I moved and ditched the broadband provider but I am still being billed by the old one

WHEN I moved last year, I asked TalkTalk to transfer my broadband to my new address, but it didn’t work.

I moved to a new provider but TalkTalk still billed me for £83. Can you help? Irene Russel, Wolverhampton

1

You were pulling your hair out when it was simple broadband transfer did not go according to plan.

In September you asked gossip if your broadband service can be transferred to your new home.

But when you moved in and tried to turn on your internet, it didn’t work.

The switch malfunctioned and you remained offline.

You and your husband are in your mid-70s and admit you’re not computer literate, so struggled to figure out how to get hold of TalkTalk to fix the problem.

You ended up sending six letters complaining about the service.

After two weeks of trying to solve the problem, you decided to move to Sky.

You have sent TalkTalk a letter explaining this and have stopped your direct debit.

TalkTalk continued to charge you for the next three months and in total you paid almost £83.

TalkTalk told me it tried to contact you via email and phone about the issue, but was unsuccessful.

You said there were no missed calls on your mobile.

It appears there was a communication breakdown, but TalkTalk has issued you a full refund, and a spokesperson said, “We’re sorry to hear about Irene’s experience.”

Always contact your provider before canceling or terminating your contract automatic collection.

Keep track of when and how you’ve tried to contact your provider if you’re having trouble getting an answer.

If you are still having problems after eight weeks, please contact the Communications Ombudsman, who can help you resolve your case.