topic Re: My Account details do not match my agreed Contract Renewal Terms in Broadband

My Account details do not match my agreed Contract Renewal Terms

carcrazypop — Tue, 16 Jul 2024 10:52:26 GMT

Agreed a contract renewal yesterday for a Fixed Price Plus Fibre 35 plan for 2-years. In my agreed contract info yesterday, it stated that my price would be fixed for the 2 years and after that would only be subject to a CPI increase. When I went into My Account this morning, the contract details stated I would be subject to a CPI+3.7% increase from April, 2025 which does not reflect my agreed details.

Re: My Account details do not match my agreed Contract Renewal Terms

Arne-TalkTalk — Tue, 16 Jul 2024 11:27:29 GMT

Hi carcrazypop

Just to confirm you are on Fixed price plus, My Account doesn't show this as its a discount, the contract details only show the base plan.

This has been raised to the My account team in the past, ill do it again.

Sorry for any confusion.

Re: My Account details do not match my agreed Contract Renewal Terms

carcrazypop — Tue, 16 Jul 2024 11:46:19 GMT

Thanks Arne, I'm definitely on Fixed Price Plus and I have the emails/chats from when the contract was agreed yesterday evening. Just a bit worried that on My Account, it says I'm subject to an increase of CPI+3.7% from April, 2025. Want to try and avoid this increase taking place as it's going to be a pain to try and then rectify. Hopefully, they can get My Account to show details accurately.

Re: My Account details do not match my agreed Contract Renewal Terms

Arne-TalkTalk — Tue, 16 Jul 2024 12:13:17 GMT

Are you looking at the contract documents? The wording is fairly standardize in the text I've checked your account and you are 100% on fixed price plus.

Re: My Account details do not match my agreed Contract Renewal Terms

carcrazypop — Tue, 16 Jul 2024 12:22:03 GMT

Thanks Arne for your help. Cheers.

Re: My Account details do not match my agreed Contract Renewal Terms

Arne-TalkTalk — Tue, 16 Jul 2024 13:12:18 GMT

No problem.