topic Fixed Price Plus in Broadband

Fixed Price Plus

Hedge23 — Thu, 26 Feb 2026 11:24:58 GMT

Hi,

I've been out of contract for a year and on Fixed Price Plus (FPP).

FPP is still mentioned in TT's help and support site (updated 21/11/25) and continues, there, to promise never to increase monthly bills, once out of contract, by more than the rate of inflation.

Last April, my bill went up by the CPI rise, as expected. Ten days ago, I received a TT email with options, one of which was "Do nothing". This would mean my bill increased by CPI, again, in April 2026. All fine and as expected.

Today I received an email saying TT were changing terms and conditions and that a £4 increase will apply from April. The amusing justification was that it is "easier to understand", no reference being made to its being 5 times the current rate of CPI increase.

If this is correct, it means that in TT's promise "won't increase by more than the rate of inflation, ever" needs a minor adjustment. "Ever" needs to be replaced with "for a year, or until we change our minds". A worthless promise which serves to define the company.

Have others received similar communications? Has TT decided to renege on its FPP promise? Or is it simply an erroneous communication?

TT may have decided simply to get rid of its FPP customers.

Certainly, if actions define promises as worthless, they are likely to succeed.

Interested to learn if others have encountered this...

Cheers

Re: Fixed Price Plus

siphosethu-TT — Thu, 26 Feb 2026 11:48:29 GMT

Hi there @Hedge23, please note that this is due to the fact that your contract ended on the 27/02/2025 and our terms and conditions have been updated with a few changes. I've provided a link below for you to read on and get some understanding.

News about our prices

Re: Fixed Price Plus

Hedge23 — Thu, 26 Feb 2026 13:08:00 GMT

Many thanks for the swift response, which is much appreciated.

Just a few points, in reply

1. The application of a five-fold increase, compared with the promised CPI increase, is not "due to the fact that your contract ended on 27/2/25". The timing of my contract's ending is irrelevant. The change is, instead, entirely down to TT's choosing to break a promise.

2. The link you provide states that those facing a £3 increase would now face £4. It is silent on the matter of FPP customers.

3. You wrote to me on 17/2/26 confirming that, should I do nothing, I would face only a CPI increase (about 80p).

4. You wrote on 26/2/26, nine days later, saying I would face a £4 increase.

You will understand, I hope, why I have not felt the need to hit the "like" button.

Re: Fixed Price Plus

mandisa1-TT — Thu, 26 Feb 2026 13:27:04 GMT

Kindly bear with me while I look into your account and check the comms sent out to you.

Re: Fixed Price Plus

mandisa1-TT — Thu, 26 Feb 2026 13:41:37 GMT

We sincerely apologize for the inconvenience caused to you. The matter on FPP customers is also listed on the link provided, as it states " Out of contract customers who contracted before 12 August 2024, a price increase of £4 will apply. We feel that offering a fixed price increase is clearer and easier to understand than our previously communicated approach of CPI plus 3.7% and makes it easier for you to see the price paid throughout your contract with us.

Re: Fixed Price Plus

mandisa1-TT — Thu, 26 Feb 2026 14:02:53 GMT

I am unable to locate communication sent to you on the 17th, however I have located correspondence that we sent to you on the 26th of February 2026 advising of a £4.00 price increase to your package as T's and C's have changed

Re: Fixed Price Plus

Hedge23 — Thu, 26 Feb 2026 16:54:22 GMT

You state that FPP customers are also covered in the link, as it states "Out of Contract...£4 will apply...easier to understand than our previously communicated approach of CPI plus 3 .7%..."

Your statement is incorrect. The section in the link refers, specifically, to those previously on a 3.7% plus CPI deal. FPP customers are, in contrast, on a CPI plus zero deal, promised by TT as being forever.

Further, the FPP promise continues to be advertised in your help site.

You appear to have clutched at straws in using the date of October 2024 to suggest that FPP customers are covered. This falls down through the appearance of the the words "3.7% plus CPI".

Even had the appropriate wording been present, are you able to explain, please, any way in which such a change, applied to FPP customers (promised no more than CPI...ever."(TT's words)) can represent anything other than a flagrant breach of promise? I would appreciate it if you could avoid patronising weasel words like "easier to understand".

Re: Fixed Price Plus

ferguson — Thu, 26 Feb 2026 17:13:53 GMT

I understand the points you have made and I have raised these directly with the community manager.

