TalkTalk Price increase - Cancel contract

saroash

Hi All,

I was wondering if someone could help or advise me with my problem with TalkTalk. The detail is as under:

I recently joined TalkTalk because it was turning out to be cheaper. However TalkTalk have recently advertised on their website that the prices of their packages are going to increase from January 2013.

On the TalkTalk forums one member asked the question if they could leave TalkTalk (without any penalty) due to the price increase. One of the OCE replied back that this could be done by calling the cancellation team.

ALso if I read clause 16.1 of TalkTalk terms and condition, I am allowed to end the contract if their are any changes in the conditions which are a material disadvantage.

On Saturday I called TalkTalk cancellation team and requested a cancellation of my contract. I was put through to the Cancellation team Manager, Rachel, who said that I have to wait for a letter or email notification before I can request cancellation. However when I read clause 16.1 of TalkTalk terms and conditions it is clear they can either inform via website or by contacting me or by both. Which means that I should be given the right to cancel since the notification is there on the website. In my conversation with Rachel I made her aware of this but she insisted that she cannot cancel my account without cancellation charges and instead of cancelling my account escalated my case to the CEO's office saying that I have to wait for upto 7 days to get a reply from them. I believe that this action by Rachel is just a delay tactic because I have 10 days from the date the the notification was put on the website to cancel my contract. The notification was put on the website on 24th October and I have only until 3rd of November to cancel my contract!

Can anyone please advise what I can do in this situation? Please help

Thanks and Regards

Saroash


TalkTalk terms and conditions Clause 16.1
16.1 We may change these Conditions at any time for legal, regulatory or commercial reasons. We will notify you of all such changes in writing and/or by publishing them on our Website (url removed). To the extent that we believe such changes are to your material detriment we will give you at least thirty (30) days notice of such changes by writing to you and/or publishing them on our Website or providing them on our Customer Services telephone line by way of a recorded message, or for changes to the Mobile Service sending you an SMS or by posting them on our website for the Mobile Service. If you object to a change that we believe is to your material detriment you may terminate your Contract without charge provided that you notify us in accordance with the provisions of clause 11 and prior to the date that the relevant change is due to take effect

saroash

Just received a cal from TALKTALK's CEO's office. My account has been terminated without any termination charges or penalties.

Ririod

I just tried talking to the cancellation department and have been told their system is down and I have to phone back tomorrow. How long do i have to cancel the contract because of price increases is it 30 days? thanks for any info.

bod1467

I think they allow 30 days from notification, although 10 (working) days rings a bell as to statutory minimum notice period.

devilchef

I am also thinking of leaving talktalk due to their price increases but more to the point their terrible broadband speed, but after i have phoned them a few minutes ago, they gave me an offer to stay and confirmed i am able to leave without charge however what they do and what they say are two different things, but they offered me 1/2 price line rental for 9 month on talktalk plus, unlimited bb and hone anytime with 500 mins on international calls all for £26.75, not bad but still doesn't solve their broadband problems and the crap speeds we recieve.

TalkTalk

hi saroash,

Im glad to see you have resolved this issue via the CEO's Office.

If any other customers are considering cancellation this need sto be conducted via the Retentions Teams. If you Tweet u @TalkTalkCare we can investigate into any service issues you are experiencing and if necessary arrange a callback from the Retentions Teams for you.

Regards

Mark
Online Community Department

macman

Remarkably honest of you to admit that all cancellations must go through retentions-most providers do not even admit the existence of such a department!
But I see no reason why customers canmot give 30 days notice by email or by letter, as long as done within the 30 day period after notification of an increase. This should satisfy all contractual obligations.

TalkTalk

Hi Macman,

Where cancellations of active accounts is concerned this should be completed via the Retentions Teams. There are exception to this where high level complaints are concerns but in general terms customers hsould be reffer to the Retentions Team to discuss cancellation options. This is due to the relevant access the Retentions Teams (they are one of the few departments able to waive cessation fees if necessary, again with the noted exception of escalated complaints) have to process such requests.

Inbound requests via alternative contact methods are still address, with custoemrs reeferred to the Retentions Teams. As advised if customers do not wish to call them we (the Online Community Department) can arrange a call from the Retentions Team at a time suitable to the customer.

Regards

Mark
Online Community Department

oldagetraveller

" If you Tweet u @TalkTalkCare"
What about customers who don't use Twatter?

TalkTalk

Hi Oldagetraveller,

Customers can contact us via twitter, if they do not use twitter they can obtain online support via either the TalKTalk Members Forum, Facebook, The TalkTalk Website, via email. LAternatively customers can calls us if they wish.

Regards

Mark
Online Community Department