TalkTalk Early Termination

edited 30 November -1 at 1:00AM in Broadband & Internet Access
9 replies 1.1K views
lucaSlucaS Forumite
1 Post
edited 30 November -1 at 1:00AM in Broadband & Internet Access
I have just spent three hours over two days speaking with a customer service person, and two managers, and have got absolutely nowhere.
I am moving house at the end of next month, and was hoping to leave, especially with all the goings on with TalkTalk. Due to a price increase (how they can do that in between a already agreed contract is beyond me?!) in June 2015, I had to renegotiate to keep my prices down, and I was persuaded not to leave as they will match Sky's new customer offer. I had just received another email about another price increase due Oct 23rd 2015. In their policy you have 30 days to respond to the email and free to cancel within that time. So I thought, great, my way out. They are now saying that that increase doesn't apply to me so I can't leave.

So I then told them how I felt about their customer service since the data breach, and that even though it may be low in their eyes, there are still 1.2 Million email addresses out there, and 15,000 DOB's. They again downplayed it saying it was not major. So I read the quote from MSE about the Privacy policy and T&C's and how it's in breach of contract, and they turned round and said, the data was not shared, it was stolen (as if that is supposed to make a difference?!). And then they said that it was only potentially my data stolen, so they won't waive the fee (of £162) to terminate the contract.
I am moving to my in laws as rent is expensive, and they already are with Sky for the last few months, so I can't, not that I would want to, take TalkTalk with me.
The manager then asked how long I have had the contract for, and I explained I had taken ownership of it from my father. She put me on hold for two minutes, and then threatened me with, "we can't waive any fee as you have £622 outstanding on your account"! Thing is, I have been paying £0.00 for my broadband and phone bills every month for the past two years, and paid for my line rental up front. So no way I was in debt. She had got the wrong account up of someone else that shares my surname, but not even the address I gave her.
And with everything going on, I feel they have not respected their customers, and I want out.
I am now waiting for a phone call from their CEO in the next 5 working days.

I just don't know what more I can do. I can't imagine the CEO responding reasonably to me. Has anyone else tried to leave TalkTalk successfully?

Replies

  • BrowntoaBrowntoa Forumite, Board Guide
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    You are under contract , so you should expect to buy out the remaining contract

    Without proof of your data being compromised. Then that avenue is not open to you

    You MAY be able to leave due to the price increase , look at the long running thread about that
    Links in my signature currently broken
    I'm the Board Guide of the ,Telephones, Pensions , Shop Don't drop ,over 50's , Boost your income and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to [email protected] Any views are mine and not the official line of MoneySavingExpert.[
  • HappyMJHappyMJ Forumite
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    Depends on what you mean by successfully?

    You can give them notice in writing (don't call any more) to terminate the contract and disconnect your services on the last day of your tenancy, cancel all of your direct debits and let them chase you for the money. You may get a default on your credit report. The affect of that default will be felt for one year if you were to apply for credit cards and loans. You'll still be able to rent property as landlords can't see if you have defaults or not. TalkTalk may or may not take you to court to get a CCJ. It's rare. After 6 years of non payment they can't take court action any more and the debt is effectively written off.

    You can't use the data theft issue as a reason to leave so ignore all of that.
    :footie:
    :p Regular savers earn 6% interest (HSBC, First Direct, M&S) :p Loans cost 2.9% per year (Nationwide) = FREE money. :p
  • SnowTigerSnowTiger Forumite
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    lucaS wrote: »
    I have just spent three hours over two days speaking with a customer service person, and two managers, and have got absolutely nowhere.
    I am moving house at the end of next month, and was hoping to leave...

    [...]

    And with everything going on, I feel they have not respected their customers, and I want out.

    Nonsense. You "want out" because you're moving home.
  • macmanmacman Forumite
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    They can increase the price the day after you contract, as it is not a fixed price contract. Equally, you could have left without penalty if you had followed the correct procedure back in June-too late now.
    No free lunch, and no free laptop ;)
  • I was a Virgin customer for well over 4 years when my contract was taken over by Talktalk. Due to their complete ineptitude and very poor service I have tried to move my service to BT. Talktalk are now claiming that must pay a £200 'exit' fee!!! I never wanted to be a Talktalk customer and signed no new agreement to be with them - my account was just automatically taken over by them. Can anyone advise me how to avoid this exit fee. please?
  • macmanmacman Forumite
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    You don't have to sign any contract-your valid contract was sold on by VM to TT. However I would expect that the takeover would have continued your minimum term contract on the same terms and not started a new one, so which is it? Did you subsequently upgrade or change your taroff with TT?
    TT to BT? The words 'frying pan' and 'fire' come to mind...
    No free lunch, and no free laptop ;)
  • I have made no changes to my original contract with Virgin so surely the original date of my contract with them is the one they should be going by?


    Fire and frying pan? I can't believe BT can possibly be worse than TT :(
  • JJ_EganJJ_Egan Forumite
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    There was a big thread on the takeover and possibly a sticky .But it was a long time ago .
    Frying pan / fire well according to the forum posters go with nobody as they are the ISP that gets no complaints .
  • macmanmacman Forumite
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    BT and EE/Horange are invariably at the bottom for customer service in every consumer telcoms/broadband survey done. TT were once down there with them but had improved somewhat...until recently.
    Yes, I'd expect your contract date not to have been extended, so check the t&c's you would have received when you were sold on to TT.
    No free lunch, and no free laptop ;)
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