Re: Fixed Price Plus

Hedge23 — Thu, 26 Feb 2026 17:23:17 GMT

Thank you for locating today's email which appears to go back on the promise originally made by TT and confirmed in TT's email only nine days before.

It is a pity that you have been unable to locate the latter. No matter. I can forward it to you if you tell me how.

In the interim, here is a cut and paste of the relevant section:

Do nothing

You can simply continue with your current service on a monthly basis which includes Fixed Price Plus¹ and you'll continue to pay the same price you are currently paying.

The same price you’re paying now – Only £24.55 per month.

Your monthly price will rise each April in line with Consumer Price Index (CPI) rate of inflation.

The same great connection – With average speeds of 37 Mbps.
Total flexibility – You’ve got the freedom to change your plan whenever you like.

Re: Fixed Price Plus

Hedge23 — Thu, 26 Feb 2026 22:26:53 GMT

Further to your response where you say that FPP is, in fact, dealt with in the link you provided, I have had another look. The page, updated today, itself links to another page with more details.

On that page is a FAQ section, one of whose headings says "Which plans are affected?" Therein, I read, under the FPP section, "Once out of contract, for those customers who joined us before 12 August 2024, your broadband plan will continue to be subject to the variable Consumer Price Index (CPI). "

This rather suggests that the email I received on 17/2 was correct and that received 26/2 incorrect.

Can you confirm, please?

Re: Fixed Price Plus

Philile-TT — Fri, 27 Feb 2026 07:54:20 GMT

@Hedge23 the 17/02/2026 email advises you about being out of contract and is an offer for you to recontract, this is not the initial price rise communication, the price rise communication is the email that you had received on the 26/02/2026. I was looking at your account and your contract ended on the 27/02/2025 the communication and also on the website it is stated that if your order date is before 12/08/2024 and you are out of contract you will be affected by the £4 increase, your contract was before that date (28/202/2023) hence you will be affected by this £4 increase, the terms and conditions have changed they are not the same as the previous years were a fixed price plus customer was only affected by CPI increase.

If you wish to renew your contract with TalkTalk and you do this between the 1st-31st of March, you will be exempt from this year's price rise.

Re: Fixed Price Plus

Hedge23 — Fri, 27 Feb 2026 12:01:45 GMT

Thank you for your response, Phillie.

The website page to which you refer is here

https://www.talktalk.co.uk/legal/annual-price-change

As you say, it refers to the date 12/08/24 in the main text. However, and as I have already mentioned, it says that customers joining before that date will face a 4% increase, rather than CPI plus 3.7%. As I pointed out, 3.7% never applied to Fixed Price Plus customers.

As I have also mentioned already, the FAQ, at the foot of the page, asks "Which plans are affected?". Herein, it covers, specifically, customers of Fixed Price Plus plans, saying they will continue to see CPI increases (if out of contract and having joined before 12/08/24).

So the website says that the "ever" promise from TalkTalk is being honoured. Your message says that is not being honoured, ignoring the only reference within that page to Fixed Price Plus.

Can you explain the discrepancy?

Re: Fixed Price Plus

Philile-TT — Fri, 27 Feb 2026 12:17:19 GMT

In the FAQS under the section you are reading, please be advised that it is stated that "your broadband plan will continue to be subject to the variable Consumer Price Index (CPI)". Variable meaning liable to change. The rise for our customers that are on a variable contract is £4 hence you are charged at £4. Terms and conditions do change hence it is not the same as previous.

Re: Fixed Price Plus

Hedge23 — Fri, 27 Feb 2026 12:29:57 GMT

Oh dear.

We appear to have a linguistic issue, here.

The placement of the adjective "variable" (and thank you for defining the word) adjacent to CPI correctly identifies the CPI as variable. That is what such indices are. They vary, over time, to reflect the thing they are measuring.

"Variable", here, cannot be interpreted as meaning "subject to CPI increases or something...anything...else" which is what your (with all due respect, rather eccentric) interpretation suggests.

Re: Fixed Price Plus

mandisa1-TT — Fri, 27 Feb 2026 13:18:27 GMT

To clarify the discrepancy, you’ve highlighted:

The Terms and condition of customers who were on a fixed price plus have been amended.

1. About the Fixed Price Plus (FPP) wording on the website

You are correct that the FAQ section refers to FPP customers continuing with CPI‑linked increases. This reflects how the plan operated previously. However, as of the most recent update to our Terms & Conditions, the price change approach for customers who are out of contract and whose order date was before 12 August 2024 has been updated to the £4 fixed annual increase, regardless of whether their previous plan was CPI‑only or CPI + 3.7%.

