TalkTalk sign up query

I have a mate whos currently just signed up to BT (new line, and has a BT subscription service), whos locked into a 12 month contract. He signed up for TalkTalk (obvoiusly saw the low price charges compared with BT), but then realised after completing the signup, that he was locked into a contract with BT. He's really worried that he might have to pay the full cancellation fee for BT (�125) Is there any way this mess can be sorted out?

Also on a seperate note, why does TalkTalk allow customers to signup when it doesn't do a check during its signup process to see whether the customer is bound to a contract, or ask for a MAC code to prevent the sale going through. Its really easy for non technical customers to get caught into an unintential mess. Hope someone can help, thanks!

Edited by Bobby_Valentino (Sun 30-Mar-08 19:41:46)

Unfortunately, potential providers cannot see that someone is still subject to a contract. Additionally, even if they could see this information, it would not make any difference as the consumer has freedom of choice and can end their contract early, which they have to then sort out with the previous provider.

As for a MAC (migration code), TalkTalk will only require this if they are supplying their broadband over BT's IPStream product, rather than their own LLU product. As the telephone and broadband product with TalkTalk is fully unbundled (where available) they do not require a MAC code to provision services.

As far as I see it your friend has 2 options:

1) If BT just re-activated an existing line rather than installing a completely new line and your friend is within the first 7-14 days of a BT contract, he could try calling them and asking to be put on to a monthly (non-contract package). BT have been known on the odd ocassion to change this, however it depends on who you get through to, etc.

If your friend had a brand new line installed for no charge, then this would have been on the basis of a minimum 12 month contract and there is no chance of changing package without paying the �125 fee that they charge to provision a brand new line.

2) Cancel the order with TalkTalk before it gets too far into the order process, otherwise they may make a charge. Even not too far in the order process, they may also make a nominal charge (which should be advertised in T&C's) when cancelling before provisioning, which will work out less than the �125. When you sign up online, the order does not necessarily go on to their live system for a few days, so your best chances of avoiding charges are if you can cancel at this point.

With all due respect, you do not have to be particularly technical to realise that you are signing up to a service, especially when you have to click on a 'Sign Up' button on the website and it starts asking for name, address and bank details and clearly shows on screen and asks you to confirm information is correct before submitting an order.

We all know too well that people don't necessarily read information or make their own interpretations, however this has to be balanced up against the providing an easy to use and not too labourious sign up process, which would only put people off if made too difficult, long and complex to use.

I hope this helps.

Daz