Hello,
Before I start explaining, I'm just going to say that this has caused me a lot of stress and anxiety and I'm actually confused by it all, I don't know what TT or VM are doing between them, it wasn't until my last chat with both that I actually got somewhere.
I tried twice to give the team 30 days notice, I contacted them on the 23/02/2025 to tell them that I was giving notice which was meant to end on the day my contract ended which was on the 25/03/2025, the man was going on about how they wait for TT to let them know when I'd been disconnected, I then contacted them again on around the 07/03/2025 just to make sure that they had logged it, again the person started going on about how they wait for TalkTalk to contact them.
My services were installed by City Fibre on the 25/03/2024 and went live on the same day as planned, my VM services were still live a couple of days after. So I contacted TalkTalk about it and they said I needed to have an account created, so I thought fair enough but at the same time I was wondering why my services were still live. A few days later my account was created but again my services were still live, this time I used the text feature for TT and contacted VM via webchat again as their customer service over webchat seems a bit hit and miss.
TT said that it wasn't OTS as suggested by both TT and VM, it's a new line, they said to contact VM about it, at the same time I was talking to VM and was telling them what TT had said, the person didn't seem to know what I was talking about and claimed that me giving noticed hadn't been logged (I do have chat logs btw, and you can clearly see me saying I wanted to give notice on the date I've mentioned above), we went around in circles for about and hour or more, I think it could have even been 2 hours until she finally (after I'd already told her what TT said about a new line) asked if TT took the VM line over which I would have thought VM would have known? So I told her no and explained that City Fibre install the lines differently (mine was from a telegraph pole). She then said she couldn't see a note of me giving notice and yet both of the previous people I'd spoken to had said they would write it all down, she then said she would start the notice from the date that I was speaking to her and that my services would end at the end of April and that I still had to pay a bill which I think is unfair considering the error was on VM's side, not mine.
So I would at least like the money back that I've paid and an apology for all the stress and anxiety that it caused me. I felt like I wasn't listened to at all when trying to deal with VM's customer service and retention team.
Sorry about not coming on before and updating, it made me feel quite off honestly.
