topic Re: Trying to obtain price for continuing contract in Billing

Trying to obtain price for continuing contract

Weevie — Wed, 11 Sep 2024 11:28:05 GMT

I am trying to find out what TT are going to try to charge me for continuing my contract at renewal (in two months) but am unable to speak on the phone (disabled) - so I tried LIVE CHAT - first question "Please type the mobile number registered to your TalkTalk account without any spaces ?"

My answer "n/a" (I am not interested in mobiles - just an internet connection.)

BOT ..."That doesn't look quite right. Let's try again..."

Me "human please"

and so it went on for the next ten minutes

I WAS UNABLE TO RAISE A HUMAN

I am currently paying £27 including unlimited calls.

The reason for this early quote request is that TT business can offer me what I have now with TT residential for £31.99. FTTP is not yet available - so it's got to be FTTC 65Mbps with unlimited calls package.

Alternatively I can get a local FTTP - 450Mbps at £35 with calls at £4

Unbelievably - I would prefer to remain with the devil you know - TT residential - but not if I am unable to even get a decent price......

Re: Trying to obtain price for continuing contract

Arne-TalkTalk — Wed, 11 Sep 2024 09:25:23 GMT

Hi Weevie

I can only give you the base prices, as I dont know what deals/discounts are being offered by the loyalty team, Do any deals show when you log into My Account and go to offers?

It looks like FTTP is available Full fibre packages show when your post code is entered in our fibre checker

It might be better to have a nominated user on your account when contacting our loyalty team so they can speak on your behalf.

Regards

Re: Trying to obtain price for continuing contract

Weevie — Wed, 11 Sep 2024 11:36:16 GMT

@Arne-TalkTalkSorry but my wife has not got a clue about technical matters - I need to be able to discuss this myself

I assume that you are aware that the Equalities Act 2010 does include such matters ?

And if it became known that TT were not allowing a disabled person equal access to services that a non-disabled person can obtain - I believe that there would be serious repercussions..

Full fibre from openreach, is not yet available at my home - it is slowly working it's way up the road, but not yet here - sometime next year possibly.

Have you tried PLUS chat from your link "TalkTalk PLUS app Chat to us"

it doesn't even work

Re: Trying to obtain price for continuing contract

Arne-TalkTalk — Wed, 11 Sep 2024 12:33:40 GMT

We are not stopping anything there are options available, The nominated user can simply relay what is said on the call to you, or you could have the call on speaker phone (if possible )so you can hear what is said, you can then make a choice.

Did you try the Full fibre checker? it shows its available at your address.

Re: Trying to obtain price for continuing contract

Weevie — Wed, 11 Sep 2024 13:20:49 GMT

I assume that once Openreach have connected me - I can order FTTC from TT etc ?

I cannot order FTTC from TT !!

My house still has not yet been wired up

And TT have failed Equalities Act 2010 - because they have prevented ME from requesting information that a non-disabled customer could easily/simply and readily obtain !

Instead suggesting that I use a "nominated user"

Re: Trying to obtain price for continuing contract

Arne-TalkTalk — Wed, 11 Sep 2024 13:20:38 GMT

Dont forget your house will only get wired up when you order it, the infrastructure is there, our website offers you full fibre , also you are asking for information about a deal that you may be offered in 2 months, I cant foresee what will be available then.

You have obviously renewed in the past, so im only suggesting potentially the easiest way to do this going forward.

Re: Trying to obtain price for continuing contract

Weevie — Wed, 11 Sep 2024 13:54:04 GMT

Also - this £3 annual price rise worries me

I have been a TT customer for 21 years - had the £3 annual rise been in place since then - I would have been paying over £90 per month today - when will it stop ?

Re: Trying to obtain price for continuing contract

Arne-TalkTalk — Wed, 11 Sep 2024 14:04:54 GMT

A month?

Re: Trying to obtain price for continuing contract

Gliwmaeden2 — Wed, 11 Sep 2024 14:31:54 GMT

@Weevie,

Most companies will be doing similarly, as they are still entitled to help themselves to an April hike.

For many customers it will be worse than the previous CPI +3.7% except in years of extraordinary inflation.

The way round it is to time a renewal shortly before or soon after the hike to minimise the consequences and get back to a sensible price.

Re: Trying to obtain price for continuing contract

Weevie — Wed, 11 Sep 2024 14:39:57 GMT

@Gliwmaeden2 @Arne-TalkTalk

This is exactly what I am trying to do now - 2 months before my 2 year contract expires !

is this too early - why ?

All that I am trying to do is to get a price match (or preferably better) than with TT business - ie) £31.95 inc unlimited calls package.

