Cancelling a switch over

tdsmithj

I was with talk talk and I thought my contract was up. (12 instead of 18). I put a switch over to plusnet until I was told by talk talk about early termination fee.

I decided to stay with talk talk till my contract was up and followed there procedure by ringing plus net cancelling the order and ringing up talk talk to tell them about the cancellation.

Today my broadband is no more and I have a different landline. I rang Talk Talk and they told me I did ring to stay with them but when I rang up I did not have the authorisation to revert back to them. (account in wifes name)

But my previous call before I was told I just needed to tell them I am staying. For me to rectify this mistake I needed to ring my new provider to cancel and get a new contract with talk talk otherwise result in an exit charge. I said I don't recall being told any account authorisation so the manager going to listen to the call and ring me back.

I rang plus net and they confirmed the phone been transferred but my broadband been cancelled and also told me I'm technically not a customer and not paying for anything. So the transfer has gone horribly wrong.

Does anyone have any advice?

jenniewb

Sounds like a nightmare!


Can your wife give you the authorisation to deal with it (unless she wants to in which case she'd need to read any replies here).


I don't have a "this is what the rules say" answer, but if this happened to me I'd weigh up weather or not the early termination fee was worth now switching to PlusNet as it looks like your stuck between the two. If you contact Talktalk I'm sure they'd accept you back and tbh it sounds like pretty poor customer relations (what a suprize coming from Talktalk...) to not prewarn you that on speaking to them previously, that you had no authorisation to cancel the switch. You could argue this if they do suddenly try to shove a load of fees at you. If you really want to make an issue of it and it has really negatively affected you, you could contact someone within the complaints department and let them know what has happened and also (importantly) what you would like them to do as a response to this. My advice would be to do this in writing and sent recorded or via email so you have a paper or electronic-paper trail.


If however the termination fee is not your concern and you want to just go to PlusNet I'm sure they'd be happy to accept you back, however it may take some time to switch everything. Not an absolute result at all, but reading your post it does look like your getting your landline for free at the moment as you're no one's customer!


Only advice is to keep a tally of anyone you speak to (dates, names, times...etc) that way if anyone does go back on their word or doesn't give you the full and correct information (as it would appear Talktalk are guilty of) you have at least some way to mention who was responsible for this and could use it to barter fees or get fees taken away if they are threatened.