Cancelling my Talk Talk account early

I want to cancel my 18 month TT contract with 13 months left. This is because BT has introduced a Home Essentials broadband offer for people like me living on benefits which is considerably cheaper. However, TT wants to grab £132.60 from me for the privilege of being my current provider. A libertarian would tell me I agreed the contract; yes, I did - but only because TT broke my existing contract by drastically increasing the monthly price I'd agreed with them and insisting that I take up their new 'offer' in February 2021. I am sure that, if I took this to the Communications Ombudsman, it would agree that I and other TT customers had been exploited.

Can I simply stop paying TT and take up a contract with BT?

Can I simply stop paying TT and take up a contract with BT?

You could, but you’ll end up paying for both somehow.

Also BT won’t just takeover the existing line, as there is a working service on it, so you’ll need a full install of a separate line, with any additional costs associated with that.

In reply to a post by Airlane:

insisting that I take up their new 'offer' in February 2021

TalkTalk did not insist, you took up the new offer willingly. You could also have chosen not to extend your contract end date, or changed provider at that time without any penalty.

You said "TT broke my existing contract", in what way did they break it?

In reply to a post by MHC:

You said "TT broke my existing contract", in what way did they break it?

Price increase, allowing everyone to leave without penalty.

That is not TT breaking the contract. It is allowing the customer to invoke a early leaving clause.

In reply to a post by MHC:

That is not TT breaking the contract. It is allowing the customer to invoke a early leaving clause.

The terminology isn't relevant anyway, the OP has not been on that contract for five months.

That being said, TalkTalk is currently under investigation for advertising "no mid contract price rises", before introducing a mid contract price rise: https://www.moneysavingexpert.com/news/2021/07/talkt...

However, knowing the ASA, it will be a slap on the wrist and "don't do it again naughty boy" response.

As many other TT customers will attest, in early 2021 the company increased the price of its service to customers who had signed up in 2020 in the confident expectation - as assured by TT customer sales agents - that we were signing up to a fixed price contract for 18 months. We were not told that a small clause in the TT contract allowed the company to raise prices "for business reasons". And how many residential broadband customers read every clause of the contracts we blithely sign?

Exactly: a mid contract price rise which was specifically advertised as not going to happen. TT partly covered itself by including a clause which allowed it to increase prices at any time 'for business reasons'. But doesn't that contradict the first claim?

There's merit in what you're saying, but you're only complaining now because cheaper deal has come along since you renegotiated five months ago.

The bottom line is, TalkTalk will hold you to a contract breakage fee if you leave, and if you don't pay it your credit rating will be damaged. Not worth it.

AIUI you needed to trigger a migration away within a month of the price rise. Once you pay the increased price, (legally maybe twice as the first might have been the next day or not long after), you are probably deemed to have accepted the new price.

I would expect something along those lines to appear in the clauses of your contract.

In reply to a post by Airlane:

I am sure that, if I took this to the Communications Ombudsman, it would agree that I and other TT customers had been exploited.

I am sure they would agree with TT.

Have you tried contacting TT and explaining your situation, if not give it a go you have nothing to lose, don't give them both barrels in your email and you might get lucky.

This is why I left PN because of mid contract price rise. They left me go and written off contract no problem.

In reply to a post by adslmax:

This is why I left PN because of mid contract price rise. They left me go and written off contract no problem.

Did PN have the same clause mentioned below in the earlier post by Airline if not it is irrelevant that PN let you go early.

TT partly covered itself by including a clause which allowed it to increase prices at any time 'for business reasons'.

"Business reasons" is more than a bit nebulous. All prices exist for business reasons, and no price change in either direction is made for anything other than business reasons.

I don't see how it would stand up in court. Especially given the advertising and verbal statements by sales staff.

In reply to a post by pluralist:

"Business reasons" is more than a bit nebulous. All prices exist for business reasons, and no price change in either direction is made for anything other than business reasons.

