topic Re: Cancelled on 2nd. No router envelope sent, no cancellation on email and now on my credit record. in Full Fibre

Cancelled on 2nd. No router envelope sent, no cancellation on email and now on my credit record.

alanairey123 — Sat, 09 Aug 2025 20:40:04 GMT

I cancelled the day after my contract ended. 2nd August. I'm leaving my house and I asked for a final bill. They haven't sent me a final bill, they haven't sent me the envelope to put the router back in and I've got no cancellation confirmation. What is the point of calling the phone line if I'm being ignored and lied to? I'm moving out in a week and I won't be able to return the equipment if they don't send it. My direct debit is still active but I've been told by the credit agency they've put TalkTalk on my credit record 4 years AFTER being their customer. Someone get in touch with me and confirm cancellation before I contact the ombudsman. I want to confirm my line cancellation.

Re: Cancelled on 2nd. No router envelope sent, no cancellation on email and now on my credit record.

Gliwmaeden2 — Sat, 09 Aug 2025 21:43:48 GMT

@alanairey123, if you are simply leaving, you do have to give Talktalk 30 days' notice.

You are therefore billed for the forthcoming 30 days, and it gets complicated as it won't usually sit nicely with your billing cycle - the end of contract date is only relevant because in the months prior to the final month there's always early termination fees to pay.

If you waited till after it ended, the subsequent 30 days are at full price.

It gets quite complicated getting the final bill sorted out, and the way dates work out you can sometimes end up being in credit and claiming some back as a refund.

Staff will be able to check the status of the cancellation of the service for you, so check back during the day tomorrow.

Access the community forum profile area via your avatar; settings....

Add your new address in Private Notes. Don't alter the original details in Personal Information as staff use these to identify your account. Lower down in Personal Information, find Private Notes and add your full new address there. SAVE CHANGES.

Staff will be able to then send a returns bag to your new address, so keep the router with you when you move so that you are able to post it back.

Re: Cancelled on 2nd. No router envelope sent, no cancellation on email and now on my credit record.

nambuso-TT — Mon, 11 Aug 2025 07:34:28 GMT

Hi there @alanairey123 I am very sorry to hear this. Looking into your account I can see that you placed a cease on your account however it is showing as rejected. Please contact the retentions department so that they would be able to look into this for you should you wish to place another cease.

03451720088

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

Re: Cancelled on 2nd. No router envelope sent, no cancellation on email and now on my credit record.

alanairey123 — Mon, 11 Aug 2025 08:02:56 GMT

I shouldn't be surprised that TalkTalk can't even do the basics correctly. They hounded my mother in law after her husband died and wouldn't let her do anything to the account until solicitors intervened. They made a terrible life experience even worse. I wouldn't ever be with TalkTalk by choice, they just bought me up when consuming other ISPs. I'd never be with this organisation, we're just a number and just a bank account to raid. If they were an actual genuine company, they'd give a postal address to cancel. Rejecting my cancellation request must be against the rules somehow and by logging it here, has given me evidence to my solicitor to build a case. Thank you.

Re: Cancelled on 2nd. No router envelope sent, no cancellation on email and now on my credit record.

nambuso-TT — Mon, 11 Aug 2025 08:07:54 GMT

I understand how you feel however if you contact them they would be able to explain the reason why your cancelation request was rejected. I do apologize for any inconvenience.