Problems leaving TalkTalk

TalkTalk

HI Andi,


Thats exactly what you need, jsut psot the detaisl of your issue in the relevant section and an OCE will pick it up in due course. PLease note do not bump your thread... OCE work from oldest ot newest comments so bumping will only increase response time

Regards

Mark
TalkTalk Online Community Department

deklan99

Ask TT for a direct link to the paragraph of which document or web page it gives any advice on migration of LLU services to another provider.
Only advice I can find on migration is for getting a MAC which hardly any TalkTalk customers can actually get, even then you have to phone them.

andiworf

Someone from TT OCE is looking into things for me so hopefully all will be well.

Many Thanks

Andi

TalkTalk

Hi Deklan,

We cannot post links on the MSE forum but the info your looking for is in the Termss and Conditions in the "temrination by you" section. T&Cs can be found on the TT website by going to the "Legal" section followed by "Product Terms and Conditions"

@Andi - Im glad this is being investigated.

Regards

Mark
TalkTalk Online Community Dept

deklan99

Sorry Mark, not having that.

As per your linkage "10.4.2 to end the Broadband Service, Mobile Service or the Fibre Optic Boost you must tell us in writing 30 days in advance of leaving us;".

No mention of migration of LLU services and contrary to advice given on your forum " The terms and conditions of your TalkTalk service do not state you should give 30 days notice of cancelation to TalkTalk when migrating to another provider. They state you should place your orders with your chosen new provider and this serves as notice to terminate your TalkTalk services."

Where is this information?

Also
"Transferring or Terminating your Broadband Service 4.37 You may need to obtain a Migration Authorisation Code (“MAC") from your current broadband provider in order to move to our Broadband Service. This MAC will be valid only for a limited period and can only be used once. You accept that we may charge you if you are moving your broadband from another provider to us. For further details about MAC's or of these charges please call Customer Services or visit our Website."

No mention of LLU services.

There's also on your website "Help", "The procedure for leaving TalkTalk varies depending on the services you subscribe to, so we ask that you contact us by phone so that we can explain the process in full and discuss any termination fees that may apply."

And "We're sorry to hear you are considering leaving TalkTalk for another provider. If this is because you are experiencing problems with your service, please call us at 0870 444 1820, which is free from your TalkTalk landline, or contact us online so that we can resolve your issue as soon as possible. We hope to win back your loyalty."

How do your LLU customers migrate from TalkTalk and where exactly is this info?

Seems to me and others that as soon as customers wishing to migrate from TT LLU contact you, as per your own advice, you pull the plug ASAP and make it difficult contrary to Ofcom's advice that you "facilitate" these non-standard migrations.

TalkTalk

Hi Deklan,

If you are an LLU customer to migrate you HAVE to move your Line Rental.

TT do not offer partial LLU so in the case of migrating LLU your must migrate the LR aswell.


In this respect the following term states exactly what I have advised.

"10.4.4 to end the LR Service, you must tell us in writing 30 days in advance of leaving us. However, if you are leaving us to go to another telephone company, we will consider that you have given appropriate notice as soon as when we receive notice from your new provider. In other words, you will not be required to give us 30 days written notice in this instance."

The section I have highlighted in bold advised if you are transferring to another provider then the transfer order acts as the disconnection, as we advised.

Regards

Mark
TalKTalk Online Community Department