I don't see how it would stand up in court. Especially given the advertising and verbal statements by sales staff.

I received the email below a few weeks ago and as you can see below it says you can leave with no charge, i looks around and found i could not get a better service cheaper with the £2,50 added so am staying with TT.


Dear Mr ******.

Giving you the best value service is our top priority. Over this extraordinary last year, we've seen broadband usage soar. We’ve invested more heavily in our network, to keep up with demand and to continue offering resilient, totally unlimited broadband usage as standard. Now, in line with other broadband companies, we’ve had to review our prices.
From 15th July 2021, your monthly price will go up by £2.50 for your Fibre 65 Plan. We’ve also made some changes to your terms and conditions. Each April, your package price will increase by the Consumer Price Index (CPI) rate of inflation plus 3.7%, which is lower than BT’s latest CPI based price increase.

Thanks for being a loyal TalkTalk customer. We want you to stay with us, but you can choose to leave us before 15th July 2021 without any charges. You need to contact us directly via phone to ensure you are not charged. After this date, there will be an early termination charge if you cancel your broadband within your minimum contracted term. Click here for more information.
We hope you’ll keep relying on us to provide you with a high quality, great value service that consistently helps you save versus other broadband companies.

Edited by Jack_Hackett (Sat 10-Jul-21 18:42:39)

In reply to a post by Airlane:

Can I simply stop paying TT and take up a contract with BT?

Technically you can yes.

It will damage your credit rating though and Talktalk will pass the debt on to a debt collection agency.

Providers like BT and Talktalk run a credit check when you join and sign up to their services.
If you fail to pay your bill for these then eventually you will just fail the credit check and nobody will give you service in your own name.

BT run a credit check before allowing you to sign up to the Home Essentials package.
If you fail that then you need to pay them a deposit in order to join.

When Talktalk increased your price mid contract you were given the option to leave within 30 days penalty free.
You made the decision to sign a new contract for another minimum term.
I fail to see how you can blame Talktalk for that.

The communication ombudsman would side with Talktalk on that as they did as they were required by allowing you 30 days to leave penalty free.
You signed a new contract after that fact.

Edited by j0hn83 (Sat 10-Jul-21 19:39:34)

In reply to a post by j0hn83:

In reply to a post by Airlane:

Can I simply stop paying TT and take up a contract with BT?

Technically you can yes.

It will damage your credit rating though and Talktalk will pass the debt on to a debt collection agency.

Which is like answering the question "Can I rob a bank?" with "Technically you can yes".

If you walk away from your contract with Talktalk, you will have a debt with them - the value of the remainder of the contract. The debt will rapidly mount as Talktalk pass it on to a debt collection agency, who will add hundreds of pounds in their own fees. Eventually you will likely get a County Court Judgement against you. The debt collection agency could send in the bailiffs to recover the debt; there are scenarios in which you could end up in jail.

Don't do it. Stick with the contract you signed up to, and leave at the end. For the sake of £5 per month, it's not worth ruining your life.

In reply to a post by candlerb:

Don't do it. Stick with the contract you signed up to, and leave at the end.

+1

Thanks Jack,

That's basically what all of us have been trying to get across to the OP. That clause satisfies the Ofcom requirement and clears TT.

It also in this case negates my post that you replied to. Mine basically covers the case that TT did not offer the 30-day penalty-free exit.

From what the OP says, I am sure he did receive the same email, and somehow converted it in his mind to "I agreed the contract; yes, I did - but only because TT broke my existing contract by drastically increasing the monthly price I'd agreed with them and insisting that I take up their new 'offer' in February 2021".

I don't see any forcing there, and it's hard to see how any subsequent telephone conversation at the time with the help line could have done so either.

Having said that, it was also a bit of a hard decision for them, as most migrations at that point would have meant signing up for a similar contract. Though there are a few monthly ones around.

Half way through that paragraph I thought of checking if there hade been anything about this at the time, and it turns out there has been. Though with slightly different "facts". No mention of fixed price for the term, though we can assume the email he received was identical to yours.

