This may help Tiscali customers wanting to cancel?

cheghead

Received this e-mail:

<We are sorry to learn that you wish to move your service to a new provider

We have received your MAC request and cancel your current TalkTalk service.

The phone exchange that supplies your landline to the address above uses a technology that means that your broadband, calls and line rental are supplied as an inclusive package on our TalkTalk network. The benefit of this all-inclusive service is that you have been able to enjoy our best priced packages.

If you wish us to place an immediate cease on your TalkTalk package or any part of it, this will automatically cancel your entire TalkTalk account. This includes losing your phone service, which means you will be unable to make calls from your telephone including 999 emergency calls.

In order to cancel your service with us, we therefore recommend you find a new telephony provider who will arrange the take over of your phone line from us to them on your behalf. They may also be able to take over your broadband or you can set this up once your new line is active with another provider.

Please note: If you have not already spoken to one of our agents about moving home or upgrading to a new TalkTalk product, you will need to call us on the number shown at the bottom of this email once your new service is live so we can cancel your TalkTalk account and stop billing for the services provided on your telephone number.

Do I need a MAC?

If your new broadband provider has requested a MAC to transfer your broadband, please tell them you are currently on a MPF product and they will advise you accordingly how to set up their service.

If you have TalkTalk TV

TalkTalk TV will automatically cancel when you TalkTalk account is cancelled. Please note you must call the number below to arrange the collection of your TalkTalk set top box. If you do not do this you will be charged £115 to your final bill.

Other important information

Please be aware that if a Minimum Contract Period still applies to your contract with TalkTalk for your package, early termination charges may apply. However, as TalkTalk are increasing the price whilst you are in contract you will not be subjected to a cancellation fee.

If you have questions regarding transferring your services away or ceasing the services on your line, please call our Cancellations Team on 0845 077 4488. Lines are open from Monday to Friday, 8am-9pm, 8am-6pm during Saturday and 9am-5pm on Sundays, and calls are charged at 5p/min from a TalkTalk phone package. Calls from mobiles and other providers will vary.

We appreciate that this is not what you were expecting when you signed up to your current package. However, the price change is necessary as we are aligning the products of TalkTalk and Tiscali, in the longer term we hope this will help us provide you with better service and better value products.

In accordance with our terms and conditions, we have provided you with a 30-day notice about the price increase. That said, you are within your rights to cancel your account should you wish to do so. However, there are other packages that may be more suitable for you. We can give you a freephone number to call where you can discuss this further as we really value you as a customer.

Please contact Prolog Upgrade Team on 0800 542 6537 where there are specialist agents who will answer your inquiry. Opening hours are 8am to 10pm (GMT), seven days per week.

Kind regards,

Julie Nodalo
TalkTalk Customer Relations>

So if you want to leave you have to go back to BT (or Post Office) to get your phone number recognised. It would seem they have done this deliberatly as you will be without BB while you find a new ISP after the line is switched over!

penrhyn

This is why I always suggest that people leave their line rental with BT. Talk Talk are not alone in this, Sky do the same thing with their LLU Broadband/Talk packages.

Always be on the lookout for emails/letters offering you an 'improved service'

cheghead

penrhyn wrote: »

This is why I always suggest that people leave their line rental with BT. Talk Talk are not alone in this, Sky do the same thing with their LLU Broadband/Talk packages.

Always be on the lookout for emails/letters offering you an 'improved service'

Fair point, but the original Tiscali deal of £14.99 inc line rental was a great temptation. It's the likes of Talktalk trying to take over the world that cocks everything up for us!

penrhyn

I know, I'm paying £10/month for my Sky Everyday broadband, and have resisted the temptation to save £5 by taking their phone service.
In fact I got £25 back of my annual BT line rental when I suggested I might move( this was for a 12 month evening/weekend calls offer)

Inactive

penrhyn wrote: »

This is why I always suggest that people leave their line rental with BT. Talk Talk are not alone in this, Sky do the same thing with their LLU Broadband/Talk packages.

