TalkTalk lack of fibre optic

Mumoftwoloonies

My 76 year old widowed Mum has been a loyal TalkTalk phone and broadband / Internet customer for over 15 years now. During early August, when I was out of the country, she lost her broadband connection. She reported the fault to TalkTalk who advised it was an issue with her router, dispatched new router but also talked her into a fibre optic connection with them. New old type router arrived, Internet worked briefly for a few days then stopped working again. She was advised to swap over to new fibre optic router so this was arranged with her granddaughter. Still no access. Following an engineer's visit it was found out that Openreach hadn't actually connected her fibre connection. More calls to TalkTalk customer services department, where she was unable to understand the lady on the phone, she spoke to a line manager who stated she then needed 3 engineer visits, which were booked for 24 & 25 September 2015. The fear of a God was put into her when the line manager informed her if she wasn't at home she'd be charged £65 for a failed visit. She did reply that she wouldn't be paying them anything as they failed to uphold their part of the agreement. She did request at that time to speak to somebody in the UK only to be told that there was nobody in the UK to speak to!
After staying in both days no engineers arrived and still haven't now. When checking on TalkTalk's rubbish website, there just shows a fault and "TBC" for estimate date to be resolved.
My mum had a suspected TIA 2 years ago, has high blood pressure and she's stressing out about this issue. I'm worried for her health, I live 75 miles away and can't just get to her if something else happens.
My question (sorry to go on) is, as TalkTalk have failed to provide their side of this contract, can we cancel the contract due to breach of contract? I can't even check their new contract terms as Mum's not been able to access her emails at home.

Thanks for any help or information anyone can provide.

LazyTyper

Follow TalkTalk's complaints procedure - http://help2.talktalk.co.uk/how-do-i-make-complaint

TalkTalk

Hi mumoftwoloonies,

We can look into this for you and see whats happening with the orders. Please Tweets us @TalkTalkCare or visit the TalkTalk Community (http://community.talktalk.co.uk) and we can investigate further for you
Cheers
Mark
Social Customer Care Team
TalkTalk