Started with TalkTalk (TT) in 2005. It was always difficult to contact them as the call centre was in India and they only ever read from a check list.

My Mother-in-Law tried to cancel her account by writing to them - in June & July. They ignored her and kept sending the bills. She cancelled the Direct Debit but the paper bills started - including 'advance line rental' for the months ahead. When these weren't paid TT send several letters (with lots of red ink) threatening legal action.

I phoned TT but - despite having Power of Attorney - they refused to discuss it with me. Through the TT forum (and 100+ messages) my complaint was eventually given to the CEO office.

I received an apologetic letter from the CEO office wondering why the simple request hadn't been dealt with earlier - and all the bills were cancelled.

It took 4 months and probably 50 hours of my time to have a simple request dealt with. TT were shambolic and their administration & support were utterly useless.

My own broadband speed had been falling for months (from 6Mbps to 2Mbps) and the thought of contacting them to get it resolved proved to be too much. I have just signed up with John Lewis Broadband for one reason: Better Customer Service.