topic Re: Renewal in Billing

Renewal

ChunkyChunk1 — Tue, 27 Feb 2024 16:07:43 GMT

Anyone else have issue with the wording of option 3 in the renewal email? If indeed anyone has had their email around 15 Feb 24?

Re: Renewal

ChunkyChunk1 — Tue, 27 Feb 2024 19:19:18 GMT

Personally I find it very misleading have tried chat with online agent from fibre loyalty team, very condescending, have escalated to their unavailable manager, but can't seem to find a phone to actually talk to someone ideally in the UK, any ideas? Thanks in advance. Screenshot of option 3 attached.

Re: Renewal

ChunkyChunk1 — Tue, 27 Feb 2024 19:20:26 GMT

Re: Renewal

ferguson — Tue, 27 Feb 2024 20:10:53 GMT

I don't know about "misleading," but it is certainly confusing, especially without knowledge of the full context. What package are you on presently?

Re: Renewal

Arne-TalkTalk — Wed, 28 Feb 2024 09:52:39 GMT

Hi ChunkyChunk1

If you choose option 1, and continue out of contract, although you have fixed price plus, you will receive a price increase in April.

Option 2 upgrade to faster speeds ie fibre 900

The 3rd option gives you the choice of renewing into to a new 24 month contract on the current package.

Hope that helps.

Re: Renewal

ChunkyChunk1 — Wed, 28 Feb 2024 13:38:59 GMT

If was on a fixed 24mths contract for fibre 500 data only. Read the renewal email, option 3 states move onto a 'new, matching' contract. I thought brilliant, rand the number only to be told it's variable as in CPI linked, that is not a 'matching' contract.

Re: Renewal

ChunkyChunk1 — Wed, 28 Feb 2024 13:39:49 GMT

I was on a fixed 24mths contract for fibre 500 data only. Read the renewal email, option 3 states move onto a 'new, matching' contract. I thought brilliant, rand the number only to be told it's variable as in CPI linked, that is not a 'matching' contract.

Re: Renewal

Arne-TalkTalk — Wed, 28 Feb 2024 14:42:43 GMT

I would suggest specifically asking for a fixed price plus plan.

Re: Renewal

ChunkyChunk1 — Wed, 28 Feb 2024 15:12:36 GMT

Hi Arne I have managed to get a fixed price plan, at a higher price than option 3, and this is my point that paragraph reads as though that offer matches my previous contract. That is the offer I wanted because of the poorly worded offer, but all I get is a very condescending attitude from the fibre loyalty team saying we'll it doesn't say it's fixed, and the last one I spoke to openly admitted they don't advise that all offers are variable unless it states it's fixed. How am I, or anyone else for that matter, meant to know this?

Re: Renewal

Arne-TalkTalk — Wed, 28 Feb 2024 15:27:35 GMT

I will feed this back.

Re: Renewal

ChunkyChunk1 — Wed, 28 Feb 2024 16:04:12 GMT

Ok thanks Arne

Re: Renewal

ferguson — Wed, 28 Feb 2024 16:35:10 GMT

@ChunkyChunk1

Would you mind sharing how much you agreed to for the fixed price contract?

Re: Renewal

ChunkyChunk1 — Wed, 28 Feb 2024 17:41:08 GMT

Hi Ferguson

Yeah it's only a slight increase of £2 per month

Re: Renewal

ferguson — Wed, 28 Feb 2024 17:54:36 GMT

OK, that's not bad. Probably swings and roundabouts over the duration of the contract and at least you don't have to second-guess what the CPI rate might be going forwards.

My own renewal "offer" for Fibre 150 was stay as you are at Fixed Price Plus on £26, or take out a new 24 month contract for the same package at £32 variable. Not a hard decision in my case!

Re: Renewal

ChunkyChunk1 — Wed, 28 Feb 2024 17:58:20 GMT

Hi Ferguson

Yup not a hard decision at all. Yeah all swings and roundabouts for sure, it's not the money that's my issue it's the poor wording and rather condescending attitude of the 'loyalty team' that's irking me

Re: Renewal

ferguson — Wed, 28 Feb 2024 18:01:28 GMT

"Poor" wording is putting it mildly, why would TalkTalk even proffer an option that would leave you worse off?

Re: Renewal

ChunkyChunk1 — Fri, 01 Mar 2024 16:32:14 GMT

Hi all just an update was expecting a call back from the 'fibre loyalty' team manager re my complaint and guess what no such call received. Brilliant. Anyone know a phone number here in the UK I can ring? Thanks in advance

Re: Renewal

ChunkyChunk1 — Fri, 01 Mar 2024 16:33:22 GMT

Hi Arne just an update was expecting a call back from the 'fibre loyalty' team manager re my complaint and guess what no such call received. Brilliant. Do you know a phone number here in the UK I can ring? Thanks in advance

Re: Renewal

ferguson — Fri, 01 Mar 2024 16:37:59 GMT

The main contact details are published on the website, although for the loyalty team specifically you could try 0345 172 5157. The support team here won't be back online until Monday now.

Re: Renewal

Arne-TalkTalk — Tue, 12 Mar 2024 09:16:51 GMT

Hi, did you get through?