I also note the "February" in this thread conflicts with that other opening post, dated 11 March, where we have "Today they emailed me to tell me the monthly price is rising by 10%.

I note the OP did not respond to any replies, with any further information.

A person who in court would possibly be classified as "not a reliable witness".

In reply to a post by Airlane:

... And how many residential broadband customers read every clause of the contracts we blithely sign?

Most of the ones here I think would check the "early termination" charges, as they vary a lot between providers and none of really know how our circumstances could change on a 12-24 month period.

"Blithely":

adverb. without much thought, concern, or care:I blithely went ahead with my project without really considering the impact it would have on my career. in a joyous or happy way; cheerfully or lightheartedly

Not a good idea for anything more than a few weeks contract.

In reply to a post by pluralist:

In reply to a post by Airlane:

... And how many residential broadband customers read every clause of the contracts we blithely sign?

Most of the ones here I think would check the "early termination" charges, as they vary a lot between providers and none of really know how our circumstances could change on a 12-24 month period.

"Blithely":

adverb. without much thought, concern, or care:I blithely went ahead with my project without really considering the impact it would have on my career. in a joyous or happy way; cheerfully or lightheartedly

Not a good idea for anything more than a few weeks contract.

"Most of the ones here" narrows the target audience a little. By definition, half of the population are stupider than the average; that may give a bias to any results based on the people using this Forum.

In reply to a post by GonePostal:

"Most of the ones here" narrows the target audience a little. By definition, half of the population are stupider than the average; that may give a bias to any results based on the people using this Forum.

That looks to me like a rather elitist statement.

In reply to a post by pluralist:

In reply to a post by GonePostal:

"Most of the ones here" narrows the target audience a little. By definition, half of the population are stupider than the average; that may give a bias to any results based on the people using this Forum.

That looks to me like a rather elitist statement.

Is the problem that I have said something factually incorrect or that you have a different opinion about the likely awareness of people using this forum vis-a-vis the population as a whole - or is it just that you have a compulsion to play devil's adovcate once we get to a certain time of night?

It's up to you then, to explain the difference you perceive between the mix in the general population and those in this forum.

In reply to a post by Airlane:

I want to cancel my 18 month TT contract with 13 months left. This is because BT has introduced a Home Essentials broadband offer for people like me living on benefits which is considerably cheaper. However, TT wants to grab £132.60 from me for the privilege of being my current provider. A libertarian would tell me I agreed the contract; yes, I did - but only because TT broke my existing contract by drastically increasing the monthly price I'd agreed with them and insisting that I take up their new 'offer' in February 2021. I am sure that, if I took this to the Communications Ombudsman, it would agree that I and other TT customers had been exploited.

Can I simply stop paying TT and take up a contract with BT?

How much are you paying TT? £22.50 a month? If yes, then Home Essentials £20 a month isn't worth for £2.50 a month less!

In reply to a post by adslmax:

In reply to a post by Airlane:

I want to cancel my 18 month TT contract with 13 months left. This is because BT has introduced a Home Essentials broadband offer for people like me living on benefits which is considerably cheaper. However, TT wants to grab £132.60 from me for the privilege of being my current provider. A libertarian would tell me I agreed the contract; yes, I did - but only because TT broke my existing contract by drastically increasing the monthly price I'd agreed with them and insisting that I take up their new 'offer' in February 2021. I am sure that, if I took this to the Communications Ombudsman, it would agree that I and other TT customers had been exploited.

Can I simply stop paying TT and take up a contract with BT?

How much are you paying TT? £22.50 a month? If yes, then Home Essentials £20 a month isn't worth for £2.50 a month less!

I think you are right Max.

I looked round to see if i could find a better deal and having included the extra £2:50 TT are adding i could not find better, i get the speeds below on the Fibre 65 package so i don't mind paying the extra.

