Giving notice to cancel Talk Talk service once out of contract

nljones1000

I am sure you have come across my problem......

I wish to cancel my broadband and phone package with TT as of 08 September as I am moving house. TT won't be the provider at the new house.

They say that I have to give 30 days notice to end my service (It was a 12 month contract which I took out more than 12 months ago) and that I will be liable for any call costs at my old property during the notice period. They wouldnt accept my offer to pay 30 days line rental.

They say that 30 days notice is in their conditions.
Can I make sure that my TT service ends when I move out of the property next week?
Many thanks in advance for your help.

chanz4

they can issue a term, just the advisor was thick. They can also put a bar on the line

macman

30 days is almost always the standard telcoms notice period. You weren't 'out of contract' you were out of minimum term, after which the 30 day notice period applies. And presumably you are not moving house at a week's notice?

rusty_f

All providers can send a cease order to Openreach for the same day, they don't need to enforce 30 days elapsed time, they just need to charge you for 30 days service. That said, I don't know what TalkTalk's systems are set up to allow.

It is quite surprising that they are enforcing an elapsed period instead of just a financial penalty. I would try and escalate the issue to a supervisor if you are definitely moving out before the 30 day notice period has elapsed.

Another suggestion would be to ask them to place a call restriction on the line, which providers readily do whenever you fail to pay the bill. Where I used to work, we could always trigger a call restriction if our lines didn't cease in time to stop any possible fraudulent activity.

TalkTalk

Hi nljones,

If the date if disconnection is after you have vacated the property, I would recommend you request a bar is put on the line. This will prevent anyone being able to use it between you vacating and the service disconnecting.

We can apply this for you if you post on the TalkTalk Community or tweet us @TalkTalkCare

Cheers

Mark
Social Customer Care Team
TalkTalk

zerog

If a bar is put on the line, but the old customer is still paying, does this affect the new occupier using the line (whether going with talktalk or another provider)?

TalkTalk

Hi Zerog,

Yes, that's the idea. It stops the new occupier from being able to make calls or use the BB, as they are not the named account holder. This would remain in place until the line is disconnected, after which the new occupier can arrange a new line install.

It may be possible to have a new line installed while the old one is still active, as most properties have 2 pairs in the cable, one for the line and a spare.

Cheers

Mark
Social Customer Care Team
TalkTalk