Full fibre upgrade and contract termination

[erica2]

Hi,

i have received an email telling me that I am being upgraded to full fibre and my existing contact will end on 30 Nov. 

The email states that I am free to switch to another provider without any termination charges. 

i would like to do this as I have had an issue with my broadband that talk talk have failed to resolve since July and I keep having to open a new ticket when it isn’t resolved. I go through the same conversation and alleged fix that doesn’t work  everytime. 

question: can I leave now or do I need to wait til Nov 30

[Arne-TalkTalk]

Hi erica2

Ive checked the account and there is no cease going through, there was a request but that was cancelled in mid September, So the line is still active and another provider can now request to take over the line and number. 

Regards

[erica2]

Thank you Arne,

And how do I find out what the current situation is:

• Is there a cease on the line?
• If so, what is the termination date?

Many thanks

Erica

[Arne-TalkTalk]

Hi, if there is a cease on the line, we can stop that and that will allow the new provider to claim the line and number.

[erica2]

Hi Arne 

I did that but then the new provider cancelled the order as openreach said there was an active order on my line. 

So I have cancelled the openreach engineer from talk talk and I have received a text message confirming that cancellation. 

Would you be able to confirm that the line is still due to be terminated on 30.11.23. I have received no other information or correspondence from TalkTalk other than this message:

‘We have contacted you to understand why you are looking to cancel the order. Please note all copper connection will be disconnected automatically on the 30.11.2023 if the Full Fibre migration is done successfully.’

The way I read this is that copper will be disconnected IF the migration occurs successfully - which it obviously won’t as I’ve cancelled the appointment. 

If you can’t do that may I ask that you send this message to the appropriate community help person please? 

I need clarification as I need to know that my contract with talk talk will end then and not may24 which is what it says on my account. 

Thanks 

[Arne-TalkTalk]

Hi erica2

Sorry that you have decided to leave.

As you are not on Full fibre, the easiest way to cancel and retain your number is to contact another provider and ask them to take over the line this will start the migration process. 

Regards.

[erica2]

Thanks @Gliwmaeden2 .

To update following my phone call with talk talk today.

I'm posting this in case anyone else has the same questions.

I was referred to the loyalty/cancellation team.

They offered to cancel the full fibre switchover and let me stay on my current plan (due to end May 24) but had no resolution for my ongoing low speeds since the end of June that have failed to be resolved by the technical teams. There was no offer to look this further!

After managerial review thay said that I did have a right to cancel without penalty as per the email information I had received (see attached).

This takes 6 days, following which the servcie is disconnected and I cannot keep my home phone number, I have to return all equipment and there are no fees.

This is OK - essentially there is no financial penalty but I do find it unhelpful that I can't keep my home phone number, I will also have to arrange a date for a new broadband connection and then call talk talk again 6 days prior in order to cancel my talk talk contract. This seems very cumberome and I wonder how well that will go....

They did offer to cancel there and then this afternoon however I haven't found an alternative provider yet

[Gliwmaeden2]

You wouldn't need to wait till 30th November if your current contract ends then anyway - giving notice in the last 30 days would suffice. 

If you simply switch to another FTTC service, make sure that you ask to keep your number. If switching to Full Fibre you'll need to check the situation for VOIP with the new company. 

Once you have made your decision it's essential that you also ring Talktalk yourself, as switches are more complicated these days and you need to ensure that the promise of no early termination fees is honoured.

You can't do this through Chat, @erica2. Phone 03451 720088 Monday to Saturday. After 9am. Not open Sunday nor evenings after 7pm (not after 6pm on Saturday).

If you need further clarification, wait for staff to pick up your thread after the weekend.