2. Why your 14/02 and 26/02 emails differ

The email sent on 17 February was part of a general re-contracting communication, explaining your options if you wished to remain on your existing plan structure.
The communication sent on 26 February is the formal annual price change notification, and this reflects the updated Terms & Conditions that now apply to your account.

3. Why the change applies to FPP customers

We understand your concerns regarding the original FPP promise. The recent T&C update means that all customers meeting the criteria — including former FPP customers — now fall under the revised fixed £4 structure. This is why the April change differs from the CPI‑only increase you would previously have expected.

4. What you can do now

If you prefer not to have the £4 adjustment applied, you do have an option:

Recontract between 1–31 March — doing so means you will not be affected by this year’s price rise.

I know this situation has been frustrating, especially with the conflicting wording between emails and web pages. I

Thanks again for your patience while we work through this with you.

Re: Fixed Price Plus

mandisa1-TT — Fri, 27 Feb 2026 13:01:16 GMT

We sincerely apologize for the inconvenience caused to you, however terms and conditions have been updated, hence you were sent out communication.

Re: Fixed Price Plus

Hedge23 — Mon, 02 Mar 2026 22:43:47 GMT

Thank you for the reply, Mandisa1.

I wonder if you could clarify and confirm three things for me, please.

1. Fixed Price Plus promise.

As a reminder, this said "With Fixed Price Plus, you'll never have to worry about mid-contract price rises. Plus, once your contract ends, your monthly bill will never rise above the annual rate of inflation, ever. "

Given your points 1 and 3, is there any part of the following statement with which you disagree and, if so, on what basis?

"TalkTalk sold an add on called Fixed Price Plus which included a specific promise, itself not time-limited. By imposing new Terms, from April 2026, TalkTalk is breaking that promise."

Further, what is a "former FPP customer " (your point 3.) How can such a person exist, without recontracting, given the "ever" promise?

2. Website

Your page, dated 26 February 2026, says the £4 increase applies to new customers joining after 1 April 2026 or existing customers recontracting from that date.

I fall into neither category.

This page links to the "annual price update" page. That page contains the FAQs, one of which specifically excludes Fixed Price Plus customers from the change.

Is there any part of the following statement with which you disagree and, if so, on what basis?

"Despite being updated as recently as 26th February 2026, TalkTalk's website misrepresents its pricing policy."

3. Terms and Conditions

Have these changed, since 16 November 2025? If so, where may I find a copy? Clearly, when the £4 change was first announced, it was envisaged that the FPP promise would be honoured, hence the point in FAQs. Has a decision been taken, in the interim, specifically to break that promise via a new set of Ts and Cs?

Thank you for your assistance.

Re: Fixed Price Plus

Philile-TT — Tue, 03 Mar 2026 07:18:19 GMT

@Hedge23 as mentioned above "if your order date is before 12/08/2024 and you are out of contract you will be affected by the £4 increase". You are currently out contract and your order was before 12/08/2026. Yes, the terms and conditions has changed for customers who are out of contract on fixed price plus promotion. Communication was sent out to you advising you that you will be affected by price change.

Re: Fixed Price Plus

Hedge23 — Mon, 09 Mar 2026 10:09:29 GMT

Thank you, Philile, for the reply.

I note that you say "Yes, the terms and conditions has (sic) changed...". I guess the demonstrably more accurate words "Yes, we have broken or promise..." aren't allowed.

No matter. I have another question for you. I know (per your accounts to February 2025 which ref a 2% attrition rate) that TalkTalk has been seeing an average of 16,000 customers leave, each week. I decided, last Thursday, to join their number. The switch is being handled by my new provider. TalkTalk has emailed to confirm the date and that I do not need to do anything.

Why, then, have I been having multiple calls, each day from Friday, from 03451 72088, your retentions department? Nobody is there. Simply a recorded message, stating (incorrectly) that you need some "key information" and that someone will call me. You do not require any information.

What type of organisation imagines that it is acceptable to make robocalls with a recorded message? What are you hoping to achieve? Is someone going to promise not to break any more promises, I wonder.

Re: Fixed Price Plus

Philile-TT — Mon, 09 Mar 2026 10:17:17 GMT

@Hedge23 If you wish not to be contacted by the retentions team, I can write a note on your account advising them that you do not want to be contacted.