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TT broadband-Hard to leave, Beware! (merged)

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sloughflint
sloughflint Posts: 2,345 Forumite
in Broadband & internet access
My 12 months with TT is nearly up so I called a few weeks to find out procedure to leave. Was told to call back nearer the time ( to avoid being disconnected too soon!!)and MAC code would be emailed to me within 48 hours. I thought it starnge as BT gave code to me immediately over the phone 12 months ago.
Today I called up and got a different story. I apparently needed to fill out a cancellation form giving 30 days notice and this would be emailed to me. If only they had told me that several weeks ago when I enquired about procedures!I never got the email and not wanting to waste any more time I called them again. This new person supposedly completed the form on my behalf ( why didn't the previous person do that)and told me to expect a MAC code via email in 14 days.
Three people and three different sories/procedures. I won't hold my breath for this MAC code.
Any other experiences with TT? Advice on how to be sure to get this MAC code and whether my choice of then going with madasafish is the right choice?
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Comments

  • cheghead
    cheghead Posts: 849 Forumite
    I will be leaving as well so hope i don't get same problem.

    I you go to Tiscali and first log on to Dell website I believe theres a link from them to get 1st month Tiscali bb free.
  • sloughflint
    sloughflint Posts: 2,345 Forumite
    The plot thickens.
    Called again today to see what was going on.TT have no record of any MAC request last Monday so started the whole process again today. I emailed Madasafish to seek advice and they emailed me twice more or less immediately and I am not even a customer yet!
    Good on you Madasafish!. As for TT, what a lousy company! Moneysavers: Please avoid TT. For what it's worth I will be following complaints procedure and will post here if I get any success getting this MAC code.
  • *!*HIBS*!*
    *!*HIBS*!* Posts: 551 Forumite
    Did you not give your 30 days notice for cancelling? This is the norm, just like for contract phones if you wanted to end your contract. After giving them notice you should get your MAC and then give it to your new ISP.

    If you wanted to stay with them (I know you don't know), you could have called their cancellation dept to see if they offer you a better deal. :)
  • highet
    highet Posts: 353 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    make sure you cancel your direct debit after migrating or TT will be emptying your bank account for months to come ( and i'm sure their CS??? wil be REALLY helpful at refunding you)
  • sloughflint
    sloughflint Posts: 2,345 Forumite
    *!*HIBS*!* wrote:
    Did you not give your 30 days notice for cancelling? This is the norm, just like for contract phones if you wanted to end your contract. After giving them notice you should get your MAC and then give it to your new ISP.

    If you wanted to stay with them (I know you don't know), you could have called their cancellation dept to see if they offer you a better deal. :)
    That's the whole point. I called a month before the end of the 12 month period to find out how to go about things and was told that all I had to do was call again 48 hours before wanting the MAC code. No mention at all of any cancellation form to be emailed to me.
    You could just about forgive ( although frustrating for me wasting 30 days)one person for not knowing the correct procedure and misinforming me. However what has happened this week about emails never getting to me,supposed forms being completed on my behalf and then no record of these forms lead me to believe they are untrustworthy.
  • moneyandmountains
    moneyandmountains Posts: 231 Forumite
    sloughflint wrote:
    I apparently needed to fill out a cancellation form giving 30 days notice and this would be emailed to me. QUOTE]

    What do there T&Cs say? Does it say that you must use a defined cancellation form, or just give 30 days notice of termination of contract?
    You could argue that you gave notice of termination of contract in your first phone call, so they have breached the contract if they don't let you leave immediately.
  • sloughflint
    sloughflint Posts: 2,345 Forumite
    moneyandmountains wrote:
    sloughflint wrote:
    I apparently needed to fill out a cancellation form giving 30 days notice and this would be emailed to me. QUOTE]

    What do there T&Cs say? Does it say that you must use a defined cancellation form, or just give 30 days notice of termination of contract?
    You could argue that you gave notice of termination of contract in your first phone call, so they have breached the contract if they don't let you leave immediately.
    Good point.
    No mention of form so I'll try that route.
    I note TT don't follow OFCOM code of practice. Madasafish and many others do. I wish I had taken that into consideration last year when I went with them.
  • cheghead
    cheghead Posts: 849 Forumite
    Talktalk sent cancellation form by e-mail as soon as after I had phoned to cancel. Completed form and e-mailed back and now waiting for MAC code.
  • *!*HIBS*!*
    *!*HIBS*!* Posts: 551 Forumite
    sloughflint wrote:
    That's the whole point. I called a month before the end of the 12 month period to find out how to go about things and was told that all I had to do was call again 48 hours before wanting the MAC code. No mention at all of any cancellation form to be emailed to me.
    You could just about forgive ( although frustrating for me wasting 30 days)one person for not knowing the correct procedure and misinforming me. However what has happened this week about emails never getting to me,supposed forms being completed on my behalf and then no record of these forms lead me to believe they are untrustworthy.
    If you called TT from your home phone or on a mobile (where you can prove easily the date and time of the call) as calls should be recorded, you should tell them to investigate these calls and give them a good telling off for giving you incorrect advice on several occassions!! :mad: You should tell them to give their CS people clearer and more concise advice relating to the same piece of information rather than giving out multiple repsonses with different advice!!!:mad:
  • sloughflint
    sloughflint Posts: 2,345 Forumite
    Quick update.
    CS guy filled out escalation form for a senior manager to give me a call within 48 hours but couldn't give me the name of senior manager! Never got a call. Wrote a letter of complaint to complaints address. No response. Sent email to CPW. Only got acknowledgement email back.
    They supposedly record all phone calls but what's the point if you can't speak to anyone to inform them of times of calls when they have messed up.
    STILL NO MAC CODE. THIS COMPANY STINKS.
This discussion has been closed.
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