Thank you for your help. I am going to email the CEO to get clarification that what I have been told by her company is correct and I can now move to another provider without penalty. Hopefully, if I get confirmation in writing from her, I will not then be charged. Many thanks.

Thank you! Yes I am going to email all future correspondence and keep complaining as the service is not improving.

Thank you! Yes I am going to email all further correspondence and will keep the complaints going as the service is not improving.

Hello. This is my first time on here so please excuse me if I get anything wrong. I would really appreciate any help when dealing with TalkTalk. I have had trouble with the broadband service and started calling the fault department in March. By July it was not resolved and so I made an official complaint on 4th July 2016. I was told if this was not resolved in 28 days I could leave the contract without paying a penalty. since that time, I have phoned them on several occasions and have spent many hours on the phone to them, only to get different replies from each of them. If they charge me the penalty is £242 as my contract is supposed to run until November. I very stupidly agreed to stay with them and change to fibre optic, but then quickly cancelled this (well within cool off period) as I have decided no matter how good a deal they are offering me I do not want to start a new contract with them. they have not cancelled the fibre optic contract, even though I have called and been told the cancellation was logged on three occasions and refused delivery of the router. They will not listen no matter what I say and I am also concerned that the agreement that I can leave my original contract from 2nd August 2016 will not be honoured. I also think they are going to bill me for the engineer they sent to me, apparently on the phone to sort out my original broadband, but he turned up to solve fibre optic issues!!! I have not received one email following conversations I have had, even when promised them and requesting details to get call records and when I went to their technical department to query this, they blamed my email provider. Funnily enough I have no problem getting there bill by email. Who do I go to next please? I'm totally exhausted with the whole thing after spending literally hours on the phone to them . Some of the people I've spoken to have said I can go to a new provider after 2nd Aug and do not need to contact them as I will not be charged, but others have said that is not the case ! I do not trust them. Any advice would be greatly appreciated. Many thanks.