topic Re: Forced to cancel due to move in Fibre

Forced to cancel due to move

karstdejong — Thu, 30 Nov 2023 13:45:14 GMT

After talking to chat agent earlier this week, it appears that my new property does not have services available and there is no option to send an engineer out either. Really disappointed about this and frankly rather surprised as I am only moving 10 minutes down the road. Are there specific restrictions to the Fibre 35 contract that I have that would prevent such a move?

Re: Forced to cancel due to move

Arne-TalkTalk — Thu, 30 Nov 2023 14:23:21 GMT

Hi karstdejong

It sounds like there is no physical line at the new property what happens when you search the new address on our fibre checker https://new.talktalk.co.uk/broadband/fttp

Re: Forced to cancel due to move

karstdejong — Thu, 30 Nov 2023 14:29:12 GMT

I checked it there and it is giving me the option to go from Full Fibre 150 to Fibre 65. So I don't really understand why I was told nothing could be done?

I sent you a private message with the address Arne.

Re: Forced to cancel due to move

Arne-TalkTalk — Thu, 30 Nov 2023 14:37:23 GMT

When you spoke to us earlier was it with the homemove team? I cant see any reason why the service cant be transferred.

Re: Forced to cancel due to move

karstdejong — Thu, 30 Nov 2023 15:07:20 GMT

I did over chat, yes. The agent looked and apparently the system told them that the transfer was not possible? I have a contract until December next year so I would really prefer to stay. And if I need to upgrade then that's no issue at all for me.

Re: Forced to cancel due to move

karstdejong — Sat, 02 Dec 2023 11:32:43 GMT

Has anyone experienced this perhaps? Having to upgrade in order to facilitate a move? Just wondering if there any other option then cancel here.

Re: Forced to cancel due to move

Arne-TalkTalk — Fri, 08 Dec 2023 11:44:50 GMT

Terms and conditions say:

17.2 We’ll try our best to transfer the services but, if we can’t transfer some or all of them, and any are in the minimum period, you may have to pay the charges to the end of the minimum period.