Why can’t I quit TalkTalk?
I have been a TalkTalk customer for many years.
The loss of my internet over three weeks in the autumn and the company’s failure to reconnect me provoked me to look for another provider. I gave a month’s notice in writing and let it know my intentions during numerous telephone calls.
It was agreed that the disconnection would take place on a given day.
However, TalkTalk failed to disconnect my services and as a result I have been prevented from switching. DW, KENT
There is no explanation as to why you were cut off originally.
Trying to switch provider only made things worse. The move was thwarted by a compatibility issue with the system not recognising that yours was a legacy product. The wholesale line rental agreement allows alternative suppliers to rent access lines from Openreach, part of BT, and resell them to customers under the umbrella of one bill covering also telephone calls and broadband.
The information about your account showed the disconnection process as complete, but TalkTalk’s system stated there had been an error.
Effectively this meant a delay in moving the phone and broadband.
TalkTalk, however, failed to pick up on the problem and did so only when I became involved.
A TalkTalk spokesman said: “We’re sorry about Mr W’s experience.”
TalkTalk has paid you £121.34 comprising credit for the inadequate broadband service for five months and something for goodwill.