Cancelling contract

[Warby1]

Hello

My contract ended with you yesterday and I have joined Virgin Media.  I am now trying to contact Talk Talk to end any further billing to assist with porting my landline number, but every time I ring you it says you are closed.  How do I endure my contract ends as of today so I am not charged unnecessarily?

[Arne-TalkTalk]

Hi Warby1

The original date was supposed to be today, this has been pushed back to 15th, Once completed you can ask VM to request the number.

[Gliwmaeden2]

As soon as your bill covers days beyond the minimum contract, these days are charged pro rata at full price, @Warby1. All discounts will have ended. 

Talktalk will have charged the full month ahead. As and when Virgin takes over that phone number, then Talktalk can calculate any refund due for unused days. The billing cycle remains unchanged. 

You then claim money back from My Account, so keep your Direct Debit in place. Until you receive a bill for £0.00, it is unwise to remove the DD.

[Warby1]

Hello

Well after 5hrs on the phone and being passed to 5 Departments, all who have said different things, I just want to know finally (2 out of 5 people have said yes but I aint confident), will my home number port over now to VM?

Also you mention I will keep paying until they request it - but 4 of the 5 people this morning have given me 3 different dates in your system of when my contract will end.  One says the 12th, on the 15th and one the 19th.  I am getting tot he point if I have to have a new home number then so be it as I cannot continue making calls to you.  

I have also noticed an email received 3 weeks ago said if I do not renew, my current contract will continue but increase to £35.26 per month.  I see within the past hour my account has been updated and now says you are going to collect £40.18?  Why is this?

[Arne-TalkTalk]

You will continue to pay for the service we are providing until VM request the number. 

Sorry,  you need to call us, 03451720088  and ask to be transferred to the Shell team.    

Apologies, I didn't make that clear.

[Warby1]

I have just tried lots of contact methods to Shell.  It says they no longer exists and to contact Talk Talk !  😞

[Warby1]

Hello

Do you have their number please as the one on Google disconnects and another just rings Talk Talk.  When I spoke with your customer services earlier they said by cancelling the cease on the account, I will have to pay for another 2 weeks services with Talk Talk which I don't want to do.  Why between Virgin & Talk Talk is this being made so complicated by now involving Shell?

[Arne-TalkTalk]

The only thing on your line is a cease request, any number port will fail as long as the cease in on the line,  you will need to call the Shell team and stop the cease then VM will be able to make the request. 

[Warby1]

Hello Virgin Media are adamant the request is showing on their system as of yesterday  ref 48954372 and have a switch date of the 21st NOV.  Can you please confirm the landline porting is showing on TALK TALK as I just called someone and they have said they cannot see anything, plus after today, my number will be permanently lost!  😞

[Arne-TalkTalk]

Hi Warby1

Have you asked virgin media to take the number?  

We do have a porting agreement with them. 

[Divsec]

Hi @Warby1 pretty sure the lines will be open shortly, persevere deeper into the day.