topic Re: Mobile phone when cancel broadband? in Mobile

Mobile phone when cancel broadband?

edfdave — Wed, 08 Feb 2023 15:18:03 GMT

Hi I'm cancelling my broadband but am unclear what happens to my mobile phone billing. The agent says I will "keep my number", continue to use it as usual and will carry on being billed by DD (tho I lose any TT discounts). That's what I want but the agent was unclear about who exactly would bill me and how I'd see my usage e.g. would it transfer to the network operator (o2?) ?

Re: Mobile phone when cancel broadband?

Gondola — Wed, 08 Feb 2023 17:41:22 GMT

A TalkTalk Mobile contract is separate from a TalkTalk broadband contract and will continue unchanged exactly as explained by the customer service agent.

If you're being billed by TalkTalk Mobile your bills will appear in the customer MyAccount as normal.

Re: Mobile phone when cancel broadband?

edfdave — Wed, 08 Feb 2023 20:01:24 GMT

Thank you for clarifying. I did understand that I will keep the phone number and service and that is what I expected, but it is not what was explained when I asked if I would still see my mobile service details (e.g. bills, usage) under my existing MyAccount. I wasn't sure if the account might 'stop' and new one created or what. This was mainly because they talk about me no longer being "a talktalk customer" once the broadband is stops. They may not have understood what I was asking I guess. I'll be looking for a new mobile provider too shortly.

Re: Mobile phone when cancel broadband?

Gondola — Wed, 08 Feb 2023 20:06:08 GMT

The customer MyAccount will continue to be available and continue to show the TalkTalk Mobile billing so long as you remain a TalkTalk Mobile customer.

Feel free to PAC or STAC your TalkTalk Mobile number to a new provider.

Re: Mobile phone when cancel broadband?

edfdave — Wed, 08 Feb 2023 20:13:55 GMT

I see that now but I think there's a bit of a perception issue from the customer's perspective: I see myself as "a talktalk customer" with one account and subscribing to its broadband, mobile and potentially other services. It's become clear over the years that talktalk as a company does not. Thanks for your help.

Re: Mobile phone when cancel broadband?

Gondola — Wed, 08 Feb 2023 20:23:49 GMT

I'll put that perception issue as a question to the Deep Thought computer and ask it to calculate the ultimate answer.

Re: Mobile phone when cancel broadband?

Arne-TalkTalk — Thu, 09 Feb 2023 12:11:06 GMT

Just to clarify , you will still be able to access the same My Account for the mobile account/ bill.

Re: Mobile phone when cancel broadband?

edfdave — Thu, 09 Feb 2023 14:38:19 GMT

Thank you