Good Afternoon,
Following the bereavement of the original Account Holder in May 2024, TalkTalk agreed to transfer the account to one of the Executors of the Estate until such time as Grant of Probate is secured. A new Account No. was created confirmed by TalkTalk in a Change of Ownership letter date 18 June, 2024.
Whilst the broadband speed was suitable for the original account holder, the increased need to send large files from the property in relation to resolving the Estate means that the current service is next to useless. In May 2024, around the time the original account holder died, TalkTalk offered an upgrade to the account to go to Full Fibre which would be beneficial.
Having contacted the TalkTalk team this afternoon via the chat service I have been advised that there is no possibility of an upgrade to the account and if we want to close the account we will be charged a penalty fee of £170.69. The latter statement seems to be in conflict with the statement in the TalkTalk Change of Ownership letter that states:-
“If the account is in contract you have 90 days, from today's date, in which you can cancel, or downgrade, without a Contract Breakage Fee being applied.”
Could someone please clarify whether or not the Account can or cannot be upgraded because the information in the above email and the advice of the Chat Team is completely in conflict. Can I also get confirmation whether a penalty will apply if we have to switch to a different supplier contrary to the statement above provided by TalkTalk at the time of account ownership change.
Copies of relevant correspondence can be provided.
Staff
Staff
