Changing providers

[Emilypalmer98]

Hi,

Im changing provider due to talktalk always dropping/speeds not as promised.

I am out the contract and in the process of changing providers, can I just cancel my direct debit or do I need to make them aware?

Thankyou!

[Mandisa-TT]

I want to explain how the billing will work around your cease order. The day before your usual bill date, we will review all cease orders.

• If your cease order is set to complete during the upcoming billing period, we will pause the billing for that period.
• However, if your cease order is scheduled to complete after the next billing period, the billing will continue as normal.

For example, if your next bill is due on 1st September and covers the period from 1st to 30th September:

• If your cease order is set to complete between 1st and 29th September, we will pause the billing for September.
• If your cease order is set to complete between 1st October and 30th October, your September bill will not be paused, but we will pause the billing for October.

[Mandisa-TT]

If you do not cancel your direct debit. Keeping it active will make the payment of your final bill straightforward and will allow us to quickly transfer any remaining balance back to you

[Mandisa-TT]

When a cease is placed on the account we now pause the billing on the account. Once the cease order has completed, we will issue the your final bill. This may be issued any time up to your usual bill date.

[Emilypalmer98]

Thankyou

The final bill, will that be regular monthly payments or just the payment until they take over? Assuming they will let you know before the direct debit is due

[Mandisa-TT]

You do not need to provide notice, as they have indicated that they will cancel your services on your behalf. They will inform us of the date they will take over, and that will be the date your services are terminated. After the closure, we will send you a final bill. It is recommended that you cancel your direct debit once the final bill has been issued. Just make sure that the new provider submits the cease request on your behalf.

[Emilypalmer98]

Hi,

Thankyou very much!

I have taken a BT/EE offer, they said they will handle everything etc so I shouldn't have to give a notice, is that correct?

Will I need to stop the direct debit or will this be done on the date they take over?

Many thanks again

[Mandisa-TT]

I have accessed your account and can confirm that your contract ended last year. If you choose to cancel your account independently, we require a 30-day notice period. We will then place a cease on your account, and it is advisable to cancel your direct debit once the final bill has been issued.
 

If a new provider is taking over your account, you will not need to provide a 30-day notice. They can submit an unsolicited cease letter on your behalf, and your services will only be terminated on the date they specify for the takeover.

I will be more than happy to assist you with your speed issue.

[Emilypalmer98]

Thankyou!

[Mandisa-TT]

Hi @Emilypalmer98 I will assist you with your query.