Cancelling Talk Talk - anyway to do it without being charged?

confusedmummy

I joined Talk Talk to start with their phone and internet service on 15th February. However, I want to cancel as I have read their reviews online of them being appalling and when I phoned up initially they quoted me a 12 month contract but the paperwork I received today says it is an 18 month contract which is not what I wanted at all. What is more we have already had a problem with our phone line which needed an engineer (BT Outreach) to come and fix.

I have been trying to call their help line but I keep getting passed from one advisor to another and then get cut off.

They said they take £79.99 initial charge for setting up a phone line and then refund me £50 off my first bill. They also charge £19.29 for phone and internet per month.

What I want to know is, if I cancel within the allowable 30 days can they still take the £79.99 from my account seeing as I have been miss-sold the services? Can I just cancel the initial direct debit before they take any money whatsoever?

macman

You can cancel within 30 days, but you will not get any connection fee refunded, and you will presumably have to give 30 days notice, so will incur the relevant charge to that date. If you cancel your DD then you will be hit with extra charges-not a good idea at all.
You would be well advised to put your cancellation request in writing by recorded delivery.
It's not clear that you have been mis-sold, so that would not give you a reason to cancel.

confusedmummy

macman wrote: »

You can cancel within 30 days, but you will not get any connection fee refunded, and you will presumably have to give 30 days notice, so will incur the relevant charge to that date. If you cancel your DD then you will be hit with extra charges-not a good idea at all.
You would be well advised to put your cancellation request in writing by recorded delivery.
It's not clear that you have been mis-sold, so that would not give you a reason to cancel.

I only joined Talk Talk because on their website and the lady I spoke to (have all her details) said it was definitely a 12 month contract. I now have a contract on paper that says 18 months. If that is not miss-selling then I don't know what is.

lucylucky

If you can get a screenshot of the relevant web page which will help in any dealings you have with them

EDIT - I see they do a 12 month package


https://sales.talktalk.co.uk/products/broadband/compare.html

macman

confusedmummy wrote: »

I only joined Talk Talk because on their website and the lady I spoke to (have all her details) said it was definitely a 12 month contract. I now have a contract on paper that says 18 months. If that is not miss-selling then I don't know what is.

They have recently switched from 18m to 12m contracts, so I suspect that you've simply been issued with the old contract. This is TT we're dealing with... if you ring up and find that you are actually on a 12m contract, then you will not have been mis-sold, so I suggest you rely on the 30 day clause to get you out of jail. But you'll still have to pay for the connection fee and any period of service, and return the equipment.
PS: bear in mind that if TT put you onto an LLU service, then you will have to go back to BT line rental first on a 12m contract-you can't move LLU to LLU, except possibly to Sky.

TalkTalk

Hello confusedmummy,

Sounds like you have had a new line installed with you referring to the £79.99. You can cancel your order providing the line has not been installed or the order isn't past the point of no return.

That aside even once live you have 30days to cancel without disconnection fee however we wouldn't refund the connection fee or any charges whist using the service.

Regards
Stephen

macman

The OP mentions that BT OR have already been out to fix a line problem, so I think it's safe to assume that the line is already in service.

TalkTalk

macman wrote: »

The OP mentions that BT OR have already been out to fix a line problem, so I think it's safe to assume that the line is already in service.

Indeed, sorry i missed that bit. IN that case your still free to cancel if within your 30days.

Alioth

I just called Talk Talk to cancel as the date they offered for the new line installation was too late for me. Not a pleasant experience, you need to be firm on the phone. Also, the operator hung up on me. Thanks

macman

But since the line install is done by BT OR regardless, you are unlikely to find another other provider that can do it any quicker.

Alioth

macman wrote: »

But since the line install is done by BT OR regardless, you are unlikely to find another other provider that can do it any quicker.

Oops. fingers crossed.