Cancelling TalkTalk after 2 days

LouFace

My talktalk account went live 2 days ago and from the second I switched it on I have had nothing but problems.

I spent one day with a constantly dropping internet and a phone line which wouldn't work, and the second with the slowest, most unresponsive net i've ever had the misfortune of using.

Talktalk say they can find no fault and that I am getting 13mps.

I have had a look online and found nothing but negative things about talktalk, and i'd like to get out asap.

I know there is a 14 day cooling off period but I think this is before the service goes live. On their codes of practice it says "You have the right to cancel at anytime during the 10 day cooling off period", but I assume this is the pre-live period. It however also says "You have a 30 day trial period for your broadband".

Do I have a right to cancel after 2 days of none working internet, without being charged for early cancellation?

EDIT: They apparently no longer have a trail period, the page I found was old. They now have this -

'If you ordered any Service (as defined below) from us either over the internet, by telephone, by mail order or by any other distance selling method you may cancel the Contract (as defined below) pursuant to the Consumer Protection (Distance Selling) Regulations 2000 (“Regulations”) at any time up to 7 working days either after receiving these terms and conditions for any Service or up to but not including, the date our supply of that Service to you commences if sooner (“Trial Period”) provided that you notify us in writing of such cancellation within the Trial Period.'

which mentions a trial period, but I don't know how you have a "trial period" without trialing anything.

diamonds

More TT lies, it is a 30 day trial period "You have a 30 day trial period for your broadband" (see below)

And when you ask for your MAC to leave any promise made to stay will be a lie as I found out...then the Chief Exec team will lie & lie & lie you were never offered such or that any other matter raised with them or give any recording/s requested under the Data Protection Act on these matters/conversations exists.

the above "statement" is in section 5.7 here http://www.talktalk.co.uk/legal/tiscali-product/code-of-practice/

baby_frogmella

I guarantee if you plug your modem into the Talktalk MSAN at your exchange, your modem will sync at the full 24 meg with no disconnections. So the fault either lies in the wiring/equipment in your property or there is a line fault between your property and the exchange. Either way, head over to the TT forums, register and post your issue and someone from TalkTalk support (uk based) will help you resolve it. I've been with talktalk for over 2 years and whilst their phone support is a joke, their actual broadband service is superb. Stick to their forum support for any issues and you'll be a happy bunny
http://www.talktalkmembers.com/forums/

cuphalfempty

I recently sold my soul to Sky for £45 cashback, £25 in M&S vouchers and 6 months free broadband. Went live a week ago after 12 months trouble free with plusnet, and since day 1 have had problems with the connection dropping. Not sure this is entirely confined to talktalk.

Beginning to wish....

macman

If it's a line fault, then switching from TT will make no difference whatsoever. You have to give OR time to trace and fix the fault-48 hours is simply not enough.
Make sure that you have reported it as a line fault-not as a broadband fault. This gets OR involved to find any physical faults.

LouFace

diamonds wrote: »

More TT lies, it is a 30 day trial period "You have a 30 day trial period for your broadband" (see below)

And when you ask for your MAC to leave any promise made to stay will be a lie as I found out...then the Chief Exec team will lie & lie & lie you were never offered such or that any other matter raised with them or give any recording/s requested under the Data Protection Act on these matters/conversations exists.

the above "statement" is in section 5.7 here http://www.talktalk.co.uk/legal/tiscali-product/code-of-practice/

Yes, this is the old T&C's that I was referring to in the OP. If you go to the talktalk website and navigate through to the Code of Practice page, that is no longer there. They removed it a couple of months ago it seems.

LouFace

macman wrote: »

If it's a line fault, then switching from TT will make no difference whatsoever. You have to give OR time to trace and fix the fault-48 hours is simply not enough.
Make sure that you have reported it as a line fault-not as a broadband fault. This gets OR involved to find any physical faults.

I had perfect phone service (BT) and broadband (O2) up to the second the talktalk service went live.

diamonds

LouFace wrote: »

Yes, this is the old T&C's that I was referring to in the OP. If you go to the talktalk website and navigate through to the Code of Practice page, that is no longer there. They removed it a couple of months ago it seems.

Says Code of Practice on their current webpage I posted & under 5.7 its 30 days trial, I'd be emailing a complaint to Ofcom with the link above that TT are refusing to let you leave in accordance with their OWN procedures.

Take screenshots of the page & send in the ofcom email, TT are sneeky, here is the most important one


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LouFace

diamonds wrote: »

Says Code of Practice on their current webpage I posted & under 5.7 its 30 days trial, I'd be emailing a complaint to Ofcom with the link above that TT are refusing to let you leave in accordance with their OWN procedures.

http://www.talktalk.co.uk/legal/code-of-practice/

is their current Codes of Practice page, navigated to through the talktalk website. No longer anything about 30 day trial.

diamonds

That is TT problem, you have proof for Ofcom of a current webpage that says 30 days.

EDIT:
I just copied your link & opened it in Firefox incase iE was not refreshing, 5.7 on my link & yours state 30 days trial.

baby_frogmella

LouFace wrote: »

I had perfect phone service (BT) and broadband (O2) up to the second the talktalk service went live.

Then it sounds either like a line fault or possibly the BT/cube engineer made a balls up at the exchange on the day they were supposed to connect your line to TalkTalk's equipment. Nevertheless, if not already done so use an alternative router (borrow from a friend/relative or buy a cheap one from ebay for a few pounds), plug this into your test socket (located behind master test socket) and see if the disconnections continue. If they stop then the issue is with the old router or with the wiring in your property. If they continue, then you need to head over to the TT forums and lodge this issue with the support team and they will get to the bottom of this.

Yes TalkTalk will let you leave within 30 days but at least give their forum support a chance to fix this issue. If the fault is found to be with TalkTalk (eg their engineer's fault) then more than likely they will give you x months of free service as compensation after they've resolved it...but give them a chance to put matters right. AND STAY AWAY FROM THEIR PHONE SUPPORT!!!!