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My mother has been having trouble with Talk Talk and just want to see if there are any grounds to claim back what she has paid.


About a year ago, we signed up for a year membership for phone and it included free broadband. My mother admittedly got in to a bit of trouble and got behind on her payments and since around March earlier this year they have been less than helpful. They have basically made her pay the arrears but have not provided the service. She basically has paid them a few hundred pounds and we have not had a phone or internet service since March 2012. She tried to sort it and has been paying arrears of 50 a month for at least 5 months now and her last payment is due end of December. I called in September saying this was ridiculous that she had willingly entered in to an agreement to pay off what she owed at 50 a month and they still would not reconnect the service. They basically said this was tough so I said fine, I wanted to cancel and just pay her arrears and any cancellation charge, since this would be cheaper than paying the arrears and they continue to keep adding on the monthly charge/line rental (she would never have paid it off that way). Arrears were around 200 and cancellation was around 50. They cleverly said they would stop the charges/line rental for the next three months then back in September for her to get back on track and then cancel if she wanted when contract ended in January 2013 and not pay any charge. I agreed and now we have one more payment and then I am going to cancel.


They actually sent her a bill last month adding on one more payment actually since the three month suspension had 'expired' for which I promptly rang up refusing to do this and they again wiped this and she again has 50 left to pay. They asked if there was anything they could do to keep us in an unbothered tone for which I obviously refused.


Surely she should not have had to pay basically a year for nothing even if she did get in to trouble she willing agreed to sort it and by cancellation which I will shortly be commencing she will have had 9 months of no service.


any advice gratefully received.



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Most companies have a min term but if you clear the arrears and re subscribe then this is wiped so:


When did she sign up to talk talk?


When did the service stop?


How much were the arrears?


What cancellation charge has been charged?

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  • 4 weeks later...

She signed up Jan 2012, I think. got in to arrears march if I remember rightly. Ended up in arrears for the rest of the year until cancelled this jaN.


Paid at least 8 months with no service because was in arrears. the cancel charge went down the closer it got to end of contract, was 50 pounds in sept and 10 in december when i asked but just waited until the contract ended instead so as not to incur a charge.


the issue is she was never up to date, she was paying 50 a month to clear the arrears but they said until the arrears were up to date they would not put the service back on, yet she made an effort to sort it. this is the issue..

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the issue is not 'she paid her arrears up to date and then they refused to connect her service'. the issue is that she admittedly was still in arrears and made an arrangement to pay this off at 50 a month until the end of the year so was always in arrears last year but they still would not connect the service out of goodwill. why not?? i can understand in most respects that when you are in arrears for anything it is cut off until you pay up to date but she was trying and having the monthly line rental adding up again, wy couldnt they reconnect???

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