topic Re: The displayed offer in My Account is not what I'm being offered in Billing

The displayed offer in My Account is not what I'm being offered

Breadton — Sun, 06 Oct 2024 16:23:13 GMT

I'm writing this on behalf of my elderly dad from his account:

His home broadband and phone contract ended last year, been paying extra, didn't know - but happy with the service so trying add International Max boost. In the offers and upgrade section, I could see it for £7. This is the offer I got in My Account:

Screenshot of offer in My Account

When I click that, it takes me to the phone services tick box page where you can tick on and off what you want and press 'update'. No mention of international max boost anywhere. Clicking on 'manage boosts' just refreshed the page. Went through every link under phone services just incase. Defeated I messaged TalkTalk through chat. Got through to a nice agent but they could not see the £7 offer on their end. Instead, they offered me international max call boosts for £10 and that didn't include unlimited UK calls, unlike above.

The agent in chat clarified my Dad had been paying £24.91 for Fibre 35 and £16 for unlimited UK calls.

The agent was able to offer: 24 month contract, £24 Fibre 65, £8 UK unlimited calls, £10 International Calls. After I said that I just want to accept the offer above, which would be £11 cheaper then their offer, they offered £5 off a month for three months.

If I can accept the offer in My Account, my dad should get: £24 Fibre 65, £7 International Max Calls Boost (with unlimited UK calls). That's £31 for 24 months and he'd be plenty happy. But I can't accept the offer online nor can the agents from TalkTalk do anything. This offer is all we want. Any advice would be greatly appreciated. Thank you.

Re: The displayed offer in My Account is not what I'm being offered

Divsec — Mon, 07 Oct 2024 07:54:45 GMT

Hi @Breadton your post has been escalated and you should hear soon.

Re: The displayed offer in My Account is not what I'm being offered

Breadton — Mon, 07 Oct 2024 08:04:00 GMT

Thank you @Divsec

Re: The displayed offer in My Account is not what I'm being offered

Gliwmaeden2 — Mon, 07 Oct 2024 09:11:36 GMT

@Breadton, there's been a fault in the displayed offer which another customer mentioned recently too.

The international calls boost does NOT include UK calls, despite the appearances in that promotion. It's not set up with that facility, @Breadton.

Wait for staff to reach this post for clarification, but I will flag the issue too, as the promotion in Offers and Upgrades needs correcting.

Re: The displayed offer in My Account is not what I'm being offered

Arne-TalkTalk — Tue, 08 Oct 2024 11:41:36 GMT

Hi Breadton

The information looks to be incorrect and and I have raised to the my Account team for verification, The boost does not include calls to uk landlines/mobiles

International Max Calls Boost

This boost includes calls to overseas mobiles. It's just £14.00 a month and you can make up to 1500 minutes of calls abroad for no extra charge. The calls must be from your TalkTalk landline to landlines and mobiles in the 55 inclusive countries listed below. If you want to call places that aren't included in your 1500-minute allowance, don't worry. You get guaranteed discounted rates to all international destinations too.

Sorry for any confusion.

Re: The displayed offer in My Account is not what I'm being offered

Breadton — Wed, 16 Oct 2024 13:45:37 GMT

Thank you @Gliwmaeden2

Re: The displayed offer in My Account is not what I'm being offered

Breadton — Wed, 16 Oct 2024 14:32:32 GMT

Thank you @Arne-TalkTalk, I've yet to hear from the Accounts team, any chance of any update?

Re: The displayed offer in My Account is not what I'm being offered

Gliwmaeden2 — Wed, 16 Oct 2024 15:56:37 GMT

I'll re-escalate this thread for you, @Breadton.

Re: The displayed offer in My Account is not what I'm being offered

Arne-TalkTalk — Thu, 17 Oct 2024 09:48:51 GMT

Hi @Breadton

The team have confirmed that the boost not not include calls to uk landlines and mobiles, I've been told the page has been updated. as below.