TalkTalk- new ll/bb contract but still no service - cancellation rights?

James_Lahey

I'm posting here on behalf of a friend who has been without her TalkTalk landline & internet since the 24th of September after moving home (this move was about 50 meters away into adjoining property - no area code change.) Her reconnection date (according to her connection pack) was the 16th of October

She has since made many expensive mobile phone calls to the TalkTalk service centre who have promised engineers visits or 48/72 hours until connection, none of which have transpired.

She has asked me today to look into the possibility of ending this contract (for which service has yet to commence.) And where she stands legally doing so.

Logically it would seem she would be free to sign up with another provider after so much fuss from TT? Any advice regarding this would be greatly appreciated!

Also if there's a talktalk rep on this forum who is able to sort this problem out for her feel free to contact me via PM or reply here - I am not the account holder but do have all details including a contact number they will be able to reach her on. As she has no landline every useless/frustrating call to CS is costing ~£5 - the talktalk website won't even sign her up (as her account and tel #s are not shown as valid!)

macman

Since the contract has not yet commenced, she should be able to cancel now without penalty.
Though, since the job of reconnecting, or provisioning a new line (not quite clear which service she needs?) is done by BT OR, not TT or any other provider, it may be just as long again with another provider.
A wait of 6 weeks is quite normal for a new line provision. The fact that it's 50 yds from the old house is not relevant-a new or different line is still required.
The problem is that TT are as abysmal at liaising wth OR as they are at keeping their own customers' informed.

James_Lahey

Thanks macman - I agree about their communications! I've tried to sign up to their forum - can't because account number and phone aren't valid yet! Twitter feed has said they only provide online help to account holder (she would love to be online!) Just called cancellation number and after waiting 20 minutes on hold managed to get through to someone - who said she would try and give my friend a call back after checking with her manager!

I was a tiscali/talktalk customer previously and although aware of their poor customer service reputation never had reason to call them.

I'm unsure whether is a reconnection or new line - although would guess at reconnection as her new place was recently vacated.

Just spoke to her and she's now sure she wants to cancel out of principle - and tbh after 4 hours of dealing with their CS I think that's a wise move.