Edited by Jack_Hackett (Sun 11-Jul-21 15:36:13)

Yep, BT Home Essentials isn't really worth it because while you are going to pay £20 a month. You have to pay £10 for Postage and Package of the router delivery+you don't get the £70-£90 voucher that you normally get with the other providers via Uswitch.

Here's an example Now Broadband USwitch £50 reward card 12 month contract £24 a month. Here's some maths that shows how Home Essentials is an illusion.

Example Now Broadband 24x12=£288. 288-50=238. 238÷12=£19.83.

So basically at the end of the 12 month contract Now Broadband is actually cheaper than BT Home Essentials, which is more like £21 a month after the £10 postage and package.

I also had a price hike in my TalkTalk contract. I signed up to a 24 month contract for the FTTC 80/20 package in February 2020 via online chat. They said it will be a fixed 24 month contract at £21.95 (no price hikes).

But in April this year price jumped to £23.95 a month. My contract ends in February 2022.

I also found out coincidentally that my housing management team granted wayleave for CommunityFibre FTTP. So I realize that it would be irrational for me to quit TalkTalk just because of the £2 jump when in a few months I might get FTTP live and I wouldn't want to be tied to a new contract. At least I can switch in 7 months time.

So perhaps it may be worth sticking to TalkTalk for now until contract ends. A better offer with voucher/reward card might make it more economical in the long run than BT Home Essentials.

It's £15 a month for 40/10 on FTTP or FTTC.
Find anything close to that and you're doing well.

It's £20 a month for 80/20 on FTTP or FTTC.
On FTTP nothing comes close.

Both come with unlimited minutes to UK landlines and mobiles.

Your definition of "isn't really worth it" isn't the same as mine.
Jumping through cashback hoops to save £0.17 a month. The cashback isn't guaranteed either.
BT Essentials also comes with no early termination fees which can be great for people on the uncertainty of benefits.
They don't insist on direct debit either or charge more for paying by other means.

I agree the OP should see out the contract they signed.
I disagree BT Essentials isn't good value.

I've assisted a couple neighbours who were on BT FTTP to regrade to BT Home Essentials to save £10 and £15 a month each.
Both passed the eligibility check immediately and were regraded within 24 hours.
No router delivery charge for existing customers either.
I think it's brilliant value.

In reply to a post by j0hn83:

It's £15 a month for 40/10 on FTTP or FTTC.
Find anything close to that and you're doing well.

It's £20 a month for 80/20 on FTTP or FTTC.
On FTTP nothing comes close.

Both come with unlimited minutes to UK landlines and mobiles.

Your definition of "isn't really worth it" isn't the same as mine.
Jumping through cashback hoops to save £0.17 a month. The cashback isn't guaranteed either.
BT Essentials also comes with no early termination fees which can be great for people on the uncertainty of benefits.
They don't insist on direct debit either or charge more for paying by other means.

I agree the OP should see out the contract they signed.
I disagree BT Essentials isn't good value.

I've assisted a couple neighbours who were on BT FTTP to regrade to BT Home Essentials to save £10 and £15 a month each.
Both passed the eligibility check immediately and were regraded within 24 hours.
No router delivery charge for existing customers either.
I think it's brilliant value.

BT Home Essentials isn't including FTTP? It only for FTTC

I am sure you are wrong, it can be FTTC or FTTP. On the checker if it is FTTP there is a single speed value of 74Mbps quoted on the 80Mbps service instead of a range of speeds which will vary according to line length on FTTC.

Home Essentials

In reply to a post by adslmax:

BT Home Essentials isn't including FTTP? It only for FTTC

It definitely does.
I'm typing from an FTTP line on BT Home Essentials right now.

https://ibb.co/s5JBfwK

In reply to a post by Realalemadrid:

I am sure you are wrong, it can be FTTC or FTTP. On the checker if it is FTTP there is a single speed value of 74Mbps quoted on the 80Mbps service instead of a range of speeds which will vary according to line length on FTTC.

Exactly this.

