Talktalk migration, refusing to cancel as per their email

Snoww123

I received an email from talktalk on 27th November which stated I'd be migrating over to Utility Warehouse on 1st January 2025. It says within the same email that I can cancel with talktalk up until 31/12/2025 without incurring early termination charges. From mid December I told them multiple times I want to cancel my contract through live chat and over the phone, even found a new provider, but the transfer system won't even let them take over. Talktalk are basically trying to say I can't cancel as the migration had apparently already taken place, UW have no information on my account so they are unable to help. So I'm just in this void currently apparently! My new provider installs on Wednesday as I didn't forsee this issue. My broadband has been so shockingly poor lately so I really don't want to stay. 

Anyone experience similar and got any tips to handle it? I've got a complaint raised with them but everytime I speak to someone about it they just keep saying the same things. I sent them an email a couple of days ago stating I'm formally exercising my right to cancel and if they cannot provide written confirmation that my services will cease then to issue a deadlock letter so I can escalate it further.

Seems like I'm running out of time to get it sorted.

littleboo

Is your new provider using the same line or installing new (who are they)? Are you using the One Touch Switching process to migrate?

Snoww123

littleboo said:

Is your new provider using the same line or installing new (who are they)? Are you using the One Touch Switching process to migrate?

It is with BRSK, talktalk have stated they won't be able to do the transfer because of the migration taking place. Talktalk use a phone line where as BRSK don't need to use that at all. They have tried using the one touch service under both talktalk and utility warehouse to see if either would allow and it wont. Talktalk stated on the phone to me that the migration process started on 6th Dec even though the email they sent me states it was from 1st January 2026. They have now responded to my email I mentioned before and said again I will need to contact utility warehouse to cancel and it would be passed to a case manager. Really frustrating as UW are saying they can't do anything until 1st January and by then I'd be subject to the early termination charges again. 

iniltous

Do you have a phone service you want to keep ? , if not then the BRSK installation and the TT/UW cessation don’t need to be linked , although the OTS service is supposed to coordinate the cessation for when the new provider is ‘live’ , if telephone isn’t an issue and it’s different networks , then it’s irrelevant, however the matter of early termination charges if they think you haven’t used the appropriate switching service may need to be addressed after the event , keep details of when you contacted them .
TBH , my understanding of the switch to UW from TT was that as they were not altering either the price you pay or the minimum term expiration they didn’t have to offer a penalty free exit just because UW were going to bill the customer instead of TT , but if they have made an offer of penalty free exit , obviously they should be upholding that offer , I suspect you will have to contact them after the event and insist they honour what they offered , possibly involving the ADR (alternative dispute resolution) option 
https://www.cedr.com/consumer/cisas/overview/
TT use this one , but AFAIK you need to complain and if after 8 weeks no resolution , ask and receive a deadlock letter before you can involve the independent mediator 

Snoww123

iniltous said:

Do you have a phone service you want to keep ? , if not then the BRSK installation and the TT/UW cessation don’t need to be linked , although the OTS service is supposed to coordinate the cessation for when the new provider is ‘live’ , if telephone isn’t an issue and it’s different networks , then it’s irrelevant, however the matter of early termination charges if they think you haven’t used the appropriate switching service may need to be addressed after the event , keep details of when you contacted them .
TBH , my understanding of the switch to UW from TT was that as they were not altering either the price you pay or the minimum term expiration they didn’t have to offer a penalty free exit just because UW were going to bill the customer instead of TT , but if they have made an offer of penalty free exit , obviously they should be upholding that offer , I suspect you will have to contact them after the event and insist they honour what they offered , possibly involving the ADR (alternative dispute resolution) option 

Hi thank you for this No phone service i want to keep. I expected a simple process and was not expecting this. BRSK is all fine and getting set up, it's just that they couldn't process it as a transfer to help with rhe cancellation. Yea they sent an email stating new charges etc with UW for added little extras that shouldn't really impact my bills (as I don't think I have any of them, never actually used the phone line other than for the broadband) mixed in with it was a little statement about how if I wasn't happy with these changes I could contact TT to cancel before 31st Dec. I thought it's looking more likely that I'm just going to have to contact AFAIK. 

IW74

I'm about to initiate a move from TT ahead of my transfer to UW on 1st Feb.
Mainly because I'm out of contract, and I don't trust that they won't immediately increase my cost to their maximum out of contract charge.
I don't have FTTP as an option yet, so looking at either Vodafone or PlusNet.
I'll see how it goes and report back if there's any issues.

Snoww123

IW74 said:

I'm about to initiate a move from TT ahead of my transfer to UW on 1st Feb.
Mainly because I'm out of contract, and I don't trust that they won't immediately increase my cost to their maximum out of contract charge.
I don't have FTTP as an option yet, so looking at either Vodafone or PlusNet.
I'll see how it goes and report back if there's any issues.

Fingers crossed you may be able to get it sorted before they start migrating. Mine should of apparently been up until today with UW taking over tomorrow but I was told the migration actually happened at the beginning of December and they are then apparently powerless to stop it. So I'd recommend acting quickly. Can't even seem to get a deadlock letter off them to escalate it. Currently waiting a call from a complaints manager who was apparently calling me immediately back after I got off the phone to a complaints agent nearly 30 mins ago. Got a feeling no one is calling me. 

