promised a call back but didn't receive one. I had to come down to mum's earlier today - 140 miles - because she is so upset - I'll explain why shortly. I called today and got through twice - the first to ask what was happening, and a second time after the router had been coincidentally being delivered today, to ask why it wouldn't work - it connects to the modem but says there is no internet service; mum's landline remains unusable. I was told I would receive a call back today from the complaints team but haven't and that tech support would call by tomorrow - I'm not hopeful.

So mum hasn't had a phone line for nine days. She is 85 and leaves the house twice a week. She lives on her own since we lost dad in December. She is elderly and frail. I had to come down because without a landline she has become socially isolated and increasingly depressed. We have been able to stay in contact throughout the week, but because she has used all her credit on her mobile (it's a pay as you go) she doesn't want to use it - it's cost her a lot of money so she's only using it for "emergencies". She had more than £40 credit before last week and now has none - she's had to top up another £30. All she talks about it is how this is going to be fixed. The other reason she's not using it because the reception here in the countryside is poor - it's 2G - so it inevitably cuts off or becomes so distorted she can't here / be heard. I think it's unacceptable that your company could do this to anyone let alone a frail, old, vulnerable woman who lives on her own. Most people don't have her mobile number as it's for "emergencies" so she has been without contact with so many people that she would normally call or hear from.

Customer service always leave you hopeful when you can get through, and they're very nice, but there is no resolution after 9 days - it's not their fault but the company that supports them must leave them despondent as it doesn't back up what they say.

This high rating is down to the service received today from Chloe Penney in the Escalation Team covering a series of historical billing issues. Chloe went above & beyond to find an amicable settlement to the matter which did much to return my faith in the business caring for their customers.

Very helpful due to the matter of dealing with a Bereavement

Chloe was very polite and apologetic and was able to sort out the issues I had. Clear spoken and understanding.

Sinead whom I spoke with was brilliant she sorted my problem out with ease, she was very friendly and kind, good service.

I arranged for an appointment for an engineer to look at my mums telephone. This was done with the help/support of Belle who was very polite and professional in her approach.
Everything she arranged went like clockwork and I couldn't have asked for anything more.

Spoke to Tia, who in my opinion was very helpful and informative. She came across as very professional and hopefully has sorted out my dad’s delivery of the new router.

i spoke to Tiahh today about my nans monthly bill fluctuating to different prices she helped with everything i needed help with. she resolved the problem almost immediately and she was very kind and caring. thank you Tiahh