I Upgraded my service , But TalkTalk Downgraded my service. Why?

[Billx]

I Upgraded my service with a 2-year fixed-price+ contract, But TalkTalk Downgraded my service. Why?

There was no change in the main broadband package, just a little upgrade in the attached VOIP service.

The main condition in the pre-renewal contract was:

'You can look forward to an estimated download speed between 70.0 Mbps and 78.0 Mbps with a minimum guaranteed download speed of 55.0 Mbps and upload speed of 20.0 Mbps'.

The main condition in the renewed contract is:

You can look forward to an estimated download speed between 36.00 Mbps and 37.00 Mbps with a minimum guaranteed download speed of 35.00 Mbps and upload speed of 7.00 Mbps

Within MyAccount, it reports a minimum guaranteed download speed of only 4 Mbps. Why?

I started the change, a couple of days before 7/4/2024, and the change happened on the 7/4/2024

I have still not received an email, reporting the new arrangement, but does show in MyAccount.

I have spoken to the BOT. And I was told via the BOT that they are raising a complaint.

I am not sure what 'raising a complaint' is. But that is the current position.

Bill

[Billx]

@Arne-TalkTalk 

It's 12 o'clock. No call back.

It doesn't look like that those records in the 'notes' are worth very much.

Bill

[Billx]

@Arne-TalkTalk 

Are these call back bookings kept to themselves. IE the Case Managers?

Because I haven't received a short message, and never in the past, that there might be a call back.

By the way, its past 11 o'clock. No call back.

Bill

[Arne-TalkTalk]

Hi Billx 

Notes show a callback is booked for today 14th after 10am.

[Billx]

Well, I've been able to establish some sort of communication with the Case Managers. I don't know if it's the same thing as Head Office, even though they both use the same address, Salford, in the north. There's an email link currently. But mostly, it's one-way traffic from myself to them. I've had the odd email from the Case Manager.

On 24/05/2024, the Case Manager sent me a text on my wife's mobile phone. I don't remember what the text was exactly for, maybe to set up a 'call back' appointment. Anyway, I ignored that text, as they had been told not to use my wife's mobile phone, for this purpose. I promptly removed it from 'MyAccount'. Soon after the text, on the same day, the Case Manager sent a non-reply-able email, saying that they are thinking of closing down my complaint case and winding up the case within 28 days, as they are not able to get in touch with me. Well they were and they are able, they have a direct line to me via my TalkTalk telephone number, displayed in good-sized letters, at the top of the first page and most other pages of 'MyAccount'. Just saying, even though they are Case Managers, they are still not responsive, saying some platitudes, and not answering the question which needs to answered. What's to be done?

Is it possible to check on your side,  @Arne-TalkTalk, what's the latest in my notes? And what is their intention?

Bill

[Billx]

No call back on 01.05.24.

But now it's 01.06.24,

No call back yet.

Bill

[Billx]

There's still zero change since the Original Post to correct the reported incorrect details of my upgraded broadband contract, which incorrect details are displayed within 'MyAccount. This has, off course, gone to 'Complaints'.

So, after 7 weeks, since 10-04-2024, nothing has been achieved, both here in the community, and via livechat and phone '0345 172 0088'

This is after dozens of phone calls or livechats

The conclusion? TalkTalk is completely unresponsive.

Bill

[Billx]

Hooray, I have today, a new appointment on 13/05/2024 12:00-14:00. That's 8 days delayed from the previous appointment on 05/05/2024. No explanation was given for this. And again this message got to me via text message via my wife's mobile phone. I have already asked these people to contact me via email or phone, ordinary phone. In addition they have failed to give me their email or their phone number. What is to be done? Are they sick or too busy, or what?

The speeds contracted remain wrongly reported on 'MyAccount',  and doing a speed test reports a wrong minimum guaranteed speed of only 4 Mbps.

I would now ask any of the staff here in the community to please pass this message and my previous messages to these people. As far as I know they are called a 'Complaints Manager'

Just prepared this for tomorrow, as I know no one is there now.

Bill

[Billx]

No, @Gliwmaeden2 , I don't think my message was directed to any staff. And I don't expect any staff to deal with any of this today.