IW74

Snoww123 said:

IW74 said:

I'm about to initiate a move from TT ahead of my transfer to UW on 1st Feb.
Mainly because I'm out of contract, and I don't trust that they won't immediately increase my cost to their maximum out of contract charge.
I don't have FTTP as an option yet, so looking at either Vodafone or PlusNet.
I'll see how it goes and report back if there's any issues.

Fingers crossed you may be able to get it sorted before they start migrating. Mine should of apparently been up until today with UW taking over tomorrow but I was told the migration actually happened at the beginning of December and they are then apparently powerless to stop it. So I'd recommend acting quickly. Can't even seem to get a deadlock letter off them to escalate it. Currently waiting a call from a complaints manager who was apparently calling me immediately back after I got off the phone to a complaints agent nearly 30 mins ago. Got a feeling no one is calling me. 

Based on what you've said there I've placed the order with Vodafone.
Needs an engineer visit - earliest was 5th Feb - so hopefully the transfer to UW that was scheduled for 1st Feb won't mess this up.
I've had all the confirmation emails (and Giftcloud confirmation of the £150 voucher eligibility), so I guess it's sit back and keep everything crossed now.

iniltous

IW74 said:

Snoww123 said:

IW74 said:

I'm about to initiate a move from TT ahead of my transfer to UW on 1st Feb.
Mainly because I'm out of contract, and I don't trust that they won't immediately increase my cost to their maximum out of contract charge.
I don't have FTTP as an option yet, so looking at either Vodafone or PlusNet.
I'll see how it goes and report back if there's any issues.

Fingers crossed you may be able to get it sorted before they start migrating. Mine should of apparently been up until today with UW taking over tomorrow but I was told the migration actually happened at the beginning of December and they are then apparently powerless to stop it. So I'd recommend acting quickly. Can't even seem to get a deadlock letter off them to escalate it. Currently waiting a call from a complaints manager who was apparently calling me immediately back after I got off the phone to a complaints agent nearly 30 mins ago. Got a feeling no one is calling me. 

Based on what you've said there I've placed the order with Vodafone.
Needs an engineer visit - earliest was 5th Feb - so hopefully the transfer to UW that was scheduled for 1st Feb won't mess this up.
I've had all the confirmation emails (and Giftcloud confirmation of the £150 voucher eligibility), so I guess it's sit back and keep everything crossed now.

As you are getting a visit , presumably Vodafone have arranged to install FTTP via City Fibre or Openreach , so to a certain extent what TT or UW do shouldn’t affect the FTTP installation, the ‘billing’ may be a different matter as with the OP , it really depends on TT accepting that you have moved on and that they are no longer your supplier……, if they continue to bill you, then that’s when the difficulty may start .

IW74

iniltous said:

IW74 said:

Snoww123 said:

IW74 said:

I'm about to initiate a move from TT ahead of my transfer to UW on 1st Feb.
Mainly because I'm out of contract, and I don't trust that they won't immediately increase my cost to their maximum out of contract charge.
I don't have FTTP as an option yet, so looking at either Vodafone or PlusNet.
I'll see how it goes and report back if there's any issues.

Fingers crossed you may be able to get it sorted before they start migrating. Mine should of apparently been up until today with UW taking over tomorrow but I was told the migration actually happened at the beginning of December and they are then apparently powerless to stop it. So I'd recommend acting quickly. Can't even seem to get a deadlock letter off them to escalate it. Currently waiting a call from a complaints manager who was apparently calling me immediately back after I got off the phone to a complaints agent nearly 30 mins ago. Got a feeling no one is calling me. 

Based on what you've said there I've placed the order with Vodafone.
Needs an engineer visit - earliest was 5th Feb - so hopefully the transfer to UW that was scheduled for 1st Feb won't mess this up.
I've had all the confirmation emails (and Giftcloud confirmation of the £150 voucher eligibility), so I guess it's sit back and keep everything crossed now.

As you are getting a visit , presumably Vodafone have arranged to install FTTP via City Fibre or Openreach , so to a certain extent what TT or UW do shouldn’t affect the FTTP installation, the ‘billing’ may be a different matter as with the OP , it really depends on TT accepting that you have moved on and that they are no longer your supplier……, if they continue to bill you, then that’s when the difficulty may start .

TT have emailed since my previous post to confirm my service end date of 6th Feb, so fingers crossed.
Openreach have also sent a text to confirm that they'll need to access the outside of the property, but don't need anyone to be home. Think that's everyone I was expecting to hear from initially.

iniltous

Yours seems to be progressing correctly, If Openreach have said it will visit but no one needs to be home , it’s probably a two stage installation or they are looking to get some work done in advance of the proper appointment when access inside the building is needed to fit the ONT etc , you may find at some point a coiled cable at the house wall already connected at the CBT at the pole top or in an underground chamber so all the installer needs to do is the work on and in the property fitting the CSP and ONT, so that part should not take too much time