TalkTalk refusing Ofcom automatic compensation

DigitalTroubles

Hi all,

I set out to join BT via OneTouchSwitch process and TalkTalk placed an unsolicited cease notice on my line on 9th December. 

I had no Wifi the two days before and so when I was told there was fault on the line by TalkTalk I assumed they were being truthful. A TalkTalk engineer came out and couldn’t fix it and so an Open reach appointment was booked the following day. He notified myself after calling TalkTalk that the issue was that a Cease was placed on the line. I opened a complaint and was informed nothing could be done. 

I therefore had no wifi from the 9th-23rd of December. 

TalkTalk is now saying I’m ineligible for compensation because they couldn’t fix the issue? How is it possible they’re able to get away with a technicality? They’ve also consistently gaslighted and blamed me for causing the issue by contacting BT, but I am under the clear assumption that I did not need to inform TalkTalk under the OTS scheme.

Please help? I’m so frustrated and unsure about what to do other than threatening to go to ADR route. Do I have a case? 

iniltous

To clarify, you followed the correct procedure and only contacted BT , and you didn’t contact TT yourself at all during this  migration period, the OTS system was the mechanism that advised TT of your intention to quit them and join BT ?

Obviously the way the system is supposed to work is TT are given the date of the migration via OTS and should maintain your service until at least that date , in reality they are supposed to keep service going until they are advised the switch is complete, so that could even be later than the original date , obviously they shouldn’t withdraw service sooner , if they have l then presumably they took a migration notification and ceased your service immediately , rather than simply sending you a sorry to see you leave letter/email , did you actually get a sorry you are leaving communication from TT  ? 

TBH , I can’t see you getting anywhere, compensation is normally a bill credit , and as you are not a customer of TT anymore that won’t help you , unless they agree to deduct the amount from your final bill ,

TT obviously haven’t really any excuse, even if they said it was a cease notice they received from OTS , and not a migration notice they should supply your service during the 30 day notice period….personally I wouldn’t waste too much time on this , simply move on and  TT will be a provider to avoid in the future , they can afford to simply ignore you now which may mean a protracted fight to get compensation , it depends if you are prepared to take that on , you have a strong case but that’s not necessarily the main point , it’s if you are prepared to go the distance 

DigitalTroubles

iniltous said:

To clarify, you followed the correct procedure and only contacted BT , and you didn’t contact TT yourself at all during this  migration period, the OTS system was the mechanism that advised TT of your intention to quit them and join BT ?

Obviously the way the system is supposed to work is TT are given the date of the migration via OTS and should maintain your service until at least that date , in reality they are supposed to keep service going until they are advised the switch is complete, so that could even be later than the original date , obviously they shouldn’t withdraw service sooner , if they have l then presumably they took a migration notification and ceased your service immediately , rather than simply sending you a sorry to see you leave letter/email , did you actually get a sorry you are leaving communication from TT  ? 

TBH , I can’t see you getting anywhere, compensation is normally a bill credit , and as you are not a customer of TT anymore that won’t help you , unless they agree to deduct the amount from your final bill ,

TT obviously haven’t really any excuse, even if they said it was a cease notice they received from OTS , and not a migration notice they should supply your service during the 30 day notice period….personally I wouldn’t waste too much time on this , simply move on and  TT will be a provider to avoid in the future , they can afford to simply ignore you now which may mean a protracted fight to get compensation , it depends if you are prepared to take that on , you have a strong case but that’s not necessarily the main point , it’s if you are prepared to go the distance 

No I didn’t have any conversation with TalkTalk they even acknowledge this to me and multiple complaints managers reaffirmed this by telling me “it’s your fault for going to another provider without informing us, so an unsolicited cease notice was placed”. I tried to explain I used the OTS system and BT affirmed this and they acted like they had never heard of this. 

TBH I don’t think TalkTalk even knows what happened or is willing to tell me because I spent 10 days with them trying to sort what they insisted was a fault on the line. The line ceased within the hour of me signing up with BT. 

I also did get a sorry your leaving 2 minutes after I got a complete your BT order email.

They charged me with an engineer fee which I managed to fight off after multiple calls. So I’m pretty annoyed and have the time/fight.

Thank you for the clarity. I would have called Ofcom helpline but unfortunately their opening times don’t fit with my work schedule. 

iniltous

AFAIK , Ofcom don’t get involved in individual disputes, there are (apparently) ADR avenues to use , every ISP should be registered with one of two schemes , you can check which one TT use here 
https://www.ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes/

The rules around using the ADR schemes , such as giving the ISP some time to respond etc is here 


https://www.ofcom.org.uk/make-a-complaint/complain-about-mobile-phone-or-internet-services/changing-provider/