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Info: Thanks for connecting with TalkTalk. We are currently addressing two ongoing incidents that may be
affecting your services: We are aware that customers with Full Fibre services are currently experiencing
difficulties making and receiving calls. Our dedicated engineers are actively working to resolve this issue and
restore normal service promptly. Some customers in the Northeast of England and parts of Scotland are
currently facing service problems. We sincerely apologise for any inconvenience this may have caused. Rest
assured, our team is diligently working to fix the issue as quickly as possible. For real-time updates on the
progress, please check talktalk.co.uk/servicestatus If you need assistance which is not related to these
incidents, then in a few words, let me know what I can help you with. If you have more than one question,
please ask one at a time. For example: "My internet is not working."
17:38, Dec 13
You: Hello
Info: Hi, welcome to TalkTalk. This conversation will be recorded for training and monitoring purposes and
may be used in the future to help us deal with your queries quicker. To find out how we will use your data,
visit talktalk.co.uk/privacy. This conversation will be available to you for 30 days on the device, please note
that if using a shared device this will remain visible on the browser you started the conversation on. You have
the option to clear the conversation history by clicking the 3 dots at the top of this window and selecting
‘clear history
17:38, Dec 13
BOT: In a few words, please tell me what you need help with today.
17:39, Dec 13
You: Cancel my subscription
17:39, Dec 13
BOT: << Sent Rich Content >>
17:39, Dec 13
You: Yes
17:39, Dec 13
BOT: << Sent Rich Content >>
17:39, Dec 13
You: Cancel a Service
17:39, Dec 13
BOT: There's a few things you'll need to keep in mind before you remove a service: • Cancelling a service
can also affect other services. For example, cancelling broadband will cancel your TV service too. • If you
are cancelling before your contract has ended, early termination fees may apply. Please check your contract
end date on the My Account page.
17:39, Dec 13
BOT: << Sent Rich Content >>
17:39, Dec 13
You: Yes
17:39, Dec 13
BOT: Looks like we'll need a helping hand with this one. I'll connect you to an expert who'll help with your
enquiry.
17:39, Dec 13
BOT: I just need to confirm some details with you to pull up your account.
17:39, Dec 13
BOT: Can I please have your full name?
17:39, Dec 13
You: Mert Ozunal
17:39, Dec 13
BOT: Thanks! And can you tell me your TalkTalk home telephone number or account number?
17:40, Dec 13
You: 1012661185
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Info: You are now connected to a TalkTalk expert. They'll review all of the information you've provided so
far and will reply to you within 2-3 minutes. Keep an eye on this window.
17:41, Dec 13
sindiswa: A very good Afternoon to you Mert , you’re through to Sindi from the TalkTalk Better Value Team.
I hope that you are doing well and safe today. I can see that on the TalkTalk Pre-chat survey, mentioned that
you enquiring about cancelling? Please allow me to locate your account.
17:41, Dec 13
You: Hey Sindi
17:42, Dec 13
sindiswa: May I confirm if I'm speaking to the account holder?
17:42, Dec 13
You: Yes
17:42, Dec 13
sindiswa: Thank you, I have located your account. Before we proceed, we will need to confirm a few security
checks so that I able to access your account and confirm your query accordingly. May you please confirm
your mobile number and email address registered with us?
17:43, Dec 13
You: Phone number changed I am using 07521753141 and email is <a href="mailto:mert3dm@gmail.com"
target="_blank" rel="noopener">mert3dm@gmail.com</a>
17:43, Dec 13
You: Mert Ozunal 253A Fulwood rd Sheffield
17:44, Dec 13
sindiswa: Thank you, please confirm your post code as well.
17:44, Dec 13
You: s10 3bd
17:45, Dec 13
sindiswa: Thank you so much for that information, I have successfully accessed your account. Kindly
confirm the reason you wish to cancel?
17:46, Dec 13
You: I am going to move at 15th of december
17:47, Dec 13
sindiswa: Thank you for confirming that, May I offer that we move services with you to your new location?
17:47, Dec 13
You: It's ok I will contact you later. I just want to cancel for now if that's possible. I just need it for tomorrow
and friday than I won't be here.
17:48, Dec 13
You: Can I use it for 2 more days before canceling?
17:49, Dec 13
sindiswa: Yes you can as we require 30 days notice before cancelling.
17:49, Dec 13
You: Also where do I send the router please?
17:50, Dec 13
sindiswa: Do you know anybody who could take over the account instead of cancelling as I would love to
offer a renewal for only £23, 24 months contract?
17:50, Dec 13
You: Oh are you going to charge for January then cancel?
17:50, Dec 13
You: I don't know anyone at the moment sorry
17:51, Dec 13
sindiswa: Yes, you will receive your final bill. Not a problem, thank you. Do you wish to retain your landline
number?
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17:51, Dec 13
You: I don't use the landline to be honest.
17:52, Dec 13
sindiswa: Okay so I am unable to process your request on our chat, however I can transfer you to our
automated service which will capture your preferred contact details. One of our experts will aim to call you
back at your preferred time, or within 24 hours, to help you further. Are you happy for me to transfer you to
the automated service?
17:53, Dec 13
You: Why they call me for?
17:54, Dec 13
sindiswa: To further cancel your account.
17:54, Dec 13
You: Ok
17:54, Dec 13
You: What number are they using? I don't answer random numbers
17:54, Dec 13
You: Can't you just cancel it from here?
3 of 3 13/12/2023, 17:55
