topic Cancel my contract? in Billing

Cancel my contract?

jebus1967 — Fri, 13 Sep 2024 18:52:14 GMT

Hi I'm having a spot of bother cancelling my contract. I tried to do it via live chat, they said they couldn't do it and retentions would need to speak to me first. I don't want to speak to retentions. I'm not staying! I want to cancel both my landline phone (that I haven't used in over a decade anyway) and my broadband. My 5G Unlimited Data SIM (from another provider) is plenty fast enough! I tried calling, but 'no' you're closed!

I feel like I'm being messed around! So as a precaution, I cancelled the direct debit anyway! I'll settle up with you what I owe once someone from there sees fit to do what I've asked. Thanks!

Re: Cancel my contract?

ferguson — Fri, 13 Sep 2024 18:59:48 GMT

You do need to speak to them to cancel as advised, there really is no other way. This is because TalkTalk need to be assured that you are the account holder and not perhaps a malicious actor who has got hold of your account details. Cancelling your Direct Debit is only likely to cause further issues including the possibility of additional charges and a negative impact on your credit record.

Re: Cancel my contract?

jebus1967 — Fri, 13 Sep 2024 19:03:31 GMT

Why should that be the case? There is no law that says I must pay with direct debit. The minute they cut the line and send me a bill, I'll happily pay!

Re: Cancel my contract?

jebus1967 — Fri, 13 Sep 2024 19:06:43 GMT

And how can I speak to them anyway? I tried the online chat and I tried calling. If they aren't available or able to take my call, what more am I supposed to do?

Re: Cancel my contract?

ferguson — Fri, 13 Sep 2024 19:11:30 GMT

Well, they won't stop the service until you have given your 30 days notice of cancellation and until then you will continue to receive it and have to pay for it as usual. You must continue to do so until you get a final bill which will not happen until after your service is terminated.

There are alternative payment methods:

https://community.talktalk.co.uk/t5/Articles/Payment-methods-and-paying-your-bill/ta-p/2204899

Re: Cancel my contract?

Gliwmaeden2 — Fri, 13 Sep 2024 19:19:28 GMT

@jebus1967,

Chat can't fully process cancellations, and you then need to pick up a phone call from Talktalk, so you might as well phone them at a time that suits you.

The department you speak to is called Retentions / Loyalty team / Better Value team, because they obviously want to hang onto you, but that is the correct department to be calling.

They will be open 9am - 6pm Saturday. Not open Sunday. Open Monday to Friday, 9am - 7pm.

Instructions for cancellation:

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

Re: Cancel my contract?

jebus1967 — Fri, 13 Sep 2024 19:52:02 GMT

OK then, I'll use the card payment option as soon as they issue my final bill. No worries. "So long, and thanks for all the fish!", so to speak ...

Re: Cancel my contract?

ferguson — Fri, 13 Sep 2024 19:26:31 GMT

LOL no worries from me either, I am just another customer trying to help, no vested interest here!

And despite being known as the "retentions" team, well yeah, it's inevitable that they will try to encourage you to stay. But if you make it clear that you are intent on leaving they are the same place you will end up when you select "cancellation" as your reason for calling.

I hope it goes smoothly, do let us know.

Re: Cancel my contract?

ferguson — Fri, 13 Sep 2024 19:29:47 GMT

@jebus1967

An added thought: depending on your billing cycle, there may be further payments due along the way. Make sure to pay any bills on time, rather than just waiting for that "final" one.

Re: Cancel my contract?

jebus1967 — Fri, 13 Sep 2024 21:20:26 GMT

Nah. I'm good. Been out of contract for a lot of years. But thanks. 😊

Re: Cancel my contract?

Gliwmaeden2 — Sat, 14 Sep 2024 08:03:15 GMT

But your 30 day notice period and monthly billing cycle won't necessarily be the same.

If you give notice, say 14th September, but your billing period is to eg 21st, there could be another bill after that, telling you whether you are owed something back.... then, what they call the final bill, for £0.00, could be the one in November, @jebus1967.

It takes a while to shed them completely!

Re: Cancel my contract?

jebus1967 — Sat, 14 Sep 2024 13:01:01 GMT

No it's fine. They said I'll be finished by October 1st.

Re: Cancel my contract?

Arne-TalkTalk — Tue, 17 Sep 2024 08:52:52 GMT

Hi jebus1967

The cease is due to complete on the 14th October.

Re: Cancel my contract?

jebus1967 — Fri, 11 Oct 2024 02:00:36 GMT

Hi, please send me a bag so that I can return your router and other equipment.

Re: Cancel my contract?

Debbie-TalkTalk — Fri, 11 Oct 2024 07:21:31 GMT

Hi @jebus1967

I've requested that a returns bag is sent, please allow 72hrs for this to arrive.

Thanks

Debbie

Re: Cancel my contract?

Tez2012 — Fri, 11 Oct 2024 11:39:27 GMT

Live chat just tried to badger me into cancelling my contract even though my contract had expired. Anyway if you are switching providers you should be able to cancel it through them as they link to your talktalk account number and cancel for you.

Re: Cancel my contract?

jebus1967 — Mon, 14 Oct 2024 10:18:43 GMT

Hi Debbie. I still haven't had a bag and it's been more than 72 hours. I really would rather be free of this stuff. It's taking up valuable space in my home. Can I just safely dispose of it? Will I be charged if I do this? I have two routers and the fibre box thingy, as well as other e-waste associated with my time with you over many years. I would like to be free of it, even just for peace of mind.

Re: Cancel my contract?

Karl-TalkTalk — Mon, 14 Oct 2024 10:35:26 GMT

As the returns bag was ordered by Debbie on Friday, it can still arrive later today or tomorrow.

Karl.

Re: Cancel my contract?

jebus1967 — Thu, 17 Oct 2024 14:36:47 GMT

I still don't have a returns bag, even after asking twice here and once on live support. I wish to safely dispose of your equipment. If I take it to a local recycling centre, will I be charged for this? I have paid my final bill.

Re: Cancel my contract?

Chris-TalkTalk — Fri, 18 Oct 2024 05:30:07 GMT

Hi jebus1967,

The returns bag is on order, it should be with you within a few days. I'm sorry for the delay

Chris