TalkTalk Bill issues. What is the best step?

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

Just read some more! Looks like Tesco can take over the landline. May be worth talking to them before you start arguing with TalkTalk. It could be a case of just let them loose (after cancelling of course).

All the ISP's are as bad as one another, only some are not so bad. Orange was the second ISP I used. OK for a while then troublesome, and some strange ideas about email addresses.

Agree with you on email addresses. On the whole, I have had good service from Orange. The only time I had to give two of their employees an earful was when they rang up trying to sell me an upgrade to my mobile and a tablet which, due to a neurological disorder I have, without physically trying them it would be difficult to tell whether they were suitable or practical for me to use or operate.

[Hurricane Puffrose]

Re: TalkTalk Bill issues. What is the best step?

Tell TalkTalk you are cancelling, cancel the direct debit again (and wait for the screams). Then talk to BT about moving the line. You may still have some of the TalkTalk rental to pay. You are out of minimum contract? There are times when TalkTalk sneak you on to a new contract with just a phone call.

As a former disconnections agent, I would very strongly reccomend you DO NOT just cancel the DD.

Ensure that the contract is within the last 30 days of your contract, or that you are free of Termination fees before you do ANYTHING to do with leaving them. If you are in contract they CAN (despite the billing issues) be charged a termination fee, which is normally your present bill PLUS your line rental until the end of your contract! If this is the case and they wont remove them I will try and talk you through getting them removed, but I dont want to confuse the OP unnessacarrily (spelling?) if Talktalk are ok to not charge or term fees are not applicable.

UNLESS talktalk have a verbal agreement (normally place of birth as a signature) they cannot tie you in to a new contract, and you are allowed to ask for the recording of the call to be listened to to prove that you agreed to a new contract, if you don't get satisfaction, think retail parks, ESCALATE ESCALATE ESCALATE!!

please let us know if you are in contract/ out of contract and I will try and assist you more But PLEASE dont just cancel the DD!!

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

As a former disconnections agent, I would very strongly reccomend you DO NOT just cancel the DD.

Ensure that the contract is within the last 30 days of your contract, or that you are free of Termination fees before you do ANYTHING to do with leaving them. If you are in contract they CAN (despite the billing issues) be charged a termination fee, which is normally your present bill PLUS your line rental until the end of your contract! If this is the case and they wont remove them I will try and talk you through getting them removed, but I dont want to confuse the OP unnessacarrily (spelling?) if Talktalk are ok to not charge or term fees are not applicable.

UNLESS talktalk have a verbal agreement (normally place of birth as a signature) they cannot tie you in to a new contract, and you are allowed to ask for the recording of the call to be listened to to prove that you agreed to a new contract, if you don't get satisfaction, think retail parks, ESCALATE ESCALATE ESCALATE!!

please let us know if you are in contract/ out of contract and I will try and assist you more But PLEASE dont just cancel the DD!!

Would this apply if the bank refused to accept any further DDs, Puff, as my bank did? Just being curious, that's all.

[Hurricane Puffrose]

Re: TalkTalk Bill issues. What is the best step?

if it is a bank issue, then it is a case of having the company take it up with the bank, or arranging a permanant payment by other means (card payments for example)

On this occasion, as the bills have been paid by DD previously, and the OP is asking about terminating the account totally, then my advice is, keep the DD open and gain the info I have asked for, then PAY BY CARD IF YOU CAN AFFORD IT, get a payment reference (even if it is just the name of the advisor you paid) and then cancel the DD.

I only suggest this as if there is an outstanding bill the company CAN block a transfer to another provider.. highly naughty but very legal!!

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

When TT were playing silly beggars with my DDs and tried to impose charges for an alternative payment method, I used some judicious pressure to make them back away.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

The reason I say cancel the direct debit is that TalkTalk are renowned for continuing to take payments after cancellation, indeed have been heavily fined for such behaviour. Here's one of the links. In my own case they tried to take more from the DD, despite having sent me a cheque for overpayment. I believe it is still happening.

I'm not saying don't pay what is due but just don't let them collect more than they should.

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

They have stopped outgoing phone calls and stopped the internet, which we expected.
So mum has to call them now and ask for a final bill and a payment plan to pay it off. If not then I will pay it just so we can get rid of them.

We need the BT phone line back from them as we want to go over to Tesco. Is that why we need to ask for the MAC?

I still want to email them, (now they have cut her off i guess I am not risking them cutting her off!!!)
Should I still make a complaint, or wait to see if they come up a payment plan for the outstanding bills and then cut the losses.
Can I ask for a MAC now even though the bills are outstanding???
Sorry for the questions, I want this to be as painless as possible as we have had too much pain recently.

