TalkTalk Query

I have a little query someone here might be able to give some advice on.

Our telephone line was with TalkTalk which my parents paid for. Our broadband was with ADSL24 in which I paid for (was in my name). My dad changed package (unknown to me) to one that included broadband thinking that we would just not use the broadband, however last thursday at 15.30 the broadband stopped connecting. It was still synched but no IP address. I found out that I could connect through the details TalkTalk had sent with the little white router they sent us.

It seems that TalkTalk had taken over the broadband service even though there was already an active broadband service on the line. I phoned them up on the Saturday when I had the first opportunity to do and they said it had gone past the point in which they could stop the migration and that I could still cancel within 30 days but that would also cancel the phone line.

Are TalkTalk legally able to do this? They seemed to have taken over the broadband service even though we already had a service from another company and my parents weren't the account holder.

In reply to a post by darkmast2:

I have a little query someone here might be able to give some advice on.

Our telephone line was with TalkTalk which my parents paid for. Our broadband was with ADSL24 in which I paid for (was in my name). My dad changed package (unknown to me) to one that included broadband thinking that we would just not use the broadband, however last thursday at 15.30 the broadband stopped connecting. It was still synched but no IP address. I found out that I could connect through the details TalkTalk had sent with the little white router they sent us.

It seems that TalkTalk had taken over the broadband service even though there was already an active broadband service on the line. I phoned them up on the Saturday when I had the first opportunity to do and they said it had gone past the point in which they could stop the migration and that I could still cancel within 30 days but that would also cancel the phone line.

Are TalkTalk legally able to do this? They seemed to have taken over the broadband service even though we already had a service from another company and my parents weren't the account holder.

What you had was a BT line with CPS voice service from TT and BB from ADSL24. TT have replaced this with their own LLU service of voice and BB. IIRC they are not allowed to do this without a separate notification stating that the existing BB service will be disconnected. I strongly suspect that your father was notifed but failed to understand what he was told.

I would try the TT BB service because it will save you a lot of money and it should be faster. If it fails to perform then cancel before the one month is up. Generally it is reliable in my experience. You have to accept their lousy support but that is how they save money. Most users don't need it or use the members forum.

If you are sure of your facts and you think TT have mislead your parents then complain to Ofcom. TT are already under investigation for charging former customers for services which had ceased, so they might be more helpful than usual.