Broadband+Landline - Account Cancellation

[dhwalt1]

My account is coming up for renewal 16th September and after 18 years I am changing service provider. Called TalkTalk and eventually spoke with the cancellation team - they want a cancellation fee because after 18 years giving them one week + 30 days notice is unacceptable. Notice must be 30 days, no more-no less. So, waiting until next week for the cancellation. Not a joke and an unhappy customer!! Can anyone confirm that this is 'normal' practice or just a delaying tactic?

[dhwalt1]

Much appreciated and I do understand they have a problem, when leaving at end of contract can be confused with early termination. To be clear - I will restart this process 17th August and see what happens...

The forum replies are a considerable improvement over direct communication with TalkTalk.

[Gliwmaeden2]

Doing this too early within contract will trigger the system to bill you for an early termination fee, @dhwalt1. It's by default to do that.

It doesn't matter if it's any time within the 30 days before contract end date, except....

After that, leaving it too close to the end, billing will charge out of contract days pro rata. It will always be 30 days if you are not simply switching. So you'd start to build up a few extra £ anyway. 

I'll flag it up for staff to look again at my answer. We don't want any red herrings about renewal dates on this thread as they work completely differently. 

[dhwalt1]

My contract ends 16th September. I do not want to renew. TalkTalk have refused to process my notice of that fact and want a termination fee to start that process. As of today they have 30 days notice plus 11 days i.e. "perfectly OK to send the 30 days notice, some days or weeks before the exact difference of 30 comes up." I used the chat line and spent 90 minutes listening to a sales pitch without having an answer to when they would like to be notified to meet the 30 day requirement - I do not want an immediate termination of contract.

This was a good reply, "Ts&Cs specify 30 days. I understand that if you cancel within the last 30 days, it's waived, so just wait for Talktalk staff to confirm that on here". Awaiting the confirmation. 

In the interim someone from  TalkTalk is going to call me back - probably for another sales pitch. It would be common sense to accept my 41 days notice, particularly after 18 years as a customer. Why these delays?

[Billx]

If the account is coming up for renewal on 16th September, then its perfectly OK to send the 30 days notice, some days or weeks before the exact difference of 30 comes up. That is common sense. As long as the notice specifies the contracted termination date, as the termination date, and not at 30 days from the notice date. One would assume that that is part of standard practice.

Bill

[Gliwmaeden2]

It's simply standard practice, @dhwalt1.

It's made clear with each contract / renewal that early termination fees apply. They have to stick to a standard length of time.

All the details of the cancellation process are made clear here:

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

[dhwalt1]

Thanks for the reply. No new provider. Renewal is 16 September - would a cancellation confirmation around 16th August fit the TalkTalk process? If I cancel today, for 16 September completion, you are asking for a termination fee which would appear to be unreasonable.

[Arne-TalkTalk]

Hi dhwalt1

Sorry that you are leaving us after such a long time. 

30 days is the standard cancellation period, unless you are transferring the number to a new provider in which case ask the new provider to place an order to take your number and the process will begin.

Regards

[Gliwmaeden2]

Totally normal. 

Ts&Cs specify 30 days. I understand that if you cancel within the last 30 days, it's waived, so just wait for Talktalk staff to confirm that on here, @dhwalt1.

It can take a little while to sort out the final bill too, as billing and end of contract date and cease service don't all match up neatly. So leave your Direct Debit in place until you receive a.final bill for £0.00.

Also, remember to return equipment. 

Staff respond Monday to Friday during the day. Your thread is in a queue for attention.