A week with no internet, lies on phone and chat, tried to charge us cancellation fees: WORST EVER BROADBAND EXPERIENCE I never write reviews, but this time I have to. It almost felt like we were being scammed, if it wasn't for one agent who did her job, thank you, though it took a month. Whilst internet service was decent for the money (always jumping, low but fair speed of 17/20 Mpbs, but that was the deal), simply changing address and then trying to leave them after they couldn't do the transfer was a total nightmare. I am so exhausted at some point I just had to beg them to cancel the account. I might need therapy. Communication is a word they have no idea of. We had to make ENDLESS phone calls (some with 45/50 minutes waiting time) only to be transferred repetitively team to team (once we even were transferred back to the main menu!! after holding for 45 mins!), always having to provide the same account information. I was even refused to escalate to a manager, loads of chats (with waiting time too) to multiple teams. Hours, days, a month wasted because each department doesn't communicate with each other. We appreciate the difficulties during COVID (although this was after lockdown) and were always kind to them, but this is out of this world. Is it that hard to leave a note on the account? To take care of customers rather than trying to end the call or dismiss the chat providing inaccurate information? Unprofessional. We tried to leave as they left us with no internet when changing address, but mainly due to poor customer service. Despite us giving the required 14 days notice they failed to setup the new address. The engineer failed after 4 hours of work. He said he'll be back and we've never seen him again. No call or email from them or Openreach. We waited 2 days in fairness, we understand that issues can occur, but nothing, no contact. Some of us work from home and it caused immense issues. After a week of chats and calls (we had to make) where we were promised we would get the service soon (tomorrow, the day after tomorrow, etc etc) and it never happened, we called TalkTalk and also made contact via chat again, this time to cancel definitively. We just had enough of the poor customer service. After a whole day of trying to talk to them, transferred so many times and their lines not working, we were told it was fine and cancellation would be free of charge since the services were never activated. We then called and chat once more to confirm, we were confirmed the same. We then switched to Virgin thinking talktalk was history and it only took 2 days, self-installation was about 30 mins. Quite a difference! For only 10£ more a month. I'd say it's worth it. After a week they call us saying the engineer will be there by the end of the week. Wait, what? We tell the operator we cancelled a week ago, we got Virgin and we're not interested. He rudely interrupts saying we're wrong but says he will take a note and cancel any visit scheduled. We call cs service again to make sure we cancelled, after a few transfers the loyalty team confirms again and says that all we need to do is wait for a bag to arrive to return their equipment to leave in the postbox. It never arrives. Fast forward to now, It's been a month that we try to cancel and believed we already did. We chat to ask where the bag is, and I kid you not: the agent says services (which were never used) are active and we never cancelled. What? After talking to so many people, being reassured, a new agent tells us not only that we never cancelled, but that, despite having never used internet or TV or phone, if we cancel now we'll have to pay an early disconnection fee of £138+!! due to a new contract beginning (which we believed was already cancelled before starting date). OMG. I was fuming but trying my best to remain calm and as polite as I always am. The agent insists, but I insist too: we're not paying this. Not fair to pay for a mistake your staff has done. If I hadn't asked, he would have just charged us. After way too long he then transfers me to another team, saying only they can remove the fee, the "Retention team". I say yes, please, anyone just solve this issue. We just want to leave this company. After being transferred, finally one agent actually does her job, looks into the account and realises that the previous agents didn't cancel the "home move order", wrongly told us they did do it and after speaking to (finally) her line manager they waive the fee and the final bill (since no services were ever used). Good God, it's been exhausting and stressful, but finally the end of the nightmare. What strikes to me is how difficult and unprofessional they've been to simply move and then delete an account. My advice is to firstly reduce the number of teams, improve internal communication, train agents better to leave more detailed comments, transfer to the correct team IMMEDIATELY and set more quality KPIs rather than quantity, so they wouldn't misinform.