October 6, 2017 at 12:28 pm #90
I am with talktalk. Initially when I moved here had a 24 months contract. This ended in icy. I have no recollection or emails to prove this but apparently I then took out an 18 month contract. The email address I have for it is closing and so I tried to update my email. This would never work. I tried there online chat and they would say they had done it but it never worked. I tried to ring and tbh couldn’t understand a word the person said. Tried online chat again and they discovered that I couldn’t update email as I had used that email for an old account. This was years ago, I no longer use that account and the line isn’t even in use anymore. I asked them to close/delete that account. They came back and said they can’t.
So I arranged to switch to bt thinking I was in a rolling contract. I then get a letter to say I will be charged £135 to get out of my contract early. I rang them. Again couldn’t understand a word they said but she said I had to pay as I took out 18month contract. They cannot provide me with proof of this tho and I can no longer access my account online to look. I raised a complaint saying I was leaving due to their issues. I waited 3 days for a call back. He said he would try and update, it didn’t work, he would ring me tomorrow. He did and it hasn’t worked but he said he couldn’t close account that email was linked to. He would ring me back. 2 days later someone rang and said they would ring in 3 days, they were trying to sort issue. They rang tonight saying they had passed issue on would sort try and sort it in 7 days. I said not good enough (this then out of the cooling off period for bt), reiterated that I was leaving due to their incompetence and the fact I was. If made aware of contract, they just insist I agreed to it online, I don’t think I will get anywhere re the contract and my mistake. But surely if they cannot update my details so I can’t use the service that is not my issue.
What else can I do?
October 6, 2017 at 12:30 pm #91
Set up a new email address. Redirect all emails from your new email address to one that you use. Give talk talk the new one, they will be able to use it as it’s not been registered in the past, you can then log in, check bills etc, and due to the redirect don’t have to log into the new email account.
I run several business with different lines, one central email address. I had to set up an inch of new email address for talk talk, as they can’t use the same email address on more than one account. Only takes 5 mins.
As for the contract, apparently rolling contracts in personal telecoms is not legal. So they would have had to obtained your authorisation. Ask them again for proof of this. Did they maybe call a few months before and offer you some better terms?
As for BT I’d phone them asap as advise that you can’t get out of your current talk talk contract. BT are a nightmare, so good luck with that! They shouldn’t have set up your new account without you being out of your old contract.
October 6, 2017 at 12:31 pm #93
@alainax erm. No?? Why on Earth would BT be aware of a contract in place with another service provider?! They can only do as a customer requests. The OP requested to move her services to BT, and so they placed an order.
Any relationship or contract with the OP and TalkTalk is not anything to do with BT.
With regards to the rolling contract, you are either in a contract or not. If you are not, then you’ll be able to leave whenever you like (usually there is a £31 disconnection fee, depending on the type of exchange).
Still having services does not mean you are in a rolling contract, it just means in most cases that your discounts have ended.
What Alainax has pointed out is AUTO renewing contracts- this is to protect the consumer from being stung and not being able to access new deals. This has nothing to do with the OP.
If you are in a contract, then you will have to pay to leave it- I appreciate you are disputing the contract issue.
By OFCOM regulations, they should have a record of all calls/interactions within the last 6 months- did you supposedly recontract during this time frame? If you did it over the phone you can have the call listened too, but they should be able to give you an exact time that the order was placed.
Emails are a bloody nightmare- systems cannot use the same one across the board of ISPs (internet service providers). You’d be best off going with a Gmail address, and then linking important stuff to that.
@sue This is only offered to some customers in some areas- at certain times the year.
(Although most service providers do this!)
October 6, 2017 at 12:33 pm #94
I have no advice, but am going to recommend plus net- been with them since I moved in about 10 months ago; cheap, good service, and U.K. Call centres so very easy to speak to someone and understand what is going on (we had a bt line go down which knocked out the whole postcode so had to call them to find out what was going on)
October 6, 2017 at 12:34 pm #95
@Dave Op will have advised BT that she is with talk talk currently, I am presuming she will be doing a line transfer, and not setting up an additional line. Op is in contract currently, so contacting BT to stop the planned move until this is rectified may save the OP the huge cancellation fee.
Op is sure she didn’t renew, i was confirming that “auto renewing” ( 18 month rolling) contracts were now illegal for personal customers hence the link, so if she knows she didn’t and they can’t prove otherwise she doesn’t have to worry about if it was auto renewed. For example some contracts used to, and certainly some business ones do, contain a clause whereby you must give 3 months notice prior to the expiry of x date, or the contact will be renewed for a further 18 months. Op doesn’t have to worry that this may have happened to her, which seemed a concern in her op.
October 6, 2017 at 12:35 pm #96
Thanks everyone. Apparently I renewed contract online last October. I have absolutely no recollection of this, I have no confirmation emails and there was nothing on my account to say this, however I am now not able to access that to look again. I think probably my mistake and I will need to learn from this.
I am totally appalled at their customer service tho. I have now set up a gmail account and have just spoken to them and they have updated it. I have been told this before and will wait for an hour (as adviced) and check it works before cancelling with bt. Bt asked my previously supplier as they cancel for you. They do occasionally pay charges for cancelling accoubt early but not in this case as no promotions on at the moment. I will be more aware when contract comes to an end and cancel it then.
UPDATE: Well I tried to cancel order with bt and they said they will pay the charges up to £300 so all good!
October 6, 2017 at 12:36 pm #97
My neighbour had awful trouble last year when their systems were hacked – he couldn’t pay his bill because of their problems and they tried to penalise him. We emailed the CEOs office and she sorted it. Here you go – give ’em hell, their customer service is pants.
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