topic Re: Fibre65 Charge During Cease in Billing

Fibre65 Charge During Cease

WELLA182 — Thu, 07 Dec 2023 14:16:51 GMT

My fibre65 contract ended 26/11/12 at my old address and started a new service plan automatically, I called to cancel ~29/11/23 and confirmed that there would be no further charges. Since moved to a new house and have taken out a new TalkTalk contract ~01/12/23 at £26 for 24 months, with the install planned for 15/12/23. Today I checked my account and found a December ~£35 charge to be taken 08/12/23) for fibre65 which I cancelled, why am I being charged if I've renewed my service at another address?

Re: Fibre65 Charge During Cease

Arne-TalkTalk — Thu, 07 Dec 2023 14:54:01 GMT

Hi @WELLA182

Do you have 2 account numbers? the number in your profiler points to an account which is cancelling on the 30 Dec.

Can you add the number to your profile.

Thank you.

Re: Fibre65 Charge During Cease

WELLA182 — Fri, 08 Dec 2023 00:41:00 GMT

Hi Arne,

Thank you for your reply.

I cannot see another account number for the fibre150 on my TalkTalk account page (only account number 1013220968), I cannot see my fibre150 service either. I received the fibre150 contract 02/12/23 via email, the contract does not include an account number, the order number for the fibre150 service is FTTP_100740682.

I'm not sure why I am being charge for December for the fibre65 after cancelling that and also upgrading to fibre150.

Thanks, Adam.

Re: Fibre65 Charge During Cease

AllyM — Fri, 08 Dec 2023 18:49:33 GMT

@WELLA182 ,

Unfortunately staff probably won't be back on here again until after the weekend.

From your initial post, it sounds like you cancelled the service at your old address and then ordered a new service at your new address, effectively like a new customer. Is that right?

There is normally a 30 day notice period if you cancel an account, so if you cancelled on 29 Nov, then that would tie in with an actual cease date of 30 Dec as Arne has stated. In which case, you will be required to pay for the service until it actually ends. In fact, since TalkTalk bill a month in advance, depending on when your billing date is, you may even be billed beyond the service end date and have any overpayment credited back in the following monthly bill.

Re: Fibre65 Charge During Cease

Gliwmaeden2 — Fri, 08 Dec 2023 20:11:50 GMT

@WELLA182, if you had used the home move team, you would have avoided the whole scenario.

They simply require you to take out a new contract for the new address and working with them cancels the service and fixed contract / rolling contract at the previous address.

If that's not taken up, there's a £60.00 moving fee. Perhaps you had hoped to avoid that by starting up afresh, and were not aware of the option above?

As @AllyM says, simply cancelling your old service yourself, out of contract, requires 30 days' notice.

The details are given on this information page:

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

Information about final bills:

https://community.talktalk.co.uk/t5/Articles/Your-final-bill/ta-p/2205229

You'll not hear from staff before Monday now.

Re: Fibre65 Charge During Cease

WELLA182 — Sat, 09 Dec 2023 01:17:16 GMT

Thank you for your replies AllyM and Gliwmaeden2, that clears things up.

I'm not sure if I'll be classed as a new customer or existing. I cancelled the fibre65 rather than using the move team, as when I looked for fibre broadband at my new address TalkTalk didn't offer it. So cancelled, moved to Virgin, then TalkTalk called and gave me an existing customer offer for fibre.

I'll be sure to keep an eye on things closer to the end date of my next contract.

(Issue resolved)

Re: Fibre65 Charge During Cease

Gliwmaeden2 — Sat, 09 Dec 2023 08:11:49 GMT

What a shame it just wasn't straightforward!

Thanks for letting us know. Please mark it as resolved (from the 3 dot menu options).