topic T&C's for Broadband upgrade - Cooling off period start point?? in Billing

T&C's for Broadband upgrade - Cooling off period start point??

Jinx247 — Tue, 21 Jan 2025 14:19:38 GMT

Hello,

Does the 14day cooling off period start when I accept the contract or when the service goes live?

I was due to move to plus net but your loyalty department called and i agreed to stay with a new deal that included a upgrade to full fibre 150 which included a eero router. I didn't get any email confirmation so thought id get in touch to request confirmation to be sent. I'm then told nothing has been processed! So the loyalty team went through the upgrade including the T&C's. Which state that my cooling off period starts tomorrow (11/01/25)... yet my broadband wont go live for another month when an engineer can come out (12/02/25). I queried this only to be told that they can't amend the T&C's but will add a note on my account. I'm not sure how i truly stand on this as I have no confirmation of this in writing and how can the cooling off period runout before I actually have the service provided?

Can someone from TalkTalk confirm that a note has been added to my account please. Also are my cancelation rights still intact should the new service not be satisfactory?

Thanks

Re: T&C's for Broadband upgrade - Cooling off period start point??

Arne-TalkTalk — Tue, 21 Jan 2025 15:33:43 GMT

Hi Jinx247

The cooling off period is 14 calendar days from day after when the order was placed.

Regards

Re: T&C's for Broadband upgrade - Cooling off period start point??

Jinx247 — Thu, 30 Jan 2025 17:26:38 GMT

I'm struggling to see how the cooling off period can expire before having a service provided.

Its out of my hands on how long it takes an engineer to attend site. Isn't this entrapment?

Do I pay for the service before after the full fibre connection goes live?

Regards

Mark Green

Re: T&C's for Broadband upgrade - Cooling off period start point??

ferguson — Thu, 30 Jan 2025 17:34:01 GMT

The cooling off period is intended to protect you if you have for any reason changed your mind and no longer wish to proceed with the new contract. You have different rights if the new service doesn't meet the agreed provisions.

Re: T&C's for Broadband upgrade - Cooling off period start point??

Arne-TalkTalk — Fri, 31 Jan 2025 11:15:50 GMT

You only start to pay when the service goes live.