Switched from TalkTalk on 20/1/23 and still being charged by TalkTalk

[danthaman]

Hi,

I switched over to BT on 20/1/23 and I'm still getting charged by TalkTalk.

According to this page (https://www.bt.com/broadband/switch) BT handles the cancellation for you (except if you're with Virgin Media).

Please can someone look into this as I've contacted TalkTalk and they rudely stated that no one has been in touch to cancel the service and started arguing.

Thanks.

[imjolly]

have you tried CS 03301234150 and see if they can help clarify

did you notify TT that you were leaving when applying to BT?  did you have any TV with TT?

[danthaman]

@imjolly  Thanks for the response.

I didnt notify them as I was under the impression they do the cancellations for you, as per the website.

I only had broadband, no tv.

Suppose i'll ring them then.

[imjolly]

not notifying TT is the correct way just many people notify there ISP before moving and causes problems

try CS and if you get nowhere then post back and can see if mods can help

more likely you will need to phone TT and cancel

[Keith_Beddoe]

@danthaman 

If you have Full Fibre from BT, and had copper from TalkTalk, then that may be cause of the issue as TT would still see the copper connection as active.

[-Richie-]

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@Keith_Beddoewrote:

@danthaman 

If you have Full Fibre from BT, and had copper from TalkTalk, then that may be cause of the issue as TT would still see the copper connection as active.

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This would be my thoughts as well, if you take out different BB then the Talktalk line wasn't taken over, you instead opted for a different means of service.

[danthaman]

Hi all,

Thanks for the responses. Ill just try CS then and see what they say.

Unless i'm being an idiot (with is entirely plausible) I couldnt see anywhere on BT's website that says i would need to cancel with the old supplier when switching.

I get that switching from copper could cause some sort of issue but if it could be clearly explained online, when ordering, it would save a lot of time waiting on hold to try and sort it (and also their resources).

Thanks.

[-Richie-]

@danthaman  did you have ADSL or FTTC with Talktalk and now have FTTP with BT ?

[danthaman · Accepted solution]

Hi all,

Sorted now. Spoke to a lovely lady at CS and she explained it and as a gesture of goodwill credited my account with the amount id been charged from TalkTalk.

Thanks all for the responses.