Emergency Situations - Account 1010450066

[AilsaAston]

I recently had on house fire on 2 June 2025. On trying to cancel my service on 9 June, following a long call relating to me explaining the situation, I was told my service would be cancelled. However, on discovering that I had moved out of my home due to the fire, I was transferred to the home relocation team. I am currently homeless, staying with family. 

After explaining the situation again, I was told that due to not providing 28 days notice, my service would have to run until 9 July. Firstly, I had no pre-warning of the fire and secondly, it is not something anyone would want to experience. 

Surely Talk Talk must have a policy/procedure for emergency situations? I have lost practically everything I own and could do without having added cost for a service I do not have. I would appreciate any advice. 

Kind regards

Ailsa

[Gliwmaeden2]

@AilsaAston, Talktalk doesn't do short term contracts.

Keep aware that if you then move out of this accommodation you can use the Home Move team and either pay their moving fee or take out yet another contract.

Using the Home Move team to arrange things, you avoid early termination fees. 

Termination fees otherwise apply if you need to cancel before the end of a contract, including if Talktalk can't supply the service at new accommodation. It's rare but does occasionally happen. 

When your refund is made, you'll need to claim it back from My Account. It's not sent directly to your bank.

[AilsaAston]

Good afternoon

Following cancellation of my services at my address which had a fire, I have received my final bill and been notified that I will receive a refund for the amount charged after the cancellation date of 9 July. 

I am now in temporary accommodation for at least three months and would like to have broadband only set up as soon as possible at this property (details of which can be provided). 

Please could you advise as to how I can arrange installation quickly as I do not seem to be able to apply until my refund has been made? 

Kind regards

Ailsa

[Gliwmaeden2]

Good to have that clarified for the OP as they have already had enough stress!

[Philile-TT]

@Gliwmaeden2 "we can only make amendments once the final bill is out for now, please wait for the account to be fully cancelled" I thought maybe this line will be clear to the customer that they don't need to do anything up until the account is fully cancelled. No amendments can be made onto the bill up until the final bill is on the system so even if the customer receives a late payment fee we will look at that when the "final" bill is out. Thanks. 

[Gliwmaeden2]

@Philile-TT, to be clearer for the customer and viewers, the customer is going to have to pay the full amount billed, in order to avoid a "late payment fee"?

Once the service is fully ceased on 9th July, another bill is generated which will refund both the excess paid and the period since the OP gave notice about the fire?

I think the original impression given in a reply from @mandisa1-TT was that it would be waived, but can this be done by Talktalk crediting the customer's account now, which was the previously implied?

The whole point was that nothing was affordable in the first place due to the circumstances. 

It can take a long time for a final bill to be produced to sort this out retrospectively. 

[Philile-TT]

Good morning @AilsaAston I have had a look at your account, and I can confirm that a cease was placed on the 09/06/2025 estimated to be effective as of the 09/07/2025. The bill generated on the 20/06/2025 because the account is still active hence the bills generating, we can only make amendments once the final bill is out for now please wait for the account to be fully cancelled and we can assist you further thereafter. Thanks. 

[ferguson]

Now that you have posted again as requested, I am sure the support team will help as previously agreed. 

[AilsaAston]

Hello

Further to your last reply, I have received a bill on 21 June for £60.12 to cover the period 23 June to 22 July. I informed customer advisors on 9 June of the fire in my home which occurred on 2 June. This is due to be taken from my account on 30 June but I understand that this is to be waived. 

I look forward to hearing from you with your advice. 

Kind regards

Ailsa

[mandisa1-TT]

You are most welcome AilsaAston, once again I am really sorry for what you have been through with losing your home and as well as the experience you've had with TalkTalk. We will continue to do our best to support you during this time and make this journey as seamless as we can. Thank you for being a valued TalkTalk customer. Take care:)

[AilsaAston]

Hello

Thank you so much for your help. I appreciate it greatly and will return to Talk Talk once my home is habitable again 

Kind regards

Ailsa

[mandisa1-TT]

That is okay, I have looked into the account and can see a request to cancel was placed on 09/06/2025 and the cancellation is estimated to complete on 09/07/2025. You have not been charged any contract breakage fee as you are out of contract. There is a 30 days' notice policy when cancelling an account. I have spoken with my manager and explained the situation and in this instance should you be charged for the service please chat back here, we will waiver the charge. I will leave detailed notes on the account, should you come through another agent.

[AilsaAston]

Thank you for your reply and well wishes. 

Yes, I explained the situation twice to each team member I spoke to.

Kind regards

Ailsa

[mandisa1-TT]

Hi there @AilsaAston . I am so sorry to hear you are going through all this. Just to confirm did you explain all of this to the cancellations team? surely there is something that we can do in this instance