Why won’t Talktalk let me cancel my contract?
QI was in Canada for three weeks and told my network provider Talktalk so I could use my phone there. But it didn’t work. Talktalk can’t give me a reasonable explanation as to why but won’t let me cancel my contract (which has seven months left) because it says my SIM card was free. Why is this?
AWe’re not sure why Talktalk has given this excuse because it’s total nonsense. The company can’t stop Gavin cancelling his contract and moving to another provider. But to avoid Talktalk’s early-cancellation fee (typically whatever amount is left on his contract) he may need a better reason than his phone not working in Canada.
One valid reason could be if Gavin has an ‘acceptable network coverage guarantee’ from Talktalk, such as 3G everywhere, but is unable to get this. Alternatively, if he constantly suffers significant loss of mobile signal in his area (not in his house), he may be able to end the contract under the Consumer Rights Act, arguing that Talktalk isn’t providing the service with ‘reasonable skill and care’. He may be able to keep the phone, depending on whether it was part of the contract and how much has been paid off.