Talk Talk and moving house

earthmother

Can I pick some brains please - and bear with me as this is a long one.

I've just gone through 3 phone calls with TalkTalk and come out with three different answers, none of which completely tie in with what's on the website, or with what I have been told in the past, so here goes -


Back in August I got a call from TT offering me half price line rental for 3 months if I committed to another 18 month contract. Knowing I was due to move house in the new year, I specifically asked if there would be any charges incurred with the move if I took on the new contract, and was categorically advised there would not be, so, with pennies being a bit tight at the time, and me having no intention of leaving TT in the foreseeable anyway, I went for the deal.


So, come now and I'm sorting out moving details with various companies, check on the TT website to find a £29.99 admin fee for moves, or a £70 fee for cancellations, so I phone them to find out what applies, bearing in mind the conversation I had back in August, and also to double check the service (£20.99 all inclusive phone and BB) would be available at the new address.

So - the easy bit - the package isn't available, and for an equivalent package I'll have to pay 50% more (£30.99 - £15.99 BB, £10.50 line rental, £5.49 phone package), so that's the first bit of bad news, but I suppose not really their fault.

Here comes the fun bit - three CSAs, three answers - the first said I wasn't in contract, so there would be no cancellation fees (as I will be looking into a cheaper option if there is one), and if I decided to stick with them, no mention of the £29.99 admin fee.

The second said I am in contract, so a £70 cancellation fee if I left them, despite the fact they wouldn't be providing the service I contracted for, as they would still be able to offer broadband of some kind. Again no mention of any fee if I indeed stayed with them, but a muttering about the line being upgraded within a few months of me moving anyway.

The third said that even though I am in contract, because they aren't offering the precise package I contracted to, the contract was in effect null and void, and there would be no leaving fee. But that if I did stay with them, there would be the £29.99 admin fee, but no guarantee of a line upgrade.


So - I'm totally lost, and can't really bear the thought of yet another call to try and get things straight, so has anyone been through a similar situation, does anyone have a working knowledge of what the right answer is?

Or, at the end of the day, can anyone suggest somewhere where I can get BB, Line rental, and all geographic (01 and 02) calls for £21 a month or less (and if it means tying in with TV, an overall cost of no more than £41, as that is what we are at now when we add a 3-mix Sky package into the equation)

TalkTalk

Best piece of advice I can offer is to register for https://www.talktalkmembers.com/forums where we can look into your account and offer specific advise. I'm not really comfortable asking for details etc on an external forum but I'll do my best to help out.

If you are in contract and you choose to cancel there will be a £70 cessation fee. If you want to move home with TalkTalk then there is now a fee of £29.99 to do this. This recently replaced the installation fee of £112.50 that TalkTalk are charged by BT Openreach to set up the service at the new property.

If you know your new postal code etc then you can see what service is available to you at https://www.samknows.com by using the availability checker.

Sorry if thats a bit vague. We can be more specific on the official forums.

Cheers
EmmaL x