Ian (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
lovingboth) wrote2014-12-02 12:40 pm
lovingboth) wrote2014-12-02 12:40 pm
I knew we should have switched years ago. Possibly to carrier pigeon...
The story so far: the house in London SE4 was put up for sale in July. Someone made an offer in August, and after messing around for a couple of months suddenly wanted a quick completion - I needed to be in London for several days last week doing clearing and cleaning.*
This meant that some things hadn't been done before Friday, including ending the phone and internet service. That was with TalkTalk who took over Tiscali who'd taken over HomeChoice. Should be simple enough...
Carol: Hi, thank you for contacting TalkTalk today, can I please start by taking your full name and home telephone number?
You: Lisa G____**, 020________
Carol: Hi, Lisa, how may i assist you today?
You: I've just sold the house, so I need to cancel the phone and internet service.
Carol: I will assist you with your query.
Carol: You can give the services to the new people that wil lbuying the house.
Carol: So, that will have lines on the property.
You: If they want to stick with you, that would be fine, but you need to talk to them.
Carol: Would you like to take the services to the new property?
You: No thank you. At least not at the moment.
You: (I am just browsing what's available from TalkTalk. It's not obvious!)
Carol: We can give you better deal to have at your new property.
You: Step one - cancel the contract at Buckthorne Road - I moved out on Friday!
You: Step two - think about who to have here, but step one comes first.
Carol: Can I have your e-mail address.
You: Yes, it's talktalk@example.com
Carol: Please bear with me for 5 minutes while I view your account.
Carol: Thank you for your patience, Lisa.
Carol: Currently you have Broadband with line rental with us.
Carol: I can offer you a package for £18.45.
You: If we have anything, it will be fibre, but see earlier - cancel the Buckthorne Road contract first, please!
Carol: Please bear with me for 5 minutes while I process the cancellation for you.
You: OK
Carol: No problem.
Carol: Thank you for your patience, Lisa.
Carol: Please confirm you have chosen to cancel your telephone/broadband/TV order with TalkTalk?
If you change your mind, we will not be able to continue with this order and, you will need to place a new order. Please note: any agreed promotional discounts previously offered may not be available on future orders.
You will not incur any charges for cancelling this order.
Please ignore any correspondence welcoming you to TalkTalk or confirming your order, over the next few days, as your order has now been cancelled.
You will receive a letter to confirm your order cancellation within the next 5 working days.
Your account will be cancelled on 30/12/2014 and you will be unable to use your phone or broadband service after the date you have chosen for the line to be disconnected.
You will lose your telephone number.
You may need to pay to reactivate your line, which could cost up to £130.
You will receive your next bill as normal; however any subsequent bills will confirm any remaining credits or balances owed.
This bill will also contain an early termination fee if applicable, which is determined by the length of your contract remaining.
Please do not cancel your direct debit; we will do this for you once final payment has been taken. If you do cancel your direct debit you will incur a non direct debit fee.
Carol: Do you agree with the terms and conditions?
You: Why does it take a month?!?
You: (I needed to complete the sale in a week.)
Carol: The notice period for cancelling your account is 30 days.
You: That would only be ok if you bar all outgoing calls and anything else that can increase the charge. I am not there - any calls etc made on that line are not authorised by me.
You: (And how am I supposed to know 30 days in advance when a house sale will complete?)
You: (I also need to say that this is making it extremely unlikely I will be using TalkTalk at the new house.)
Carol: You can take your services to the new property with you.
You: I currently do not want to - it currently has a VirginMedia cable line = as I understand it, cannot be transferred quickly to anyone else.
You: The TalkTalk website says normal time to set up at a new address is two weeks... that's rather less than 30 days.
Carol: You are canceling your services.
You: Yep. Should be instant.
Carol: The terms and conditions are also on the website.
Carol: Please may I ask, is there anything else that I can assist you with?
You: I am reading through the T&C - we will be under the Tiscali ones. I cannot find the 30 day notice period there. Where do you think it is?
Carol: No, you will have to read Talktalk terms and conditions.
