Migrated from TalkTalk but still being billed

Hello all

I am seeking advice on a issue where I have migrated from TalkTalk to Vodaphone. The migration was successful but TalkTalk have not stopped my account so I am still being billed by them. So in effect I am paying TalkTalk for a service they are not providing

I have managed to get through to both TalkTalk & Vodaphone’s helpdesk’s and they are blaming each other for this situation.

TalkTalk state they have not been informed by Vodaphone of my migration and Vodaphone state the notification is automatic and there is nothing they can do. After 2 hours of frustrating phone calls I think I have managed to cancel my TalkTalk account but they are unwilling to refund me the money they have billed me for a service they have not provided over the last couple of months

My question is what recourse is there for me as I can’t seem to find anyone to complain too in order to recover my money ?


Thanks

Register a complaint with CISAS

https://www.cedr.com/consumer/cisas/

Hi Pheasant

Thanks you for the link, unfortunately it looks like i will have to wait 8 weeks before i can raise a complaint as TalkTalk were most unhelpful on the phone providing no information other than verbally

Cheers

Did you happen to have an Openreach engineer visit for the new Vodafone service?

Matt

In reply to a post by Freemental:

Hi Pheasant

Thanks you for the link, unfortunately it looks like i will have to wait 8 weeks before i can raise a complaint as TalkTalk were most unhelpful on the phone providing no information other than verbally

Cheers

Keep a diary note/record of dates/time of all your correspondence and conversations with them. Also keep a record and have access to records of all payments etc.

It will eventually get sorted out, but it takes patience and calm.

Good luck.

Hi Matt

Yes an engineer can on the day of activation, he had to make a change to the wall box and do some tests. It all went very well and the link to Vodaphone was up and running in under 30 minutes

I suspect this is the problem and is commonly something we see with Vodafone too.

They place new line orders instead of migrations and if they've done that, Talk Talk wouldn't ever know about it.

If Vodafone only provide you a broadband service with no voice, or gave you a new number, that would seem to confirm the above happened.

In that case, you'd need to seek compensation from Vodafone as they are the party at fault.

Matt

Hi Matt

I am sure it was a migration as i have kept the same landline number as well. I have kept all of the emails sent to me and here is part of the activation emails from Vodaphone :-

"Broadband - next steps
Before switching to us
Check for any early termination fees with your current provider. As part of our simple switching service, we’ll contact your broadband supplier for you to let them know you’re leaving. Unfortunately, we can’t offer this service to Virgin Media customers. So, if you’re with Virgin, you’ll need to let them know you’re leaving.

Your confirmation email and letter
Within a week, you’ll receive another confirmation email and a letter. Both will tell you when your service will start and the date and time of your scheduled engineer visit, should you need one.

A few days before your service starts
We'll send your router and Quick Start Guide via our courier DPD three working days before your broadband activation date. DPD will email or text you with your delivery date, and you'll have the option to reschedule if it's not convenient."

If you want to PM me your postcode and house number, happy to see what the Openreach database shows.

Either there is only one line and Talk Talk have made a mistake, or there are two active lines and Vodafone, somewhere/how, have.

Matt

PM sent


Cheers