topic Re: Cancelling Broadband in Broadband

Cancelling Broadband

CAH222 — Thu, 02 Nov 2023 19:40:55 GMT

I used the chat facility earlier to give notice of my broadband cancellaton and now a couple of hours later I've recieved an email which - apart from a veiled threat to my credit rating if I cancel my direct debit - says "regrettably during our contact we did not have the opportunity to action this request for you and it is important to understand that your account will not be cancelled until contact is made by you to complete this action."

I'm not sure how they didn't have time to action it, but this is me making contact again to say I am cancelling my contract and giving 30 days notice. I am out of contract.

Can someone from customer service on here respond to me and confirm this has been actioned ?

Re: Cancelling Broadband

Gliwmaeden2 — Thu, 02 Nov 2023 20:42:41 GMT

The reason it wasn't actioned, @CAH222, is that Chat isn't authorised to process a cancellation.

Nor are staff on this forum.

Other than simply writing by snail mail (details are in the Ts&Cs in the link at the foot of the page) the way to cancel is by phoning 03451 720088 and speaking to the LOYALTY team / retentions (which does sound odd, but they deal with this).

They are available 9am to 7pm Monday to Friday and till 6pm on Saturdays.

Details of how to cancel are here:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

The veiled threat re the Direct Debit is to help you avoid cancelling it before final charges have been calculated and paid, and if you need to claim back any refund, those details are the ones you use, in My Account.

This thread on the forum will not serve the purpose of cancelling your contract.

Re: Cancelling Broadband

CAH222 — Thu, 02 Nov 2023 20:44:25 GMT

Funny how I was able to join and have been a cusomer for several years without ever once needing to speak to anyone directly.

I was told someone would call me back but having subsequently recieved that email I've no idea if that will actually happen.

Re: Cancelling Broadband

AllyM — Fri, 03 Nov 2023 05:47:11 GMT

@CAH222 ,

I would suggest that you just call the Loyalty Team as @Gliwmaeden2 has advised, rather than sitting about waiting for a call back which may not happen.