TalkTalk overhauls home movers policy

Following uSwitch.com’s campaign for a fairer deal for home movers transferring their phone services, TalkTalk announced yesterday:

New process set to eliminate need for customers to contact BT Retail when they move – existing procedures can result in customers having to pay as much as £195 each simply to remain with their current phone company

Pilot scheme in process but date for the new service remains to be fixed

TalkTalk concedes by verbal agreement to waive ‘exit fee’ for any customers wishing to cancel their TalkTalk service when they move

Other providers urged to follow suit and put a stop to this unfair practice

This week uSwitch.com has brought to light the scandal faced by millions of home movers, forced to pay up to £44 million just to reconnect a phone line at their new house. TalkTalk since announced that it is reviewing its Home Movers process on the back of the campaign.

Steve Weller, Head of Communications Services at uSwitch.com, comments: “We are delighted that TalkTalk has publicly acknowledged the problem currently faced by millions of customers when they move home. The new service will eliminate the need for customers to sign up to BT Retail just to get a phone line when they move house, which is exactly what we are campaigning for. However, we would like TalkTalk to make a more concrete commitment on the timescales for rolling out this new scheme.

“It is also good news for customers that while the existing situation pervails TalkTalk has agreed to waive the ‘exit fee’ for anyone wishing to cancel their contract when they move – although this new initiative is not yet reflected in their terms and conditions. We advise anyone that has been stung with such a fee to contact to the company and request a refund.”

Weller concludes: “As the situation currently stands, the customers of certain companies, like TalkTalk and Tiscali, have no option but to lock themselves into a 12 month contract with BT Retail when they move, simply to get a phone line. We urge the industry to follow suit and take more responsibility for their customers to reduce the cost and inconvenience when they move house.”