I have been a customer for 15yrs and was mystified to read the poor reviews from people who had problems. Now that I have had problems since September 2018 I know exactly what they mean! I have spent hours on the chat and phone with very polite advisors, but the resolutions are never permanant. Following three visits from BT engineers who identified line problems I had an actual Talktalk engineer visit last Friday. He carried out tests using his equipment and we both saw that I wasn't getting the speeds that I pay for. He tried the latest router - problem solved! Increased speed and no wireless drop off. He wrote his report into his Talktalk system whilst I was there and told me I would get a new upgraded router. Not recieved so today, another hour spent on chat, told me I couldn't have the upgraded router because they needed to carry out a new health check! Waited on chat for 20mins - to discover I had been cut off! It's now 3hrs later and there has been no attempt to contact me, and they obviously know who I am. I believe that they will leave me with this current situation and when it comes to re.newing my contract they will offer an appropriate router to achieve the correct speeds - but guess what I will without doubt switch!! Pleasant staff but sadly an appalling service.