Switching broadband - Cease on the line?

sephseph

We've recently moved house, and transferred talktalk to our new home.

However, after realising how terrible talktalk are, we've decided to cancel (as we're still within our cooling off period) and switch to plusnet.

We told talktalk we were cancelling on Saturday, and joined plusnet on Saturday, both over the phone.

Yesterday we had a message from Plusnet saying we can't switch, as talktalk have put a cease on the line.

Can anyone suggest what I need to do? Is this simply a matter of calling talktalk and telling them to remove the cease on the line but we're still leaving them?

macman

What cooling off period are you referring to? I believe you have 20 days from placement of order to cancel. If the service had already commenced then you are presumably beyond that period and an ETC will be charged. How many days after start of service did you cancel?
When you told TT you were cancelling they did as instructed and began the disconnection process. You should have signed up with PN first-they then inform the outgoing provider.
NB: if you accepted a Home Move from TT then this is a new minimum term contract and no cooling off period would apply, as it's not a new contract, but a contract extension.

Rikki

If you've transferred your existing broadband from your old house to your new house you must still be in the original contract and outside the cooling off period or was it started just for the new property?