I have a response from Dido, one of her assistants is dealing with it. Will keep you all informed...

Indeed, to be honest the UK team have been ok, the offshore team are not worth bothering with - helpdesks started going downhill when a script started replacing common sense and courtesy to customers

I actually just sent an email to her, let's hope

ah, i had the wrong terminology.

Talktalk, request a copy of there logs/audio recordings to make sure i'm right

Emma Couldn't help, I've had no luck on the phone either (previous to trying the TT forum) I'm guessing I should send a letter to the Head of Complaints- CEO’s Office next?

I'm upto speed with the code, and have the CEO's email at hand, along with a FOI request letter ready to post..

I'm having issues with an engineer charge I shouldnt have. I was having serious issues with my broadband, and had done all the diagnostics that had been asked of me. The technical person said that an engineer would call, and provided the engineer didnt find anything wrong I wouldn't be charged. The engineer cam out, confirmed everything within the house was ok, I mentioned it was a lot better and he said that he had actually changed my line profile the night before as it didnt look correct. The engineer confirmed that I shouldn't be charged for the visit as the issue was outside of my control. Low and Behold I am now being billed £50 for an engineer visit, and talktalk is refusing to refund it as the technical person on the phone had put in my file that I had refused to do any diagnostics (which is a downright lie, I had done them thrice, once for an Indian lady and once for a UK Lady, and once before I had called both of them) OCE_Emma is currently looking at this on the TalkTalk Forums but i dont hold out much hope in all honestly. What really bugs me is the engineer fixed the issue remotely, which customer services could have done if they had tried!