What does the application process involve?
- You may have applied online for the TalkTalk service.
- TalkTalk may have requested a deposit during the application process.
- If the service was moved from one property to another the installation fees would’ve been waived, but you would have been tied into a new 12/18/24 month contract.
TalkTalk Terms and Conditions are available on their website
What was my minimum term contract?
- Landline only – 12 months
- Broadband only – 12 months
- Landline and Broadband together – varies, 12/18/24 months
- Any plan including TV service - varies, 12/18/24 months
The product did not work/Product was faulty/I experienced service issues e.g. total loss of service, slow speeds
- When taking out the contract, you would have agreed to TalkTalk’s terms and conditions (T&C's). This would have included accepting that a 100% service cannot be guaranteed at all times; the returns process; liability for the hardware (handset/digital box); and a hardware warranty.
- If you reported an issue with your service you would have needed to allow 28 days for diagnostics to be run and the fault to be fixed. Diagnostics would have included checks over the landline phone and potentially an engineer visit.
- If the fault was not fixed within 28 days, you would not have been liable for the early termination fee, when cancelling. However, if you switched provider without informing TalkTalk (an unsolicited switch), the early termination fee would still have been automatically applied.
- It is within TalkTalk’s T&C's that you must continue to pay while a fault is being investigated. You would have been compensated for any loss of service once the fault was fixed. This compensation would have been in the form of a credit being applied to your account, not money paid directly to you unless the credit put your account in credit.
- If you stopped making payments or did not keep up contact with TalkTalk whilst the fault was still being investigated, the fault case would have been closed.
What if I cancelled in the cooling off period?
- You had up to 20 days from the order date (not the installation date) to cancel your order by phone or in writing. If you cancelled on the day the engineer had arranged to visit, you may have been charged for the engineer’s fee.
What if I passed the ownership over to someone else?
- You would have needed to complete a ‘Change of Ownership Form’ which you may have obtained online or requested to be posted to your address.
- The ‘Change of Ownership Form’ would have taken 14 days to process from the date TalkTalk receive the completed form.
- The account would need to be up to date in order for the ‘Change of Ownership Form’ to be processed.
- If the form wasn’t filled out correctly it would be rejected and you would have received an email notifying you of this.
- The new customer would need to arrange a new payment method. For example, by completing a Direct Debit mandate.
- The existing contract would continue in the name of the new owner. It would not start again.
How does the billing process work?
- Services are paid for in advance, e.g. the payment in January will be for the service throughout February.
- Landline usage is paid for in arrears, e.g. the payment in January would be for phone usage in December.
- The last payment should ALWAYS be after the disconnection date. A final bill cannot be calculated until services have been disconnected.
- If your last payment was not made after the disconnection date, you have not paid in full.