TalkTalk moving house but out of capacity

[MikeHiow]

I recently got my Mother setup with TalkTalk broadband, as it appeared to be the cheapest option being the only LLU supplier in the area.

1-2 Months later and she is now moving, upon informing TT they have told her she will have to pay an extra £15/m because they are out of capacity at that exchange (the same exchange as she was on before!) and she would have to be put a BTW product.

I argued that they should allow her to terminate her contract free of charge if they can not meet the original agreement, instead they tell me that there is a clause in the terms & conditions that additional charges may be incurred if you move house and cannot be provided with their LLU service - something I've looked for and cannot find. Instead, they want £70 to exit the contract.

I'm not sure how to proceed, I'm awaiting a call from a manager, which is already 24 hours overdue, and I do not hold high hopes for actually receiving said phone call.

 

[Swifty55]

I recently got my Mother setup with TalkTalk broadband, as it appeared to be the cheapest option being the only LLU supplier in the area.

1-2 Months later and she is now moving, upon informing TT they have told her she will have to pay an extra £15/m because they are out of capacity at that exchange (the same exchange as she was on before!) and she would have to be put a BTW product.

I argued that they should allow her to terminate her contract free of charge if they can not meet the original agreement, instead they tell me that there is a clause in the terms & conditions that additional charges may be incurred if you move house and cannot be provided with their LLU service - something I've looked for and cannot find. Instead, they want £70 to exit the contract.

I'm not sure how to proceed, I'm awaiting a call from a manager, which is already 24 hours overdue, and I do not hold high hopes for actually receiving said phone call.

If thy can not supply the service at your new address. They should cancel free of charge.

 

[~Divine~Wind~]

Check thru yer contract.
I'd be assuming that if they cannot supply the requested product that you were contracted on then really they should cancel.
If theyve added all sorts of hooks and clauses in their contract maybe harder.

 

[Rabtech]

I cant see how they can justify charging you an extra £15 due to 'out of capacity' - I'd argue the point that you are in an LLU area but through no fault of your own you cannot be connected to LLU so why should you pay extra?

In the very least they should connect you using DSL-Max for now but waive the £15 a month charge until there is capacity.