topic Re: Contract end & live chat in Billing

Contract end & live chat

simon1688 — Thu, 26 Sep 2024 12:36:59 GMT

Live chat is so rubbish it takes them so long to reply and they ask you questions not even related to the matter !

My contract ends on October 4th, I will not renew so please do not bill me after the 4th.

Also I would like a seamless transfer which means TalkTalk internet on the 4th then my new provider on the 5th.

Re: Contract end & live chat

Gliwmaeden2 — Thu, 26 Sep 2024 12:51:04 GMT

This can't be done via forum staff.

Though your contract ends 4th October, the service will automatically continue, at full price on a monthly rolling basis.

The billing cycle doesn't usually correspond to the end of contract date, so remains routine.

Talktalk requires 30 days' notice. Check Ts&Cs, as if you are out of contract when you switch, that day counts OK as the cease service date.

But billing is always 30 days ahead, so it takes another month to reflect any days overpaid after the service ceased and if Talktalk owes you any money it needs to be reclaimed by you from My Account using your DD banking details, @simon1688.

Call, rather than using Chat, as Chat requires you to pick up a phone call too. Might as well do this at a time of your choosing.

All details re cancellation processes are in this article:

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

03451 720088 closes at 7pm on weekdays, 6pm Saturday, not open Sunday.

Re: Contract end & live chat

Arne-TalkTalk — Fri, 27 Sep 2024 10:41:49 GMT

Hi @simon1688

Sorry that you are leaving.

Have you contacted a new provider?

They will request the service off us for a seamless transfer, if not, your service with us will continue and so will the billing.

Re: Contract end & live chat

simon1688 — Fri, 27 Sep 2024 17:39:39 GMT

I was expecting a call back within 24 hours but didn't receive one. What's the number I need to call?

Re: Contract end & live chat

simon1688 — Fri, 27 Sep 2024 17:43:23 GMT

They said couldn't do the switch over as could not find my details with TalkTalk.

Re: Contract end & live chat

Gliwmaeden2 — Fri, 27 Sep 2024 21:17:56 GMT

The switch will only work for ADSL / FTTC if you give the NEW provider your landline phone number, @simon1688, and tell them you want to keep it.

All details including the phone number to call and the cancellation process were given in my original reply and link.

Staff will not be back now before Monday.

Re: Contract end & live chat

simon1688 — Sat, 28 Sep 2024 06:09:40 GMT

Can u give me the number I need to call?

Re: Contract end & live chat

Gliwmaeden2 — Sat, 28 Sep 2024 07:36:36 GMT

The only number is the one I gave you in my first reply, @simon1688 !

03451 720088 is open from 9am.

But this is only for cancelling directly with Talktalk, and confirming if you have asked another company to take over the line.

You speak to the Loyalty team / Retentions despite the fact that you are intending to leave.

If you are switching your phone number, the gaining ISP should contact Talktalk for you, and they should be able to identify the account etc from your landline number.

There's nothing more that the forum can do for you over the weekend. Staff are on this board most weekdays, daytime only.

I'll move this to the billing section for you.

Re: Contract end & live chat

simon1688 — Tue, 01 Oct 2024 08:45:47 GMT

I called that number and Nonhlanhla gave me a better deal to keep me on, she said the contact will start on October 1st but I am still getting lower speed today?

Re: Contract end & live chat

Gliwmaeden2 — Tue, 01 Oct 2024 10:00:51 GMT

If you have a problem with your speeds, @simon1688, please post a new topic in one of the service sections of the forum.

It's a separate issue from your contract / bill, so look for Broadband / Fibre / Full Fibre under Help with your Service.

Re: Contract end & live chat

Anonymous — Tue, 01 Oct 2024 12:17:47 GMT

Hi @simon1688

As advised, please can you create a new topic in the broadband section and we can look into this for you.

Thanks

Michelle

Re: Contract end & live chat

simon1688 — Sun, 23 Nov 2025 08:08:04 GMT

Here we are again I spent hours on live chat and they didn't fix my bill. I am suppose to get 6 months half price but you have only applied 4 months. Please can you look into this

Re: Contract end & live chat

Gliwmaeden2 — Sun, 23 Nov 2025 09:09:38 GMT

I'll re-escalate this thread, @simon1688.

Is it the 6 months going forward that is looking like it will be short?

We are around a year past your renewal, so did the first 2 x 6 months work fine?

What aspect is discounted?

Is it an extra reduction on the minimum term tariff or a discount on a boost?

Staff will respond after the weekend.

Re: Contract end & live chat

simon1688 — Sun, 23 Nov 2025 09:13:52 GMT

I got first 6 months discount fine, the second 6 months I got 4x£14.50, 1x£15.45 and 1x£29, the £15.45 and £29 should be £14.50

Re: Contract end & live chat

nambuso-TT — Mon, 24 Nov 2025 07:53:06 GMT

Hi there @simon1688. I am very sorry to hear this. In order to get your bill rectified I will need you to contact our Loyalty department using the below number soi that they would be able to look into this for you. I understand you've been through this with them however in order to get full assistance, please contact them:

03451725157

They are open Monday - Friday 9am- 7pm and Saturday 9am- 6pm

Alternatively, you can use the below live chat link to live chat with them:

https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529