Edited by j0hn83 (Mon 12-Jul-21 19:18:24)

In reply to a post by j0hn83:

It's £15 a month for 40/10 on FTTP or FTTC.
Find anything close to that and you're doing well.

It's £20 a month for 80/20 on FTTP or FTTC.
On FTTP nothing comes close.

Both come with unlimited minutes to UK landlines and mobiles.

Your definition of "isn't really worth it" isn't the same as mine.
Jumping through cashback hoops to save £0.17 a month. The cashback isn't guaranteed either.
BT Essentials also comes with no early termination fees which can be great for people on the uncertainty of benefits.
They don't insist on direct debit either or charge more for paying by other means.

I agree the OP should see out the contract they signed.
I disagree BT Essentials isn't good value.

I've assisted a couple neighbours who were on BT FTTP to regrade to BT Home Essentials to save £10 and £15 a month each.
Both passed the eligibility check immediately and were regraded within 24 hours.
No router delivery charge for existing customers either.
I think it's brilliant value.

If indeed Home essentials is available for FTTP as well then it is a great deal. But the OP is looking to switch to FTTC.

Jumping through cashbacks to save 17 pence perhaps isn't worth it. But there are deals where you may be able to save a little more than that. This way you won't need home essentials.

I managed to get £75 cash back to my bank account switching to Plusnet a couple of years ago. It was a good deal, which at that time was cheaper than a lot of deals.

I respect your assistance in guiding your neighbours to regrade to FTTP BT Home Essentials. They are perhaps lucky to have FTTP.

I am mentioning these calculations just to make those aware or more pragmatic shall I say. All options should be considered and assessed carefully, because you never know what better deal may be available to you (at least on FTTC). If you emotionally make a very quick decision thinking it is the best available deal, some better deal may be lurking around the corner and by the time you made that quick switch, it'll be too late.

In reply to a post by candlerb:

In reply to a post by j0hn83:

In reply to a post by Airlane:

Can I simply stop paying TT and take up a contract with BT?

Technically you can yes.

It will damage your credit rating though and Talktalk will pass the debt on to a debt collection agency.

Which is like answering the question "Can I rob a bank?" with "Technically you can yes".

If you walk away from your contract with Talktalk, you will have a debt with them - the value of the remainder of the contract. The debt will rapidly mount as Talktalk pass it on to a debt collection agency, who will add hundreds of pounds in their own fees. Eventually you will likely get a County Court Judgement against you. The debt collection agency could send in the bailiffs to recover the debt; there are scenarios in which you could end up in jail.

Don't do it. Stick with the contract you signed up to, and leave at the end. For the sake of £5 per month, it's not worth ruining your life.

Debt is CIVIL law unless you Owe GOVT But debts to private companies or individuals are not punishable by prison yet, though the road the uk is going down currently that may change

But yes they will want the payment for any remaining unused period of your contract this maybe the normal price or a reduced price

Edited by tommy45 (Tue 13-Jul-21 14:16:38)

In reply to a post by tommy45:

Debt is CIVIL law unless you Owe GOVT But debts to private companies or individuals are not punishable by prison yet, though the road the uk is going down currently that may change

It can however already end up with imprisonment.

But yes they will want the payment for any remaining unused period of your contract this maybe the normal price or a reduced price

Ofcom requires that that the early leaving cost should reflect only the costs incurred by the provider due to the early termination, not the costs plus loss of profit.

In reply to a post by Airlane:

Exactly: a mid contract price rise which was specifically advertised as not going to happen. TT partly covered itself by including a clause which allowed it to increase prices at any time 'for business reasons'. But doesn't that contradict the first claim?

Previous contract is water under the bridge. Hopefully all the posts above have convinced you not to simply stop paying for your current service without coming to some prior arrangement or agreement with them, lest your credit score/report will be negatively affected. Which will doubtless lead to longer term issues taking out any future services or getting any sort of credit. It’s really not worth the short term gain for the long term pain.