Cancel my contract?

[jebus1967]

Hi I'm having a spot of bother cancelling my contract. I tried to do it via live chat, they said they couldn't do it and retentions would need to speak to me first. I don't want to speak to retentions. I'm not staying! I want to cancel both my landline phone (that I haven't used in over a decade anyway) and my broadband. My 5G Unlimited Data SIM (from another provider) is plenty fast enough! I tried calling, but 'no' you're closed!

I feel like I'm being messed around! So as a precaution, I cancelled the direct debit anyway! I'll settle up with you what I owe once someone from there sees fit to do what I've asked. Thanks!

[Mattregan]

Just sharing my experience for others to read. Even the automated request for feedback doesn’t work properly 🤣not that the public would see it ..

30 seconds to share and even if 1 person is aware of what to expect t it’s 30 seconds well spent

Bank is taking care of the DD until it’s sorted ..

[ferguson]

@Mattregan 

Sorry to see this. But posting on someone else's thread won't help you. And I'm afraid the support team here are not in a position to help former Shell Energy customers at all. You need to pursue any issues directly with customer services and ask specifically for the Shell Migration team.

[Mattregan]

Absolute nightmare … I am out of contract and should have been transferred over by my new supplier ..already started with my new supplier .. talk talk say they haven’t received any instruction to cancel … but flat out refuse to cancel my broadband even though I’m out of contract … I keep getting passed to another operator … none of them will cancel … going to have get third party advice as I’m not cancelling a direct debit … change every 2 years … worst experience I’ve ever had with a utility company .. only thing I can think of is I’m a shell customer that was transferred over mid contract … 

[Michelle-TalkTalk]

Good morning,

Thanks for the update.

Michelle

[jebus1967]

I've returned your equipment. HZ911477952GB

[Chris-TalkTalk]

Hi jebus1967,

The returns bag is on order, it should be with you within a few days. I'm sorry for the delay

Chris

[jebus1967]

I still don't have a returns bag, even after asking twice here and once on live support. I wish to safely dispose of your equipment. If I take it to a local recycling centre, will I be charged for this? I have paid my final bill.

[Karl-TalkTalk]

Hi

As the returns bag was ordered by Debbie on Friday, it can still arrive later today or tomorrow.

Karl.

[jebus1967]

Hi Debbie. I still haven't had a bag and it's been more than 72 hours. I really would rather be free of this stuff. It's taking up valuable space in my home. Can I just safely dispose of it? Will I be charged if I do this? I have two routers and the fibre box thingy, as well as other e-waste associated with my time with you over many years. I would like to be free of it, even just for peace of mind.

[Tez2012]

Live chat just tried to badger me into cancelling my contract even though my contract had expired. Anyway if you are switching providers you should be able to cancel it through them as they link to your talktalk account number and cancel for you.

[Debbie-TalkTalk]

Hi @jebus1967 

I've requested that a returns bag is sent, please allow 72hrs for this to arrive.

Thanks

Debbie

[jebus1967]

Hi, please send me a bag so that I can return your router and other equipment.

[Arne-TalkTalk]

Hi jebus1967

The cease is due to complete on the 14th October.

[jebus1967]

No it's fine. They said I'll be finished by October 1st.

[Gliwmaeden2]

But your 30 day notice period and monthly billing cycle won't necessarily be the same. 

If you give notice, say 14th September, but your billing period is to eg 21st, there could be another bill after that, telling you whether you are owed something back.... then, what they call the final bill, for £0.00, could be the one in November, @jebus1967.

It takes a while to shed them completely! 

[jebus1967]

Nah. I'm good. Been out of contract for a lot of years. But thanks. 😊

[ferguson]

@jebus1967 

An added thought: depending on your billing cycle, there may be further payments due along the way. Make sure to pay any bills on time, rather than just waiting for that "final" one. 

[ferguson]

LOL no worries from me either, I am just another customer trying to help, no vested interest here!

And despite being known as the "retentions" team, well yeah, it's inevitable that they will try to encourage you to stay. But if you make it clear that you are intent on leaving they are the same place you will end up when you select "cancellation" as your reason for calling. 

I hope it goes smoothly, do let us know.

[jebus1967]

OK then, I'll use the card payment option as soon as they issue my final bill. No worries. "So long, and thanks for all the fish!", so to speak ...

[Gliwmaeden2]

@jebus1967,

Chat can't fully process cancellations, and you then need to pick up a phone call from Talktalk, so you might as well phone them at a time that suits you.

The department you speak to is called Retentions / Loyalty team  / Better Value team, because they obviously want to hang onto you, but that is the correct department to be calling.

They will be open 9am - 6pm Saturday. Not open Sunday. Open Monday to Friday, 9am - 7pm.

Instructions for cancellation:

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