Premier Talk Reviews 3,970

For an extended time I have had no confidence in the service provided by Premier Talk. One of the most severe reactions was to make me feel frustrated, especially as I was continuously billed for a non-existent service.
My landline was cut off by Premier Talk and therefore i have been left with no other option than to terminate all contact and switch provider away from Premier. I had written to them to confirm that I have a care alarm system. I also told them I could not set up the alterations to my landline. The instructions were meaningless. I have been left in total isolation and as an elderly person, have suffered considerable emotional upsets. Not having instant medical response via my telecare device if needed was an additional burden. To leave an 87year old person with no emergency backup is a sad reflection on your service. I have paid my bills by D.D. for many years. I felt very threatened by Premier's responses and continued billing after I had transferred to another provider, which were inadequate, inaccurate and threatening. The implication that I might be accountable for a significant amount of money was an additional cause of anxiety. I was also going to be charged £49, 99 to switch to digital voice which should be free, and I was not prepared to pay. Premier Talk have not dealt with my complaint about these matters, and have recently released my email to 100s of other customers in a data breach.
They send me incorrect bills,They also don't include my account number in any correspondence
I am also not pleased with the way my bill has increased every time. I am a very low user.

I phoned to report a fault and have been on the phone 4 times this week, each time asking when I will get my new router as well as trying to solve my line problem. Neither of which have been dealt with. A week with no phone line and still have to raise a complaint after it's resolved to gain a refund for a line I have not had use off.

Calling 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 phone line was restored yesterday evening Ali called me from escalation (complaints) the day before 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. 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).

Mae was very helpful, friendly whilst remaining professional. She answered my queries in a way that I could easily understand.

One of the worst companies I have had to deal with. I cant advise anyone strongly enough to avoid this company!
1. They cut off the landline of my vulnerable elderly mother and left her without this (and her telecare alarm) and failed to resolve it.
2. As a result we changed her landline and broadband provider on 10th Dec 2025 through one touch switch.
3. Premier Talk continue to bill my mother to this day! 4 months on!
4. We raised a complaint which wasn't even acknowledged for a month.
5. They have failed to deal with the complaint (2 months later).
6. They hassle her with phone calls and emails. The latest email instructing her to re-set up a direct debit (presumably so they can fraudulently take money from her account for services she is not receiving).
7. To make it worse, this email was sent to over 100 customers, and all email addresses were shared, constituting a serious data breach.
8. Premier Talk have failed to follow up this data breach with any information to the customers concerned.
9. My mother has been left distressed and anxious, and now much less able to deal with her own affairs with any confidence.
10. We are now dealing with our billing complaint through the Alternative Dispute Resolution service (CISAS) as it has been more than 8 weeks since we raised the complaint and Premier Talk have failed to resolve it.

My advice is DO NOT go near Premier Talk, or any of its related companies - Transparent Telecom Ltd, Digital Fibre Connections Ltd. Check out Companies House, Transparent Telecom Ltd is in liquidation (previously subject to compulsory strike off) and has the same Director as Premier Talk.
If you are having issues with Premier Talk, check out the Alternative Dispute Resolution Service (all telecoms companies have to do this, and it is an independent service, and should be referenced within their complaints policy).

Had a email today not just sent to me but to many many other people so they have my private email address and I have theirs,and have had emails intended for this totally incompetent company sent to me?? Breach of data protection?? Have emailed them which they probably won't read.

Tia was very helpful and sorted the over payment, made the process very bearable

Tiahh Price today called me back after months of problems, which various staff have spoken to me and tried to resolve. I was seriously considered leaving as I felt I’ve not had a good time. However, I will say that all the team have treated me with respect and courtesy and I have felt valued as a customer. I’m delighted that Tiahh I think has sorted me out going forward and I’m happy with the outcome 🙏😃. Thank you.

Was a good service.
Thank you

Robert was very helpful and reassured me.

The support I received from Ruby was excellent. She listened carefully to my concerns, carefully and clearly explained the situation and solution. I found her polite and courteous and extremely professional and efficient
I can’t remember the exact date so it’s a guess

Leanna, is a true asset to your company, she listened to my issue checked the system and updated me that my recent complaint had been registered, and apologised that this had not been acknowledge. A simply email update would have saved the need for me to call. She explained the next steps and I felt that she had tried her hardest to deal with my problem and ensure the process was in hand. Lovely friendly and polite girl. Thank you.

The ladies on the phone were very good
The service was let down by the fact that they talked about a letter that was sent out previously which I never received
Infact I have not received any correspondence on the contest they had been changes and the only way I found out is a change to my bills

Mae was very professional and extremely helpful

Package arrived on last day giving me little time to arrange for it to be fixed also extremely difficult to reach you on the phone

Actually managing to speak to someone without waiting too long. Mae helped me understand my account and in fact brought my monthly payments down. Was thinking I had been slammed but if it had not been fixed by Mae.

Ruby is always so helpful and gets things sorted

My speeds of my internet was slow so Mya found a solution to resolve them After around 2 weeks of the upgrade process I noticed a big difference in my internet thank you!

Spoke to a Premier Talk agent as to the arrangements for forthcoming update installation. Queries with Tiahh were answered promptly and adequately. Have not given maximum point rating because due to a hearing defect and the dialect of the Premier agent there was a need to sometimes ask for repeat answers.