topic Re: Calls Boost Ending before FTTP contract. in Billing

Calls Boost Ending before FTTP contract.

benny55 — Tue, 02 May 2023 15:43:32 GMT

I agreed to an FTTP upgrade (18 month’s duration) on the 26th November 2021 which also included a calls boosts package. There was then a delay in the FTTP installation which appears to have created an imbalance between the end dates of the two elements. As a consequence I’m concerned about call boost charges being applied for this interim period.

I’m seeking to synchronise both elements with TT or an alternative provider. Therefore, can you please confirm;

1) Call boosts can be removed via ‘My Account’.

2) The earliest point where I can end the FTTP portion of my TT contract without incurring costs?

Thank You.

Re: Calls Boost Ending before FTTP contract.

Gliwmaeden2 — Tue, 02 May 2023 17:10:38 GMT

You should be able to remove call boosts yourself in My Account.

If you have problems, ring up or use Chat to get the boost removed, @benny55.

You need to be within the final month of a contract to avoid early termination fees.

Re: Calls Boost Ending before FTTP contract.

benny55 — Wed, 03 May 2023 10:36:29 GMT

Just tried to update ‘My Account’ and this was the outcome;

We are currently experiencing technical issues with My Account.

We are working hard to fix the problem and the service will be available again soon.

Please note: If you are accessing this service on a tablet or mobile device, then you may need to turn it off and
back on again in order to fix this problem.

In the mean time you can consult our Online Help or follow our Twitter feed @TalkTalk where any updates on
the status of systems will be posted.

Also, giving that charges are applied in advance, I would like to know the total cancellation costs if I switch ISP now.

Thank you.

Re: Calls Boost Ending before FTTP contract.

Arne-TalkTalk — Wed, 03 May 2023 11:22:18 GMT

Hi @benny55

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: Calls Boost Ending before FTTP contract.

benny55 — Wed, 03 May 2023 12:49:01 GMT

@Arne-TalkTalk wrote:
Hi @benny55

I can help with this I first need to confirm some security questions
I have sent you a PM on the community

Regards

Arne.

Thanks for the offer of assistance, I have responded to your PM.

Thank You.

Re: Calls Boost Ending before FTTP contract.

Arne-TalkTalk — Thu, 04 May 2023 10:56:16 GMT

Hi @benny55

You have 2 calls boosts, International max and unlimited calls boost, which one are you trying to remove, or is it both?

Your contract ends in 1 month 28 days , you can cancel within the last 30 days with no cancellation fees, call our loyalty team on 03451720088.

Regards

Re: Calls Boost Ending before FTTP contract.

benny55 — Thu, 04 May 2023 13:49:18 GMT

@Arne-TalkTalk wrote:
Hi @benny55

You have 2 calls boosts, International max and unlimited calls boost, which one are you trying to remove, or is it both?

Your contract ends in 1 month 28 days , you can cancel within the last 30 days with no cancellation fees, call our loyalty team on 03451720088.

Regards

Arne,

Thanks for your assistance for what is likely to be the last time after my telephone conversation with one of your colleagues.

The good news, she removed the boosts in question and the bad news, couldn’t make an offer to match a number of your competitors at present.

So after 17 years as a customer I’m off to pastures new.

Thank you.

Re: Calls Boost Ending before FTTP contract.

Arne-TalkTalk — Fri, 05 May 2023 06:29:50 GMT

Thanks for the update, Sorry that you have decided to leave us.

Re: Calls Boost Ending before FTTP contract.

benny55 — Tue, 09 May 2023 10:43:30 GMT

@Arne-TalkTalk wrote:
Thanks for the update, Sorry that you have decided to leave us.

Yes, after all this time is disappointing to have to leave.

It’s just the renewal offers are so poor. When I last renewed, less than 18 months ago, it cost £24 P/M for Fibre65/telephone package. Now the best your colleague could offer for the same service is £53.90. I appreciate we’re going through a period of high inflation but an increase of 125%!!!

