topic Re: Final bill in Billing

Final bill

JakeP1 — Sun, 25 Jun 2023 17:28:12 GMT

Good evening,

After being a TalkTalk customer for many years I have decided to leave due to really poor wifi issues that has been going on for some time.

The issue I have is with my final bill which is £118.54. I have seen the breakdown of the bill and its a little confusing.

fibre 25 until 7th July £14.29 < this part is fine as that is me paying for the service that I have used my account should be closing on the 4th July.

fibre 25 8th July - 24th July £20< this is odd seeing as my contract with you is ending on the 4th July so why would I still be paying for this.

Add ons unlimited landline calls £8< this has always been free on my account ( not that i have ever used the home phone, we don't even have one) so again not quite sure as to why this has been added to my final bill.

now the worst part.

Engineer appointment £75< we had a engineer come out to check our equipment because of the lack of service on the wifi, he confirmed that our equipment was all in working order and we even got a screenshot of his test results. On booking the engineer out this was done through live chat, the operator confirmed that we wouldn't be charged for this appointment. ( again I have a screenshot of this) I also got a email through a few days later letting me know that you have fixed something on my line, so that shows that the fault wasn't on my end.

this has been such a shame because had the service been of an ok level we would have stayed. Both me and my wife are starting online courses so need a reliable connection. (we are already both behind on our work because of this and very stressed.)

I thought I would post here because this forum seems the only positive part of TalkTalk and I have little faith with the live chat seeing as they clearly lie.

many thanks in advance.

Jake.

Re: Final bill

Gliwmaeden2 — Sun, 25 Jun 2023 17:40:05 GMT

30 day notice period which includes a period at full price, including expiry of a calls boost discount.

Staff will look into the engineering charge for you, @JakeP1, but the rest looks valid.

Check Ts&Cs re cancellation notice period (link at the foot of the page).

Your contract would simply have rolled on at full price after it ended to avoid leaving you without a service.

Staff will be back after the weekend.

Re: Final bill

JakeP1 — Sun, 25 Jun 2023 18:28:47 GMT

Hi there, thanks for your response.

I know the staff won't respond over the weekend that's fine.

The 30days notice I'm not too sure about that. The guy I spoke to on the phone from talktalk said I had 2 options when leaving.

1 being the 30days notice or 2 connecting with a new provider through a compare like site as long as I add my landlines number it will make it much quicker than the option 1. (Which I did) also he said it would cut out the 30 days wait. The only provider they couldn't do it with was virgin.

Plus if I am left without a service than that really is my problem & can also cope with that.

Thanks.

Re: Final bill

AllyM — Sun, 25 Jun 2023 19:50:27 GMT

@JakeP1 ,

If you have signed up with another provider and asked them to take over the line then they should give you a date for the switchover to take place, at which point your service with TalkTalk will end. Until that point TalkTalk will continue to bill you a month in advance as normal (and at full price for package and any boosts after the contract period end date as @Gliwmaeden2 says). Any overpayment from the time your switchover happens will be credited back to you in the next month's bill.

You don't give any detail of the "WiFi issues" you were having but switching provider isn't necessarily going to fix that. Unless the TalkTalk router is actually faulty, they can't be responsible for the WiFi performance in your house which can be due to any number of factors outwith an ISP's control.

Hopefully, staff will look into the Engineer charge for you though. Chat operators shouldn't be promising that the Engineer visit will be free of charge, but if they did then I would be expecting TalkTalk to honour that.

Re: Final bill

Arne-TalkTalk — Mon, 26 Jun 2023 09:07:14 GMT

Hi @JakeP1

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Final bill

JakeP1 — Mon, 26 Jun 2023 11:21:19 GMT

Hi Arne!

For the life of me I can't see where the private messages are how do I find them.

Many thanks.

Re: Final bill

Gliwmaeden2 — Mon, 26 Jun 2023 12:04:02 GMT

Top right, click on a number showing next to your avatar, @JakeP1. Then click on the message envelope.

Do it asap, as PM links are time-limited.

Re: Final bill

Arne-TalkTalk — Mon, 26 Jun 2023 13:09:03 GMT

bare with us, we are having some system issues

Re: Final bill

JakeP1 — Mon, 26 Jun 2023 13:48:32 GMT

Hi, I did this but I don't have the envelope symbol anywhere.

Just

My profile my settings my subscriptions who's online help and sign out. That's all I have.

Thanks.

Re: Final bill

Gliwmaeden2 — Mon, 26 Jun 2023 14:55:15 GMT

May still be a systems issue, @JakeP1.

It's above Profile etc top right when working.

Re: Final bill

JakeP1 — Mon, 26 Jun 2023 16:08:18 GMT

Thanks for taking the time for the screenshot, however I agree that I think its a system problem because I only have the notification bell on mine.

Re: Final bill

JakeP1 — Mon, 26 Jun 2023 19:31:47 GMT

Any news on the system issues? I still can't access the pm folder & I need this engineer charge sorted before it comes out of my account.

Ironically I have to message you through my 4g as our wifi has gone down about 10 times in the last few hours.

Re: Final bill

ferguson — Mon, 26 Jun 2023 19:39:39 GMT

You will need to wait for Arne to pick this up again, the other posters on here are just customers like yourself and none the wiser than you I'm afraid.

Re: Final bill

Gliwmaeden2 — Mon, 26 Jun 2023 19:57:51 GMT

@JakeP1, I've just checked, and staff need to enable messages for you first.

Possibly that's what wouldn't work earlier either.

Re: Final bill

ferguson — Mon, 26 Jun 2023 20:42:25 GMT

Perhaps that's what Arne was alluding to and best left to him?

Re: Final bill

Arne-TalkTalk — Tue, 27 Jun 2023 07:43:10 GMT

Hi @JakeP1

The PM has now been sent.

Sorry for the delay.

Re: Final bill

JakeP1 — Tue, 27 Jun 2023 17:01:27 GMT

Hi Arne I pm'd you everything this morning. & filled out the questions that you needed.

Thanks.

Re: Final bill

JakeP1 — Wed, 28 Jun 2023 10:16:01 GMT

Hi again @Arne-TalkTalk

Not too sure what the hold up is but can we get this engineer charge sorted as a matter of urgency please. My bill comes out on the 30th and I could really do without having to chase up for that £75.

I have sent you the proof that shows I shouldn't have been charged. We would never have even accepted the engineer out if we were told we would be charged.

I look forward to hearing back from you shortly.

Re: Final bill

Gliwmaeden2 — Wed, 28 Jun 2023 10:54:23 GMT

@JakeP1, check in Transaction History, as if it's already been done, a credit will show there. If it is too close to the Direct Debit date, the full amount will be taken and the credit thereby covers that.

If nothing is showing, it could be that it does take more time to check exactly what the Chat agent thought they were doing, check with Openreach etc.

Either way, please just wait for Arne to get back. I re-escalated the thread after you posted yesterday, so it's in the queue for attention to follow up.

Re: Final bill

Arne-TalkTalk — Wed, 28 Jun 2023 13:24:22 GMT

Hi JakeP1

The charge has been credited, but the Direct debit is actually presented 48 hours before extraction today (28th) so the credit may not have stopped the full amount being taken, but it can be refunded ASAP.