ISSUES WITH ONE TOUCH SWITCHING AND STILL BEING BILLED

[AndyB88]

Similar to a number of recents posts I have switched from TT, in my case to Vodafone using one touch switching.  This went through successfully and all communications from Vodafone and Openreach indicate my new Vodafone service is up and running.  On the morning of the switch (19/12/24) the TT connection was down and I connected the Vodafone equipment which was setup including new broadband landline number.  

However I am and still being billed by TT.  I have raised this via the chat facility and subsequently raising complaint CMP-815678 and 3 further emails to the ‘Heretohelp’ email.  However so far I have not been able to get my account closed and final bill issued and hopefully refund for the money paid to TT since 19/12/24. 

There have been a number of recent posts for the same issue (eg as below).  Which have been resolved via the community who facilitate the closure of the TT accounts. 

https://community.talktalk.co.uk/t5/Billing/One-touch-switching-saga/td-p/3079914

Please can you help? 

Thanks 

[Arne-TalkTalk]

Happy to help.

[AndyB88]

Thanks Arne.  Refund now claimed.  

[Arne-TalkTalk]

Hi AndyB88

My Account remains active for 12 months so you can access previous bills, the refund owed is the period from the 19th Dec to the 7th Jan 

This has been credited and a refund can be requested via My Account.

Regards

[AndyB88]

Thanks Arne you help is very much appreciated. In my account the January bill is indicating the bill has been paid, I haven’t been charged so assume you have had to do some work around.  In my account it still looks as though I have broadband? I have not had a final bill or been refunded the money already paid 14th December, so by my calculation TT still owes me approx £48?

Please can you advise when a final bill will be issued, the account closed and refund of the money already paid ie since 19th December? 

Thanks again for your help. 

[Arne-TalkTalk]

Hi AndyB88

The account is now cancelled and the outatnding balance has been removed. 

Regards

[AndyB88]

My Account is now showing as overdue and that a further payment will be taken immediately?  Please can you look into this, my account should have been closed on 19/12/2024 and a refund  of the payment covering the period after 19/12/24. There was an article in ‘ripped off Britain’ about the regulator investigating Talktalk about leaving process and actually advised thay the ‘one touch switch’ should be better?!!! 😞 

Please can you sort this out asap.

[Arne-TalkTalk]

I will ask the bill team to pick this up to stop the charge

[AndyB88]

That’s great, thank you.  However does that mean I will be charged for the period 19/12/24 to 19/1/25 approx £57? I am already paying Vodafone and TT connection ceased/was switched over by Openreach on 19/12/24? 

[Arne-TalkTalk]

Hi AndyB88

It appears that the cancellation (switch order) is due to complete on the 19th Jan 25. 

I have asked the provisioning team to progress this ASAP.