You: Why? We were transferred from Tiscali.
You: (Who took us over from HomeChoice, so it may well be their T&C that should apply.)
Carol: Talktalk has taken over.
Carol: Do you agree with the terms and conditions?
You: What benefit, if any, is there to me doing so?
Carol: Pardon.
You: You're asking me to accept a set of T&C. I'd like to know how they would be an improvement over the set I think I am under.
Carol: I do apologize.
Carol: However, these are the terms and conditions of the services.
You: Which?
You: The ones the website says? (Tiscali)
Carol: You will need to read Talktalk terms and conditions and not Tiscali.
You: Why? The website says that if we originally signed up with Tiscali, that set applies.
You: We were customers of Tiscali when TalkTalk took them over. I don't recall accepting any new T&C.
Carol: No, we have taking over the services and the process is 30 days notice period.
You: So why does the website say "To help us get you to the right place, please select from the below options" and offer "I originally signed up with Tiscali" taking me to a different set?
You: In any case, do you accept that any charges - apart from line rental etc and other fixed costs - are not authorised by me?
Carol: You will receive your last and final bill after the cancellation date.
You: Lovely. Do you accept that any charges - apart from line rental and other fixed costs - are not authorised by me?
Carol: No.
You: Why not? I am no longer the owner of the house.
You: What am I supposed to do, go down there and cut the phone wires?
Carol: When you was at the property you did have the services.
You: How long would it take to block chargeable calls?
Carol: You will be liable for the cost of terminating your contract.
You: Indeed. I am happy to pay for the services UP TO THAT DATE. If it is necessary to pay for the line rental etc after that, that's one thing, but paying for any chargeable calls made is quite another because any such calls were not made by or authorised by me.
You: I am also unclear how having a much shorter notice period for you to terminate the service than for me to terminate it is a fair contract term when dealing with a consumer.
Carol: Do you agree with the terms and conditions?
You: Which?
Carol: The Talktalk terms and conditions?
You: If that is the right set, why does the website say "To help us get you to the right place, please select from the below options" and offer "I originally signed up with Tiscali" taking me to a different set?
Carol: You are not with Tiscali anymore and Talktalk as taking over your services.
You: I had realised that.
You: However, as the TalkTalk website makes very clear, the T&C depend on when you signed up and who with.
Carol: I do apologize but it does not because cancellation is a notice period for cancelling your services is 30 days.
Carol: Do you agree with the terms and conditions?
You: "cancellation is a notice period for cancelling your services is 30 days"?
Carol: Yes.
Carol: Do you agree with the terms and conditions?
You: What does "cancellation is a notice period for cancelling your services is 30 days" mean?
You: I can see a number of possible meanings.
You: .. but I suspect it has a number of errors.
Carol: I have cancelled your services , which is 30 days from today.
You: OK, good.
Carol: Do you agree with the terms and conditions?
You: We're going in circles again.
You: I can see no reason why I should be under a set of terms and conditions that I have not previously been under.
Carol: You did have the serviced from Talktalk for may years.
You: Under the previous regime. If not, why does the website say "To help us get you to the right place, please select from the below options" and offer "I originally signed up with Tiscali" taking me to a different set?
You: (And a third set for those acquired from Pipex!)
You: ?
Carol: Do you agree with the terms and conditions?
You: See previous replies to that question.
Carol: In order for your services to be disconnected you will need to agree with terms and conditions.
You: So... if I don't agree you will provide a service without any?
Carol: Your services will continue as normal on a month to month basis.
You: Under which set of T&C?
Carol: Talktalk.
You: So... if I don't accept that I am under those T&C - and your own website says that I am not - you will unilaterally impose them?
You: How is that a fair contract term?
Carol: Those are the terms and conditions for cancelling your services.
You: Again, you're purporting to unilaterally impose a set of T&C on me, whether I accept them or not?
Carol: This is part of the services that you have with Talktalk.
You: Those would be the ones I don't want?
Carol: It the terms and conditions of Talktalk.
