Cancelling Talktalk

nightmare911

Hi,
My auntie renewed her Talktalk contract in April 2015 and pays a ridiculously high price for her Fibre and anytime calls. As Talktalk recently increased there prices in October will she still be able to use the price increase excuse to cancel her contract fee free.

Thanks
Nightmare

TalkTalk

Hi there,

I'm really sorry to hear this. Can you please get in touch with our Twitter team (@TalkTalkCare) so that we can have a look into this?

Thanks,
Becky

macman

No, because you have to give notice within 30 days of notification of the price increase, which has long gone-5 months ago, not recently. Why has she waited until now? However if she agreed a further 12 month minimum term in April 2015 ,then she is nearly at the point at which she can give her 30 days notice to terminate at the end of April 2016. If she agreed a further 18m then she must wait until October, or pay an ETC. Unless of course TT announce further increases in the next 6 months.

David_Bernard

I have just been on the phone with Talk Talk for 90 minutes... they tried to convince me to "put a bar" on my account, without explaining that I would still be charged monthly... I have cancelled and will incur charges of £25 (hopefully) for doing it late. The amount of time I wasted is what bothers me more than anything. It could have been done in 5 minutes if there was a knowledgeable person on the other end of the line. This is the second day, and I am copying my first day's webchat below (another 90 minutes)... for your edification, and to be able to share this... Again, it should have been 5 minutes of my time.


General Info
Chat start time Mar 29, 2016 12:35:41 PM EST
Chat end time Mar 29, 2016 2:05:59 PM EST
Duration (actual chatting time) 01:30:18
Operator Simangele
Chat Transcript
info: Hello, thank you for choosing TalkTalk’s live chat. One of our agents will be with you shortly.
info: You are now through to Nombuso. How can I help you?
Nombuso: Hi, David.
Nombuso:
Hope you are well.

Nombuso:
how can i assist you today?

David: Hello. I have now moved, but did not cancel or move my broadband
David: Are you able to help with this?
Nombuso:
If i may ask do you mean that you want to transfer your services to new property, am i correct?

David: I have seen that the minimum contract is 18 months. We will only be in the property for one year. Is there a penalty to terminating after 12 months?
Nombuso:
You have come through to the billing department my resources are limited, i can ask you a few questions and transfer you to our home move team, is that okay?

David: feel free to
Nombuso:
Thank you, may i ask what package are you currently on with talk talk?

David: Simply Broadband
David: Just double checking the details
David: yep simply broadband
Nombuso: Not a problem, when did you move home?
David: 26/03/2016
Nombuso:
The new property is it a newly built house or an existing property?

David: Existing property XXXXX
Nombuso:
Appreciated! let me bring up your account then transfer you to our loyalty team.

David: Ok. thank you
Nombuso:
In order for me to bring up your account, please can you verify that you are the account holder?

David: I am
Nombuso:
Perfect!Can I have y our full name and landline number please?

David: David Satenstein the landline is 0203XXXXXX however we have never used it as we only require the broadband
Nombuso: Not a problem, David.
David: Thank you, do you need any further information?
Nombuso:
So I can access your account, I'll just need to complete a couple of security checks with you. Could you please confirm the following for me:the first line of your address followed by your post code.

David: XXXXXXX
Nombuso:
Please confirm your email address for me?

David: XXXXXXX@gmail.com
Nombuso:
Thank you so much for the information, David.

David: My pleasure
Nombuso:
I will be transferring you to our home movers department to transfer your services.

David: thank you
info: Please wait while your chat is transferred to the appropriate group.
info: All agents are currently assisting others. Your estimated wait time is 0 minutes and 27 seconds. Thank you for your patience.
info: All agents are currently assisting others. Your estimated wait time is 0 minutes and 27 seconds. Thank you for your patience.
info: All agents are currently assisting others. Your estimated wait time is 0 minutes and 27 seconds. Thank you for your patience.
info: You are now through to Simangele. How can I help you?
David: Hello. I am moving house, and would like to update my details.
Simangele: Hi, David.
David: Hi Simangele
Simangele:
I will be happy to assist you in transferring your services.

Simangele:
So I can access your account, I'll just need to complete a couple of security checks with you. Could you please confirm the following for me:

Simangele:
Please confirm the account holders full name and home phone number?

