topic Re: Contract renewal stated TV would be 0.00, now being charged 5.00 in Billing

Contract renewal stated TV would be 0.00, now being charged 5.00

Mister B — Thu, 31 Jul 2025 14:26:02 GMT

Hi, I renewed my contract to fibre 35 on the 29th July, The contract documents I downloaded and agreed to stated TalkTalk TV would cost 0.00. I Have just logged into my account to see if the renewal is complete and it is stating it is charging me 5.00 a month. I did not agree to this as it was stated in the documents, I would like the charge removing as per the contract.

Re: Contract renewal stated TV would be 0.00, now being charged 5.00

Mandisa-TT — Thu, 31 Jul 2025 14:27:16 GMT

Hi @Mister B I will look into this for you.

Re: Contract renewal stated TV would be 0.00, now being charged 5.00

Mandisa-TT — Thu, 31 Jul 2025 14:37:17 GMT

@Mister B I have reviewed your account and can confirm that you received your contract on July 30, 2025. The TV charge was supposed to be removed upon the renewal of your account; however, it currently shows that TalkTalk TV is being billed at £5.00 per month. I recommend contacting our Better Value Team, as they will be able to assist you in removing this for you. To ensure you are not billed for it. I sincerely apologize for any inconvenience this may have caused.

Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Contract renewal stated TV would be 0.00, now being charged 5.00

Mister B — Thu, 07 Aug 2025 12:49:26 GMT

Hi @Mandisa-TT,

I contacted the team through chat and they said that they had removed the charge, however logging into my account today and the charge is still showing, would you be able to confirm if the charge has been removed?

Kind regards.

Re: Contract renewal stated TV would be 0.00, now being charged 5.00

Mandisa-TT — Thu, 07 Aug 2025 12:50:46 GMT

Not a problem @Mister B I will check this for you.

Re: Contract renewal stated TV would be 0.00, now being charged 5.00

Mandisa-TT — Thu, 07 Aug 2025 14:54:42 GMT

Hi @Mister B I have reviewed your account and can confirm that no changes have been made. You spoke with an agent on the 31st after my suggestion, and they assured you that the issue had been resolved. I sincerely apologize for the inconvenience this has caused. I have escalated the matter to my manager, and the TV charge has now been removed for you. You will be getting an email confirming this. Please refresh your myaccount and check if the charge is no longer visible; however, please note that it may take up to 24 hours for the changes to reflect in your myaccount.