I'm not sure whether my experience is representative of this company as a whole, but any good company cares about its customers and my only experience with them has been a very bad one. I went with TalkTalk for my broadband. Royal Mail did not deliver my router on time citing that my address was inaccessible. My address is not inaccessible and I was in all day. They did not call me or leave a card. So I was none the wiser until I called up TalkTalk 3 days later on the day my internet was supposed to go live. The plot thickens... After finding out that the router had been dropped off at the nearest RM customer service point, I had to drive 10 miles there and back and take the best part of an hour out of my day off retrieving it. The lady at the RM CSP was very good. She informed me that the delivery driver should have at least notified her CSP that they had 'failed' to make the delivery. So I've got my router, set it up but there is no internet service. I called TalkTalk and the agent I spoke to assured me that the internet would go live at 7:30pm. Suffice to say it didn't. I called again and they went through some diagnostics with me to ensure that I had installed the router properly and still no service. The agent then proceeded to try to book an engineer to come out for me but when he was trying to book the next quickest appointment, which wasn't for another 3 days itself, he was apologetic in that he couldn't book an engineer visit until another 4 days after that. The point is, when I was making the purchase online I was required to enter my postcode in order to establish whether there was an existing line and whether or not and engineer would have to come out when the router had arrived in order to install a new one. Their online system determined that essentially I shouldn't have a problem accessing the service at my specific postcode. What I'm unimpressed with is the way in which a number of their agents have been forced to deal with the situation. I have spoken to several via their online chat as well as over the phone. The first lady I spoke to gave me the wrong advice according to the first gentleman that I spoke to. The second to last agent I spoke to told me that he would have to put me through to another department in order to cancel my contract. When he put me through the line was dead. So I had to call back and the same guy then cancelled it for me - so why bother keeping me on hold and putting me through to another department anyway? Today, I have spoken to an online agent because I have received a letter stating that I will be billed £150 within the next ten days for a service that TalkTalk have been unable to provide me with to start with. I asked the agent many times whether I would be charged this amount and they kept dodging the question by answering another question, saying that I will not be charged a 'contract breakage' fee. This is after the last agent I spoke to assured me that I wouldn't be charged given that it was within the 20 day cooling off period. I then asked him whether this was a separate fee to the 'final bill' of £150 and he said that the £150 was 'most probably' the contract breakage fee. I pressed him again explaining that I needed a definitive yes or no and he simply reiterated the above. Ultimately I have been forced to ask my bank to prevent the payment from coming out of my account. It has prevented me from using the internet properly for the best part of another two weeks while I wait for another provider. Maybe I am the unreasonable one in which case I will retract this diatribe. Emotions aside though, having almost forgotten about it, I think their customer service leaves a lot to be desired.