READ BEFORE SIGNING UP TO TALKTALK. If I could give minus stars I would. I signed up to an 18 month contract in October 2022. All was fine until my router suddenly decided to stop working on 29/12/23. I contacted TalkTalk and after going through the standard protocol with the person on the phone, they sent an engineer out the following day after realising that they could not fix the fault from their end. The following day as promised an engineer arrived, I was told that it was 100% TalkTalk equipment which was at fault and that my router was not only incredibly old, but not compatible with my openreach box, I had a black box but I should of had a white box and it was surprising it had lasted as long as it did. The engineer told me to contact customer services with in the hour to report the problem again, and that he would also report the problem, a new box would be sent and that would be all that was required. I done as he ask and contacted TalkTalk an hour later, and after a lengthy discussion I was told that no engineer had made a report and to call back at 4pm (4 hours later). I done as suggested and called back at 4pm to be told again that no report had been made. I asked to cancel my contract and was put through to the cancellation team to be met with an incredibly rude woman who told me I had to pay £95 to cancel my contract, the call ended with me hanging up after several attempts at try to get a word in, this was very frustrating. The following day I tried to call back, but because my number had been assigned to a complaint, my call was being instantly diverted to the complaints team which sent me straight to a voicemail. I left several voicemails over the course of 3 days and decided it was time to contact the CEO. I received a text to tell me that someone would call me on a certain day and time, but I did not get a call when they said they would call. At this point I contacted ripoff Britain and Martin Lewis and copied them into the emails. Funnily enough they called back the following morning. I spoke to a member of staff called Mo who appeared very helpful at the time, by this point I’d gone 2 weeks without internet, I purchased a dongle from EE for £80, paid my £30 TalTalk bill and have made a total of £150 worth of top ups to my dongle so that my home could supply 3 of us some internet. Mo said he would compensate me £111 which was disappointing but by this point I ran out of fight in me, and agreed to that amount if a box could be sent out immediately. This was agreed and I got my new router the following day “yippee” and Mo said to contact him on his personal email if I have any problems …. After 2 days the router stopped working because a black router was sent, not a white one. I emailed Mo to be ignored. I called TalkTalk and had to sit through an hour of checks even though I knew the router was broken and the lady said she’d send me a box out immediately, I gave it another 5 days and no router, so I emailed Mo again to which he phoned me, said it must be my home which is the problem, although it was confirmed by an engineer that TalkTalk sent out that it was not my home, it was the equipment, he reluctantly said he’d send me out another router, but we are now on the 13/2/24 and I still have had no router. I have sent another 4 emails to the CEO, been told I’d be called on 3 separate occasions, yet I have not received any calls. I called them again on 12/2/24 and was told that someone tried to call me which they did not, and was told that someone would call me today between 2pm and 4pm, it is now 4pm as I am typing this message. The customer service has been hideous and I’d avoid this company if I were you. I am currently in a situation now where TalkTalk are holding my line so I can’t get internet from any other company, I’m using a dongle to provide a home of 3 internet, and I am being ignored by TalkTalk. I have now started a small claims process and I will fight for compensation for the stress that they have caused me.