Trying to cancel broadband service

[Serendipity56]

Hi,

On 24/10/2024 I joined to another broadband provider, who contacted TalkTalk to notify them, and informed them of my wish to cancel my service with them.

According to TalkTalk's website the process should then have been that TalkTalk cancel the service, notify me of any payments required for the early termination of their service and sent me a bag for the return of their equipment.

None of this was done, in the first instance.

I have spoken with two TalkTalk customer service agents on different occasions, who assured me that this matter would be sorted out, but as per usual with TalkTalk it has not (I have transcripts of my discussion with them, which clearly demonstrate this).

To date TalkTalk have;

1. Not cancelled my service on the date it was supposed to be cancelled.
2. Not sent me a final bill.
3. Pestered me for a payment of an unidentified outstanding balance of £59.90, not withstanding that all my payments to them are made by Direct Debit which is still extant.
4. Sent me a bag to return equipment (not specified) up to a weight of 1.3kgs.

All I want is for someone to competently deal with what what should have been a very straightforward task of cancelling someone’s contract, sending them a final bill, and requesting the return of equipment.

Regards

Rob

[Serendipity56]

Hi fr8ys,

Thanks for your response.

I should have made it clearer in my first post that the agents I discussed the cancellation with were allegedly from the loyalty team, so your response does not fill me with much hope.

I will contact the team again as you suggested, but have little confidence about getting a timely resolution.

Regards

Rob

[fr8ys]

Cancellations cannot be handled via the forum.

You will need to phone and speak to the Loyalty Team.

Staff can check for you to see if there is a cancellation date on your account, but can to no more.

Try phoning 0345 172 0088, and he specific you wish to speak to the loyalty team.

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#