Re: Trying to obtain price for continuing contract

Gliwmaeden2 — Wed, 11 Sep 2024 14:59:50 GMT

You can only do RENEWALS up to 3 months early.

They then start from the day you renew, not the previous end of contract date.

The lead in time to UPGRADE to Full Fibre is different.

Perhaps @Arne-TalkTalk could confirm whether it's within the final month or out of contract.

However, the facility to set up contracts has long since gone from the forum, @Weevie.

Re: Trying to obtain price for continuing contract

Weevie — Wed, 11 Sep 2024 15:04:12 GMT

@Arne-TalkTalk @Gliwmaeden2

It looks like FTTP is available Full fibre packages show when your post code is entered in our fibre checker "

It doesn't even let me in - select fibre checker - you'll presumably get the same as me - put address and length of residence and select SEE PACKAGES - Result - NOTHING !!

It fails

Re: Trying to obtain price for continuing contract

Gliwmaeden2 — Wed, 11 Sep 2024 16:55:03 GMT

You can do all this via Chat, and they'll confirm if there's anything available, @Weevie.

If they ask for a mobile number, it is for ID purposes and in case you ever have a fault on your line.

That's particularly important if you end up ordering VOIP with Full Fibre. If the WiFi goes down the VOIP goes down unless you have battery backup.

When ordering they are careful to check for the need for a phone etc, especially for people needing extra support, hospital / GP contact etc.

Re: Trying to obtain price for continuing contract

Weevie — Thu, 12 Sep 2024 07:51:25 GMT

I AM within 3 months of renewal - in fact my renewal is 2 months today

I see that FTTP is now available - why does it not appear on my account as an upgrade ?

I have tried again to get a human to "chat" to - but not that easy !

Re: Trying to obtain price for continuing contract

Weevie — Thu, 12 Sep 2024 08:10:49 GMT

I give up

If TT want my continuing custom - they are going to have to do much better

I have tried chat and it times out

I have tried using the online fibre checker

and it freezes with no results

Sorry - but after over 21 years - it looks as if we will be parting company

Re: Trying to obtain price for continuing contract

Gliwmaeden2 — Thu, 12 Sep 2024 08:50:28 GMT

@Weevie, if you leave it needs to be done (or at least confirmed) with a phone call:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

You can do a switch to another Openreach provider and if you ask to keep the same number, the provider will inform Talktalk, but you still are recommended to check with Talktalk yourself.

If you move to another provider for Full Fibre, you absolutely have to tell Talktalk yourself.

So leaving is not an "easier" option.

Every company will also have April price rises.

If you have trouble reaching support agents, have you checked out the detailed help articles here?

A lot of help is available to make services more accessible:

https://community.talktalk.co.uk/t5/Hearing-Impairment/bd-p/tta-hearing

https://community.talktalk.co.uk/t5/TalkTalk-Accessibility/ct-p/talktalk-accessibility

Re: Trying to obtain price for continuing contract

Weevie — Thu, 12 Sep 2024 09:30:57 GMT

@Gliwmaeden2 @Arne-TalkTalk

Had a look at both links and NGT is a poor alternative to email - Why is there no dedicated disabled email helpline available ?

have you ever tried using NGT ?

When I am trying to have a conversation of a technical nature and the rep is not technical - it is extremely hard to use !

Re: Trying to obtain price for continuing contract

Arne-TalkTalk — Thu, 12 Sep 2024 13:00:09 GMT

All I can advise is to persevere with Live chat, I cant renew accounts anymore, Sorry.

Re: Trying to obtain price for continuing contract

Weevie — Thu, 12 Sep 2024 15:20:38 GMT

How do I raise an official complaint with TT ?

I am unable to even raise a human to "chat" with - whenever I try - I get "We're sorry, our agents are all busy , we will be with you shortly" - this has caused me to wait 45 minutes this morning and 30 minutes this afternoon before being TIMED OUT.

This is an appalling way to treat a disabled customer who simply wants assistance to remain with / paying TT

I intend to copy my complaint to TT CEO Susie Buckridge (Susie.Buckridge@talktalk.co.uk) and ALL of the directors.

Re: Trying to obtain price for continuing contract

ferguson — Thu, 12 Sep 2024 15:41:53 GMT

@Weevie

I genuinely don't understand why you are having such difficulties getting on to chat. I have just checked now to test and after going through the usual mildly annoying hoops of bot and security I was connected to an agent within a couple of minutes.

If you don't have a mobile number linked to your TalkTalk account to receive SMS messages then try typing "email" if they ask for one again, they can send you a security PIN that way.

There is a link to Complaints at the bottom of every page.