topic Unexpected charges on bill in Billing

Unexpected charges on bill

oliparsons — Fri, 29 Mar 2024 08:22:48 GMT

Hi,

I recently signed up to a talktalk 65 full fibre and TV package (£29 per month), in the days that followed my new talktalk router was delivered and an engineer visited and setup my internet, no problems.

However I had not received my talktalk TV hub which is needed to use the TV part of the service (included in my package).

I contacted support and they explained I was not sent the TV hub because one was not ordered so they had dispatched one out to me, which I have now received.

However now I am being billed an additional £5 a month.

I have tried emailing and calling and I am being told that talktalk TV is an extra, however when I signed up it was included. Overall I'm not very satisfied because now I'm being billed for something that was being advertised as being part of the package, so therefore the cost

Please talktalk can someone review the account and the charges, as I was just told again that this is a billed extra, when I explained that my package should include it anyway.

Re: Unexpected charges on bill

Gliwmaeden2 — Fri, 29 Mar 2024 08:36:25 GMT

TV is included in the package names, @oliparsons. It's rather misleading as it simply means that the services may be accessed..... but only if you actually order the hub and that does come with a £5 rental charge.

I'll move this to the billing section for you - however most staff will not be back before Tuesday.

Re: Unexpected charges on bill

Arne-TalkTalk — Tue, 02 Apr 2024 09:07:36 GMT

Hi @oliparsons

I have checked your original order placed on the 23 Jan , there was no TV on that order it was added later on the 15th Feb when you contacted us.

Tv is an additional extra cost, I'm sorry that this wasn't explained to you, as an apology i have added a small discount for the next 3 months.

Regards

Re: Unexpected charges on bill

oliparsons — Tue, 02 Apr 2024 10:51:44 GMT

Hi Arne,

Thank you for looking into this, the package I signed up for and that I received emails for was in relation for talktalk TV though, I'll pm these over to you.

Kind Regards,

Oli

Re: Unexpected charges on bill

Arne-TalkTalk — Tue, 02 Apr 2024 11:32:56 GMT

Thank you , ill look into this.