topic Re: New Fibre contract - Fixed pricing or not? in Billing

New Fibre contract - Fixed pricing or not?

jazzman3 — Thu, 01 Jun 2023 22:35:10 GMT

I signed up for a new fibre contract yesterday. My previous contract had fixed pricing and there was no price increase throughout the contract.

When I signed up for the new contract I requested if it was the same as my previous contract with fixed pricing and there would be no price increase throughout the term of the contract. The agent confirmed that there would be no price increase throughout to contract because it is a "fixed term" contract which is the same as the fixed price promise contract.

Checking my new contract today it states "The monthly price for your broadband plan will increase in April each year by the rate of inflation (the
Consumer Price Index rate"

Have I been given the correct information by the TalkTalk agent and there is no price increase with a fixed term contract?

Re: New Fibre contract - Fixed pricing or not?

Gliwmaeden2 — Thu, 01 Jun 2023 23:43:26 GMT

Moving this to the billing section for you, @jazzman3.

The wording about the April increase does tend to get included regardless......

Re: New Fibre contract - Fixed pricing or not?

jazzman3 — Fri, 02 Jun 2023 07:51:37 GMT

Thanks.

Just need confirmation if a fixed term contract is the same as a fixed price promise contract? and that fixed term contracts the prices do not go up throughout the term of the contract?

Re: New Fibre contract - Fixed pricing or not?

Gliwmaeden2 — Fri, 02 Jun 2023 11:22:26 GMT

No, not the same as the "term" is the duration that is fixed, not the price.

You have to pay extra to fix the price so hedging your bets as to whether it works out better than the CPI +3.7% .... which it did this year, but might not always, @jazzman3.

Re: New Fibre contract - Fixed pricing or not?

Gliwmaeden2 — Fri, 02 Jun 2023 11:24:53 GMT

See also the general Ts&Cs, linked at the foot of the page.

Arne should be able to confirm exactly what you have signed up to.

Re: New Fibre contract - Fixed pricing or not?

AllyM — Sat, 03 Jun 2023 04:31:29 GMT

I renewed earlier this year onto a fixed price plus contract.

The contract information letter I have doesn't have that annual increase paragraph yours does, and the next statement about after the contract ends is also different (increase by CPI only, no mention of the added 3.7%).

I'm sorry to say that it looks to me like you have been signed up to a standard contract, rather than a fixed price plus one.

Re: New Fibre contract - Fixed pricing or not?

jazzman3 — Sat, 03 Jun 2023 22:24:18 GMT

I queried my contract through online chat and the agent assured me that I am on a fixed term contract and there will be no price increases throughout my contract. Just hope they are correct, I will not find out until April 2024.

Any TalkTalk reps on this board who can check my contract and confirm that my contract is a fixed price contract with no price increases throughout the term of the contract?

Re: New Fibre contract - Fixed pricing or not?

AllyM — Sat, 03 Jun 2023 22:33:31 GMT

@jazzman3 ,

Staff on the forum generally don't work weekends, but should be able to check your contract details for you when they are back at work during the week.

Re: New Fibre contract - Fixed pricing or not?

Billx — Sun, 04 Jun 2023 10:49:17 GMT

Your contract is a fixed term contract, but your contract is not a fixed-price contract. The monthly cost will increase from next April by next January's consumer price index plus 3.7%. The contract that you displayed expressly states that. When you had the chat with the rep, you either misunderstood him or he lied to you. But that's pretty normal for sales staff. But, on the other hand, since you just received that contract, you can withdraw. On the other hand, I've got the same contract as you, but I pay £27/mon from the start, and will have the same increases as you later. Hope that helps.

Re: New Fibre contract - Fixed pricing or not?

Gliwmaeden2 — Sun, 04 Jun 2023 07:42:27 GMT

Best if we hold off posting so that this reaches staff soon after the weekend.

Important to catch this within the cooling off period!

Re: New Fibre contract - Fixed pricing or not?

jazzman3 — Sun, 04 Jun 2023 12:43:50 GMT

Thanks for all of the replies.

I spoke to a TalkTalk chat agent again today. Who looked into my contract and confirmed that there was possibly a system generated error in my contract which generated the mention of price increases from April. However, the agent assured me again that I will not be subject to any price increases throughout my contract. He said that the chat script would be saved on the TalkTalk system to confirm that I am on fixed pricing.

I asked if a new contract could be sent which includes the fixed price promise, the agent said this was not possible because the contracts are only generated once.

So not sure what to do now? Perhaps I should see what happens in April and contest if there is a price increase.

Re: New Fibre contract - Fixed pricing or not?

AllyM — Sun, 04 Jun 2023 14:26:46 GMT

@jazzman3 ,

TalkTalk tend to suffer quite often from system errors, and for a company named TalkTalk their communication is quite often poorly worded and ambiguous.

If you look at my contract information which I attached to a previous post in this thread, you'll see that even that doesn't specifically state that my contract is fixed price - it just misses out the part about annual price increases.

There is an option, before ending the live chat, to have the transcript sent to you by email. Sadly, too late now if you didn't do that but worthwhile perhaps to remember for the future.

Re: New Fibre contract - Fixed pricing or not?

ferguson — Sun, 04 Jun 2023 14:59:51 GMT

@jazzman3

Wait until the support team here pick this up, they will be able to give a categorical answer.

Re: New Fibre contract - Fixed pricing or not?

jazzman3 — Mon, 05 Jun 2023 16:14:02 GMT

Arne-TalkTalk please could you confirm if my new contract is a fixed price contract?

Re: New Fibre contract - Fixed pricing or not?

Billx — Mon, 05 Jun 2023 16:30:50 GMT

'The agent said this was not possible because the contracts are only generated once'. Since the agent said the contract was generated, he means it was generated by the computer system. Since the the computer system generated the wrong output, the software in the computer system has to be altered to give the output intended. And the customer should receive a revised contract as originally intended. Otherwise there's no point in sending a written contract. Just tear it up.

Re: New Fibre contract - Fixed pricing or not?

ferguson — Mon, 05 Jun 2023 16:33:12 GMT

Your topic is in the queue for attention, further posting will only delay a reply. I can assure you this has been escalated, so your patience would be appreciated.

Re: New Fibre contract - Fixed pricing or not?

Arne-TalkTalk — Tue, 13 Jun 2023 10:11:45 GMT

Hi @jazzman3

Apologies every subsequent post on this pushed it to the bottom of the queue. I can confirm that you are on a fixed price plus contract starting 30.05.23 for 18 months, so no rises in April until you are out of contract then its CPI only as the fixed price discount remains.

Regards

Re: New Fibre contract - Fixed pricing or not?

jazzman3 — Tue, 13 Jun 2023 11:05:51 GMT

Thanks for confirming that my new contract is a fixed price one.😊

Re: New Fibre contract - Fixed pricing or not?

Arne-TalkTalk — Tue, 13 Jun 2023 11:06:57 GMT

Happy to help.

Re: New Fibre contract - Fixed pricing or not?

AllyM — Tue, 13 Jun 2023 18:16:15 GMT

@jazzman3 wrote:
Thanks for confirming that my new contract is a fixed price one.😊

Not sure how that helps you, to be honest.