topic Re: New TalkTalk contract? in Billing

New TalkTalk contract?

Billx — Mon, 07 Apr 2025 16:15:36 GMT

I've just received today, 7-4-2025, an email

From: TalkTalk Customer Service<info@customer-service.talktalk.co.uk>

Subject: Bill, we've made the changes you asked for.

As usual, this email address is non-replyable (i.e. not monitored)

This is part of the email:

---

abc

Further below, it has the following:

"Giving you the best possible service is our top priority. If you change your mind, you can cancel within 14 days of placing your order - just get in touch."

---

The last time I fixed my contract was 23-10-2024. This was via an army of complaint case managers and it was a marathon of 6 months. It lasts for 18 months and completes on 22-4-2026

So, what the hell is going on?

What changes have TalkTalk Customer Service made?

Really, really weird.

Bill

Re: New TalkTalk contract?

angelique-TT — Mon, 07 Apr 2025 16:18:30 GMT

Good afternoon Billx. Thank you for bringing this to our attention. I will look into this for you. Please send us a private message.

Re: New TalkTalk contract?

Billx — Mon, 07 Apr 2025 16:36:34 GMT

Hi, @angelique-TT

There is no more information to give you. All possible information is in front of you.

Why do you want to communicate via private message? I am quite happy here.

Bill

Re: New TalkTalk contract?

ferguson — Mon, 07 Apr 2025 16:51:56 GMT

It may have just been auto triggered by your new router being sent out.

Re: New TalkTalk contract?

Billx — Mon, 07 Apr 2025 17:16:41 GMT

So has the AI gone berserk?

Re: New TalkTalk contract?

Billx — Mon, 07 Apr 2025 17:59:35 GMT

In the meantime, it would be good to know why it would be beneficial to start a conversation with a private message.

Re: New TalkTalk contract?

Arne-TalkTalk — Mon, 07 Apr 2025 18:47:57 GMT

Hi Billx

Just to confirm that the message was auto generated when the new router was ordered, there is no change to your contract or plan status

Sorry for any confusion.

Re: New TalkTalk contract?

Billx — Mon, 07 Apr 2025 19:35:43 GMT

Thanks very much, @Arne-TalkTalk

Do you think the AI can be corrected so that these auto generated messages are not generated?

Bill

Re: New TalkTalk contract?

Arne-TalkTalk — Tue, 08 Apr 2025 07:36:53 GMT

I'll pass on your feedback.

Re: New TalkTalk contract?

Billx — Tue, 08 Apr 2025 08:33:41 GMT

Oh, I forgot. Is there a good reason why I was originally asked to to start the conversation via private messages, when there would have been zero new information?

Bill

Re: New TalkTalk contract?

Gliwmaeden2 — Tue, 08 Apr 2025 09:03:27 GMT

Many new staff have come from social media support sites - it's a different sort of platform there.

Hopefully they will soon get used to just checking the profile area as that usually contains all the essentials, @Billx.

We have already fed this back.

Re: New TalkTalk contract?

Billx — Tue, 08 Apr 2025 11:01:57 GMT

That was my own conclusion. But somehow it has continued.

EDIT: I missed "We have already fed this back." I hope they are well fed now.

Re: New TalkTalk contract?

Arne-TalkTalk — Tue, 08 Apr 2025 10:38:53 GMT

Once the new guys get more confident of posting on an open community PMs will only be used to ask for account information.

Re: New TalkTalk contract?

Billx — Tue, 08 Apr 2025 11:16:18 GMT

Very good, @Arne-TalkTalk , Thank you

Bill

Re: New TalkTalk contract?

Billx — Thu, 10 Apr 2025 10:25:03 GMT

I am getting the full treatment now.

It looks like I really HAVE a new contract.

From: TalkTalk Customer Service <info@customer-service.talktalk.co.uk>
To: Bill

abc

Has TalkTalk's AI gone berserk?

Bill

Re: New TalkTalk contract?

Arne-TalkTalk — Thu, 10 Apr 2025 10:28:30 GMT

You are NOT in a new contract, your start date was 23/10/24 this hasn't changed

Re: New TalkTalk contract?

Billx — Thu, 10 Apr 2025 10:33:22 GMT

Thanks, @Arne-TalkTalk

We are allowed a bit of a laugh, aren't we?

Re: New TalkTalk contract?

Gliwmaeden2 — Thu, 10 Apr 2025 13:24:52 GMT

It was bad enough getting Talktalk's generic emails at the best of times, @Billx, without them being run by AI.

Looks like mayhem...!

Hopefully there will still be a few humans left to pick up the pieces!

Re: New TalkTalk contract?

ferguson — Thu, 10 Apr 2025 13:58:53 GMT

@Billx

Did it mention anywhere in either of those messages a new contract?

Re: New TalkTalk contract?

Billx — Thu, 10 Apr 2025 14:32:18 GMT

@ferguson

Well, I've shown the 2 messages, you can see for yourself.

But this is exactly how the confirming messages look like, immediately after a new contract has been agreed.

So, what do you want me to tell you?

(Since that is what is sent immediately after a new contract,

it implies that a new contract has just been agreed.)

Edit: So, it is OK to be reminded that my broadband service is NOW live, after 6months?