Talk Talk Broadband Still within 30 day trial

colinliu1975

Hi Guys,

I changed to TT recently, past week, and the router is not the best unfortunately. Thinking of going back to O2, however, having been informed I have to pay a connection fee, I am now left with additional fees.

I can disconnect TT without an exit fee, and I'm currently in my 7th day of the 30 day trial.

Under the Distance selling regulations, am I right to say TT should refund the o2 connection fee? Can anyone point me in the right link?

Appreciate your help

Colin

baby_frogmella

I agree the Huwaei routers Talktalk supply are absolute junk (Huwaei HG532 in my case), however just because they sent you a poor router is hardly a reason to leave in itself...unless you've got other issues. Pop into your local pcworld, pick up a router such as this try it out for a few days, if it works great! otherwise take it back for a refund. I suggest you post your issues here:
http://www.talktalkmembers.com/forums/

The Talktalk 30 day trial period just means that you can leave them penalty free in the first month; talktalk will not pay any fees incurred when joining another ISP.

colinliu1975

Surely TT changed the exchange, part of the service which has incurred effectively occurred a charge.

Under DSR, THEY should revert it back how it was:

"What specifically do I have to refund to the consumer if they cancel?
3.48 The DSRs require you to refund any money paid by or on behalf of the consumer in relation to the contract to the person who made the payment. This means the full price of the goods, or deposit or pre- payment made including the cost of delivery. The essence of, distance selling is that consumers buy from home and receive goods at home. In these circumstances, almost every case of home shopping will involve delivery of the goods ordered and so delivery forms an essential part of the contract."


WHat do you think?

cbrpaul

i agree with baby frogmella , you cant really rate the connection stability due to a pants router,

I compared it to my netgear, and the netgear is far superior !!

Get yourself a Netgear router,

Im using one on my TT line and its great !!!

baby_frogmella

colinliu1975 wrote: »

Surely TT changed the exchange,

What do you mean by this?

System

If you have been put onto the TT LLU network (i.e. Free broadband) then you cannot simply go to another provider on that telephone line. Your only option (As far as I am aware) would be to take up a contract with B.T. to revert your phone line to the BT network (select the cheapest BT contract available for the minimum term available) then, once that new BT contract has expired, you can go to another supplier (e.g. O2)
Out of date info above, some other companies can now migrate from a TalkTalk LLU line, not just BT.

The reasons for this include the fact that the telephone exchange and lines are owned and controlled by B.T. Openreach, so TT do not do the connection work (as such).

All of this info was included in the contract you have agreed to with TalkTalk, so the only fees you save are the cancellation charges if you cancel within the cooling off period. You still have to pay call charges for the calls etc. made during the period you were with TT.

colinliu1975

Surely TT changed the exchange, (made the switch on the telephone exchange)

I agree I should pay for the service (call charges, I have used) but like any standard DSR, any additional costs incurred, that's out of my pocket, should be refunded?

For example:

postage for returning the item is refunded
reconnection back to how the landline was SHOULD be refunded too?

Mark_In_Hampshire

Er... no. Firstly this isn't, as far as I can see, a "Distance Selling Regulation" issue, but a 30 day guarantee in addition to your statutory rights.

As I interpret it, you may cancel without penalty or without paying early termination fees within the 30 days.

When the Talk Talk line was provisioned, it might have been provisioned as a full MPF line which means it needs to be changed to another provider.

Any other provider can organise that for you to move away, but the costs will most likely be yours. Those will be line connection costs levied by Openreach and passed on to you usually at a profit by your new supplier. There is no need to "return to donor" or "go back to BT" but some providers will tell you to do this because they cannot be bothered to organise the migration for you.

Because the router isn't faulty (assumption), you have no right of recourse regarding the return postage unless explicitly mentioned in the offer.

If it's a 30 day guarantee which enables you to exit, but makes no mention of your other costs, I suspect those would have to be borne by you.

baby_frogmella

colinliu1975 wrote: »

Surely TT changed the exchange, (made the switch on the telephone exchange)

I agree I should pay for the service (call charges, I have used) but like any standard DSR, any additional costs incurred, that's out of my pocket, should be refunded?

For example:

postage for returning the item is refunded
reconnection back to how the landline was SHOULD be refunded too?

But you've not really said what the problem is with your talktalk service. You've said "the router is not the best unfortunately", now this could mean you don't like the pink flowers on the router, the router is giving out foul H2S smells or maybe just maybe the router is losing connection frequently? Could you be a bit more specific? Why don't you try another router? If you're absolutely set on leaving TalkTalk and aren't willing to try another router, check your wiring, filters etc then i'm afraid it will cost you. This is a risk you took when you signed up, if you weren't aware of this you should have asked beforehand.

System

Mark_In_Hampshire wrote: »

.....

There is no need to "return to donor" or "go back to BT" but some providers will tell you to do this because they cannot be bothered to organise the migration for you.

Thanks for this info, my understanding was out of date.

One of the TalkTalk Members Forum TT staff recently posted this :

You do not necessarily need to complete a return to donor with BT before moving to another provider. If you do wish to migrate your service I would recommend that you contact your chosen new provider to see if they are able to migrate you from a TalkTalk LLU service as several providers can now offer this service.

I believe that SKY can migrate from a TalkTalk LLU line, but I'm not sure about O2.

Mark_In_Hampshire

They can all do it. It's just that only some of them actually will.

I've seen success stories of this with Sky in the past, O2 should be up to the job... fingers crossed.

Can only echo what others have said - free routers aren't usually the best, and if a fault ever develops, the first thing you'll be expected to do is to try another router.

It's not my money to splash around but thirty pounds for a good quality router may improve the performance anyway, some perform better than others.