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Problems cancelling Talk Talk service
roo_ranger
Posts: 4 Newbie
in Phones & TV
Hi I am in desperate need of some help.
I called to give notice to cancel my Talk Talk service of broadband / phone and find out if there would be any money outstanding to pay as I am moving abroad and do not want to keep the service. I was then advised that due to the package I had which included the TV and the fact I was breaking contract I would need to pay over £400 to break the contract.
I advised Talk Talk that within days of receiving the TV box I had called to advise that I did not want the service and to cancel the TV part off my contract, they have no record of this conversation. I then advised I had sent numerous emails as the telephone customer service had been so poor, I felt it would be better to put something into writing to advise that due to a connectivity issue and I did not want the TV part of the package and to come and collect it from me. I clearly requested that I wanted to cancel the TV and at no point during this correspondence did they advise that I needed to phone to make a cancellation otherwise my request was not valid.
I never plugged in the TV box but despite this they feel they can charge me for the full service despite me not using it.
Talk Talk's response was that my email communication was irrelevant as I would have been told that I could not cancel by email, which at no point in the correspondence was I told this.
They are refusing to do anything about the charges for the TV despite me having put in a request for cancellation and say I have to pay the whole amount of £400. When I advised I was unable to pay this as cannot afford to do so but would be willing to pay to buy out the contract for the broadband and the TV which was £200, they were not willing to negotiate with me and told me there was nothing I could do whatsoever but pay them.
Can anybody give me some advice as I feel this is very unfair, what are my rights?
I called to give notice to cancel my Talk Talk service of broadband / phone and find out if there would be any money outstanding to pay as I am moving abroad and do not want to keep the service. I was then advised that due to the package I had which included the TV and the fact I was breaking contract I would need to pay over £400 to break the contract.
I advised Talk Talk that within days of receiving the TV box I had called to advise that I did not want the service and to cancel the TV part off my contract, they have no record of this conversation. I then advised I had sent numerous emails as the telephone customer service had been so poor, I felt it would be better to put something into writing to advise that due to a connectivity issue and I did not want the TV part of the package and to come and collect it from me. I clearly requested that I wanted to cancel the TV and at no point during this correspondence did they advise that I needed to phone to make a cancellation otherwise my request was not valid.
I never plugged in the TV box but despite this they feel they can charge me for the full service despite me not using it.
Talk Talk's response was that my email communication was irrelevant as I would have been told that I could not cancel by email, which at no point in the correspondence was I told this.
They are refusing to do anything about the charges for the TV despite me having put in a request for cancellation and say I have to pay the whole amount of £400. When I advised I was unable to pay this as cannot afford to do so but would be willing to pay to buy out the contract for the broadband and the TV which was £200, they were not willing to negotiate with me and told me there was nothing I could do whatsoever but pay them.
Can anybody give me some advice as I feel this is very unfair, what are my rights?
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Comments
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If you didn't cancel properly within the cooling-off period then you are contracted for the minimum term, and subject to any ETC that your contract specifies. It seems you simply changed your mind about the TV service after the service commenced, if you didn't even plug it in?No free lunch, and no free laptop
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