David: Thanks, however I am going to be moving temporarily, likely to be 6 - 12 months... The contract online says for 18 months minimum...
David: Thanks, I have done this with the previous operator, I'll copy and paste
David: David Satenstein the landline is 0203XXXXXXhowever we have never used it as we only require the broadband
David: Old Address: XXXXXXXXX
David: email: XXXXXXXXXX@gmail.com
David: Please let me know if you require anything else
Simangele:
I do apologize however, if you wish for a home move you will automatically fall under a new 18 months contract.

David: Ok, what is the cancellation fee?
Simangele: I will get that information for you.
Simangele:
So I can access your account, I'll just need to complete a couple of security checks with you. Could you please confirm the following for me:

Simangele:
Please confirm the account holders full name and home phone number?

David: please refer to the earlier messages, I have just sent to you. thanks
David: Hi Simangele, would you prefer me to re-enter the data?
David: Sorry, is there a cancellation fee?
Simangele:
I fully understand.

Simangele:
However, I need this information in order to access your account.

David: Right then, I have put it in above, but if you can not see that. I understand...
David: David at 18:19, Mar 29: David Satenstein the landline is XXXXXXXXX however we have never used it as we only require the broadband
David: David at 18:19, Mar 29: Old Address:XXXXXXXXXX
David: David at 18:20, Mar 29: email: XXXXXXXX@gmail.com
David: David at 18:20, Mar 29: Please let me know if you require anything else
David: Do you need me to wait?
Simangele:
Thank you for that information.

David: It was only 3 times I put it in, no problem
Simangele:
While I am accessing your account could you please tell me the main reason why you wish to cancel.

David: I have just moved. I want to keep talk talk. I am asking you for the cancellation fee.
David: Please can I speak with your manager?
Simangele:
I understand.

Simangele:
You will not be changed for cancelling as you are out of contract.

David: So I can transfer to my new residence and then cancel at some point within the 18th month period with no extra charges? If this is correct, is there any documentation that this is the case?
David: I do appreciate that you are busy, however I began this conversation at 17:35. It is now 18:43. I am asking a very direct question. Please can you confirm for me that you will not charge me if I transfer my subscription and then cancel within the 18 month period?
David: Please can you transfer me to your manager?
Simangele:
I really am sorry however, I am currently facing a few technical issues.

Simangele:
Do you wish to place the cancellation notice today?

David: Please can I speak with your manager?
David: Also. Please refer to the above message when replying to me.... Simangele at 18:36, Mar 29: While I am accessing your account could you please tell me the main reason why you wish to cancel. David at 18:37, Mar 29: I have just moved. I want to keep talk talk. I am asking you for the cancellation fee.
Simangele:
I fully understand.

Simangele:
Since you will be moving temporarily don't you wish to keep the services until you return back home.

David: I have moved from one rented accommodation to another. I will then move to another.
David: The answer is no.
Simangele:
I understand.

David: Do you?
David: Seriously, please transfer me to the person who manages you. This is not what I expect from an online chat.
Simangele:
I can place a bar in your account so that no one will be able to use your services.

David: Seriously, please transfer me to the person who manages you.
David: Are you not able to do thi?
Simangele:
At the moment our managers are currently very busy. I will advise you to please contact us again tomorrow when all our managers are here.

David: Thank you. Do you know if I will receive a transcript of this conversation?
Simangele:
You can have a copy of the chat emailed to yourself by simply clicking on the “+” button which is on the bottom left of your chat window, and selecting the email option.

Simangele:
Did you know that by using MyAccount you can manage your bills, payments, upgrades, and special offers online.

info: The chat transcript will be sent to: XXXXXXXX@gmail.com at the end of your chat.
Simangele:
I would really appreciate your feedback on the service that I’ve provided. Please click the "X" button in the top right of our chat window to answer a few short questions about your experience with me today.

Simangele:
Have yourself a lovely day.

David: I understand.

TalkTalk

Hi Macman,

So we help with this further please get in contact with us on our Twitter Feed @TalkTalkCare or the TalkTalk Community.

Thanks
Abbie

ERICS_MUM

Mr David Bernard you are a very patient and polite man, I salute you !

arkmanhayes

Customer service experience with talk talk is very discouraging from what I can see from the dialogue above. I am afraid if I will transfer my line as I intend to do.

macman

TalkTalk_Company_Representative wrote: »

Hi Macman,

So we help with this further please get in contact with us on our Twitter Feed @TalkTalkCare or the TalkTalk Community.

Thanks
Abbie

But I'm not the one with the issue...

forgotmyname

Doesnt matter that you dont have an issue they wont help anyway