It's just odd that one of TalkTalk's staff made an appointment with me today, Sunday, and then doesn't turn up, today

Bill

[Gliwmaeden2]

Sorry, @Billx, but as staff are not on here at weekends, plus there's a Bank Holiday, you won't get a reply from them before Tuesday. 

[Billx]

5/5/24 has come and 14:00-16:00 has come and gone. Still no response from the Complaints people. Even though again I received another reminder of the appointment on my wife's mobile phone, early this morning.

I don't know ... what's happening.

Bill

[Billx]

To all and sundry,

Oh, a text came to my wife's mobile phone at 1:40PM, saying that the call back has been moved to 5/5/24 at 14:00-16:00.

I don't use a mobile, and my wife was out. I have previously told the Complaints people to phone me on my TalkTalk line.

So yes, isn't it fantastic that my phone appointment has been moved 4 days into the future?

Mind you, the text didn't say who it was from. Just from TalkTalk.

Bill

[Billx]

@Arne-TalkTalk 

Looks like staff are on strike again today.

You said earlier today that a callback had been scheduled for today 01.05.24. Yes I knew that. It was specifically scheduled in the slot 12:00-14:00 today to talk to the assigned Complaints Manager. I waited and waited. Nothing happened. Is he sick or something? Note that he hasn't given me his phone number or email address yet.

Bill

[Billx]

@Arne-TalkTalk 

Thanks

Bill

[Arne-TalkTalk]

As explained before because you have an open complaint I cant interfere,  You requested your complaint notes to be updated that has been done.  

A callback has been scheduled for today 01.05.24.

[Billx]

Are the the staff on strike today? And yesterday?

[Billx]

@Arne-TalkTalk 

Has a copy of my message above at 24-04-2024 08:24 PM, been sent to the Complaints Manager that is currently handling my case?

Unfortunately, I have not found a way to do that myself. Is there a way? Because often when persons have a phone call, things get easily misinterpreted.

Also, on  on ‎25-04-2024 09:29 AM, 'notes were added to my notes'. Does this mean anything?

Bill

[Billx]

@Arne-TalkTalk 

Do you mean that a copy of my message above at 24-04-2024 08:24 PM, was sent to the Complaints Manager that is currently handling my case,

or do you mean something else?

If you mean something else, how will I now what the something else is?

Thanks

Bill

[Billx]

@Arne-TalkTalk 

Do you mean that a copy of my message above at 24-04-2024 08:24 PM, was sent to the Complaints Manager that is currently handling my case,

or do you mean something else?

If you mean something else, how will I now what the something else is?

Thanks

Bill

[Arne-TalkTalk]

Hi Billx

I can see that notes have been applied to the complaint notes. 

Regards

[Billx]

To whoever

Yes, I did receive my TTR_AUTOSIGN email from TalkTalk on 11/04/2024, confirming my supposed terms of the upgraded contract of the 07/04/2024. (I wasn't able to spot it previously. It was somehow jumbled up with other emails from TalkTalk Community.) In that email it contains the CONTRACT_SUMMARY.pdf attachment. 

The CONTRACT_SUMMARY.pdf is dated 25 May 2023 instead of the 07/04/2024 and contains the following main clause:

Speeds of the internet service and remedies
You can look forward to an estimated download speed between 36.00 Mbps and 37.00 Mbps with a
minimum guaranteed download speed of 35.00 Mbps and upload speed of 7.00 Mbps

The CONTRACT_SUMMARY.pdf of the previous agreement  before the upgrade is dated 02 May 2023 and contains the following main clause:

Speeds of the internet service and remedies
You can look forward to an estimated download speed between 70.0 Mbps and 78.0 Mbps with a minimum
guaranteed download speed of 55.0 Mbps and upload speed of 20.0 Mbps

When I and a representative of TalkTalk agreed to the upgrade on the 07/04/2024, the agreed internet speeds were not to be altered, they were not even discussed, but just an upgrade to the attached VOIP phone package.

Further when I now do a Speed Test on TalkTalk, on the results page, it informs me that my minimum
guaranteed download speed is 4.0 Mbps

In other words, I now have 3 different quoted minimum guaranteed download speeds.

If someone can forward this message to the relevant Complaints Manager, I would very much appreciate that.

I did talk to a Complaints Manager, but was only able to do so by phone, not by email or 'livechat'

Thanks

Bill