topic Re: New contract isn't starting despite twice signing new agreements in Billing

New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 08:00:32 GMT

My contract is coming to an end and I decided to start a new 24mth contract. Initially I attempted this through the link on an email sent to me and it all looked to be completed, contract and terms sent over. But a week later I was still getting emails saying my previous contract was coming to an end and I should get a new contract ASAP.

I then went through the help chat to ensure the new contract was in place and would go ahead. Contract sent through to my email and all confirmed. A week later I was still getting emails saying you're missing out on a new contract, get one today. So I went back to the chat and was told that it hadn't gone through (Would have been good to be told!), so again I've gone through the process on the chat again, contract sent through, terms agreed. Yet it still looks like my new contract has not been updated on my account and my emails from Talk Talk continue to say I've not started a new contract and I'm going to be charged a much higher (out of contract) price for next months bill.

What is going on? Has anyone else had this happen to them, and how was it sorted? It's got to be the worst customer service i've experienced. I was looking forward to having this sorted and staying with Talk Talk, but this has been dreadful.

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 08:02:07 GMT

Hi there @Sam2025, allow me to check up on this for you as some comms are just sent 4 months in advance before your contract ends. Thanks

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 08:37:07 GMT

Thanks Siphosethu-TT, it also isn't showing up in my "check my contract" section on the website and is still showing the old contract.

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 08:50:05 GMT

Ok let me check that for you. Thanks

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 09:00:27 GMT

I've just checked in your account and noticed it was rejected, sorry about that. Would you like me to renew you or are you looking forward to an upgrade if it's available to you?

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 09:08:20 GMT

Why was it rejected? It is the 2nd time i've gone through the process agreed the contract and then it's been rejected

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 09:09:41 GMT

Yes, I did notice it's the second time it rejected and ask you allow me to take you through the process and see how it goes. Thanks

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 09:31:10 GMT

Thanks @siphosethu-TT if it's been rejected twice I think i'll have to look at an alternative provider as the longer it goes on the longer i'll be paying this higher rate.

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 09:33:25 GMT

I understand that this must be frustrating for you and ask we give it one more shot before I let you go okay. I would be more than happy to have this completed for you. Thanks

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 09:39:30 GMT

Ok @siphosethu-TT, happy to give it one final go

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 09:40:51 GMT

Great, so would you like me to look for available upgrades or should I just renew you?

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 09:49:06 GMT

While I'm looking at available packages, I can see that you have a super safe boost, would you still love to keep that? Thanks

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 10:31:55 GMT

Hi @siphosethu-TT , I'd like the Fibre65 deal at £27p/m that I've tried to upgrade to. Have attached the screenshot. I'd like to remove the supersafe boost please. Thanks

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 10:02:09 GMT

Since you've asked, I've removed the super safe boost and it will be disconnected in the next 24 hours, and you will receive the credit reversal on your next bill okay.

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Mon, 11 Aug 2025 10:08:05 GMT

Thanks

Re: New contract isn't starting despite twice signing new agreements

siphosethu-TT — Mon, 11 Aug 2025 10:08:25 GMT

I have everything ready now and I'm also ready to take you through the compliance statement, I'll send you a text in private messages so we can get started. I hope you are ready. Thanks

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Fri, 15 Aug 2025 07:35:09 GMT

An update for anyone reading this. It has been rejected again, once I finally found an explanation:

Thank you for your patience and time. I can see that the order for the Fibre 65 has been rejected due to a configuration issue, which has occurred multiple times. You might want to consider upgrading to the full fibre services. This will assist the supplier team in setting up the new configuration and service, as the previous configuration was outdated. That’s why your order is getting rejected.

So I get passed to a new team to look at options that will be possible in my area (full fibre isn't available in my area) and get offered................the same Fibre65 deal that has been rejected now 4 times.

Honestly a complete farce of customer service and basic workings as a company.

Re: New contract isn't starting despite twice signing new agreements

Mandisa-TT — Fri, 15 Aug 2025 07:43:41 GMT

@Sam2025 I sincerely apologize for the frustration you've experienced with your order. I completely understand how disappointing it is to have your Fibre 65 order rejected multiple times. The order management team is best equipped to explain the reasons behind these rejections and will be able to assist you further with your query. Thank you for your patience as we work to resolve this issue.

Re: New contract isn't starting despite twice signing new agreements

Sam2025 — Fri, 15 Aug 2025 08:03:17 GMT

That response i posted is from the Order Management Team....

Re: New contract isn't starting despite twice signing new agreements

Gliwmaeden2 — Fri, 15 Aug 2025 08:38:05 GMT

@Sam2025, if you need to leave, remember that there are early termination fees ahead of the last month of your contract.

You need to give Talktalk 30 days' notice of your intention to leave, which doesn't always neatly match the billing cycle so it can take some time to sort out the final bill for £0.00.

Any overpayment can be claimed back via My Account, so leave your Direct Debit in place until all is sorted, as that's the simplest way to get the money back to your bank account.

If you are out of contract and switch, the notice period applies up to just the date of the switch.

Check through the small print in Ts&Cs, linked at the foot of any Talktalk page. Also carefully check through the instructions for cancelling here:

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

You are always best to contact Talktalk directly to check that arrangements are going through - one touch switch doesn't work properly with every company, particularly Virgin and Vodafone, so it's important to follow up with Talktalk directly on 03451 720088.