I don't often write negative reviews but I've had such an unpleasant experience with TalkTalk lately that I thought I'd warn others.
The speed has never really been a problem, it's a solid 15 Mbps as promised (we don't have fibre in the area).
It's the strength of connection which drops out many times a day that's the problem for both of us working from home. It's been a very stressful couple of months with the connection dropping out during important meeting, client calls and what not.
I have used live chat first to "troubleshoot". We didn't fix anything. I was sent an email on how to check it myself which I did. It was still bad.
I went on live chat to request a £40 engineer appt which resulted in nothing.
I asked for another option, which was a £65 engineer appt which also solved nothing.
At this point, over a month down the line, I am £105 out of pocket and very frustrated as you can imagine.
I went on live chat again where I went through the same "troubleshooting" procedure I've done many times before and then I was told that the speed was fine and above what is promised. I didn't complain about the speed. (this was 2 hours into our live chat by the way). So again, I explained in plain English numerous time that the connection drops out numerous time a day, both wifi and wired. At which point, they left the chat. Having wasted 2.5 hrs I was beyond annoyed so I tried getting through to someone via the phone. I thought I could reason with a person. When I finally did get through I was told to do the exact troubleshooting checks AGAIN. I told them I've just done them and then explained the situation. The person on the other end couldn't do anything but read off the script. She read why they won't refund the money and asked me if I want "troubleshooting guidance" emailed to me... It felt like talking to a wall. I will definitely be changing providers. Absolutely horrendous customer service.