Premier Talk Reviews 4.101

Tiahh excellent and human customer service is a credit to your company. So good to speak to a real person and not a call centre or button pressing on my phone . Weldone Tiahh

Mae was fantastic and easy to understand, hopefully she can solve the problem with my landline soon. Such a shame i have had no phone line for a week now as I’m awaiting the new phone and internet hub that is held up in delivery.

I will be grateful if you can get my landline connected as soon as possible many thanks 01733810328

Chloe was very helpful and pleasant confirming my broadband package and commence date.
She answered my questions patiently explaining everything.
Such grea customer service.

Belle was very helpful, polite and answered my questions. The customer service in this instance was very good. However I am very disappointed with the huge recent price hikes.

The first request for call back by dialing 1 received no response , second attempt I received a call back from Mya who was most helpful and quickly sorted the issue with my account. Mya was both helpful and patient with my enquiry I hope going forward this level of service continues.

Digital phone line eventually sorted out after 9 weeks without a landline also lost WiFi for a short time. Response from customer services varied from 1-4 hours. I found James to be very helpful about my concerns. He reassured me that he would get it fixed which he did.

Very polite helpful and patient with added humour as a bonus.

The lady Chloe on the phone was very helpful and polite. Helped me a lot to solve things out thanks again.

Ruby was amazing! So helpful, so knowledgeable! I could not fault the service and support she gave me!

Thank you cloe for your patience! Answered all my 100 questions. So very polite

I have been trying to sort a receipt out for a payment l made in February. On calling for the 5th time about this Tiahh has finally sent me my confirmation I requested. Thanks to Tiahh l have given her 5 stars.

James was very good at contacting and keeping me informed. Was particularly impressed by the way he leased with Open Reach to facilitate the engineer attending when he was in the area.

Groundhog Day / Truman Show
Update 11.05.26: 6.5 weeks and no phone for my 88 year old mother who relies on it. She has missed hospital appointments because of this. She is awaiting surgery and in a great deal of pain. Premier Talk have increased her wait for surgery. They trick customers into leaving positive reviews by sending links to Trustpilot and asking for a personal review, even if the overall service has been a disgrace.
Update 19.04.26 Was called by Maya, tech team, on 17.04 who told me about the content of a message she apparently sent, and the content of a conversation we had had. Neither was correct. Completely different story to what actually happened. And despite the Openreach engineer telling my mother that she was without a phone line and internet at the end of his visit because of Premier Talk, not an equipment or line issue, Maya tells me that was not true. If only I could get one clear story of what happened over those 3 weeks..... If I was rating Premiertalk for the politeness and friendliness of the Customer Support team - esp May on that first day and Tia more recently - they would get 5. For effectiveness of the tech team they get 1 (or 0).
17.04.26Calling Customer Service over the course of the 3 week period when my 88 year old mother was without a landline felt like a weird mash-up of Stepford Wives, The Truman Show and Groundhog Day. Polite people saying the same thing and nothing getting done. Incorrect notes being put on the system. Silent calls at the end of a working day from Maya in the tech team, so she can tick something off her (no doubt very long) list. Notes that document calls that never happened (about a gentleman calling up and being asked to send photos of his set-up - !!! - and to inform me of an Openreach visit). A promised visit from Maya over a week ago that meant I had to stop my own working day at 2 to await an engineer at 3pm that never happened. No call, message, nothing to let us know it wasn't happening or to explain. During that time my mother missed important calls trying to book hospital appointments which meant she is at least 2 weeks further away from vital surgery than she should be. I began to question my own sanity when I rang daily, often more than once and kept being told they were 'baffled' 'confused', that they would 'look into it', I would be 'called back'. Promises that were not kept. I was told 2 days ago that 'as I was told' the day before an engineer would be there the following day. A call that did not happen. That engineer from Openreach did turn up. Hallelujah. They checked the line to the house, they set up the modem. And then - still no landline but ALSO no internet. A lengthy call from them to Premiertalk established that, in fact, it had been Premiertalk's fault all along. Something they could have rectified 3 weeks before if only someone had looked into it properly. At the start of this debacle on 27th March my mother received a new modem for the digital switchover on the same day as a letter informing her that Premiertalk were sorry she had decided to leave and that she should pay £365 due to ending a contract early. No letter explaining what the modem was about. No warning prior to this that she was to be switched over on that date. My mother had not asked to leave. Speaking to May on 2 April I was told we should ignore that letter, no money was due and that a digital modem should not have been sent out without a recorded conversation with my mother agreeing the new contract. And she could see no record on file that a conversation had taken place. She could also see no record that my mother had asked to leave (she hadn't). She was 'baffled', would speak to someone else and I would be called back. I had a call back from James who said 'I understand you are having trouble setting up'. I directed him to my mother's notes on file and explained again. He was 'confused', would look into it and call me back. He didn't. And so the daily calls from me began - over 2 weeks of them. BEFORE the internet, not phone, was restored, Ali called me from escalation (complaints) to say she had deposited £60 in my mother's account as compensation for no line. When I said I did not think that resolved matters she asked what would. I said a) my mother's landline and internet working as it should; b) an explanation as to what went wrong. I called this morning and another person - Leanne - called me back. Listened to the whole shebang, very apologetic saying she would ask tech team to call me, but no way of putting me through or giving me a direct number. So, each one of these calls involves waiting on the line – perhaps for 5 minutes, first time for an hour, yesterday 1 hour 50 mins before giving up and pressing 1 for a call back. Sometimes that is quick like today, sometimes not the same day, so I start the process again. We will see what happens.

The company does not do well with customer service. In fact, it is very bad. Leanna is a breath of fresh air and demonstrates all the qualities you need from a good customer service agent.

Tiahh was very helpful today in her calm and polite manner

I was delighted - and more than a little surprised given that I usually have to wait a long time - to get through so quickly to Premier's customer agent. Trudy was efficient, polite and extremely helpful. She genuinely seemed to be acting in my own best interests.

I found Mae at Premier Talk helpful and polite. Not very pleased with being on hold for 30 mins.

after taking a week to get a response was left hanging by the engeneer who was going to ring back still waiting have tried again today phoned at 11 pressed for ring back still waiting

I have recently cancelled my contract with premier talk , I requested a final itemised breakdown of termination fees and I was told that my request would be sent to the closure team that was 9 days ago and still no call , absolute dreadful customer service