That advice is sound, however it surely only applies to LLU providers, or have I missed something?

oxymore

I'm currently a Tiscali/TalkTalk customer and I want to take advantage of the O2 Home Broadband Premium offer (http://www.simplifydigital.co.uk/o2/o2_broadband_cashback.aspx) . I currently have the line rental + broadband package at £14.99/mth (going up to £18.48). If I wanted to switch my broadband, is it right that I would have to change my line rental first (from the above statement)? As this offers on 16th Feb does that mean I won't be able to take it out?

And as the offer says an active BT-compatible line is needed, it doesn't mean I would have to switch to BT line rental does it? I could go for the Post Office Home Phone package or something?

Sorry this is all quite confusing! Thanks :-)

cheghead

oxymore wrote: »

I'm currently a Tiscali/TalkTalk customer and I want to take advantage of the O2 Home Broadband Premium offer (http://www.simplifydigital.co.uk/o2/o2_broadband_cashback.aspx) . I currently have the line rental + broadband package at £14.99/mth (going up to £18.48). If I wanted to switch my broadband, is it right that I would have to change my line rental first (from the above statement)? As this offers on 16th Feb does that mean I won't be able to take it out?

And as the offer says an active BT-compatible line is needed, it doesn't mean I would have to switch to BT line rental does it? I could go for the Post Office Home Phone package or something?

Sorry this is all quite confusing! Thanks :-)

Yes you have to go back to BT 1st for telephone line rental. I believe if you go to PO homephone they will charge £35 so better to stick to BT. You wont be able to switch BB until BT line goes active (about 10 days). You will then be free to switch to whatever is available on your exchange. O2 bb took 6 days to activate. There is still cashback available from topcashback or quidco (£50 at present). Don't forget that if you don't do anything before the 15th Feb talk talk will assume you have accepted the changes to Tiscali bb!

oxymore

I rang up post office and told them I was on tiscali and they firstly said they would be able to transfer me for free to them. But when I gave them my address and phone no, they said tiscali had taken the line and I would have to pay £100 to put a new line in as even if they release it they can't take it back?? They also told me that BT would have to do the same and anyone else if i wanted to leave tiscali! This doesn't sound right somehow?

Also, I've been with Tiscali for over 12 months now so I assume that even though the new price has changed today to the talktalk one, my letter says the contract doesn't change so I'm assuming I should be able to leave at any time?

cheghead

oxymore wrote: »

I rang up post office and told them I was on tiscali and they firstly said they would be able to transfer me for free to them. But when I gave them my address and phone no, they said tiscali had taken the line and I would have to pay £100 to put a new line in as even if they release it they can't take it back?? They also told me that BT would have to do the same and anyone else if i wanted to leave tiscali! This doesn't sound right somehow?

Also, I've been with Tiscali for over 12 months now so I assume that even though the new price has changed today to the talktalk one, my letter says the contract doesn't change so I'm assuming I should be able to leave at any time?

It is definately free to go back to BT (I've done it and now have o2 broadband) on to their line rental for 12 month at £11.54 weekend free call package. If you have already gone past 12 month then u r free to move anytime!

oxymore

cheghead wrote: »

It is definately free to go back to BT (I've done it and now have o2 broadband) on to their line rental for 12 month at £11.54 weekend free call package. If you have already gone past 12 month then u r free to move anytime!

thanks, i checked the bt website and it said it was free to switch for my landline so i don't know what post office was going on about! just one other thing, when you switched did you have to give 30 days notice and did you wait until your monthly bill due date to switch? I read somewhere that some customers were still billed for the full month even though their account was only active for one day of their next bill month! thanks

cheghead

I called 0845 077 4488 on 2/2/10 the day that BT took over the line as TT advised (on 1st post). I can still get on tiscali 'my account' and my last (or latest bill) from TT shows bb charge 01/02 to 28/02. I called them at weekend (0845 numbers are free now with BT) and TT told me that the account is definately closed and we pay a month in arrears, which I think is right, but I will be keeping a close check on any further bills if they arrive!

Glad to be shot of them! No problems switching to o2. There start-up cd was great and sorts out all connections wired or wireless within 20 minutes.