topic Re: Regarding cancellation difficulties in Broadband

Regarding cancellation difficulties

Mohyafai — Fri, 24 Feb 2023 14:22:53 GMT

Hello,

I need some assistance. On the 4th of February, I have signed up to TalkTalk fibre. On that same day, I have realised that I didn’t want the broadband and called to cancel. The person on the phone told me that within 5 to 7 days, my contract will be cancelled with a letter confirming this. 16 days later, I still had no confirmation and my contract was still set to begin. I call again, this time letting the person on the phone know that last time, my contract was not cancelled. She assured me that within 24 hours they will cancel it and I will get a letter of confirmation within 3 to 7 days. Today, openreach sends me a message to confirm that they will be coming over within a week to install the broadband which I received today. I have not opened the package as I have no intention to use it. Why is my contract not cancelled yet?

tldr; I called TalkTalk to cancel my contract the same day I got it. 16 days later, has yet to be cancelled so I call again. 4 days later, I receive a package and a text saying that. My broadband will be installed even though I already called twice to cancel this.

I am honestly disappointed and went from considering using TalkTalk in the future to never considering even acknowledging it to a friend.

Re: Regarding cancellation difficulties

Arne-TalkTalk — Tue, 28 Feb 2023 12:44:03 GMT

Hi Mohyafai.

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number or order number

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Regarding cancellation difficulties

Mohyafai — Tue, 28 Feb 2023 14:27:58 GMT

I have updated my account to include my name and TalkTalk account number.

Re: Regarding cancellation difficulties

Mohyafai — Tue, 28 Feb 2023 14:28:20 GMT

I have updated my account to include my name and TalkTalk account number.

Re: Regarding cancellation difficulties

Arne-TalkTalk — Thu, 02 Mar 2023 13:11:49 GMT

Thank you I will pass this to the provisioning team, I will send a returns bag for the equipment.

Re: Regarding cancellation difficulties

Mohyafai — Thu, 02 Mar 2023 15:18:17 GMT

Thank you,

Just to add, I have yet to be sent a confirmation of cancellation letter and openreach have messaged me today that they will come to install everything today. I have messaged them to delay the process to a later date to avoid having to explain to them in person what is going on.

Can you also please confirm the cancellation for me as well please

Re: Regarding cancellation difficulties

Arne-TalkTalk — Fri, 03 Mar 2023 09:11:35 GMT

Hi Mohyafai

The order has been stopped, so you should not receive any further contact from Openreach.

Regards