Account: 1011703608 I received an email from yourselves last week, to which I responded and was promised a call-out to which I didn’t receive. I’ve received a telephone call this morning which involved me faffing about with rebooting broadband, unplugging the DSL filter, connecting to my phone, my laptop etc… I then said that we couldn’t connect to broadband whilst we were on the phone and the agent I spoke with (named below) didn’t even sound shocked. After advising this, the agent then contacted me via telephone, where she put me on hold for collectively, over 12 minutes…. After I stood my ground, refusing to faff about fixing your issue, she was then suddenly able to have someone call out to ourselves and fix the problem (a miracle!) But at a charge of course…£50 if it turns out the fault was mine - how would I be able to prove that it was not my fault? I can’t trust your company and ultimately, this prompted me to realise i’d like to cancel. The broadband fails to automatically connect to any device, it fails to allow us use to our broadband and phone at the same time, it fails to allow us to pause and play when we wish as you suggest. It just jumps about a bit. Chris in the Claims Management department was most unhelpful, after numerous times of saying I wanted to cancel, she was persistently asking to send out someone, confirming I wanted a call-out…then confirming I didn’t. The fact this agent is a part of management is LAUGHABLE. dread to think what the standard advisors are like if this is how management speak to customers. I advised Chris of the below speeds, to which she didn’t seem bothered that I was paying for way more than the speed I was receiving, I mentioned about upgrading the router / sending out a new router - this question was totally avoided. I’d also like to point out that 0 Data Protection checks were confirmed throughout the call…oh, apart from my address when she was sending an engineer out. The call initiated with ‘Am I speaking with Zoe Conning?’ - divulging information and potentially breaching this data to an unauthorised party. I understand cancelling mid-contract comes at a price however, given the above download and upload speeds, you're failing to meet your criteria within the contract, therefore, I expect this fee to be at least discounted, if not wavered completely. Their website advises that: “Fibre: - If you are a customer taking the Fibre Medium service you will be charged £10 per month for every month left on your contract, in addition to the phone and broadband early termination charges.” Therefore, the termination fee should be no more than £150 as that is what is left on my contract of 18 months, and regarding phone and broadband charges - could you please enlighten me to how much these are please? because it looks as though they are more than £150 each! - of which, I have not been advised about in any contract, or Terms & Conditions. Silindile and I spoke via web chat on the 8th July 2018 who advised that because a technical fault had been logged today, which I have not actioned, therefore, someone has actioned something on my account, without my request or authorisation. A copy of the above will also be sent to: TalkTalk CorrespondenceDept PO Box 675 Salford M5 0NL horrendous company - don't be fooled by these low prices!