One touch switching saga

[PinkCactus]

I switched broadband provider from talktalk to Vodafone. (As I had unresolved broadband issues with talk talk and nothing was working) 

I initially told talktalk I wanted to give notice, but they said to just sign with another provider and they (new provider) would handle the cancellation directly. 

New providers service went live 12/11 and I have contacted talktalk several times to close my account. 

Today I was told they can’t close it as Vodafone have a switch request on the account - I told them I have switched already and it’s live. Talk talk say they can’t do anything with my account and I will continue getting billed until Vodafone remove the request. 

Vodafone claim that the switch has happened and talk talk need to close the account. From what I understand, Vodafone are responsible for completing the switch but clearly something has gone wrong. 

How is it not possible as the customer to ask talk talk to remove the request and close my account?? 

Vodafone are saying the ONLY way they can cancel it is to cancel my whole contract, which will leave me without broadband. 

[Arne-TalkTalk]

Hi PinkCactus

I can confirm that the complaint is closed. 

The account is now fully closed.

Regards.

[PinkCactus]

Hi,

can you let me know if the complaint is still open? As per my last post, I received a  text message last week saying the complaint was closed?

thanks 

[PinkCactus]

Thank you. 

I received the following text yesterday. I have edited out my name and the complaint reference. 

Can you confirm the complaint is still open? following this message I did receive a summary email from the advisor I spoke to yesterday, and I have also asked her to confirm, as she is the one who opened the case. 

Thanks. 

TalkTalk Update: Hello xxxx, your complaint, CMP-799xxx, has now been closed as we're confident it's now resolved. If you still need to speak to us about your complaint, please get in touch by chatting with us at https://z2.liveper.sn/api/account/45956611/route/campaign/263284132/engagement/5671870350 between 9am - 8pm Mon-Fri. You can find a copy of our Complaints Code at talktalk.co.uk/complaints. TalkTalk is a member of the alternative dispute resolution scheme CISAS, cedr.com/cisas

[Arne-TalkTalk]

Hi PinkCactus

This is with our complaint team, who are working to get the account fully cancelled. 

So sorry its taking so long. 

[Gliwmaeden2]

I'll re-escalate this thread, @PinkCactus.

[PinkCactus]

Still waiting for someone from

Talk talk to get in touch about my account. 

[Gliwmaeden2]

@PinkCactus, sometimes it's the next working day, often 2 or 3 days, and sometimes a week or two.

It's supposed to be in date order of the original post, but there seems to be a certain amount of discretion due to different levels of urgency. 

It's usually better not to keep posting as the workflow treats it as already replied.... so in practice it takes longer to get picked up by staff.

[PinkCactus]

Thank you @ferguson 
How long does it normally take the support team to reply here? 

[ferguson]

@PinkCactus 

It should work that way. But this is a new process which in your case, sadly, seems to have gone awry.

Wait for the support team here to respond and they will help. 

[PinkCactus]

@Gliwmaeden2 thank you. 

I don’t really use the landline so I don’t think I did ask them to take over the number. 

I wish I had just given the 30 days notice like I had intended to do, but they said to just sign up with new provider and it would be done that way 😫

[Gliwmaeden2]

Did you ask Vodafone to take over the phone number, @PinkCactus?

Any gaps in information could cause problems. 

Vodafone is not actually listed under the new One Touch Switching scheme according to Talktalk's article here:

https://community.talktalk.co.uk/t5/Articles/All-about-One-Touch-Switching/ta-p/3054650

 However, Vodafone's own website does state that they are up and running with One Touch Switch....

Maybe Talktalk doesn't realise they are already meant to be talking to each other...... or that advice page needs to be updated.

I will flag this for staff attention as both the Talktalk advice page and your dilemma need addressing.

Your post is in the queue for attention, and staff reply during the day (Monday to Friday).