My account has been transferred but TalkTalk keep billing me and won't cancel it.

[Philberto5]

After requesting Vodafone upgrade me to full-fibre broadband my broadband account was moved to them from TalkTalk on 26 August 2025. Since then however TalkTalk continue to bill me and send final demand notices for payment. I have spoken to them many many times but they say the transfer must be completed by Vodafone. I have spoken to Vodafone and they say TalkTalk are to blame and they cannot do anything. This leaves me paying both companies. TalkTalk's copper broadband service has actually been physicaly removed from my house. TalkTalk say they cannot (or will not) cancel my account until they have heard from Vodafone even though it is now 5 November 2025. Why can I not cancel my own account with TalkTalk? Surely this is illegal?

[Mandisa-TT]

@Philberto5 I completely understand the urgency of your situation.

[Philberto5]

Hi Mandisa. Many thanks for your message. I look forward to a quick resolution as I am getting final demand notices mentioning debt recovery agents visiting my home. Plus the threat of legal proceedings being taken against me.

[Mandisa-TT]

I understand, here is the number to our customer service department 03451720088 you can contact them between the times Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed.

YOu will be contacted by our complaint team and they will be able to assist you. 

[Philberto5]

Hi and thanks for the reply. I have phoned TalkTalk so many times I cannot remember the exact number. I have requested personally that my contract be cancelled to be told it is out of my hands and only Vodafone can now do that.

[Mandisa-TT]

Hi @Philberto5 I understand how frustrating it must be to deal with this situation, especially being billed by TalkTalk after the transfer to Vodafone. There was no cease letter place on the account however, I want to assure you that your complaint is open and has been escalated. Our team is currently investigating the matter.

[Gliwmaeden2]

@Philberto5, a switch to Vodafone [or indeed Virgin] still requires you, the customer, to inform Talktalk, so One Touch Switch isn't going to work smoothly:

 

See Talktalk's detailed cancellation information:

https://help-centre.talktalk.co.uk/Manage_account/Leave_TalkTalk/Cancel_your_TalkTalk_service

[fr8ys]

The problem here us probably due to the transfer not being like for like and therefore Bodaphone have probably requested a transfer of a fibre line, not your copper one.

I suggest you phone again and request a cancellation giving notice and at the same time ask to raise a complaint if they won't action from your original Bodaphone installation date.

Giving notice will at least stop more bills after 30 days and then hopefully your complaint will provide the desired effect you seek.