TalkTalk disconnection letter - question

CrashJPMorgan

Hi all,

I switched my broadband/line/call package to Sky (for the M&S deal) a few days ago and I shortly thereafter received a disconnection letter from TalkTalk. I am out of contract with TalkTalk so no fees to pay etc.

My question is the TalkTalk letter wasn't exactly clear - they mentioned disconnecting my service as well as transferring it.

Do they mean:

1)
They will transfer my line/broadband over to Sky on the migration date for a seamless switch in service?

or

2)
They will disconnect my service whenever, regardless of Sky switch over date. Then I may have no line/broadband for a short while till Sky activate my service?



Anyone have experience of this? Thanks.

macman

If it's an LLU to LLU transfer, Sky will probably provision a new line.

CrashJPMorgan

Yeah its LLU to LLU.

Does new line mean option 2? i.e. they will disconnect me whenever.

CrashJPMorgan

Just had an update!

Called up Sky to check-up on my order and the person I spoke with told me TalkTalk had cancelled my transfer to Sky order! He said this usually happens if I called TT to cancel the move, but I didn't!

Anyways, he put the order through again. Hope it doesn't affect my vouchers, he checked and said it wouldn't.

Also, if true, is TT's behaviour legal? I think it may be due to me ticking the box to keep my phone number. I'm thinking TT used this reason to cancel the order as perhaps this can't be done.

But that still wouldn't explain the disconnection letter. Something fishy going on.

I think MSE or ofcom should investigate this.

LazyTyper

CrashJPMorgan wrote: »

Just had an update!

Called up Sky to check-up on my order and the person I spoke with told me TalkTalk had cancelled my transfer to Sky order! He said this usually happens if I called TT to cancel the move, but I didn't!

Anyways, he put the order through again. Hope it doesn't affect my vouchers, he checked and said it wouldn't.

Also, if true, is TT's behaviour legal? I think it may be due to me ticking the box to keep my phone number. I'm thinking TT used this reason to cancel the order as perhaps this can't be done.

But that still wouldn't explain the disconnection letter. Something fishy going on.

I think MSE or ofcom should investigate this.

It's not unknown to Ofcom (and industry) that there are some cases of abuse with the "Cancel Other" order type, where the losing provider cancels the transfer/migration away. Normally this is only placed if your new provider has slammed you and you wish to not proceed with the new provider.

Your new provider have procedures in place if your old provider continue to place Cancel Other orders.

I'd say it's definitely writing to Ofcom about it, but they will not get involved in your particular case.