topic Re: Direct Debit in Billing

Direct Debit

Nashota — Thu, 27 Mar 2025 16:36:15 GMT

Hello,

I'm new to TalkTalk, I just signed up for my online account today and noticed a couple of errors with regards to my name, I managed to resolve one of the issues via webchat but the other was to do with my direct debit, I've tried twice by webchat to have my name corrected on the DD but it's still not been resolved.

I am unable to call due to me having certain health conditions that make it difficult for me to use the phone. Does anyone have any advice, please?

Thanks in advance.

Re: Direct Debit

Gliwmaeden2 — Thu, 27 Mar 2025 18:14:15 GMT

@Nashota try the Text Relay service which is explained via a link, lower down, on this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Same opening hours as for telephone.

Re: Direct Debit

Nashota — Thu, 27 Mar 2025 18:24:14 GMT

Thanks for the response, I'll have a look.

Re: Direct Debit

Nashota — Fri, 28 Mar 2025 08:07:49 GMT

I had a look, I'm wondering if it's something that I can use as it appears to be more for blind/deaf/non-verbal, mines more to do with my mental health which causes me to struggle to be around and speak to people verbally, if that makes sense.

Re: Direct Debit

Nashota — Fri, 28 Mar 2025 08:41:16 GMT

I also have another query as well, I don't want to start making multiple threads so I'm hoping support can help/advise me as it's making my anxiety worse.

As well as the query about the direct debit, I've been trying to find out if TalkTalk have let VM know that my services are now live with TalkTalk because VM haven't yet terminated my services and I'm a bit concerned about incurring charges as I'm obviously now out of contract with VM and my next bill would be almost £100 which I cannot afford (it was £56 previously because I had a discounted bundle) and is partly why I switched to TalkTalk.

Re: Direct Debit

Gliwmaeden2 — Fri, 28 Mar 2025 12:47:43 GMT

@Nashota, when it's the other way around, so leaving Talktalk to go to Virgin, you are asked to inform Talktalk.

I would imagine that there's a similar requirement for you to tell Virgin when moving to Talktalk.

Check Virgin's own advice pages.

These companies use different infrastructure, so One Touch Switch is not reliable etc.

Re: Direct Debit

Nashota — Fri, 28 Mar 2025 14:24:33 GMT

I initially tried to give VM 30 days notice 30 days before my contract was due to end, they said that TalkTalk had already told them that I would be switching on the 25/03/25 and that they would wait for TalkTalk to let them know that my services were live, I've now found out that it wasn't done by OTS at all, it's a new line and according to a support person on here and via text I need to speak to VM, which is what I've been doing and now they are saying that they are coming out with other things about the OTS and I'm really confused honestly and saying that they now need to manually put 30 days notice in and it appears I may even incur charges...

I feel that TalkTalk and VM were both at fault because even I thought it was OTS when I was speaking to the salesperson from TT, but to be fair, VM should have taken my 30 days notice when I gave it and should have realised it wasn't OTS.

It's made me very anxious and caused my chronic headache to become worse.

Edit - The person I spoke to via webchat has said the services will be terminated at the end of April, I have just paid a bill which I think covers that but I will however be making a complaint about it because I shouldn't have to pay for anything as it's not my mistake, the person should have accepted my notice when I gave it.

Re: Direct Debit

Gliwmaeden2 — Fri, 28 Mar 2025 14:23:53 GMT

I would kick up with Virgin, @Nashota. They should have taken notice when you gave it. Really poor.

Re: Direct Debit

Nashota — Sat, 29 Mar 2025 19:08:52 GMT

Yeah I think I'm going to, it was a pain trying to sort it out, I think I was on webchat for 2 hours or more.

Thanks for the responses @Gliwmaeden2

Re: Direct Debit

Nashota — Sun, 30 Mar 2025 08:50:57 GMT

Now I need to bug support about something else, it appears that TalkTalk are sending me another router but I have no idea why? Everything's set up, I have had some short drop outs today but nothing major.

I'm assuming I that I need to let support know and then refuse the delivery when Royal Mail bring it?

Re: Direct Debit

Gliwmaeden2 — Sun, 30 Mar 2025 09:52:00 GMT

Wait for staff support [after the weekend] @Nashota, in case there's a good reason for the router coming.

It's not difficult to return a router later.

Re: Direct Debit

Nashota — Sun, 30 Mar 2025 12:21:54 GMT

Okie dokie. It's coming today now so I'll do as you've suggested, thanks.

Re: Direct Debit

Gliwmaeden2 — Sun, 30 Mar 2025 12:29:00 GMT

Meanwhile, @Nashota, it's worth reading this and then check that Talktalk has a note of any particular support needs:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

Re: Direct Debit

Arne-TalkTalk — Mon, 31 Mar 2025 06:51:18 GMT

HI @Nashota

There will be a prepaid returns bag included with the 2nd router, take it to post office when you are ready.

Re: Direct Debit

Nashota — Mon, 31 Mar 2025 07:41:45 GMT

I have checked, there's no prepaid bag with it.

Re: Direct Debit

Gliwmaeden2 — Mon, 31 Mar 2025 07:43:16 GMT

@Nashota,@Arne-TalkTalk can make sure that one is sent out to you.

Re: Direct Debit

Arne-TalkTalk — Mon, 31 Mar 2025 08:10:05 GMT

Hi Nashota

I have requested a bag to be sent to you ASAP.

Regards

Re: Direct Debit

Nashota — Tue, 08 Apr 2025 12:00:50 GMT

I just thought I'd update this.

So after some messing about a support person on the VM forums finally dmed me, he looked into everything and once I again explained to him that it was a new line not a switch over etc went away and came back and acknowledged that we hadn't used VM since the day after we had the new line installed (something kept connecting to it so I turned the wifi off on it), he offered to bring the line disconnection forward to the 08/04/2025 (today) and said that I'd receive a refund and would only be charged for I believe the one day.

The services appear to be now terminated. I don't know why they couldn't have done this when I spoke to them via webchat instead of trying to make me wait 30 days and charging me, the mistake was between VM and TT, not me.

At least it seems to be sorted now, I just need to wait for the refund.

Re: Direct Debit

sabelo-TT — Tue, 08 Apr 2025 12:15:30 GMT

@Nashota , thank you for this feedback and we do apologise for any difficulties you went through with resolving this matter.

Do you still need to update your direct debit details registered to your TalkTalk account? 🙂

Re: Direct Debit

Nashota — Tue, 08 Apr 2025 15:09:24 GMT

The name hasn't updated in my TT account for the DD, so I don't know what's going to happen when TT try and take a payment? I don't understand why the person I spoke to from TT entered it the way that they did.