Premier Talk Reviews 4.001

Very polite, thorough and easy to understand.

For a start , answer calls instead of hanging up , don't charge elderly people far too much because they don't understand about digital switchover ..shall I continue ?

I had occasion to query my account as I had been wrongly over charged. This was corrected with the help of Mae and Ruby who between them quickly sorted out the problem and rectified the charges.

Premier talk have been a disgraceful company to deal with. My elderly mother was left without a phone or any form of communication for weeks. She also had a care alarm linked to her phone. After dreadful communication we were forced to leave premier talk and join BT who have been extremely helpful from the beginning. We informed PT my mother had left them but for 4 months kept sending her invoices racking up a huge bill. Premier Talk also then kept ringing and hassling my mother for payment when she was no longer their customer.
A lady from credit control has rung me (daughter) today and finally after 4 months has closed the account. This is the first helpful conversation I've had with PT for months.

I have had problems with Premier I cancelled my landline which I had to pay for. But you reinstated the landline which I did not want because I was having many scam calls. I telephoned you recently and your assistant Leanna sorted it out for me. She was a delightful girl and a credit to your company.

I wish to thank Belle and Mya for there help in trying to sort out my upgrade out. Unfortunately I was unable to do it , I had to pay for an engineer to come , it turned out that the wires had to be altered but unfortunately my phone still has problems with the incoming calls, this new system has upset the whole phone. I was not told that this would happen to phones of a certain age. It has cost me so much money that at the age of 80yrs is not good.

She did her very best to help me understand the reality of my contract with Premier not 100% happy w company policy but she was great in helping me throu it

Tiahh was a very friendly young lady who sorted out our problem superbly. We even made a mistake when giving her the credit card details to make a payment but managed to speak to her later in the day to correct our mistake. She was still delightful to speak to after a long shift. An asset to the company for sure.

Have had a few issues with premier Talk since going digital, till then not one issue. This morning was dealing with Ruby, what a gem. Talked me through last 2 bills explaining everything in detail.Took time to read all correspondence and rectify my problem .I could have hugged this girl. Thankyou

Ally was easy to talk to and patient
( needed to be as I am dinosaur with IT!). She spoke in layman’s terms and ensured I understood the information she was giving me. Even better she has saved me £80 approx a month!

Tiahh was very efficient, polite and understanding on both occasions I have had the pleasure of talking to her. Wish I could say the whole experience with premiertalk was a 5. Unfortunately not.

Here we are over 10 weeks on and still no landline since the upgrade, multiple promised call backs not received and help lines unanswered despite waiting on the line or pressing 1 then receiving a silent call back.
Actually got through on one occasion and all was going well until I mentioned terminating the contract and suddenly they can't hear me properly as the call keeps braking up.
It's been an absolute farce with this company and still no sign of any resolution and now we will have to wait another three days as they don't work Fridays and Weekends.

Enjoy talking to Mae Tia and Ruby also Ellie.the call back system could certainly be better and the music is!!!!!!

Ma was very helpful, sorted the problem out efficiently!!

Initially I felt the call I logged wasn’t being handled with the priority it deserved, but when James took over ownership of the issue it was soon escalated and he kept in touch regularly with any updates and we can now see the issue will be resolved soon. Well done James.

Despite cancelling my broadband and landline account (due to escalating cost) they are still taking money, in varying amounts, from my bank account. It is now almost the end of April, surely their system should be updated within a 5 month period!! They now owe me in the region of £350 and want to keep it as credit towards a mobile SIM card. The girls on the phone line are sympathetic and polite but nothing changes, I have a new payment taken today, and I am beyond frustrated!

Tia was very helpful, courteous and kind, clear and concise. She is an asset to your company.

About a year ago, my dad asked me to review his monthly bill as it seemed unusually high. When I contacted Premier Talk, I found that he had been charged for items he didn’t recognise and had not requested. To their credit, this was resolved at the time and a refund was issued.

However, in February this year, I reviewed the account again and noticed that the cost had gradually increased, with similar charges appearing once more. I contacted Premier Talk and was told this would be investigated, but I received no follow-up.

Sadly, my father passed away at the end of February. We kept the phone line active temporarily while clearing his house. I then contacted Premier Talk onthe 1st April to cancel the account and spoke with Ruby, who was kind and helpful. She advised that I would need to speak with the closure team, who were unavailable at the time.

Since then, despite multiple follow-ups, I have not received any contact from the closure team. The account has remained open since 1st April, and no refund has been processed. I was later told that an attempt was made to contact me on 16th April, however I have no record of any missed calls and can evidence this if required.

My father’s bank account is now closed, and I have been trying to resolve this matter responsibly — to close the account, arrange any refund due, and settle any outstanding balance. Unfortunately, the lack of communication has made this extremely difficult.

Given the circumstances, I am not willing to continue chasing this further during what is already a very difficult and emotional time.

I strongly feel that there should be a clearer and more compassionate process in place for bereavement cases.

Tia was so professional and so helpful and very communitive,and willing to sort my issue out.
Well done