Forum Discussion

Cobble's avatar
Cobble
Joining in
2 months ago

You didn’t notify and cancel my current provider

Signed up again with yourselves on 15th November via your website, and ticked the box and filled in the details to permit you to contact my current provider (TalkTalk) and cancel their services.

 

My TT contract ends on 13th Dec, so I had just entered the required final 30 days of its contract. I purposely delayed the VM by 2 weeks to 28th November as there was no need for an immediate switchover. Your router was delivered and the service went live on the agreed date.

 

This afternoon I received a bill from TalkTalk for £45.40 for next months services, charged of course at their higher ‘out of contract’ rate. Bill will be taken from my account on the 13th of this month.

 

Why wasn’t my current provider cancelled? In the many years of new providers being able to notify and cancel old providers contracts (either broadband or mobile), I have never had an issue until now. It’s always been seamless until it’s been left in your hands.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

     You had previous experience but you signed up again? 

    • Cobble's avatar
      Cobble
      Joining in
      2 months ago

      Mate they’re all as bad as each other. VM isn’t special.

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 months ago

        Hi Cobble, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear that your previous provider was not notified of your plans to leave them and come to us. In order for us to handle everything, you would have needed to have signed up through the One Touch Switch process. Do you recall doing this? If so, Talk Talk should have sent an email to confirm this.

        This is something we can certainly check further for you but in order to do that I'll need to confirm some information with you to pass security. 

        I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

        Thanks,