topic Re: Extension of Contract After House Move in Billing

Extension of Contract After House Move

Wellspokengent — Fri, 12 Apr 2024 14:13:36 GMT

Hi,

In the last two years we've moved property twice and we were expecting our broadband contract to end in January this year, but it seems the act of moving has reset our contract even though we're on a lower speed internet with no change to the package since we moved last August. Please could you look to investigate this?

Thanks,

Charles

Re: Extension of Contract After House Move

fr8ys — Fri, 12 Apr 2024 15:00:58 GMT

Hi,

Moving home creates a new contract each time.

Your emails at the time of moving should have stated this as does the website when you enter details of the new property.

My contract price increased at the change over and told me the period length as well.

Your contract end date will be shown in My Account.

Re: Extension of Contract After House Move

Wellspokengent — Fri, 12 Apr 2024 16:34:18 GMT

What I struggle with is the fact that you can't change supplier during a house move without paying a penalty and then get tied into a new contract. It means I've effectively been locked into a contract that is 48+ months.

Re: Extension of Contract After House Move

Gliwmaeden2 — Fri, 12 Apr 2024 19:46:09 GMT

By taking out the new contract you avoid paying the £60 home move fee, @Wellspokengent.

In some cases the fee would work out the cheaper option rather than worrying about the timing / amount of the new contract.

Lots of maths, and sometimes you just won't know which is the better choice due to unforeseen circumstances etc.

Re: Extension of Contract After House Move

Arne-TalkTalk — Tue, 23 Apr 2024 09:16:53 GMT

How did you place the homemove ?

Re: Extension of Contract After House Move

Wellspokengent — Tue, 23 Apr 2024 09:22:40 GMT

Hi Arne, it was done through the TalkTalk website homemove service. I didn't receive any additional hardware and actually have dropped down on my connection speed through each move as we've gone to areas where the max available speed was lower.

Thanks,

Charles

Re: Extension of Contract After House Move

Arne-TalkTalk — Tue, 30 Apr 2024 07:01:37 GMT

So if you chose not to pay the £60 fee to continue on with the contract end date then a new contract is started.

Re: Extension of Contract After House Move

Wellspokengent — Tue, 30 Apr 2024 07:24:06 GMT

Hi Arne, in no way is that ever made clear when doing a home move. I was never asked once if I wanted to pay a £60 home move fee to prevent the start of a new contract.

Re: Extension of Contract After House Move

Gliwmaeden2 — Tue, 30 Apr 2024 08:21:18 GMT

@Wellspokengent, it's important to read the information articles in these situations - too easy to dive straight in and miss something important.

Another information page that mentions it (you can find these via the forum search engine) has it under one off fees:

http://community.talktalk.co.uk/pricing

Re: Extension of Contract After House Move

Wellspokengent — Tue, 30 Apr 2024 08:22:33 GMT

Thanks but I stand by the fact that this was not clear during the process itself. The One Off charge page make no reference to a new contract being required if you waive this.

Re: Extension of Contract After House Move

Gliwmaeden2 — Tue, 30 Apr 2024 08:39:05 GMT

However, the Home Move guidelines page does spell out the details, @Wellspokengent, and if you have moved twice in the past two years, surely you had time to take a closer look?

The £60.00 is only waived when you take out the new contract each time, so, of course it's a sweetener, but it has consequences.

Each time you would be sent contract details, and your billing in My Account always shows when the current contract ends.

You do need to open up these emails that are sent when a contract is renewed and also dip into My Account properly now and then to check what is going on. Bottom line is "buyer beware".

Re: Extension of Contract After House Move

Wellspokengent — Tue, 30 Apr 2024 08:46:22 GMT

Ah, but (and I've just trialled this) when you actually go through the move, the £60 fee is automatically waived with no indication of a new contract being the result of this. I can see no way in which to reject this so they are making an assumption on my behalf that I wish to start a new contract. That in no way is made clear when you go through the home move process - in fact it looks like a goodwill waiver for being a loyal customer, instead Talktalk are unfairly automatically assuming you will accept a new contract.