I have no choice but to switch to a new supplier where the cost is about half that proposed by TT.

Thanks for all your help over the years.

Benny.

Re: Calls Boost Ending before FTTP contract.

Arne-TalkTalk — Tue, 09 May 2023 12:01:21 GMT

That does seem very high, its sometimes better to try again and speak to a different retentions agent im sure they can do better.

Re: Calls Boost Ending before FTTP contract.

benny55 — Tue, 09 May 2023 12:21:38 GMT

@Arne-TalkTalk wrote:
That does seem very high, its sometimes better to try again and speak to a different retentions agent im sure they can do better.

When I pressed your colleague on the pricing she insisted that the present edict was ‘No phone package concessions’ which meant she had no scope to improve the offer.

Re: Calls Boost Ending before FTTP contract.

Arne-TalkTalk — Tue, 09 May 2023 12:41:24 GMT

We dont offer the calls boost free anymore but there is an option of half price.

Re: Calls Boost Ending before FTTP contract.

benny55 — Tue, 09 May 2023 15:36:57 GMT

@Arne-TalkTalk wrote:
We dont offer the calls boost free anymore but there is an option of half price.

That was mentioned but only for a period of three months. And considering it’s a 24 month contract has limited impact overall.

Re: Calls Boost Ending before FTTP contract.

Arne-TalkTalk — Wed, 17 May 2023 14:13:11 GMT

let me check but it should be available for the length of the contract, im sure it can be added for 18 months minimum.

**Edit** 24 months is available speak to loyalty again.

Re: Calls Boost Ending before FTTP contract.

benny55 — Fri, 02 Jun 2023 15:21:30 GMT

@Arne-TalkTalk wrote:
let me check but it should be available for the length of the contract, im sure it can be added for 18 months minimum.

**Edit** 24 months is available speak to loyalty again.

An update.

Well, when the date (next week) had been established for the transfer to my new provider I was contacted by someone within the ‘retentions’ dept. I explained this avenue had already been explored and all options exhausted. I was then transferred to another colleague who appeared determined to match my new provider in an effort to retain my A/C.

The bottom line is, if what was promised materialises, I will be remaining with TT albeit with a variation on my current package of Fibre 65 (FTTP) + Phone (PSTN) to Fibre 65 + Digital Voice.

I’ve now had to cancel my City Fibre installation for next week and agree an Openreach appointment later in the month for my service update.

A couple of questions;

1) Will the legacy Phone line remain in place?

2) Is the Digital Voice App compatible with my Fibre65 installation?

Re: Calls Boost Ending before FTTP contract.

ferguson — Fri, 02 Jun 2023 16:10:39 GMT

It should be "yes" to both, but you will need to connect your landline handset via other than the old phone socket. Which make/model of router do you currently have?

Re: Calls Boost Ending before FTTP contract.

benny55 — Fri, 02 Jun 2023 16:23:41 GMT

Thanks for the reply.

My current router is the Fast 5364 (No Phone socket). They are supplying a VOIP compatible unit, presumably the Hub 2 5464.

Re: Calls Boost Ending before FTTP contract.

ferguson — Fri, 02 Jun 2023 16:27:45 GMT

In which case all should be fine. The Openreach engineer will presumably only be required to switch you from the copper line to a VoIP circuit.

Re: Calls Boost Ending before FTTP contract.

benny55 — Fri, 02 Jun 2023 16:37:42 GMT

@ferguson wrote:
In which case all should be fine. The Openreach engineer will presumably only be required to switch you from the copper line to a VoIP circuit.

My principal interest in the Digital Voice App is to utilise our mobile handsets for most of our land line use.

Re: Calls Boost Ending before FTTP contract.

ferguson — Fri, 02 Jun 2023 16:45:29 GMT

Which you should be able to do once the switch has taken place. Plus you will also receive incoming calls on up to 5 mobiles registered with the app, pretty cool! Let us know how it goes. And of course, any issues, you know where we are. 🙂