Odd emails from talktalk after initiating cancelling

[porina]

Earlier today I spoke to someone to arrange for my full fibre service to be terminated at the end of the contract period. I received an email confirming this, with some notes on what to do and what happens next. So far so good.

Since then I've received two further emails that don't make sense. One email subject "we've made the changes you asked for" reads like something that might be sent on change of service to a new one. The latest email subject "your full fibre is live" reads like something sent to someone getting a new connection. I hope this is just a side effect of required actions required to process my termination, but it could be better. 

I wanted to check the planned termination is still in place and there is nothing "new" on my account. There should only be one active broadband service that will be terminating at the end of contract period. Looking in my online account area the contract end date remains as expected.

Thanks.

[nambuso-TT]

Thank you very much for letting us know. Should you require any further assistance, please do not hesitate to contact us. Thank you very much for contacting TalkTalk. Have yourself a lovely day.

Goodbye!👋

[porina]

Hi Amahle,

Thanks for your reply. My primary concerned was addressed via chat on the weekend so no further action is required. If useful, my feedback on the unexpected emails received from your systems can be passed on as something that could be improved on your side.

Thanks.

[amahle-TT]

Hi there @porina, please confirm if you are still experiencing the issue.

[Gliwmaeden2]

@porina the "changes pending" sort of notice is "normal for Talktalk" when leaving. The notice about Full Fibre being live does seem weird, unless they are just reiterating that you've not yet been cut off!

Good to have posted your feedback because "the world according to Talktalk" can take some fathoming. Worst of all are generic emails which are not fine tuned and may have nothing of relevance to the individual at all.

[porina]

Having said I could wait until Monday, since I was online anyway, I did reach out by online chat. They confirmed the termination was still in place. I didn't want to complicate matters asking further about why I got the other emails and left it at that.

Why those extra emails got sent could be an area for improvement on the system.

Given the above, I no longer need my termination checking as it has been done via chat. As feedback, looking at the extra emails getting sent could improve the experience for others who may also encounter similar.

[porina]

Thanks for the reply. Since I've already posted it here, I can wait until Monday for a staff response. It isn't urgent. Have a great weekend.

[Gliwmaeden2]

Forum staff will not be back on here before Monday, @porina.

You are better to phone Talktalk on Saturday or use Chat over the weekend to get this clarified. 

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...

[porina]

I am looking to terminate completely and that is what I have initiated. I only wish to confirm the cancellation is still in place and nothing else is going on given the odd emails I received.

[ferguson]

Is your intention to terminate your broadband service completely, or are you switching to another provider?

Have a look at this help article: 

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