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

I'd say the offending party is Vodafone.

You have two lines at the address.

A SoGEA one (which is likely Vodafone)
A MPF one (which is Talk Talk, as Vodafone don't use MPF).

Text
1 23	Line access ID/number   Product type    Location        ADSL ready      Pending cease xxxxxxxx                SOGEA           Yes     Noyyyyyyyy                MPF             Yes     Yes (03-Jan-2023)

The xxxxxx/yyyyyy are the respective line IDs.

I'd guess that Talk Talk took your cease and set it for 3rd Jan. If Vodafone had taken over the line, that itself wouldn't have been possible.

Unfortunately, everything points to Vodafone not doing something correctly and what Talk Talk advised, at least, seems correct.

Matt

Edited by uno (Sun 25-Dec-22 16:29:03)

Hi Matt

You have been a great help on this issue and thank your for you help on this very confusing and frustrating issue. After spending hours on the phone to both why couldn't one of them tell me the situation !!!

So if i understand this correctly Vodaphone implemented a new line activation and not a migration ?

Also when the cease goes into place on the 3rd of January will the line be disconnected completely .ie i lose all internet connect from Vodaphone too ?

Cheers

So if i understand this correctly Vodaphone implemented a new line activation and not a migration ?

Yes.
Migrations don't need engineers to visit. The fact Vodafone sent an engineer for a migration was a big red flag in itself.

Also when the cease goes into place on the 3rd of January will the line be disconnected completely .ie i lose all internet connect from Vodaphone too ?

Only Talktalk's line will be ceased. It isn't even connected in your property so it will have no effect. The vodafone line will continue to function.

I'm a bit puzzled how Vodafone managed to take over your active Talktalk number during a new line activation without Talktalk even noticing it.

Edited by j0hn83 (Mon 26-Dec-22 12:04:53)

Dear me sounds like a bit of mess !!!

I will chase this up with Vodaphone when the Bank holidays are over and see what they say.

Thanks all

In reply to a post by j0hn83:

Yes.
Migrations don't need engineers to visit. The fact Vodafone sent an engineer for a migration was a big red flag in itself.

Not entirely impossible, though. The SVR could have been set to standard or premium and a migration could have happened with the visit, mostly where the CP wants to ensure wiring correct, or specific hardware install steps are completed.

To the OP: just confirm that your phone line is plugged in to your Vodafone router and that you can make and receive calls on your normal/original phone number you had with Talk Talk and that the telephone is not connected to the old voice line.

It could be that Vodafone did give you a new number and whatever the setup is at the address now, you've still been using the Talk Talk line to make/receive calls.

Matt

In reply to a post by uno:

It could be that Vodafone did give you a new number and whatever the setup is at the address now, you've still been using the Talk Talk line to make/receive calls.

Also any chargeable outgoing calls might have been indicated on recent TT bills? Even if the TT MPF line was disconnected at the NTE5 (and no calls possible) then line rental and the broadband service could still be charged for by TT if the migration was not handled correctly - i.e. TT MPF cease etc.?

Edited by 4M2 (Mon 26-Dec-22 18:44:03)

Hi All

TalkTalk Customer service contacted me today and they have refunded my account for the unused service along confirming my account with them will be ended on the 3rd of January. The representative was really good btw and was pleasant to talk too

I am still not sure what exactly happened tbh and i cant check the landline as i have never used it in over 10 years ( I don't even have a phone to plug into it, as i use my mobile exclusively ).

I wish to thank you all for all the advice you have provided in particular Matt for a better understanding on what went wrong with the migration

Cheers