topic Re: New Contract in Broadband

New Contract

paulsheppard — Tue, 22 Jul 2025 08:48:53 GMT

Despite my account showing a contract end date of 12/10/2025 and a confusing message saying "Even though you are out of contract, were freezing your price" I've had 3 emails recently offering a package upgrade

I have replied to all 3 and agreed a new package, 24 hours later my account changes to show the new package agreed, then the following day it changes back to the old package

How do I get the new agreed package? Who do I need to talk to to make this happen

Re: New Contract

angelique-TT — Tue, 22 Jul 2025 09:09:12 GMT

Good morning paulsheppard. Looking into your account I do see that your order is showing as rejected. Please contact our order management team and they will be able to advise you further :

03451720088

Monday to Friday: 9am - 7pm | Saturday: 9am - 6pm

Re: New Contract

Gliwmaeden2 — Tue, 22 Jul 2025 09:11:57 GMT

I'd always speak to Talktalk in person, @paulsheppard.

Ask for the Loyalty team / Retentions / Better Value by phone on 03451 720088 or Chat. Full details of opening hours:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

As you are within the last 3 months of the end of contract, there should be no admin charge for changing your package at this stage.

I don't get off the phone / Chat till I see an email come through!

Re: New Contract

paulsheppard — Tue, 22 Jul 2025 09:12:39 GMT

Thanks Angelique

Can you tell me how its possible to send me all the contract paperwork for it then to be rejected? and why do i not get notified of the rejection?

Re: New Contract

angelique-TT — Tue, 22 Jul 2025 09:18:21 GMT

There will be a specific reason as to why the package was rejected, however you need to contact our order management team using the details I have provided above and they will be able to provide you with further assistance.

Re: New Contract

paulsheppard — Tue, 22 Jul 2025 09:18:39 GMT

I have had emails with details of the new contract each time, but it just reverts back

Re: New Contract

angelique-TT — Tue, 22 Jul 2025 09:21:04 GMT

I'm sorry to hear this, it must be really frustrating. Please get in touch with the order management team so that they can check the reason for the package rejecting and then they can provide you with further steps .