House Move - Buyers Taken Over Connection

[Loui_212]

Hi all. I joined TalkTalk in November last year and all was going great with my service. Out of the blue I received an email saying sorry you are leaving us. I called TalkTalk who couldn’t understand why until the assistant asked if I was moving house. I said yes but you wouldn’t know about that as it’s not for a while. They advised that whoever was buying my property must have ordered their new broadband at my address and it’s generated a take over request. I asked for this to be cancelled as I didn’t have a moving date. 

Another month later I received an email saying your final bill will be arriving soon. Again I called up and advised I did not wish to leave TalkTalk and I hadn’t requested to close my account. 

Low and behold my internet was cut off on 24/01. I called TalkTalk who said it couldn’t be re-instated and I would need to place a new broadband order which would take weeks. I eventually spoke to the complaints department and logged a complaint. This was 3 weeks ago and I still haven’t had a response. I have had no internet for 3 weeks which is a HUGE inconvenience and have now received a final bill of over £300 and received a bag to send my equipment back. 

I have never requested to close my account and it’s been closed purely on someone else’s authority because they said they were moving into my house despite me ringing numerous times to say I do not wish for my account to be closed. 

I am not moving house for at least another 8 weeks and need wifi! 

[Loui_212]

Hi. Thank you so much for your reply! 

I logged my initial complaint almost  3 weeks ago but haven’t had a response since then. 

I spoke to an advisor overseas who said someone was calling me back that same afternoon between 3pm and 6pm and never had a phone call. I am finding it impossible to get back through the complaints team myself. 

Thanks.

[Gliwmaeden2]

This will also need billing / compensation to be sorted out when it's all resolved, @Loui_212. When that happens, post afresh if you still need help, in the billing section of the forum. 

Your own Home Move will either cost £60 to continue your contract as was, or that's waived if you start a new contract. 

See the details here:

https://community.talktalk.co.uk/t5/Articles/Home-move/ta-p/2205259

You  can book it with up to 3 months' notice.

If they are talking early termination fees though it must be due to someone not processing the fact that you did not put in a cancellation request for a cease at all, so you need to contact Talktalk about the fees being totally out of the question. No early termination fees will apply in your own case when you order your Home Move. 

Unfortunately, when Talktalk makes mistakes like this, it does get treated like another "new order to set up" but hopefully staff may be able to expedite it. 

By cutting you off, Talktalk has caused you a "total loss of service" so it could be argued that they owe you compensation, whether automatically or as an acknowledgement of the problem they caused by not processing your reply to them.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

It really is shocking that the buyer's request for the line has taken precedence over you contacting Talktalk twice about it.

If you already have a complaint in process, there's a limit to what forum staff can do, but they can perhaps contact the Complaints team to ensure that a manager gets in touch.