Have they blocked her ability to make 999 calls? TT have done this in the past and had their backsides kicked with good reason.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

To explain why I say cancel the DD: I have just cancelled my current ISP, notice etc all correct, MAC code received. I have just had an email asking me why I have cancelled my DD. Previously received an email saying they would be collecting on the 8th of next month. Don't know what they were trying to charge for, and have queried.

[bluebottle]

Re: TalkTalk Bill issues. What is the best step?

To explain why I say cancel the DD: I have just cancelled my current ISP, notice etc all correct, MAC code received. I have just had an email asking me why I have cancelled my DD. Previously received an email saying they would be collecting on the 8th of next month. Don't know what they were trying to charge for, and have queried.

Sensible. If TT and taking the PP, them to PP Off.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

I know it doesn't help the OP but I've had my query email answered to tell me that although I requested the MAC code that wasn't cancelling the account. Hello... I cancelled the account at the same time as requesting the MAC code. I've also received the prepaid envelope to return the modem router. Why would I get that if I hadn't cancelled? Also notice of a £30 charge if they don't receive the modem router. Even more reason to cancel the DD!!

[Hurricane Puffrose]

Re: TalkTalk Bill issues. What is the best step?

I know it doesn't help the OP but I've had my query email answered to tell me that although I requested the MAC code that wasn't cancelling the account. Hello... I cancelled the account at the same time as requesting the MAC code. I've also received the prepaid envelope to return the modem router. Why would I get that if I hadn't cancelled? Also notice of a £30 charge if they don't receive the modem router. Even more reason to cancel the DD!!

Common mistake believe it or not.

A MAC code is the providers permission to remove the equiptment from the line, think of it like a PAC code for a mobile phone, you can get a MAC code and wave it about your head for a year and you will still be with your current provider.
You HAVE to register it with the new provider, AND give notice to cancel, if you read the T&Cs of your contract it will state a notice period, anything fromm 2 weeks to a month!
If you do not give notice, your CONTRACT continues, and they can ask for payments from your account!
Not a common thing to happen I grant you, but again very legal!

ALWAYS give notice to leave a company, mobile or broadband, this way you are covered if anything happens to the Port Codes (PAC or MAC), and if they go for more money, they dont have a leg to stand on!

[ostell]

Re: TalkTalk Bill issues. What is the best step?

Everything done correctly (been dealing with these sort of things for years as a business). I asked for the MAC (already given to new provider) AND asked to cancel the contract at the same time, hence the prepaid envelope to return the modem/router. Received the second email of today which says (apart from other items):


The cancellation request is not taken when you generate a MAC key. Your account is not marked to be cancelled. Therefore it'll be active till the day you call us and request a cancellation with a seven day notice.

I have given more than seven days notice but that doesn't seem to have sunk in. I've told them to cancel when the next payment is due, which should be on the 17th of next month as the service started on the 17th of the month, or the new provider takes over the line, whichever occurs first. This is O2, whose support has been fine up till now.

[Hurricane Puffrose]

Re: TalkTalk Bill issues. What is the best step?

ok.. this i can help more on..

Ask them to listen to the recording of the tape (should be there) and insist the disconnection is set and you get a date.
99.99999999% of calls are recorded, and a manager can listen to them, they need the date and approx time you called, and use words like Very Dissatisfied and Unlikely to Reccomend.

Tell them if you incur any charges you will expect them refunded double.. this normally makes em shift

[ostell]

Re: TalkTalk Bill issues. What is the best step?

Rose, it's not a problem. I'm used to these ISPs. Just recording it so that the OP realises that it not just her.

As I said, the arrival of a post paid bag for the return of the router must have been triggered by something, probably that initial cancel request. I have repeated it 3 times now in emails so... bring it on! I've told them to remove the service when the money runs out, or when the new ISP takes over the line. I don't think I can be clearer than that. Just waiting for the response to my query about what triggered the sending of the envelope.

[ostell]

Re: TalkTalk Bill issues. What is the best step?

It goes from bad to worse! The response was that the bag was to return the modem in preparation for the transfer of the business to Sky later in the year. Since this is not definite yet, some legal hoops for O2 to jump through I do not see the logic of this. They still insist that I have not cancelled. I did suggest that in the last 3 emails I have said that I am cancelling in every email. The cost of not returning the Modem/Router has varied between £20, £30 and £51.06, depending on where you read.

It looks as though the emails are being responded to by a service centre in India. Shame. 'cause the UK help desk is usually very good.

I am trying to hold them to this from their website:

If you're moving to another broadband provider, you can ask us for a MAC code. A MAC code isn’t a cancellation, it's a way of telling us you're shopping around. If you find the provider you want, give them the MAC code. They'll use it to start the ball rolling and to tell us that you're moving on.
We'll keep your O2 Home Broadband account running right up till the day you go live with your new provider. There might be a couple of hours’ downtime. But you'll get a smoother transition with a MAC code than you would if you cancelled outright.