I don’t think I have ever dealt with a more inept and rude company. I had been with TalkTalk for 18 months, and during that time my internet cut out maybe 11-12 times. Dealing with this means having a one-hour phone call while the company runs a series of ‘tests’, which eventually work and restore the internet. I would ask them every time, ‘if you can repeatedly fix this reoccurring problem from your end, then why does it keep happening?’. I would receive a vague response. This culminated in December 2018, when I didn’t have any internet whatsoever for two weeks. They were initially reluctant to send out an engineer, and when they finally did, the engineer concluded that the problem was with a faulty router, and that TalkTalk need to send a new one. After another extremely long phone call with yet another rude customer service rep, who repeatedly denied that it is TalkTalk responsibility to send the new router (again, despite THEIR engineer saying otherwise), I was eventually passed onto a manager, who apologised and said that it is indeed their responsibility, and that they would send a new router right away. I might add that no refund was provided for the half a month I had with no internet. I was promised a call from a customer complaints department, which never came. I cancelled my contract on the 17th December and was told I would have to pay for the following month. I received a bill on the same day for £29, and an email on the 19th December assuring me that that was my final bill. I then received another bill on 16th January for another £29, despite the fact I’d already received an email stating ‘final bill’, and that my final date at the address was the 17th January. I cancelled my direct debit, assuming that this was a mistake on TalkTalk’s end. Wrong. Apparently, the process is that I was to be charged the full £29 for the dates between the 15th (when the bill is normally generated), and the 17th Jan (my final date), and that I would be reimbursed the difference. None of this was made clear during the cancellation process. Instead, I was charged an additional £12.50 for cancelling the direct debit. When contesting this on the phone with the extremely rude manager, Angelique, I was told that they would never have sent an email out saying ‘final bill’, and that I should have read the terms and conditions. Firstly, they did send that email, I was literally reading it as we spoke and offered to forward it onto her (I wasn’t allowed to), and secondly, I questioned when these terms and conditions were provided to me (they weren’t). Thirdly, Angelique is possibly the rudest manager going. I had to ask her numerous times during the call to stop interrupting me (it didn’t work). And by her saying that they would never send an email that I was literally looking at is tantamount to calling me a liar. Finally, why isn’t this process made clearer? I feel that all of the above is done to deliberately mislead the customer, so they can get that one last additional bit of money from them. Fine, have it. I would pay ten times the amount to not have to deal with your awful internet, and terrible customer service ever again. If you are reading this, I cannot emphasise strongly enough to you that you should avoid this company at all costs. If you choose not to follow this advice, then I wish you the best of luck with your awful internet, and monthly one-hour phone calls to resolve the issue.