Why can’t I quit TalkTalk?

The Daily Telegraph - Your Money - - FRONT PAGE -

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.

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