You: On what basis were they changed from the ones even the TalkTalk website says I am under?
Carol: You have the Talktalk services.
You: Only because TalkTalk took over Tiscali, and it acknowledges - on its own website - that a different set of T&C apply to former Tiscali customers.
You: Leaving this aside for a minute, what is the problem with blocking outgoing calls on the line?
Carol: You can place a bar on your services for outgoing calls.
You: Ah ha! Yes, please.
You: Apart from outgoing calls, are there any other ways that the bill could be increased?
Carol: You will need to contact our Customer Service Team and they will place the bar for you.
You: I thought you were the Customer Service Team.
Carol: No, you came through to the cancellation team.
You: Ah, OK.
You: Apart from outgoing calls, are there any other ways that the bill could be increased?
Carol: No.
You: Fab.
Carol: Do you agree with the terms and conditions?
You: Argh :)
You: I hope you have that question on a single key and don't have to type it out in full each time.
You: To avoid continuing this fascinating conversation unnecessarily, I am ok about paying the line rental up to the 30th Dec..
Carol: Is that yes, for the terms and conditions, Lisa.
You: Not necessarily. Why does it make such a big difference if I am going to pay that?
You: You've been unable to tell me what difference it would make.
Carol: It is part of my job to ask you the terms and condition for cancelling your services.
Carol: So that you services will be cancelled and you have agreed to the cancellation date.
You: I want to have the services cancelled, I am willing for that date to be 30th December, and I am willing to pay the line rental up to that date (I am literally on the phone now setting up the outgoing call bar!)***
Carol: No problem.
Carol: Please may I ask, is there anything else that I can assist you with?
You: I don't think so, thank you.
Carol: My pleasure.
Carol: Thank you for chatting with us at TalkTalk. We value your feedback. Please click the "End Chat'' button at the bottom left of the screen to answer a few short questions about your experience with us today.
What do you think my comments were like? :)
* Actually mostly the former - Nye was very useful doing the latter.
** It was in her name and 'on the internet, no-one knows you're a dog' etc.
*** That was Lisa who was doing that!
This meant that some things hadn't been done before Friday, including ending the phone and internet service. That was with TalkTalk who took over Tiscali who'd taken over HomeChoice. Should be simple enough...
Carol: Hi, thank you for contacting TalkTalk today, can I please start by taking your full name and home telephone number?
You: Lisa G____**, 020________
Carol: Hi, Lisa, how may i assist you today?
You: I've just sold the house, so I need to cancel the phone and internet service.
Carol: I will assist you with your query.
Carol: You can give the services to the new people that wil lbuying the house.
Carol: So, that will have lines on the property.
You: If they want to stick with you, that would be fine, but you need to talk to them.
Carol: Would you like to take the services to the new property?
You: No thank you. At least not at the moment.
You: (I am just browsing what's available from TalkTalk. It's not obvious!)
Carol: We can give you better deal to have at your new property.
You: Step one - cancel the contract at Buckthorne Road - I moved out on Friday!
You: Step two - think about who to have here, but step one comes first.
Carol: Can I have your e-mail address.
You: Yes, it's talktalk@example.com
Carol: Please bear with me for 5 minutes while I view your account.
Carol: Thank you for your patience, Lisa.
Carol: Currently you have Broadband with line rental with us.
Carol: I can offer you a package for £18.45.
You: If we have anything, it will be fibre, but see earlier - cancel the Buckthorne Road contract first, please!
Carol: Please bear with me for 5 minutes while I process the cancellation for you.
You: OK
Carol: No problem.
Carol: Thank you for your patience, Lisa.
Carol: Please confirm you have chosen to cancel your telephone/broadband/TV order with TalkTalk?
If you change your mind, we will not be able to continue with this order and, you will need to place a new order. Please note: any agreed promotional discounts previously offered may not be available on future orders.
You will not incur any charges for cancelling this order.
Please ignore any correspondence welcoming you to TalkTalk or confirming your order, over the next few days, as your order has now been cancelled.
You will receive a letter to confirm your order cancellation within the next 5 working days.
