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Charged for 2 contracts

Sgunn
Chatterbox
Message 6 of 6

I recently changed contract from Faster fibre to Fibre 65.

I wasn't liable for any exit fees as my Faster Fibre contract had ended.

This month my bill shows that I am being charged for both contracts? Shouldn't the Faster fibre one have been cancelled when the new Fibre 65 took over? 

5 REPLIES 5

Sgunn
Chatterbox
Message 1 of 6

Hi @Arne-TalkTalk

Thanks for your reply

Unfortunately we don't have a land line phone so am unable to do that.

When we took the new Fibre 65 contract an engineer came out which I thought was odd as we were already with talktalk and already had the correct router/hub.

Are you able to cancel the old faster fibre contract?

Thanks

 

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Message 2 of 6

Hi @Sgunn

 

It looks like a new number was installed on the line, can you dial 17070 on your landline and note down the number that is read back. 

 

Add it to the private notes section of your profile. 

 

Thanks 

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Message 3 of 6

Hi @Sgunn

 

I can investigate, I first need to confirm some security questions. 

 

I have sent you a PM on the community. 

 

Regards
 

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Sgunn
Chatterbox
Message 4 of 6

Hi

Thanks for your reply.

Yes I did wonder that but the new service took over on June 21st so would only have had a couple of days in the billing period on the old contract. On my account both contracts seem to be active.

I will keep an eye out for a Talktalk reply

Thanks! 

Gliwmaeden2
Community Star
Message 5 of 6

Check the details, @Sgunn.

 

The bill may show a mixture because the billing date and the day you upgraded and started the new contract are usually not the same. 

 

It's possible that you had x number of days with the old payment schedule and y on the new schedule so both will be mentioned retrospectively, sorting out the right balance from last month and charging you at the new rate for the forthcoming month.

 

Staff will not now reach this thread before next week, as they respond during business hours Monday-Friday. 

 

Please look out for their reply after the weekend. 

 

You can also seek clarification through Chat.  The link and opening hours are detailed on this page:

 

https://community.talktalk.co.uk/t5/Articles/Our-update-on-Coronavirus/ta-p/2468300

Gliwmaeden2, a fellow customer.
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