Talktalk cancel and you view box

Mickygg

Hi all

I finally decided with the recent talk talk prices to move away to a new ISP. I've cancelled within the 30 days to leave penalty free as I still had a year to run.

They are now asking for the you view box back. Has anyone else been in this situation and did you send back or keep? Throughout cancelling returning the box was not mentioned.

Talktalk owe me a few pounds refund so not sure how to play this.

System

If you're still within contract (I only began my 18 month tv contract in November last year, for instance) they may well ask for the box to be returned at your expense (post/ courier - watch out for packaging to ensure no damage in transit) with all the paraphernalia associated with it (viz all connections, batteries etc supplied with the box).
This is one of the reasons I feel unable to change at present; that and being on the value line rental deal until November this year (though I gather the, as it were, unused part of that can be refunded), the problem there being that line rental 'runs out' some 6 months in advance of the tv contract. I wonder if you speak to them whether or not you can negotiate to keep the box - I think some users have done so, but may have been closer to their contract end. I have to admit to finding their telephone call centre hard work, but the online help service (from other customers) can be very helpful and should perhaps be your next port of call. When you've logged in, look at the right hand side of the page and scroll down until you reach the blue 'ask the community' box.
Good luck.

macman

You've answered your own question-you are still in minimum term, having presumably only had the box for 6 months. At around £300 retail, they're not going to allow you to keep that or they'd be in a substantial loss on your contract. It'll be covered in the T&C's.

Mickygg

macman wrote: »

You've answered your own question-you are still in minimum term, having presumably only had the box for 6 months. At around £300 retail, they're not going to allow you to keep that or they'd be in a substantial loss on your contract. It'll be covered in the T&C's.

You're right I was still in contract, a contract that was voided when they put their prices up by 33%.

I've had the box for a year. It's only a non recordable box so nowhere near worth £300.

In the T&Cs it does say about returning the box if you leave within contract period and cancellation charges apply. I broke contract as talktalk allowed it. I can't see and t&c's in relation to this situation, hence my q.

Thanks anyway.

Mickygg

I appreciate the comments but rather than guesses I'm looking for anyone that knows whether or not the box has to be returned and has been in this situation?

Thanks

marty2be2000

According to the talktalk website the box must be returned or you'll be charged a £75 "Deferred set top box fee"

macman

Yes it does, because you are leaving within minimum term. You avoided the ETC, but the box still has to be returned as per the T&C's-what makes you think these do not apply in this situation?

System

Mickygg wrote: »

I appreciate the comments but rather than guesses I'm looking for anyone that knows whether or not the box has to be returned and has been in this situation?

Thanks

Mickygg, re: my earlier post, I had already checked out the Talktalk online service 'ask the community' as I was aware others within their contract had spoken about a similar problem regarding return of the tv box - after all, it was relevant to me, too.

I had previously read earlier messages from other posters on MSE under the more general 'Phones and TV' section for the same reason, (late April/ early May) but didn't receive my e-mail suggesting possible cancellation from Talktalk until a few days ago. My suggestions above came as a result of that research.

The advice given by Macman was particularly pertinent and highlighted the problems of early cancellation of a contract. The T&Cs mention the box.

Having actually cancelled you may not now be able to negotiate further with the company regarding the return of the tv box, that being a separate issue to the contract itself.

Re: marty2be2000's post, note the 'or'; you should not be charged £75 if you return the box (there is a system for doing so mentioned in the terms and conditions for those leaving within the first 14 days of contract which may apply, but you'd need to check).

That's my lot.

Lady_Bee

If you do send it back make sure you get a proof of postage as my parents sent one back and they 'couldn't find it'. They did provide the refund once they'd seen this proof though.

Mickygg

As an update I'm being chased for the box still but I haven sent back and cancelled my account and direct debit.

If they pursue I will send back just to draw a line, but tt have been useless dealing with issues over the years. Plus I've seen on other forums people saying they have been told they can keep their box if you break contract due to increased prices. One thing is certain, I won't be calling tts terrible customer service to find out.

macman

They are pursuing it-that's why they're 'chasing you for the box'. Next thing you'll know they'll be an invoice for the £75 and then a default on your credit record if you don't pay it. Is it really worth it?