Your account will be cancelled on 30/12/2014 and you will be unable to use your phone or broadband service after the date you have chosen for the line to be disconnected.
You will lose your telephone number.
You may need to pay to reactivate your line, which could cost up to £130.
You will receive your next bill as normal; however any subsequent bills will confirm any remaining credits or balances owed.
This bill will also contain an early termination fee if applicable, which is determined by the length of your contract remaining.
Please do not cancel your direct debit; we will do this for you once final payment has been taken. If you do cancel your direct debit you will incur a non direct debit fee.
Carol: Do you agree with the terms and conditions?
You: Why does it take a month?!?
You: (I needed to complete the sale in a week.)
Carol: The notice period for cancelling your account is 30 days.
You: That would only be ok if you bar all outgoing calls and anything else that can increase the charge. I am not there - any calls etc made on that line are not authorised by me.
You: (And how am I supposed to know 30 days in advance when a house sale will complete?)
You: (I also need to say that this is making it extremely unlikely I will be using TalkTalk at the new house.)
Carol: You can take your services to the new property with you.
You: I currently do not want to - it currently has a VirginMedia cable line = as I understand it, cannot be transferred quickly to anyone else.
You: The TalkTalk website says normal time to set up at a new address is two weeks... that's rather less than 30 days.
Carol: You are canceling your services.
You: Yep. Should be instant.
Carol: The terms and conditions are also on the website.
Carol: Please may I ask, is there anything else that I can assist you with?
You: I am reading through the T&C - we will be under the Tiscali ones. I cannot find the 30 day notice period there. Where do you think it is?
Carol: No, you will have to read Talktalk terms and conditions.
You: Why? We were transferred from Tiscali.
You: (Who took us over from HomeChoice, so it may well be their T&C that should apply.)
Carol: Talktalk has taken over.
Carol: Do you agree with the terms and conditions?
You: What benefit, if any, is there to me doing so?
Carol: Pardon.
You: You're asking me to accept a set of T&C. I'd like to know how they would be an improvement over the set I think I am under.
Carol: I do apologize.
Carol: However, these are the terms and conditions of the services.
You: Which?
You: The ones the website says? (Tiscali)
Carol: You will need to read Talktalk terms and conditions and not Tiscali.
You: Why? The website says that if we originally signed up with Tiscali, that set applies.
You: We were customers of Tiscali when TalkTalk took them over. I don't recall accepting any new T&C.
Carol: No, we have taking over the services and the process is 30 days notice period.
You: So why does the website say "To help us get you to the right place, please select from the below options" and offer "I originally signed up with Tiscali" taking me to a different set?
You: In any case, do you accept that any charges - apart from line rental etc and other fixed costs - are not authorised by me?
Carol: You will receive your last and final bill after the cancellation date.
You: Lovely. Do you accept that any charges - apart from line rental and other fixed costs - are not authorised by me?
Carol: No.
You: Why not? I am no longer the owner of the house.
You: What am I supposed to do, go down there and cut the phone wires?
Carol: When you was at the property you did have the services.
You: How long would it take to block chargeable calls?
Carol: You will be liable for the cost of terminating your contract.
You: Indeed. I am happy to pay for the services UP TO THAT DATE. If it is necessary to pay for the line rental etc after that, that's one thing, but paying for any chargeable calls made is quite another because any such calls were not made by or authorised by me.
You: I am also unclear how having a much shorter notice period for you to terminate the service than for me to terminate it is a fair contract term when dealing with a consumer.
Carol: Do you agree with the terms and conditions?
You: Which?
Carol: The Talktalk terms and conditions?
You: If that is the right set, why does the website say "To help us get you to the right place, please select from the below options" and offer "I originally signed up with Tiscali" taking me to a different set?
Carol: You are not with Tiscali anymore and Talktalk as taking over your services.
You: I had realised that.
You: However, as the TalkTalk website makes very clear, the T&C depend on when you signed up and who with.
Carol: I do apologize but it does not because cancellation is a notice period for cancelling your services is 30 days.
