Elderly relatives paying for both BT and TalkTalkk phone service

Andrewzy

I've recently discovered that some very elderly relatives of mine are paying fot both BT landline telephone service and TalkTalk broadband + telephone and have been doing so for some years.

I've checked with BT and they confirm they're providing the landline themselves.

I'm guessing there's nothing that can be done to recover the money that's been wasted given that the TalkTalk package can only be bought with a phone line and not as stand alone broadband. If TalkTalk had provided the landline service I assume there might have been a possibility of recovering something from BT.

Posting here to check whether that my assumption about this is correct, any advice would be very welcome.

Thanks in advance.

Andrew

buglawton

You'll need to do detailed research on the case, eg do they really have 2 phone numbers/lines? Any paperwork on the provider switch that caused the double billing? It migh be best for someone with the energy to investigate to have financial power of attorney or the utilities won't deal with you.

grumpycrab

Look at the bills.

iniltous

Although not something you can get from Talk Talk now, it was quite common years ago to have BT providing the phone line , and TT providing broadband (lineshare/SMPF), when TT became a full MPF LLU provider , they offered their broadband customers the option to move the line rental from BT to themselves , but presumably some decided not to switch the line rental , and remained as the were (legacy SMPF product customers)...you probably need to check with TT what they did with its customers who didn't want to switch line rental to TT, and also check that your relatives are paying for line rental on the TT bill and not just broadband.
If it turns out, they should be paying for TT SMPF (even though it's an old product) , but are being charged for TT MPF , then you could ask TT for a refund of the line rental element

[Deleted User]

As above, nothing to be lost by asking about a possible refund if there was definitely duplication of service.

TalkTalk

Hi Andrew,

As others have advised already - TalkTalk have offered broadband only packages previously. It is possible your relatives are on a legacy package that offers this service.

A fully itemised invoice would be provided each month that shows which services are being paid for. If your relatives believe they are being charged for services by both TalkTalk and BT please check the landline number on each invoice is the same.

If you need any more specific help or information and you're a password holder for the account please contact us by tweeting @TalkTalk.

Thanks
Emma