Final bill

[JakeP1]

Good evening,

After being a TalkTalk customer for many years I have decided to leave due to really poor wifi issues that has been going on for some time. 

The issue I have is with my final bill which is £118.54. I have seen the breakdown of the bill and its a little confusing.

fibre 25 until 7th July £14.29 < this part is fine as that is me paying for the service that I have used my account should be closing on the 4th July.

fibre 25 8th July - 24th July £20< this is odd seeing as my contract with you is ending on the 4th July so why would I still be paying for this.

Add ons unlimited landline calls £8< this has always been free on my account ( not that i have ever used the home phone, we don't even have one) so again not quite sure as to why this has been added to my final bill.

now the worst part. 

Engineer appointment £75< we had a engineer come out to check our equipment because of the lack of service on the wifi, he confirmed that our equipment was all in working order and we even got a screenshot of his test results. On booking the engineer out this was done through live chat, the operator confirmed that we wouldn't be charged for this appointment. ( again I have a screenshot of this) I also got a email through a few days later letting me know that you have fixed something on my line, so that shows that the fault wasn't on my end. 

this has been such a shame because had the service been of an ok level we would have stayed. Both me and my wife are starting online courses so need a reliable connection. (we are already both behind on our work because of this and very stressed.)  

I thought I would post here because this forum seems the only positive part of TalkTalk and I have little faith with the live chat seeing as they clearly lie.

many thanks in advance.

Jake.

[Gliwmaeden2]

Top right, click on a number showing next to your avatar, @JakeP1. Then click on the message envelope. 

Do it asap, as PM links are time-limited.

[JakeP1]

Hi Arne! 

For the life of me I can't see where the private messages are how do I find them.

Many thanks. 

[Arne-TalkTalk]

Hi @JakeP1

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

[AllyM]

 @JakeP1 ,

If you have signed up with another provider and asked them to take over the line then they should give you a date for the switchover to take place, at which point your service with TalkTalk will end. Until that point TalkTalk will continue to bill you a month in advance as normal (and at full price for package and any boosts after the contract period end date as @Gliwmaeden2 says). Any overpayment from the time your switchover happens will be credited back to you in the next month's bill.

You don't give any detail of the "WiFi issues" you were having but switching provider isn't necessarily going to fix that. Unless the TalkTalk router is actually faulty, they can't be responsible for the WiFi performance in your house which can be due to any number of factors outwith an ISP's control.

Hopefully, staff will look into the Engineer charge for you though. Chat operators shouldn't be promising that the Engineer visit will be free of charge, but if they did then I would be expecting TalkTalk to honour that.

[JakeP1]

Hi there, thanks for your response.

I know the staff won't respond over the weekend that's fine.

The 30days notice I'm not too sure about that. The guy I spoke to on the phone from talktalk said I had 2 options when leaving. 

1 being the 30days notice or 2 connecting with a new provider through a compare like site as long as I add my landlines number it will make it much quicker than the option 1. (Which I did) also he said it would cut out the 30 days wait. The only provider they couldn't do it with was virgin.

Plus if I am left without a service than that really is my problem & can also cope with that.

Thanks.

[Gliwmaeden2]

30 day notice period which includes a period at full price, including expiry of a calls boost discount.

Staff will look into the engineering charge for you, @JakeP1, but the rest looks valid.

Check Ts&Cs re cancellation notice period (link at the foot of the page).

Your contract would simply have rolled on at full price after it ended to avoid leaving you without a service. 

Staff will be back after the weekend.