Talktalk

trebor2210

My talktalk contract ended May 11 informed them on chat and a phone call that I am changing provider and not renewing also canceled my direct debit now recived a bill for £89 they saying I did not inform them very difficult company to deal with

DoaM

https://community.talktalk.co.uk/t5/Billing/bd-p/45

That's probably the best way to communicate with them - you have everything in writing then.

Cornucopia

Talktalk have a company representative account on MSE, and they may be able to help if you contact them.

https://forums.moneysavingexpert.com/member.php?u=262215

For the benefit of other readers, the correct process for changing telecoms providers is, in most instances, this:-

1. Find a new deal.

2. By all means discuss your new deal with your existing provider - they may be able to match it. Do not cancel at this stage, though.

3. Contact your new provider and ask to join them. Check that you qualify for your desired offer, and that it provides what you want/need. Check whether you qualify for any transfer incentives either with the supplier (free router, reduced price installation) and with cashback sites.

4. The new provider contacts the old provider and begins the process of taking over your account. Once this process starts, there is no need for you to contact your old supplier.

5. Within a few weeks, the new provider will confirm that you have joined them, and your service is now active. (In the case of Broadband transfers, you will probably need to physically swap routers when the new service starts).

6. Only at this stage, cancel your Direct Debit instruction for your old supplier. Check that any overpayments are returned to you.


(A similar process operates for Utilities transfers).

cranford

They tried it on with me 6 years ago when I left them. They even sent me a new contract a week after I gave notice. I think it depend upon their agent who was obviously then on a commission. I had the termination notice in an email so had no problems proving what they were trying to do.

SSAU2016

I am 100% at the end of my tether with this company. They are genuinely the worst company I have ever dealt with for customer service and I've dealt with some right muppets over the years.

Since November, I've had three official complaints logged. Each one temporarily resolved before the problem occurs again within a few weeks.

The latest complaint is completely unresolved - they even promised me some money back in a technical chat (which I have the transcript to) and they have just sent me another bill, despite me telling them in writing on the 30th May I was done with them due to their failure to provide me with a service I was paying for.

I've told them they cannot ring me on the landline they provide as I don't have a phone plugged in to the socket, they keep ringing the number and then emailing me to say they can't get through.

I've told them I can't take a call on my mobile while I am at work 30 miles away as I won't be able to do anything regarding resetting the router and they ring me in the afternoon on my mobile whilst I'm at work.

When I tell them to ring me back after 7.00pm, they never do.

I just want to get out of my contract and not have to deal with this inept shambles of a company any longer, so my question is, in peoples experience, can I do this without financial penalty?

Basically they are failing to provide the service advertised, so they've negated the contract as far as I'm concerned and it's null and void, so I owe them nothing for cancelling early.

JJ_Egan

If you cancel early they will want payment of contract .
Just cancelling and not paying can end up with trashed credit records and bill passed to debt collectors .


You should send them a written letter asking to cancel contract due to xxx without penalty .

TalkTalk

Hi trebor2210,


I'm really sorry to hear that, if you drop us a line either over Twitter (@TalkTalk) or using the chat link on our website, we'll have a look into this for you.


Thanks,
Becky

SSAU2016

JJ - Yeah, I have told them in writing on the 30th May that I would be cancelling without penalty due to all of the complaints I've had. They haven't even acknowledged the damn letter!

TalkTalk

Hi SSAU2016



I'm sorry to read about the experience you've had here, we'd really like to put this right. If you contact my team directly over Twitter (@TalkTalk) or register and post on our Online Community, we'll look straight into what's happened.


Thanks,
Becky - TalkTalk Social Team

RumRat

I've never known anyone who had a wholly satisfying experience with TalkTalk. I think all of them have now moved to other suppliers.
Why do they ignore people in the first instance and only stir once the problem is publicly aired......Always a sign that a company does whatever it can get away with and doesn't really have clue about customer service.
The only way to being anywhere near a half decent service provider, is to get the basics right first......TalkTalk, need to go back to basics and give it another go.

Johnmcl7

DoaM wrote: »

https://community.talktalk.co.uk/t5/Billing/bd-p/45

That's probably the best way to communicate with them - you have everything in writing then.

I'd also recommend this approach as a friend who had no internet for a couple of months after getting nowhere with live chat, phone or even Facebook I then tried that forum and had the issue fixed in 24 hours. I don't think the normal tech support channels would ever have fixed the issue as they never escalated the issue and just repeatedly tried the same irrelevant troubleshooting steps which they could clearly see would never work.

The complaints process seems a complete waste of space as all they ever seem to do is add information to it on each call rather than actually action the complaint. Now the issue is resolved through a different approach they simply want to close the complaint even though they've never actually done any work on it. Given the amount of hassle my friend has had with Talktalk I feel he should be pushing for some credit on his account to close the complaint, anyone know if that's realistic or simply not worth wasting any more time over?

John