I have been a customer of talktalk for about 13 years who also had undergone major heart surgery, Talktalk claim they prioritize "vulnerable customers", being one myself, that would be funny if that wasn't so serious, last year getting my broadband kept getting disconnected and sometimes I couldn't connect at all, I rang talktalk, they sent me a new router, same problem, I rang them again and was told I would have to wait 3 weeks for an engineer, my brother who is with another provider when he had a problem was sent an engineer in 2 days, I had to wait 3 ,WEEKS, anyway I waited and stayed at home all day for the engineer, it was very important for me. not only he didn't show up, he never even bothered to call, I rang talktalk only to be informed that he told them he rang the bell but there was no answer, not only I was there ALL day waiting but there were 2 other people with me sitting just a few feet away from the front door, so it was an UTTER LIE, there was NO NOTE, it was so obvious that he couldn't be bothered, I got an apology from an agent and he told that talktalk would compensate me for the engineer not turning up and for the weeks I had bad connection, that turned out to be JUST ANOTHER LIE and was the start of my nightmare experience with that company, NOT ONLY THEY DID NOT COMPENSATE ME BUT ACTUALLY PENALISED ME NOT ONCE BUT TWICE FOR MISSING THE APPOINTMENT, £60 was in effect "stolen" from me, the vulnerable customer they claim to care about, what a joke, I have never ever had experienced anything like it and I am 63 old, not EVEN from cowboys, the lies, indifference and outright callousness they showed me was beyond anything I could have imagined in my worst nightmare, how can a company treat people worse than animals? So the lying engineer who I waited for 3 weeks got away with it and who they decided to punish? THEIR VULNERABLE CUSTOMER THEY CLAIM WAS THEIR PRIORITY, unbelievable, over the coming days and weeks I keep calling talktalk for help, NO ONE LIFTED A FINGER, they kept telling me a manager would call, NO ONE CALLS, I TRIED CONTACTING THE CEO OFFICE THINKING SOMEONE THERE WOULD HELP ME, WRONG, NOT ONLY THEY DID NOTHING THEY DID NOT EVEN BOTHER TO READ WHAT I WROTE, you think this is major company, they can't treat people like that never mind a sick vulnerable customer, but THEY DID so without batting an eyelid. I wrote to the CEO Tristia Harrison, explained my situation and my health status, she DID NOT EVEN DEEM ME WORTHY OF AN acknowledgement let alone a response, that tells you how much a "vulnerable customer is really worth at talktalk and its CEO, it was like I didn't even exist or a dog she could just ignore, the callousness shown to me as a human being never mind a vulnerable customer they claim is their priority had to be experienced to be believed, the stress that this company caused me was so considerable and I have a heart problem , my family worry about me having a heart attack but they couldn't care less and there is nothing you can do when you are dealing with people who don't show a shred of decency or humanity and they did this to a customer of 13 years and with health problems, I just wonder if Trsitia Harrison have a father, mother or a relative with health problems ,she would have accepted a fraction of what her company dished out to me.? FOR SURE NEVER. Lately a woman employee from the ceo office, who only called herself "Helen", it seems she did not want to be identified offered to credit it me the £60 that was "stolen" from me because the engineer they made me wait for did not turn up (someone had to pay , they decided it should be the sick customer ) plus £30, I kid you not, that was for 3 MONTHS OF DAILY disconnections endless calls and endless lies causing me a lot of stress at a time when this "vulnerable" customer was recovering from major heart surgery, equal to about 33 pence per day, that was all that this "vulnerable" customer was worth to talktalk, when I asked the woman in question whether she would have even accepted this for her dog, she wouldn't reply, so I was worth really less than a dog. Never EVER will I forgive the callousness, the total lack of even a shred of decency or care for another human being let alone what they call a "vulnerable" customer of 13 years, you have to experience it for yourself to believe it, luckily most companies would never dream of treating anyone like this, but unfortunately I chose TALKTALK as my provider against my brother's advice who warned about their reputation, I didn't listen and my god they made me pay, with my heart it could end up killing me, not that would matter in the slightest to anyone at talktalk. It actually took about 3 months for talktalk to involve Openreach who identified a fault with my router, talktalk never bothered to tell they had a problem with routers, they could have spared me so much so easily, but they just didn't care, they act like they are doing you a favour, not that their customers are paying them for this service and what do they get? In god's name why? My brother had it dealt with in just 2 DAYS. .