Carol: Do you agree with the terms and conditions?
You: "cancellation is a notice period for cancelling your services is 30 days"?
Carol: Yes.
Carol: Do you agree with the terms and conditions?
You: What does "cancellation is a notice period for cancelling your services is 30 days" mean?
You: I can see a number of possible meanings.
You: .. but I suspect it has a number of errors.
Carol: I have cancelled your services , which is 30 days from today.
You: OK, good.
Carol: Do you agree with the terms and conditions?
You: We're going in circles again.
You: I can see no reason why I should be under a set of terms and conditions that I have not previously been under.
Carol: You did have the serviced from Talktalk for may years.
You: Under the previous regime. If not, why does the website say "To help us get you to the right place, please select from the below options" and offer "I originally signed up with Tiscali" taking me to a different set?
You: (And a third set for those acquired from Pipex!)
You: ?
Carol: Do you agree with the terms and conditions?
You: See previous replies to that question.
Carol: In order for your services to be disconnected you will need to agree with terms and conditions.
You: So... if I don't agree you will provide a service without any?
Carol: Your services will continue as normal on a month to month basis.
You: Under which set of T&C?
Carol: Talktalk.
You: So... if I don't accept that I am under those T&C - and your own website says that I am not - you will unilaterally impose them?
You: How is that a fair contract term?
Carol: Those are the terms and conditions for cancelling your services.
You: Again, you're purporting to unilaterally impose a set of T&C on me, whether I accept them or not?
Carol: This is part of the services that you have with Talktalk.
You: Those would be the ones I don't want?
Carol: It the terms and conditions of Talktalk.
You: On what basis were they changed from the ones even the TalkTalk website says I am under?
Carol: You have the Talktalk services.
You: Only because TalkTalk took over Tiscali, and it acknowledges - on its own website - that a different set of T&C apply to former Tiscali customers.
You: Leaving this aside for a minute, what is the problem with blocking outgoing calls on the line?
Carol: You can place a bar on your services for outgoing calls.
You: Ah ha! Yes, please.
You: Apart from outgoing calls, are there any other ways that the bill could be increased?
Carol: You will need to contact our Customer Service Team and they will place the bar for you.
You: I thought you were the Customer Service Team.
Carol: No, you came through to the cancellation team.
You: Ah, OK.
You: Apart from outgoing calls, are there any other ways that the bill could be increased?
Carol: No.
You: Fab.
Carol: Do you agree with the terms and conditions?
You: Argh :)
You: I hope you have that question on a single key and don't have to type it out in full each time.
You: To avoid continuing this fascinating conversation unnecessarily, I am ok about paying the line rental up to the 30th Dec..
Carol: Is that yes, for the terms and conditions, Lisa.
You: Not necessarily. Why does it make such a big difference if I am going to pay that?
You: You've been unable to tell me what difference it would make.
Carol: It is part of my job to ask you the terms and condition for cancelling your services.
Carol: So that you services will be cancelled and you have agreed to the cancellation date.
You: I want to have the services cancelled, I am willing for that date to be 30th December, and I am willing to pay the line rental up to that date (I am literally on the phone now setting up the outgoing call bar!)***
Carol: No problem.
Carol: Please may I ask, is there anything else that I can assist you with?
You: I don't think so, thank you.
Carol: My pleasure.
Carol: Thank you for chatting with us at TalkTalk. We value your feedback. Please click the "End Chat'' button at the bottom left of the screen to answer a few short questions about your experience with us today.
What do you think my comments were like? :)
* Actually mostly the former - Nye was very useful doing the latter.
** It was in her name and 'on the internet, no-one knows you're a dog' etc.
*** That was Lisa who was doing that!
no subject
Well done for surviving it.
no subject
Scam merchants! I hate telcos, they almost all suck (AAISP being the expensive exception).
no subject
no subject
Actually I recall my dad having a similar conversation with them when moving house, having been with Pipex. At the start he was planning to just move house but then decided to go far, far away...
LOL
But 30 days is standard...
But ugh for using TalkTalk.