Beware if you're on TalkTalk etc!!

[SillyEnough]

So I was lured in by the adverts on TV and my TalkTalk service is costing me a fortune. I order Vodafone broadband.

Excited when I received the router on Tuesday (even if postie just left it under the car on the drive..).

However, midnight Tuesday I receive an email from Vodafone saying 'As requested, we have cancelled your order for business broadband and phone'.

After two failed attempts trying to live chat - giving up after 30mins each time (I can't sit on the phone waiting and waiting so opted for the web interface) I sat on it for 45 mins yesterday evening. Eventually getting through to someone who tells me "

The order appears to be cancelled on the system due to the fact that Telephone number provided is not a working line. This indicates either the line has ceased or it has been exported to another operator (e.g. Virgin Media).Sorry for the inconvenience. We can recreate the order for you through our sales team thank you"

After expressing my displeasure of having to take more time out of my day to sit on hold the operator took my number (even though we'd confirmed it 10 minutes prior, I also gave my mobile) and told me someone will call me today (Thursday).

Well, it's 20:05 and I haven't received a call. If I hadn't already paid £50 for the router I'd be forgetting it and going somewhere else. 

[BandOfBrothers]

Hi,

If this was my situation I'd certainly be wanting to find out what's happening !

Did you try ringing ypthem on....

Got a question?

08080 034 515
(free from all UK landlines and mobiles)
Lines are open between 8am and 11pm, seven days a week

[SillyEnough]

I couldn't face it last night after the livechatathon & I was expecting them to phone me today.

I'll try tomorrow.

[BandOfBrothers]

That's fair enough. 

Hope all goes ok for you. 

[Mertrodome]

I had a very similar issue on my first attempt to switch from TalkTalk. Thankfully I was able to get through to someone very helpful who explained the issue - apparently your existing carrier maintains the right to refuse the switch under certain conditions, mostly due to having an outstanding balance, etc.

TalkTalk seem particularly bad for this - I had no outstanding balance aside from my bill (which had been generated but wasn't even due yet!) but that was apparently enough for them to cancel my Vodafone order from their end.

Apparently the best thing to do is to call TalkTalk and inform them that you will be cancelling and make a payment in advance for any balance that will be due up until the end of the contract. That should remove any legal right they have to refuse Vodafone's request to switch over the line.

Best of luck!