Faster Fibre Order - Escaping is not for the faint hearted!

[swiflee]

Hello Everyone,

Ordered a new Fibre 65 BROADBAND ONLY line last Thursday (3rd March 2023) with 18 month contract. Advised install would be around end of March 2023. During my order I was assured a callback on Monday (7th March) to confirm whether the April 2023 price increase would apply.

Obviously the call did not happen so I am looking to exercise my cancellation right within the 14 cooling off period as nobody seems to know.

This cancellation has lead to a whole host of other issues which I wanted to share with new customers and the excellent mods on here.

1. FTTP (0345 172 0074) and FTTC (0345 172 0088) are two different departments on two different numbers but the security check questions are the same. As there is no telephone number associated with the account (isn’t that the point of broadband only?) how can I give this information? Have I misunderstood something?
2. There is no account number printed on the generic contract documents I have received by email. In-fact there is no identifiable information for me to register on the portal at all.
3. The email address I have received the generic documents on is not the one which is apparently registered. Remember it is one email address per TT account.
4. The generic contract points me to the number ending 0074 for cancellation which I am failing security on as there is no telephone number or account number.
5. Raised as a complaint on a call attempting cancellation. Complaint open and closed during the call. Statistics box ticked but problem unresolved?
6. Written Complaint requesting cancellation to concerns@talktalkplc.com. Response today has been to redirect my query back to the FTTP number above including my telephone number, account number and postcode. Back to point 1…

Fortunately my existing broadband and line is with another provider which I have not cancelled as yet so I won’t be internet-less.

If you are dependant then think carefully.

I will post updates as this moves along but my experience so far is that to escape is not for the faint hearted…

Regards,

swiflee

[swiflee]

@ferguson - Thank you. Apologies I didn't realise you were a mod. 🙂

[ferguson]

OK, I have moved this to the Billing section for you. Hopefully the support expert there can try to help you with this. 

[swiflee]

Tried again to cancel without success. I'm guessing that the email address they have for me on the system is not the one they sent the contract to or there is a typo somewhere.

@jaspertat All I can do is serve notice by all the various channels and keep a record that it has been done.

@ferguson Thanks for the support. It's such a shame that this is how they work. #sigh

[ferguson]

You think that's a good way to cancel an order?

[jaspertat]

You can write to TalkTalk. Go to the bottom of this page, download the "Terms and Conditions" and look at section 19. It will probably save you hours of frustration trying to get any sense out of TT's abysmal customer support.

[ferguson]

I understand your frustration. If you are not an existing customer then clearly the phone number question does not apply. They should be able to identify your order using name, address, email details etc. Do keep us posted, as you said.