BT and TalkTalk - Martin recommends this?!

Garnett_F

I use MSE quite often, and recently had a look for a decent Phone and Broadband deal.

Talktalk got a recommendation by Martin and so I decided to go for it.

After speaking to TalkTalk I got the phone at our new flat reconnected through BT, and 2 days later when the line was live I called Talktalk back (as I'd been told) and signed up.

That was on February 14th. Talktalk took 20 days to sort out the connect.

Now I've got a bill from BT for £153 Cancellation fee.

When I first spoke to TalkTalk they were very reassuring about how the fee wouldn't be charged because they would begin the cancellation process with BT well before my "cancellation period" with BT expired.

I'm not sure how this has been calculated, but also surely if this fee is inevitable, Martin must include it in his VFM calculation when deciding whether to recommend TalkTalk.

notbritishgas

I do not think you can blame BT if TalkTalk were economical with the truth (possibly to ensure they got you as a customer).
When you got your line connected/reconnected you will have entered into a contract with BT, either 12 months or 18 months if you opted for the cheaper connection fee.
Either way you are liable for the cancellation fee, which should be the lesser of the remaining period of your contract or £70.
Did the £153 include cost of connecting your line, if not and it is only for the cancellation perhaps you could argue it down to £70.

Garnett_F

Thanks NotBG. I agree - BT aren't at fault. Also I spoke to them 30 mins ago and they agreed to reduce the charges to £58.62 (apparently I had been put on an expensive tarriff and now I have been asked to pay only the cancellation fee minus something or other). Having said that, I think they'd be on iffy grounds justifying much higher cancellation fees - As far as I'm aware they would have to settle for the costs they had accrued (and how much does it cost them to reconnect an existing line?)

TalkTalk were certainly disingenuine.

My main point is that I think Martin should recalculate the price of the TalkTalk package if a BT cancellation fee is inevitable.

Heinz

I think Martin assumes money-savers will know when they've agreed to a binding contract (even a verbal one) and how much it will cost to breach that contract.

notbritishgas

Garnett_F wrote: »

Thanks NotBG. I agree - BT aren't at fault. Also I spoke to them 30 mins ago and they agreed to reduce the charges to £58.62 (apparently I had been put on an expensive tarriff and now I have been asked to pay only the cancellation fee minus something or other). Having said that, I think they'd be on iffy grounds justifying much higher cancellation fees - As far as I'm aware they would have to settle for the costs they had accrued (and how much does it cost them to reconnect an existing line?)

TalkTalk were certainly disingenuine.

My main point is that I think Martin should recalculate the price of the TalkTalk package if a BT cancellation fee is inevitable.

I think you should count your self lucky they have reduced it to £58.62.

On your point about Martin, the cancellation fee is not inevitable for those who have been with BT for longer than the contract period.

For new phone users like you any supplier (even TalkTalk) can ask Openreach to connect a line, it is just that most of them do not want the hassle preferring to pass it on to you, TalkTalk currently fall into this category.

Garnett_F

Heinz wrote: »

I think Martin assumes money-savers will know when they've agreed to a binding contract (even a verbal one) and how much it will cost to breach that contract.

How is that a reason to exclude it from the VFM calculation?

Garnett_F

Heinz wrote: »

I think Martin assumes money-savers will know when they've agreed to a binding contract (even a verbal one) and how much it will cost to breach that contract.

notbritishgas wrote: »

I think you should count your self lucky they have reduced it to £58.62.

It’s nice that you’re both so protective and I’m sure if there were MSE gold stars Martin would give you both plenty, but from what I’ve seen MSE is about providing open advice about good value choices.

notbritishgas wrote: »

On your point about Martin, the cancellation fee is not inevitable for those who have been with BT for longer than the contract period.

Regardless of whether that is the case (which I’d dispute) recommending TalkTalk without mentioning that the recommendation's not for new customers seems odd.

normanmark

I think you're being a bit pedantic. Martin recommends a deal, nothing more than a recommendation. If you read Talk Talk's site it claims they have to have a BT line in order to take those deals. Therefore if you need a line then you should look at the T&C's of what BT have with their line installs.

Whilst I can see the frustration, you need to double check terms & conditions yourself so you can evaluate the situation from your perspective.

Now ultimately the question you should be asking is why do Talk Talk not provide lines for new customers.

Garnett_F

Sorry if I seem pedantic, I was just highlighting the fact that going with TalkTalk hasn't saved me any money - Maybe the Money-Saving-Expert forum isn't the place to discuss that, but if you know a better place, I'd like to know, because that sounds like it would be a useful money-saving resource.

I'm pleased that BT have reduced the amount they are claiming I owe them, and I'm not that frustrated with Martin, BT or TalkTalk. Any frustration is as a result of the replies here that seem to be along the lines of "Who cares if Martin's information is incorrect and costs his readers money?"

From what I've seen and read about the guy, I would have thought he'd care quite a bit.

normanmark

But his information isn't wrong though. He's stated what the cheapest home phone is currently.

Is it his issue that Talk Talk flat out refuses to install lines for new customers & then passes them onto BT to get the line installed? Its not at all.

normanmark

Further to add theres a piece at the bottom of every page which states:

Any information should be considered in regard to specific circumstances. All tips are followed at your own risk and should be followed up with your own research