Home Move

[deltacharlie]

Hi all, We are moving home in the next 8 weeks or so, not finalised dates yet. We are not buying another house for about a year as we are going abroad. How much notice is required to terminate the service (I have broadband and phone) Do I have to pay any termination charges? Can the new owners take over my service?

[Arne-TalkTalk]

Its been placed and is due to complete 2nd Aug.

[deltacharlie]

Thanks for checking Arne. I appreciate your help.

[Arne-TalkTalk]

Hi deltacharlie

It looks like the cancel request didn't process correctly on the 2nd, cancellations usually take 30 days so the bill will still be produced and once the account cancels any over charges are credited back. 

Ill request the cancellation is put through ASAP.

[deltacharlie]

Thanks for explaining the process. I'm expecting a cancellation charge as the contract still has a few weeks to run just not confidence-building when you give notice and get no feedback. No acknowledgement of receipt of router or final bill calculation. It's only computer spew so no excuse really. For a communications company, communication seems to be lacking:)

[Gliwmaeden2]

I'll re-escalate this for you, @deltacharlie.

Have you checked the details of the bill in My Account?

Even if the service actually stopped on 22nd June, you would be charged for the 30 days from when you gave notice. A subsequent bill will also be for 30 days.

The next bill after that will refund the difference between the billing cycle 30 days and the date that matches the 30 day notice period (not the same as the service cease date, judging from the date of your last post in June).

Keep your Direct Debit in place until after this is all sorted out, as you need these details set up to reclaim the refund from My Account. 

[deltacharlie]

I cancelled the service by phone and sent the router back in the prepaid bag as requested. I have just received another bill notification for services I no longer have. I was expecting a final bill to settle the account. How can I get a final bill? Any help appreciated. The link for help in the billing section doesn't work.

[Arne-TalkTalk]

Hi @deltacharlie26 

Thanks for your post. 

Cancellations have to processed over phone use number 03451720088 they will be able to process this for you. 

Once the cancel is placed we will send you a prepaid returns bag for the router. 

[deltacharlie]

Hi Arne,

We have a definite date to move now. How can I give notice to cancel the service? Do I need to return the router, if so address please. We do not have a forwarding address as going abroad for a few months so we would like to resolve this asap. The termination date would be 22 June 2023.

The website only lists a phone number that wasn't answered this morning when I tried to ring and there doesn't seem to be a chat service either. 

Any help appreciated.

Regards,

Dennis

[Arne-TalkTalk]

Happy to help. 

[deltacharlie]

Thanks for the advice. I Will recommend Talktalk to the new owners as always been pleased with the service. Either way, all 👍 

[Arne-TalkTalk]

HI deltacharlie

We ask for 30 days notice,  currently your cancellation fee is around £45 , We can send you a change of ownership form if the new owners are willing to take over. 

Hope that helps. 

[Gliwmaeden2]

@deltacharlie, so you won't be using Talktalk's Home Move service.

It's possible that new owners could take on the contract - just depends if they want to be with Talktalk or had another provider in mind.

You would both have to complete forms to transfer ownership of the account. See:

https://community.talktalk.co.uk/t5/Articles/Change-your-account-details/ta-p/2204661

It would be a way to avoid early termination fees. Otherwise, these do apply if still in contract.

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

Cancellation requires 30 days' notice.