I am not joining in the hating until I have all the facts
Nobody knows what actually happened, apart from speculation that they might have got SQL-injected. What if they were actually running a tight ship but got clobbered by a 0-day could you still call them idiots?
As an aside, the only time I ever had a problem with a Talk Talk connection I bypassed their official customer support entirely and went straight to their user forums. Some excellent people on there who helped me wireshark my way to success.