Impossibility of cancelling Talktalk broadband contract

Peepsuk1234

Hi Just needing advice on how to progress with this. 

I opened a new broadband contact with Vodaphone at the beginning of the year. I noticed that my TalkTalk direct debit was still being taken. I contacted them and asked for a cancellation and refund. I'll admit the conversation got a little heated as at first they were refusing to do the refund despite me being a loyal customer for 15 years at this point. I was assured that the cancellation would go through and money refunded. 

Roll on to July. Admittedly checking the bank statements has lapsed but I'll make my excuses with having two kids and an extremely busy job in the health service. I noticed that I was still being billed 42.50 a month by talk talk. I have tried and tried to get some sense out of them with very little back. 

From what I understand there is no record of any cancellation request from earlier in the year. I do have record of contacting them on the phone on 1st March 2024. I have tried calling them and been hung up on several times (no heated conversations, it's barely got passed the my name is stage), I've had text chat and still waiting for them to confirm if it has been cancelled. I have emailed them a complaint to see if I can get anywhere. 

BT came and removed the cables and box for the Broadband some months ago so it's not like I could have used this 

Any advice about how to get my broadband cancelled and a refund?

eskbanker

Peepsuk1234 said:

BT came and removed the cables and box for the Broadband some months ago so it's not like I could have used this

Was this at TalkTalk's instigation or as part of your new Vodafone install?

If you're confident that TalkTalk verbally (but without written confirmation) accepted your cancellation instruction on 1 March 2024 but they disagree then it's going to be difficult to prove, unless you can get hold of a call recording (by submitting a Subject Access Request).

Peepsuk1234 said:

Any advice about how to get my broadband cancelled and a refund?

Cancellation will be more straightforward than refund - there'll be a published mechanism of how to do this, and doing so in writing ought to be viable.  However, any refund will be dependent on exactly when the cancellation is processed and also whether or not you were still under contract at the time....

You might get more precise guidance here rather than the generic consumer rights board:

https://forums.moneysavingexpert.com/categories/broadband-internet-access

born_again

So at what point did you cancel TT contract? As you usually get a email confirming cancelation.

Taking one out with another company is not the same as cancelling.

If you cancelled with TT, why did you not cancel the DD?

powerful_Rogue

Was you out of a fixed term contract with TT?

the_lunatic_is_in_my_head

Peepsuk1234 said:

BT came and removed the cables and box for the Broadband some months ago so it's not like I could have used this 

At your request? If not that happening would suggest Talk Talk have agreed to cancel at some point, have you followed the complaints process:

https://community.talktalk.co.uk/t5/Articles/Raising-a-complaint/ta-p/2204670

which ultimately lets you go to the Communications and Internet Services Adjudication Scheme (CISAS) if not resolved.

MikeJXE

I cancelled  3 weeks ago but not by contacting Talktalk 
End of my contract is August 4th
i set up a new account with Now and they did it
Talktalk Phoned me emailed me and I ignored them
i have £5.35 to pay and when that goes out the bank I will cancel the direct debit 

electriccactus

MikeJXE said:

I cancelled  3 weeks ago but not by contacting Talktalk 
End of my contract is August 4th
i set up a new account with Now and they did it
Talktalk Phoned me emailed me and I ignored them
i have £5.35 to pay and when that goes out the bank I will cancel the direct debit 

This will work if you're migrating to another supplier who supplies over a BT line but it won't work if the supplier has their own lines.  I suspect the OP has a full fibre connection with Vodafone using one of their lines so the correct process is to cancel with the old ISP.

It's a bit weird that BT removed all the cabling though. Why would they do this unless TT had ceased the line?