Talk Talk Cancellation HELP

sorrowstouch

Hi
I recently moved home and booked an engineer to fit the talktalk internet in my new home but the engineer didn't turn up even though I had a email and text saying its confirmed for that day, I phoned talktalk and was told that the engineer was unconfirmed and they couldn't tell me when the engineer could get here next, 'it could be a few weeks' I was told.
Anywho I ended up cancelling my internet and asked the people on the phone if I would get charged a cancellation fee and was told no by two different people, fast forward to today and I have a £200 bill and they are basically saying that the bill must be paid and they have no record in the notes of them saying I wouldn't be charged.

Anyone got any advice? or will I have to pay?

TalkTalk

Hi Sorrowtouch,

When you move home, if the old account is still in contract we waive any cancellation fees if you are staying with us at the new property.

If you choose not to stay with us, or cancel your order at the new property then a cancellation fee is applicable on the old account.

Please either post on the TalkTalk Community, or tweet us @TalkTalkCare and we can look into this in more depth for you.

Cheers

Mark
Social Customer Care Team
TalkTalk

Dragonfly1

TalkTalk_Company_Representative wrote: »

Hi Sorrowtouch,

When you move home, if the old account is still in contract we waive any cancellation fees if you are staying with us at the new property.

If you choose not to stay with us, or cancel your order at the new property then a cancellation fee is applicable on the old account.

Please either post on the TalkTalk Community, or tweet us @TalkTalkCare and we can look into this in more depth for you.

Cheers

Mark
Social Customer Care Team
TalkTalk

Could you not have been more helpful and explained to the poster that there is no cancellation fee with TalkTalk because you are in breach of contract for increasing your prices mid-contract. I know it loses you over £200 but hey - don't increase your prices mid-contract.

OP - phone TalkTalk and remind them they are in breach of contract and you can leave penalty-free. You either have a contract at your old or new property (presumably your new property). The price of broadband is being increased by TalkTalk and for that reason you can give 30 days notice to leave And if TalkTalk want to be really tricky - you want to cancel your house move contract. They then could say that you have to pay cancellation fees on your old contract - but that contract is now void due to the price increase (with 30 days notice).

sorrowstouch

TalkTalk_Company_Representative wrote: »

Hi Sorrowtouch,

When you move home, if the old account is still in contract we waive any cancellation fees if you are staying with us at the new property.

If you choose not to stay with us, or cancel your order at the new property then a cancellation fee is applicable on the old account.

Please either post on the TalkTalk Community, or tweet us @TalkTalkCare and we can look into this in more depth for you.

Cheers

Mark
Social Customer Care Team
TalkTalk

Even though I was told twice on the phone that because noone could give me an exact date my internet would be installed I wouldnt have to pay a cancellation fee for leaving and now when I phone up theres apparently no record of them saying that. I was stupid for not requesting it in writing.

sorrowstouch

Dragonfly1 wrote: »

Could you not have been more helpful and explained to the poster that there is no cancellation fee with TalkTalk because you are in breach of contract for increasing your prices mid-contract. I know it loses you over £200 but hey - don't increase your prices mid-contract.

OP - phone TalkTalk and remind them they are in breach of contract and you can leave penalty-free. You either have a contract at your old or new property (presumably your new property). The price of broadband is being increased by TalkTalk and for that reason you can give 30 days notice to leave And if TalkTalk want to be really tricky - you want to cancel your house move contract. They then could say that you have to pay cancellation fees on your old contract - but that contract is now void due to the price increase (with 30 days notice).

Thanks for this, could i still do it now? the prices where increased months ago.

TalkTalk

Dragonfly1 wrote: »

Could you not have been more helpful and explained to the poster that there is no cancellation fee with TalkTalk because you are in breach of contract for increasing your prices mid-contract. I know it loses you over £200 but hey - don't increase your prices mid-contract.

OP - phone TalkTalk and remind them they are in breach of contract and you can leave penalty-free. You either have a contract at your old or new property (presumably your new property). The price of broadband is being increased by TalkTalk and for that reason you can give 30 days notice to leave And if TalkTalk want to be really tricky - you want to cancel your house move contract. They then could say that you have to pay cancellation fees on your old contract - but that contract is now void due to the price increase (with 30 days notice).

Hi dragonfly,

As I'm not able to view customer accounts via MSE, I cannot be certain that the OP is affected by prices rises. Despite us having simplified tariffs some time ago, there's still plenty of customers that are on legacy tariffs that may not meet the "material detriment" requirement of the clause for early termination.

Also further to this being familiar with MSE (having been supporting our customers here over the last 3 years) I inadvertently assume you guys already know this, given where we are and MSE's propensity to highlight these things via their community. Thats possibly not the best approach but it almost seems redundant in most cases for me to advise MSE members on how to save money, as MSE does a wonderful job of that already.


In this case i expect that @sorrowstouch has been charged a cancellation fee on the old account. It sounds to me that the new one was not yet installed so hadn't entered the contracted term. On that basis I cannot be certain of the contracted tariff on the old account.

Im more than happy to look into this in more depth, but you will need to contact us directly through one of our own hosted channels, such as the TT community or Twitter (which are both managed within my department). THis allows us to confrim the details of the account so we can be more specific, rather than the general discussion that we are having here on MSE.

Cheers

Mark
Social Customer Care Team
TalkTalk