topic Not Understanding Emails About My Contract/Billing in Billing

Not Understanding Emails About My Contract/Billing

Cluster-Lizard — Thu, 17 Apr 2025 02:09:33 GMT

About a month ago I received an email from TalkTalk (see attachment) which stated that from 17th April 2025 the cost of my FTTC 65Mb would increase by 50p/month. A surprisingly reasonable 2.5% increase and TBH I was expecting it to be more like 15% ie. a £3/month more.

Today (17.04.25) I get another email addressed to me as a loyal customer saying I'm being given an exclusive offer to fix my contract for the next 24 months with an increase in price of 40% to £28.00 plus an additional £3/month from April 2026 and another £3/month from April 2027.

I'm not understanding this. To start with that is a 3 year contract surely: 2025 - 2026 (£28), 2026 - 2027 (£31) and 2027 - 2028 (£34). Secondly how is a 40% increase in cost followed a year later by an inflation busting 10+% and a year after that a 9+% increase in any way a 'reward' for my loyalty?

I'd like an explanation if somebody here can work out what is going on because the two emails, just a month apart make no sense to me.

Re: Not Understanding Emails About My Contract/Billing

Divsec — Thu, 17 Apr 2025 07:37:31 GMT

Hi @Cluster-Lizard seems the norm one hand doesn't seem to know what the same hand is doing.

I would check what your out of contract pricing looks like.

I would also suspect you will be declining today's generous offer😁

Re: Not Understanding Emails About My Contract/Billing

Gliwmaeden2 — Thu, 17 Apr 2025 07:37:57 GMT

@Cluster-Lizard, the first email is related to the fixed price plus that only increases by CPI (and not the extra 3.7% that non fixed contracts get).

The newer "offer" is not fixed price plus, and, since last August, these come with an increase of £3.00 per year.

It's in the Ts&Cs and in Talktalk's price notification pages and can't be dodged unless you are on Fixed Price Plus.

Someone at Ofcom thought this was a great idea - so that people would know what the fixed amount of increase would be year on year. For most people it means it's now a massive, way over inflation, increase compared with even what we paid extra when inflation peaked a few years ago! It's hugely inflationary for the country, in fact, across millions of customers and will add to those figures spiking along with the effect of Council Tax and water bills going up etc all at once. Many would think it was not a very bright decision.

They are simply announcing next year's increase now, which you will formally be notified about next March, and the following year's increase, which you will be notified about in March 2027, because it would affect the April 2027 bill, @Cluster-Lizard, unless you renew that contract in the final month.

You are too late in the year to completely miss the April '27 increase, on their radar, @Cluster-Lizard.

Re: Not Understanding Emails About My Contract/Billing

Gliwmaeden2 — Thu, 17 Apr 2025 07:51:58 GMT

@Cluster-Lizard,

Information about price increases:

https://www.talktalk.co.uk/legal/annual-price-change

If you check the listed deals at the bottom, in the small print, you will see that the price for new FTTP (which you will need to upgrade to eventually) is £27.00.

There's much scope for haggling, but the way to do it is always on phone or Chat - don't click on deals that come through My Account / emails. You might think you are saving time, but it's worth carving out a chunk of time in your day to set up something better that's going to save a decent amount of money.

Speaking to the LOYALTY team / retentions / Better Value....whatever incarnation they come under can take more than one call, because not all agents will be offering exactly the same.

Re: Not Understanding Emails About My Contract/Billing

Cluster-Lizard — Fri, 18 Apr 2025 12:56:57 GMT

Thanks all for the replies/suggestions here.

I actually received my April bill today which included the 50p/month increase so why I was sent the earlier rather disconcerting 'loyalty' contract offer is a mystery.

Contacting the Loyalty/Retentions/Better Value would seem like the sensible thing to do if/when I get any more hassle like this.

Thanks again.

Re: Not Understanding Emails About My Contract/Billing

Karl-TalkTalk — Fri, 18 Apr 2025 13:15:07 GMT

Glad the Community was able to help.

Thanks

Karl.