Switch to Utility Warehouse - early termination fees or not?

[t1redmonkey]

Just double checking.  Got an email just now and at the bottom it  says there are no early termination fees if we switch before 30th November 2025.  I phoned yourselves up to confirm, but they told me there are still early termination fees!  I'm confused now - which is the right answer?

[fr8ys]

@nambuso-TT hopefully you and the team have been updated.

A shame they don't coordinate these updates and advise front line staff, or update the help pages, before sending out the emails.

I've asked the forum manager to talk to the appropriate team regarding the help pages and faqs.

[nambuso-TT]

Thanks for the information @fr8ys 🙂

[t1redmonkey]

Thank you for the update 🙂

[fr8ys]

I've just heard back from the Forum Manager that they are updating the agents guidelines as of late yesterday afternoon so it does seem that the email is correct and customers are free to leave without penalty up to the end of November.

[nambuso-TT]

@t1redmonkey, we completely understand the situation at the moment, rest assured that we have raised this for you and we will let you know once we receive further clarity. 

[t1redmonkey]

Currently getting it through my phoneline, though we had fibre installed in this area earlier this year so there's now the option of going to a fibre contract with certain providers.  There are about 10 different ISPs I can choose between around here.

[fr8ys]

@Billx they have no choice. It's a commercial decision, just as it was in reverse when TalkTalk incorporated Shell customers..

[ferguson]

@t1redmonkey 

Sorry if you are getting a bit bombarded here! But what type of service do you have presently? If it is ADSL/FTTC then the options for switching may be very limited, if not zero. Unless of course you have FTTP available in your area. 

[fr8ys]

@t1redmonkey if you were being moved under the same terms and conditions and no change in price then the existing t&c would apply and you would have to see the contract out. 

A contract between 2 parties cannot be changed by just one party and so the options given allow those that don't agree to them to leave by the 30th November, or those that agree to continue to use their services past 30th, in which case the new terms will apply to the end of your contract period.

Note though this is my own personal opinion, from my past experience, and does not reflect any TalkTalk stance.

[t1redmonkey]

I would've preferred to not be moved and choose my own provider in these circumstances rather than get moved across to Utility Warehouse, so if I can do that without early termination fees then yes, I'd take that option.

[Billx]

I was wondering whether the OP was happy to be moved,

[ferguson]

@Billx 

Please stop repeating your opinion as fact, only TalkTalk can clarify this and the poster has indicated that they are happy to wait for that. 

[Billx]

Hi, @t1redmonkey 

You haven't said whether you are happy with the changes, and happy to be moved to Utility Warehouse.

If you are, then there would no issue regarding early termination fee.

But if you are not happy moving to Utility Warehouse,

then you may cancel or move to a NON-Utility-Warehouse provider, before the 30th November, and still not incur early termination fee.

[t1redmonkey]

No problem well I'll wait for a follow up then.

[ferguson]

I don't think that's the point at issue to be honest, the T&Cs do allow for your service to be moved. The issue here is the apparent conflict between what the email says and what you are being told elsewhere.

We have sought clarity on this at a higher level so hopefully that will be forthcoming soon.

[t1redmonkey]

Just been out for a couple hours so just catching up on replies:

1. Mousing over the original email address, it's the same as the one shown (I work in IT by the way, so unlikely to be caught out by scam/phishing emails)

2. Was originally expecting my call to TalkTalk to take about 10 seconds, with them responding that the email was correct.  Was very surprised when they didn't seem to be aware of it + told me the opposite of what the email says.

3. Having said that, I also wouldn't be surprised if Customer Services haven't actually been told about the email yet, and there's a disconnect in communication between the team who sent out the email, and Customer Services.

4. My understanding is that legally, TalkTalk have to allow customers to leave penalty free in these circumstances, because there's a change in Terms and Conditions (as a result of being moved over to a different company without any input from the customer).  Therefore, the email content would make sense; the position of their Customer Services agents saying that early termination fees would apply does not make sense.

[ferguson]

@Billx 

That is your speculative opinion. Customers affected need official clarity from TalkTalk which is what we are trying to ascertain. 

[Billx]

From what has transpired, it seems that the TalkTalk customers affected, will have to move from TalkTalk to Utility Warehouse, unless they are not happy moving to Utility Warehouse. This will not incur any early termination fee.

If they are not happy moving to Utility Warehouse,

they may cancel or move to a NON-Utility-Warehouse provider, before the 30th November, and not incur any early termination fee.

If the 30th November arrives and/or the account has moved to Utility Warehouse, and then the customer is still not happy,

then they may cancel or move to a NON-Utility-Warehouse provider, but incur early termination fee.

[fr8ys]

@retroboy I think it's the T&C issue, which is what I'm alluding to in my post re sound legal reasons, but I didn't want to speculate on this further here.

As said I've raised it with the Forum Manager and feel it needs urgent clarification.

Btw, you've done right to raise your own topic as it highlights an issue by more than one person.

[nambuso-TT]

We are looking into this. If you have any queries @retroboy, please refer to your thread and we will be more than happy to assist. Thanks