Contract cancellation

Scotia55

No I only pay one bill by DD to Talktalk. And I've been with them since 2013. Unfortunately my contract does not expire until July next year and to break it I would have to pay them over a 100 quid. Not happy to do that. I have spoken to them on several occasions since I received the email on Monday. To compound the total carry on I received a letter in the post today with a phone number from their loyalty team. That number didn't even ring before it cut off. Way to go with respecting your customers.. I will make a complaint but want to make sure that this pending cancellation is gone first. Not happy with them at all.

Scotia55

https://forums.moneysavingexpert.com/discussion/comment/82124440#Comment_82124440

I don't think I have anything with BT. Landline number was issued by Talktalk. I never use it anyway since they started charging for nuisance call blocker. Didn't see the point in paying for something I don't use and can do without the nuisance calls. I've never had any dealings with BT.

iniltous

The only explanation (apart from sheer incompetence on TT part ) would be if someone had either mistakenly or maliciously applied to a provider for service and used your address , this generally (if they used the OTS , one touch switching) service generate a ‘sorry you are leaving’ communication, which includes (or should include) an impact statement, outlining the charges for leaving , if there are any , and what to do if it’s an error , or if it’s a genuine migration but the customer has changed their mind, in any event it has nothing to do with BT , even if it were a BT customer or potential BT customer that used your address in their application in the first place , it’s an automated system , but you don’t think this is what happened.

As you state , it’s now a case of hoping that TT have cancelled whatever this was and you continue in service with them , if a router for a different provider turns up at your address , possibly in someone else’s name , then you will definitely know what’s happened.

Scotia55

https://forums.moneysavingexpert.com/discussion/comment/82124551#Comment_82124551

Talktalk told me the request has been cancelled but still showing on my account as pending. The email I received did set out what to do if it was an error. Which was ring them right away. Which I did. Can't say i have a great deal of faith in them doing this right. Can't see someone doing this maliciously. The guy did say I won't be cut off on the date specified which is 16th September.

dnpark38

Will TT sign you up as a new customer?

iniltous

Although not common , you do see posts on here and other forums where someone has selected the wrong address , causing issues for an innocent party, wether that’s the customer themselves selecting the wrong address on a website or the ISP customer representative selecting the wrong address , as stated , if it cancelled you should be fine , if a router turns up , then I’d be suspicious that the cancellation if it were done at all , wasn’t done quickly enough to stop the ‘new’ provider sending out equipment for their new customer, plus that new customer would be expecting a router to be delivered to their genuine address unaware that they put your address on their order (that’s assuming this is what happened) , basically all you can do is be vigilant and hope for the best ..is anyone with a similar address (maybe the same street ) moving in on the 16th , ?

Scotia55

The small business next door to me has the same number but with an A after theirs. But I did go and ask them and they have not been changing anything on their broadband requirements. I will ring TalkTalk once again tomorrow.

Scotia55

https://forums.moneysavingexpert.com/discussion/comment/82124639#Comment_82124639

I bloody hope not. It hasn't actually been cancelled yet. That is apparently not to happen until 16th September. If they do attempt that I will have something to say about it. Probably demand they do terminate my contract and don't charge me a fee because none of this is my fault. Thanks everyone for your helpful suggestions. I appreciate it.

southsidergs

And it's not TT's fault either so there's no reason to "demand" they do anything!

Scotia55

This is what I think has happened. When someone switches they use OTS (One-touch switching system). It uses your postcode, system searches for it, and with shared lines, when it finds one, it switches cancelling your current contract. Apparently it's called slamming and I found out today it is quite a significant issue. I'm surprised Ofcom has not looked at this. On the other hand, maybe not.

This explains it a bit better.

https://helpforum.sky.com/t5/Broadband/Slamming-Victim-Broadband-changed-without-consent/td-p/4992690