Switching to TalkTalk - 02 problems!

Loz01

Right, back in November we switched from a BT phone line & o2 internet into TalkTalk combined net and phone, because it was cheaper.

The women who switched us said (as we thought) that they dealt with cancellations and switching it all over etc and from the 14th Nov we'd be with them - sure enough, we got a letter from BT phone saying sorry you're leaving us blah blah.

Now, o2 havent been quite as straighforward... they kept texting and sending letters/phoning the house etc saying we owe them two lots of £17.50 (one months broadband out here in the sticks!)

My Mum told them that basically we switched, TalkTalk did it all, confirmed from the 14th we're with them etcetc. They are having none of it, keep telling us to phone TalkTalk (which we did, they confirmed they DID cancel it with O2) and so it goes. O2 wont take no for an answer and insist we owe them 2 months worth of broadband, even tho we've been using a TalkTalk router since 14th Nov!!

Every time my Mum rings, its literally going round in circles, she says they cancelled it and the bloke on the line says "well.. they didnt... so you owe us"... ARGH!

Sorry this is long. We're not giving in though Any advice??

penrhyn

Talk Talk do not have the best reputation for customer service.

In the case of your broadband move I assume you applied for and obtained your MAC (Migration Authorisation Code) from O2 prior to the move.
If you did not use this then O2 are entitled to charge you a cancellation fee on top of any monthly charges until the move is registered.

I had a similar problem moving from Wanadoo to Sky, despite using the MAC, the Wanadoo was not cancelled and I ran up a couple of months charges, subsequently refunded by Sky as I had properly used the MAC.

Eden21

My fianc!e was with talk talk before we moved in together. They are the biggest bunch of cowboys out, they still owe him money but it's been lie after lie

TalkTalk

Hi Loz01,

Sorry to hear that o2 are giving you a hard time.... Basically when you or any other customers moves from one ISP to another we use BT`s systems to place the order as they own the network and BT Openreach do all the work. In your situation when you signed up to Talktalk we would have placed an order with BT to migrate your services, this order via BT`s systems automatically sends a notification to the current service provider this message is called an "unsolicited cease" this basically tells the provider that your leaving and when.

Aside from this message O2 could check on the main BT system to confirm that you have left them and when... Unfortunately there is little i can do to stop O2 however i can suggest that you try the o2 support forums and see if they can help failing that find out what O2`s ADR is, follow it and if that fails contact Otelo.

Regards
Stephen

kwikbreaks

Did you ever call O2 to say you were leaving and did you confirm that you had left? If not then the money they are asking for is probably due as you have to give notice and you didn't.

Good luck with TalkTalk. You'll probably need it.

Inactive

kwikbreaks wrote: »

Good luck with TalkTalk. You'll probably need it.

Almost certainly.:D

celebsfann

Time to switch then Constant problems is never nice; have you thought about switching?

This is a strange issue, maybe the router is beginning to die. Ask the rents nicely to talk to them. See what happens.

Loz01

Sorry to drag up such an old thread, but this problem is still ongoing :cool:

Phoned TalkTalk, they said they sent a message/request to o2 to cancel our broadband on 24th Oct at 20.45 and o2 replied at 20.54 (roughly) to confirm that the service is cancelled from that day and from 14th Nov it is switched over to new broadband provider.

Every time we ring o2 we have to explain the whole situation again to a whole new person and then you just get "well, its very strange, but... you need to pay"!!

As for this MAC code, all that was done.

They keep texting saying we owe them, but its always diff amounts. First it was £24, then £36. And the other week we got a text saying that the account is £8 in credit and the matter was resolved/closed. Then today they text saying if nothings done, they'll take action!

espresso

Loz01 wrote: »

Then today they text saying if nothings done, they'll take action!

Let them take action then! If you transferred using a MAC, let them whistle as only one provider can supply the broadband on your line.

Loz01

espresso wrote: »

Let them take action then! If you transferred using a MAC, let them whistle as only one provider can supply the broadband on your line.

This is the other confusing thing - we keep asking how we are apparently running on 2 broadbands! If o2 reckon we are still running on their internet for the past 2/3 months, how are we on TalkTalk net with a TT router?! Every time we phone o2 we have to try and explain the whole scenario over again and every time they just tell us to phone TT and ask them?! But TT said the request to cancel was confirmed from o2 and from the next month it would cease.

My poor Mum is on the phone now She's beyond bored of getting vaguely threatening texts.

Edit: Just to add, wouldnt o2 just be able to look and see if the broadband line is idle/unused?! If we are still on it.

liubeliu

Don't some speed checkers tell you which provider you are on? I will have a look and get back and post link.