talktalk renewal

[misty0001]

After I gave my 30 day notice on December 29th 2025, my leaving date should be 28th January 2026. For past few weeks I have rang in, live messaged and still the best offer is £53@month for 900mb bb, unlimited void calls and international max. Competitors can do it for around £35-£40. Been a customer for over 10 years and when I had my last contract was paying around the £40-£45 Mark. I spoke to a manager and said they would call me back with a better offer and I not need to worry. Today they rang and said as it's only a week left, they can't offer me anything better than the £53 as no offers can be shown as I will be disconnected next week unless I take that offer!!! Package can't be changed neither, so can't reverse the cancellation. I feel very let down by spending over 20hours trying to sort all this.

[Mandisa-TT]

Your 30‑day notice period did start in December 29th, and you’re right that normally that would take the service up to around 28/01/2026.

However, your account did not fully disconnect in our systems until 29/01/2026, which is why that is the official closure date.

Any loss of service before the 29th was not caused by the account being closed — it would have been due to a technical issue, not the disconnection.
 

The system generated your bill in advance on 21/01/2026, before the account closed.
Because of that, the Direct Debit for £90.31 was taken automatically on 29/01/2026, the same day the account closed.

As soon as the closure fully completed, a corrected bill was generated on 31/01/2026, removing charges for after the disconnection date. That created a credit on the account.
 

I’m really sorry that this has caused so much disruption, especially given your circumstances. You’ve been with us a long time, and you deserve to feel supported, not stressed.

[misty0001]

P.s if my 30 day notice was for January then my services would be going till 22nd February, but clearly I have no services currently at my address!!!! I don't know why, or how £90.31 was taken out after I was disconnected. My advanced payment was refunded after I messaged then for £69, so whats happened to the £90.31 taken after that!!!! All it would have taken is a simple, you have been a long time customer,  we apologise taking the money out your account, we see you don't have any services to your address, let's make this right, here's something to compensate you for your time especially knowing your circumstances and we can offer you your same package of 900mbps, voip unlimited UK calls and international max for £30 (or very close to it as this is what I started on all them years ago). This would be the quickest option to get you reconnected rather than wait to get another provider in! I am a disabled chap, with teenagers, no Internet for past 2 weeks, no calls to my family as I relied on my landline to call elderly peeps.

[Mandisa-TT]

If your services were not working on the 21.01.2026 it was not due to your account being closed, your account was closed on the 29.01.2026.

[Mandisa-TT]

Thank you for your message. I completely understand why you’re upset — especially after being a customer for over 10 years. You absolutely shouldn’t feel like you’re having to chase after your own money, and I’m really sorry for the stress this has caused.

Looking into your account I can confirm that your cease letter was placed on the 29.12.2025 and estimated disconnection date was the 28.01.2026. Your account was then closed on the 29.01.2026

[misty0001]

December was my 30 day cancellation period. I have had no services since 21st January. 

[misty0001]

I'm sorry but my services were disconnected on the 21st January and not on 29th!! December 30 days notice given and due to advance payment covered me till 21st January.  Money then taken out on the 29th January should never  happened. After being a customer for so long, never missed a payment in 10+ years, didn't expect myself to be chasing after my own money especially when dd set up! Because of this £90.31, I have to wait for it so I can get a new provider as it's all been an absolute farce. 

[Mandisa-TT]

Thank you @Gliwmaeden2 for your support.

[Mandisa-TT]

Hi @misty0001 I’m really sorry for the confusion and the frustration this has caused, especially as you’re trying to set up a new provider and don’t currently have internet. I completely understand how stressful that must be, so let me clear this up for you.

I’ve checked your account, and here’s what happened:
Your services were disconnected on 29/01/2026.
The bill for £90.31 was generated earlier, on 21/01/2026, before the disconnection was completed.
Because bills are produced in advance, the Direct Debit for that bill was automatically taken on 29/01/2026.
After your disconnection, a revised bill was issued on 31/01/2026, which removed the charges for the days you had no service.
This created a credit, and your £69.53 refund was requested on 10/02/2026.

To reassure you:
> You have not been charged for days without service.
> The amount you were owed has already been reversed.
> The original payment taken by Direct Debit was simply based on the advance bill created before your disconnection completed.
I know this still feels frustrating, especially with everything happening at once. The important thing is that the correction has been made and the refund is already on its way back to you.

If you’re still waiting for the £69.53 to reach your bank, it can take up to 7 working days from the date we processed it, depending on your bank.

[Mandisa-TT]

Hi @misty0001 I will look into this for you.

[Gliwmaeden2]

They'll be charging for the full month - are you referring to 21st January re the disconnection?

It was probably too close to your billing cycle date to stop a bill being generated for the coming month, @misty0001.

Your original 30 day notice period was to the 28th January. There should be another "bill" next month which should refund the pro rata amount for unused days (so any days after 28th) and probably another the next month for £0.00.

Any money refunded should be claimed back via your My Account to your bank account. You need to request this in My Account. 

See here, re final billing. It's rather complicated, but staff should be able to check that it's being managed correctly:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Check_my_bills_and_usage/Your_final_bill

Don't forget that you may need to return equipment to Talktalk too.

[misty0001]

I had my refund of £69 processed, but noticed £90.31 taken on 29th even though I had been disconnected and advance payment!! They saying for services from 23rd but I'm disconnected on 21st absolute shambles! Worse i need this money to pay new provider, I currently have no internet at home!

[amahle-TT]

We do apologize for any inconvenience caused, kindly do call in for better deals and discounts.

[misty0001]

The best they can do is a new contract, same package I was on but can't use my eero 6, have to have their new hub 3 all for £64 a month!! So basically alot more than I originally wanted! It's like going around in a circle. I'm yet to hear from anyone today, I was told last night someone will call at 10am, if they don't then the manager will check back at 1030am and deal with it personally. This is exactly what I'm getting, nothing!!

[siphosethu-TT]

03451720088

Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

[siphosethu-TT]

Thank you @Gliwmaeden2, I've just checked the account, and it seems the account is already disconnected. I'll need misty0001 to contact our order management team as they might have more information on how you can go about the issue as the account is already disconnected. 

[Gliwmaeden2]

@siphosethu-TT, @misty0001 has an ongoing complaint with the Complaints department. 

They will already have dealt with the Loyalty team in trying to set up a new deal.

@misty0001, while Talktalk asks for 30 days' notice, when you get too close to the end of that period it can be too late to actually stop the cease order.

[siphosethu-TT]

Hi there @misty0001, I'm sorry you feel that way. Have you tried consulting with our loyalty team?

[misty0001]

Gave my 30 days to stop price going upto £90 @Month!! I said I will check around elsewhere as wanted to keep my number. I said I would retract if I couldn't find a better deal, called them at day 20 only to be told cannot retract cancellation!! I thought I had 30 days!!!! Worst I now been told £61@month for same package!! Just absolutely and absolutely disheartened by it all. Two decades of being a customer, treated like an idiot!

[Thabile-TT]

thanks for support @Gliwmaeden2 

[Gliwmaeden2]

@misty0001, usually, when switching companies, you need to specify that you want to keep your phone number

As long as you did this when trying to fix up with another company, you'll be fine.

Or did you simply give Talktalk 30 days' notice, with nothing set up elsewhere?

Not entirely clear in your thread, but the one touch switch mechanism is meant to make changing providers easier these days.

Needing a little clarification for forum readers!