TalkTalk Cancellation Process

TooNice_2

Hello,

My TalkTalk line went live two days ago after switching away from BT. I did not realise that I would not be able to switch to another ISP like O2 (as I only typed the postcode to check if O2 was available in my area).

When I called TalkTalk on this issue, they basically told me that if I really want to go with O2, I would need to cancel with them first, and pay £70 for it!

Do they not have any cooling period? On their leaflet and website, they talk about a '30 trial'. http://www.talktalk.co.uk/legal/30-day-trial

However, if you join TalkTalk for calls, linerental and broadband on or after 16 March 2009 you can terminate yourTalkTalk contract without paying the normal disconnection fee if you tellus within 30 days after you go live on the TalkTalk broadband service. By ´disconnection fee´, we mean the disconnection fee which is normally payable if you leave us prior to the 18 or 24 month minimum contract period (whichever applies to you) under the current version of our standard terms and conditions when you take calls, line rental and broadband.

I have no idea if the £70 quoted is the 'disconnection fee' referred there, or something else I've not seen (may have missed) on their website. Or I suppose 'connection' here only refers to the Internet, and the phone line treated as separate.

To be blunt it's pretty shocking. Ideally would've liked to stick with TalkTalk for my line rental, and while be able to use O2 for my broadband (I have one friend who is doing that). But if there is absolutely no way of doing this type of migration (has anyone succeeded?), then I may just bite the bullet, pay the £70 and go back to BT.

Thanks.

Money_Grabber13579

Do you not get free broadband with talktalk? I do, and it's reasonable enough. Our exchange is due an upgrade though at the moment, so it does get a bit slower at peak times though.

Another problem is that you might have to pay BT as well to get reconnected! Last I heard it was around £130 although I'm not sure if this would apply since you've just left them.

TooNice_2

I do get the Internet, although I am not sure why they call it 'free' (even their customer service call it that) when it's part itemised separately from the line rental. Well, I won't be pedantic on this point - it is not unreasonably expensive as a basic package. Still, having seen the latest offer from O2 (3 months free) made even cheaper because I have a mobile contract with them, I find that their unlimited 24Mbit package is more appropriate for this flat.

Even if I assume that an 80GB allowance per month is adequate, that 'Booster' would be £4 extra. And 24Mbit would be another £4. Suddenly, it actually work out the same as O2 even without cashback *and* a mobile contract with them.

I didn't want to mention it earlier, but to keep it clean, I would say that I've been talked with slightly more courtesy than I was shown when I called them today. Alright, two of the three people I spoke to were fine, but the last person...

OldGreyFox

TT Broadband is not free its inclusive.

As far as i am aware the cancel before 30 day offer still applies.

If you did not want there broadband what were the benefits in moving your line rental to them?

BT should be able to reconect you for no charge although your be subject to a new 12 month contract.

If you post on www.talktalkmembers.com forum you usually get a quick helpful response from one of their online team.

Money_Grabber13579

You also need to bear in mind that you might not get anywhere near 24 Mbit. For example, I only get 4Mbit and I live in a fairly major town!

You also find that the member's forums are much more helpful. Search on google for talktalk members forum, register, and you find you'll get a lot more help on there! It'll be Monday before the staff get to answer you though!

Money_Grabber13579

OldGreyFox wrote: »

TT Broadband is not free its inclusive.

It is free. If you're on LLU that is. We pay the line rental, and a call package. Absolutely nothing for broadband.

OldGreyFox

Money_Grabber13579 wrote: »

It is free. If you're on LLU that is. We pay the line rental, and a call package. Absolutely nothing for broadband.

The ASA ruled ages ago it should not be described as free,and Talk Talk dont claim it to be.

Its not free because it requires you to make a contractual commitment to a calls package, a connection charge of £29.99 or £60, monthly costs plus £11.25 line rental and a disconnection fee of £70.

Money_Grabber13579

OldGreyFox wrote: »

The ASA ruled ages ago it should not be described as free,and Talk Talk dont claim it to be.

Its not free because it requires you to make a contractual commitment to a calls package, a connection charge of £29.99 or £60, monthly costs plus £11.25 line rental and a disconnection fee of £70.

Must just have been the package we're on then. At the time, about 1 year ago, it was described to us as free broadband.

It seemed fair enough to us because we were paying the same to BT for just the phone as we are to talktalk for phone and broadband!

OldGreyFox

Money_Grabber13579 wrote: »

Must just have been the package we're on then. At the time, about 1 year ago, it was described to us as free broadband.

It seemed fair enough to us because we were paying the same to BT for just the phone as we are to talktalk for phone and broadband!

They did use to advertise it free at one stage before the ASA slapped their wrists ,but that was a fair while ago.

Money_Grabber13579

OldGreyFox wrote: »

They did use to advertise it free at one stage before the ASA slapped their wrists.:D

I must have missed that bit!;)

TooNice_2

Well, I am not bothered with whether it is considered 'free' or not. To get broadband, I need a phone line, and an ISP. Talk/Talk is charging me £17.74 (or £28.74 if I want the two boosters) for both. Since I only use my landline for the internet (I have no land phone - yeah, sales people can call that number all they want), that amount is effectively my monthly Internet expense. A slightly better nearest equivalent to the boosted service with O2/BT would cost me £26.43 (1£7.74+£11.75). That's without taking the current offers into account. And the fact that I have an O2 mobile contract

The cashback pretty much covers the £70 if it comes to that. It may come down as to whether BT will play nice or not. I don't mind a 12 months contract. Even if it's 18 months, it'll only be as undesirable as TalkTalk in that aspect

Unfortunately, I can't even get log onto their forum! I've typed the account number and phone number correctly, but it won't let me log on.