Why won’t Talk­talk let me can­cel my con­tract?

Computer Active (UK) - - Consumeractive -

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?

Gavin Robin­son

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.

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