Issues with One touch switching and still being billed

[Zeebee91]

Hello,

I hope you are doing well. I was contacted on Trustpilot to reach out to you on here regarding an issue with my broadband service.

I recently switched my broadband to Zzoomm Broadband using the new one-switch service. I was experiencing poor signal strength from your router and an unreliable service upstairs. Moreover, with the recent birth of my baby, I was unable to use my baby camera and other devices due to the service, which I urgently needed I tried contacting you by phone with the issue but could never get through Therefore, I decided to switch.

However, I have not received confirmation that you have turned off the TalkTalk service. I only received one email from TalkTalk when I signed up for Zzoomm Broadband, which I mentioned to you. I was informed that the cancellation fee would be waived due to the poor service, but I have not received any confirmation that my service has been canceled.

Considering it’s Christmas time, I would greatly appreciate it if you could verify that my service has been canceled. I do not want to continue receiving bills for a service that I no longer have. The Zzoomm engineer has already removed the BT Open Reach modem and TalkTalk router.

Thank you for your attention to this matter.

Sincerely,

[Zeebee91]

Yes I still have the equipment they removed the equipment when fitting there box and router for the new service apparently the switch as got stuck in the system on talktalk side as I’ve been in touch with zzoomm and they have done everything there side 

[Gliwmaeden2]

So the engineer left the router with you?

Not clear in the first post, @Zeebee91.

Staff will not be back on here before Monday. Please don't post on another customer's thread meanwhile as it doesn't get attention any sooner.

Duplicate posts get moved out of the way to reduce unnecessary work on the forum.

[Zeebee91]

Hi I did contact talk talk myself in the 16/12 who confirmed it had been closed  but spoke again to them today concerning the final bill to say it hasn’t closed

 

and I still have the router zzoomm timed the bt modem and bt wires to the house 

[Gliwmaeden2]

@Zeebee91, I'll re-escalate this for you, but the advice normally given is to check with Talktalk yourself, despite the promises of One Touch Switch doing it all for you.

Please see these instructions:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Particularly:

 

 

 

The number to ring is always 03451 720088. 

I'd be a little worried that the Zzoomm engineer cleared off with the Talktalk router. It's normally something that should be returned by you, the customer, and Talktalk then records it. Otherwise there's a potential £50 charge for each bit of equipment. 

So something needs to be put in the notes in your account about that!

[Zeebee91]

Hi hope you had a good Christmas do you know how long it takes for a reply as still not heard anything yet 

[Zeebee91]

Thanks you for letting me know I’ve added the details to my profile 

[Divsec]

Hi @Zeebee91 your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.