Talk Talk Cancellation Please help!!!

sam4768

Dear All,

Couple of weeks ago I signed a contract with talk talk for phone line and broadband (£9.50 a month line rental + £3.25 unlimited broadband deal). Today (07/06/13)my phone line was connected by an engineer but I was unable to connect to internet due to outage near where I live.

Talk Talk customer service is incredibly unhelpful. I tried to cancel my services but they told me that as my phone line was connected I would still have to pay remaining 12 month contract fee.

I thought this can't be correct as I am unable to connect to internet so they failed to deliver. Additionally this is my first day of the contract.

Anyone able to advice if I can cancel the contract without paying for penalties?

thanks for your replies in advance

hamster2013

if you are paying £9.50 line rental, i am assuming you took the 12 month pre-paid deal of £114 upfront
so lets deal with that - your phone line is active - under what reason do you want to cancel ?

second - you took a broadband deal of £3.25 / month (half price) which was due to go live today.... and the day is still not complete, yet you are calling to cancel ?

i joined talktalk wiht a phone and activation due yesterday - the phone line kicked in automatically around 5pm and the broadband around 8pm... one disconnect at around 8:30pm , then its been stable since...

i would give it end of day before you can make any sort of claim


sounds more like you have changed your mind rather than them not delivering....
read your T&C and see what you signed up to in order to check if they have a cooling off period that can allow you to leave now without any penalties - otherwise you have signed up for the duration - which protects you and them
you from any price increase or change of service / package (unless allowed by T&C) - and them from the same - i.e guaranteed revenue for the next X months (unless allowed by T&C)

macman

They're separate contracts. Why do you want to cancel on the first day of service!? If there is a local outage then BT OR will fix it within about 5 working days, and there's nothing that TT can do to speed up that process.That does not mean that you can void your contract without penalty. There is no SLA on a residential contract.
If you needed a 24/7 service with competent tech support and helpful customer service, then why did you opt for the cheapest around? They're cheap for a reason.

sam4768

Dear All,

Many thanks for your replies. I forgot to mention on my previous post that there were also problems on my phone line (echoing, background noise etc), however it was on.

You both were were right. After 20 calls on 7/6/13(on three occasions they put the phone down on me, terrible customer service) at approximately 1600 hrs I found out that the reason why I could not connect to internet was and the issues with my phone was as TT hasn't switched me on yet. They told me that under TT s terms and conditions, they had time to swich me on till midnight. I thought this was fair enough and I decided to wait till next day.

The next day my services still wasn't on and when I contacted them they said there were issues with my line and BT engineer had to attend my address to resolve the issue(BT engineer already attended my address a day before).

I was informed under OFCOM regulations Talk Talk had 28 to resolve the issue. They couldn't tell me exactly when engineer could attend however I was told it normally takes 14 days.

I again told them I wished to cancel my contract however they informed me I had to pay early cancellation fee etc. I then cancelled the contract.

This week I am going to Citizens Advice Bureau to establish if anything can be done.

If anyone had similar experiences please let me know or any advise appreciated:T

macman

So you cancelled your DD without giving TT any reasonable opportunity to remedy the fault, as is required. Why waste the time of CAB, since you really don't have a leg to stand on?
You apparently already had a line fault. Switching providers will not magically cure this.

sam4768

macman wrote: »

So you cancelled your DD without giving TT any reasonable opportunity to remedy the fault, as is required. Why waste the time of CAB, since you really don't have a leg to stand on?
You apparently already had a line fault. Switching providers will not magically cure this.

That is not correct as I had sky broadband and phone line running without any issues on the same line the day before Talk Talk tried to connect me. However it is possible the line may have magically occurred a problem overnight. All I expect is the broadband and phone line I paid for to work correctly. I think it is unreasonable for a new customer to wait for another 14 to 28 days for what I had paid already paid for.

Anyway thanks for your views/advice.