I recently received a letter from Tesco, my broadband provider, saying I needed to move to a new provider owing to “reasons outside of its control”. The letter came with no further explanation or attempt at an apology, but did include an offer to “waive any early termination charges”.
The letter includes no timeframe, but I have since received a second letter, giving me a 30-day window to make other plans. I knew Tesco had sold its business to TalkTalk but it seems weird to just be dropped. MY, Richmond, Surrey
As you say, Tesco sold its broadband business to TalkTalk a year ago and the company says it has been communicating with its customers (all 75,000 of them, including you) about the process of “migrating”, or moving your account, to TalkTalk. It does seem odd that it took Tesco a whole year to inform you. In a statement it said: “Unfortunately there are a very small number of customers that have been unable to migrate automatically onto the TalkTalk system from our supplier platform and as our business is shortly due to close, we will soon be unable to provide them with their existing services.
“We have contacted all those customers to ask them to find a new provider as soon as possible, and that we can help support them in moving their service. We also have had to advise those customers that if they don’t transfer to the provider of their choice, then their service will be disconnected. Unfortunately, we haven’t received any contact from the customer in question asking for assistance in this process despite a number of letters that have been sent.”
Tesco said there are several issues as to why a migration may not work and sometimes it is not possible to pinpoint the exact reason in the case of a few customers. It will be in touch with you again offering assistance in transferring to a new service and has apologised, and is (generously in our view) offering you £100 as a gesture of goodwill for the inconvenience. You have agreed to accept the money, even though you remain unhappy about not being given a full explanation about the reasons why you cannot be migrated.
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
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