Direct Debit

[Nashota]

Hello,

I'm new to TalkTalk, I just signed up for my online account today and noticed a couple of errors with regards to my name, I managed to resolve one of the issues via webchat but the other was to do with my direct debit, I've tried twice by webchat to have my name corrected on the DD but it's still not been resolved.

I am unable to call due to me having certain health conditions that make it difficult for me to use the phone. Does anyone have any advice, please?

Thanks in advance.

[Arne-TalkTalk]

Hi Nashota

I have requested a bag to be sent to you ASAP. 

Regards

[Gliwmaeden2]

@Nashota,@Arne-TalkTalk can make sure that one is sent out to you.

[Nashota]

I have checked, there's no prepaid bag with it.

[Arne-TalkTalk]

HI @Nashota 

There will be a prepaid returns bag included with the 2nd router, take it to post office when you are ready. 

[Gliwmaeden2]

Meanwhile, @Nashota, it's worth reading this and then check that Talktalk has a note of any particular support needs:

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

[Nashota]

Okie dokie. It's coming today now so I'll do as you've suggested, thanks.

[Gliwmaeden2]

Wait for staff support [after the weekend] @Nashota, in case there's a good reason for the router coming. 

It's not difficult to return a router later. 

[Nashota]

Now I need to bug support about something else, it appears that TalkTalk are sending me another router but I have no idea why? Everything's set up, I have had some short drop outs today but nothing major.

I'm assuming I that I need to let support know and then refuse the delivery when Royal Mail bring it?

[Nashota]

Yeah I think I'm going to, it was a pain trying to sort it out, I think I was on webchat for 2 hours or more.

Thanks for the responses @Gliwmaeden2 

[Gliwmaeden2]

I would kick up with Virgin, @Nashota. They should have taken notice when you gave it. Really poor.

[Nashota]

I initially tried to give VM 30 days notice 30 days before my contract was due to end, they said that TalkTalk had already told them that I would be switching on the 25/03/25 and that they would wait for TalkTalk to let them know that my services were live, I've now found out that it wasn't done by OTS at all, it's a new line and according to a support person on here and via text I need to speak to VM, which is what I've been doing and now they are saying that they are coming out with other things about the OTS and I'm really confused honestly and saying that they now need to manually put 30 days notice in and it appears I may even incur charges...

I feel that TalkTalk and VM were both at fault because even I thought it was OTS when I was speaking to the salesperson from TT, but to be fair, VM should have taken my 30 days notice when I gave it and should have realised it wasn't OTS.

It's made me very anxious and caused my chronic headache to become worse. 

Edit - The person I spoke to via webchat has said the services will be terminated at the end of April, I have just paid a bill which I think covers that but I will however be making a complaint about it because I shouldn't have to pay for anything as it's not my mistake, the person should have accepted my notice when I gave it.

[Gliwmaeden2]

@Nashota, when it's the other way around, so leaving Talktalk to go to Virgin, you are asked to inform Talktalk. 

 

I would imagine that there's a similar requirement for you to tell Virgin when moving to Talktalk. 

Check Virgin's own advice pages.

These companies use different infrastructure, so One Touch Switch is not reliable etc.

[Nashota]

I also have another query as well, I don't want to start making multiple threads so I'm hoping support can help/advise me as it's making my anxiety worse.

As well as the query about the direct debit, I've been trying to find out if TalkTalk have let VM know that my services are now live with TalkTalk because VM haven't yet terminated my services and I'm a bit concerned about incurring charges as I'm obviously now out of contract with VM and my next bill would be almost £100 which I cannot afford (it was £56 previously because I had a discounted bundle) and is partly why I switched to TalkTalk.

[Nashota]

I had a look, I'm wondering if it's something that I can use as it appears to be more for blind/deaf/non-verbal, mines more to do with my mental health which causes me to struggle to be around and speak to people verbally, if that makes sense.

[Nashota]

Thanks for the response, I'll have a look.

[Gliwmaeden2]

@Nashota try the Text Relay service which is explained via a link, lower down, on this page:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Same opening hours as for telephone.