Moved from O2 Broadband to TalkTalk; O2 account still active

Number29

Hi all

I've recently switched from O2 Broadband to TalkTalk (19/2/13). The TalkTalk FAQs very clearly state:

• What happens if I'm switching from another broadband provider?
  Switching to TalkTalk couldn't be easier. All you need to do is choose the package you want and we take care of the rest. Your old service will be cancelled as soon as your TalkTalk service starts so there won't be any overlap and you won't be double-charged. Your previous provider will credit you for any unused line rental.

However, I have just received a bill from O2 for the period 26/2/13 - 25/3/13, long after my account with O2 was supposed to cease.

I have just spoken to an O2 advisor online who states that there has been no request to cancel the account.

What is the quickest and most efficient way of going about getting my money back in this instance? I don't actually know who is to blame, but it certainly isn't me, so someone else needs to pay it!

Many thanks

#29.

[Deleted User]

Possibly an O2 error - we moved house at the end of the year and asked O2 to take over the BT line, move our number and O2 broadband and were told "we will tell BT, you don't have to do anything". Needless to say they didn't and we had a new number at new address, with old BT number still working at old address. BT denied O2 ever contacting them .... Only good news is that we're renting for a few months and when we buy again I'll be moving away from O2, or should I say SKY? (No thank you ...).

Suggest that you ring O2 if they've made a mistake, but as you're leaving them not sure how much joy you'll get!

Good luck with TalkTalk - was with them a few years ago and when things worked it was good, but when they didn't ... :mad:

colin79666

It doesn't matter where the blame lies. Fact is your broadband is now with talk talk. You have informed O2 of the issue. If they look at their systems they will see no usage from your line and should therefore cancel your account in their systems and refund you the overpayment.

I had the same issue years ago when moving from Orange to O2.

Number29

colin79666 wrote: »

It doesn't matter where the blame lies. Fact is your broadband is now with talk talk. You have informed O2 of the issue. If they look at their systems they will see no usage from your line and should therefore cancel your account in their systems and refund you the overpayment.

I had the same issue years ago when moving from Orange to O2.

O2 admitted that my account was currently suspended as of 20/2/13 when they received a disconnection notice from BT.

shelley_crow

They did that to me as well. I cancelled in October and they text me to say that some money would come out in November due to being part way through a month. They took that out and then took another £20 in December.

They'd had their modem back in October as per their request. I rang and got a refund and then cancelled the direct debit with the bank. Lucky I did, as they text me to say that the January bill was due!

Number29

Also, BT were aware of me moving to a new provider as they've sent me a final bill so it seems unlikely that TalkTalk would have told BT of the disconnection but not O2?

macman

Never believe a provider (especially if it's TT) who makes this promise to 'do it all for you'!
Once you have your switch date, contact the existing provider and confirm the switch with them.
OP, did you not cancel your 02 DD once you received what you thought was the final bill?

Number29

macman wrote: »

Never believe a provider (especially if it's TT) who makes this promise to 'do it all for you'!
Once you have your switch date, contact the existing provider and confirm the switch with them.
OP, did you not cancel your 02 DD once you received what you thought was the final bill?

I didn't have a final bill from O2 until they billed me normally yesterday! I was expecting a final bill from them though.

MonkeyPower

On Thursday last week, I started the switching process from O2 to TalkTalk. When I had completed the online process, the screen said something like. "You're done, we'll now do everything for you to switch your phone and broadband, but do remember to cancel your broadband."

This seemed a rather contradictory message to me. If I had to cancel my broadband, clearly they weren't going to do it all. Plus I was wondering if they wanted the MAC code. So I phoned Talk Talk to ask them about this. The first person didn't even understand the question and just kept askign me if I wanted to know my connection date. The person she then put me through to did understand the question, but said they would sort everything. I then asked why the website said I needed to cancel my broadband and said that it was normal to provide your MAC code. I said that I wanted to make sure that it all went through fine as I didn't want to be charged by two providers at the same time. He didn't really have an answer to that and just said that maybe it would be best to phone O2 in a few days time to confirm that it was all going through from their end. He really didn't have a clue though and clearly didn't know anything about how the switch process actually works.

I decided to phone O2 to get the MAC code and give it to Talk Talk. When I asked for the code, they offered me free broadband for a year, so I accepted that and cancelled the Talk Talk move as I really lost confidence in Talk Talk.

So what has happened to you doesn't surprise me at all, as this is exactly what I was expecting would happen when I switched based on the contradictory information in Talk Talk's switching process and the complete cluelessness of their call centre staff.

You could try posting your query in the support thread in Talk Talk's forums. Their online staff can have a look at your account and have a reputation for being good at dealing with these things. I think they only deal with issues Monday to Friday during office hours though.

Bad_website

this thing happened to me when i changed from talk talk after they took over tiscali to o2, i had to go to talk talk and cancel my service with them manually, i sometimes wonder what is the point of the MAC code if you still have to cancel service manually

Bad_website

then when i tried to get my credit back of talk talk, no one could find my account. Never got my credit