Another Talk Talk broken promise

[Jayca]

Took out "Fixed Price Plus" after you unilaterally changed your terms and conditions a few years back and went back on the "No Price Increase" previous promise that you originally had.

Paid the extra amount per month while in contract on the promise that after it ended it would only increase by inflation rather than a set amount.

Now get an email stating yet again you've changed your terms and you're adding £4 extra per month which in  my case just over 14% increase.

Moral of the story the word "Promise" isn't worth putting in any of your correspondence.

[Jayca]

@Funky-Gibbons @Mandisa-TT 

Just noticed that you have quoted the contradictory information in regard to out of contract customers and the promised inflation only price rises in another thread.

Has this actually been clarified now?

At the very least this "fixed price plus" option has been mis-sold to a great many customers.

The promise of no mid contract price hikes wasn't the deciding factor to me purchasing this, it was the gamble that inflation would start to come down to a reasonable level. 

[Mandisa-TT]

@Jayca I have checked for you and you’re absolutely right to question it. I can see why the wording in that FAQ is reading as contradictory, especially the section highlighted in red about customers who joined before 12 August 2024 remaining on variable CPI increases once out of contract.

​​​​​​​I’m escalating this for clarification and correction. The FAQ may not be fully updated, and I want to ensure we give you an answer that is 100% I’ll come back to you as soon as I receive confirmation from the pricing and policy team.

[Mandisa-TT]

I understand, I will look into that for you.

[Jayca]

Sorry but that is not how it reads  to me, see section in red.

It States:-

"Once out of contract for those customers who joined before 12 August 2024 your broadband plan will continue subject to variable CPI increases".

The CPI plus 3.7%, £3 and £4 increases refer to standard variable plans only.

[Mandisa-TT]

no increase if you are in contract, on a fixed price plus and joined before 12.08.2024.

[Mandisa-TT]

The FAQ explains that customers who joined before 12 August 2024 and were still in contract would remain on the CPI + 3.7% annual increase model.

The same FAQ also states that once out of contract, those customers would receive a flat £4 increase, not CPI‑based.
 

So even if you joined before 12 August 2024:

• In contract: CPI + 3.7% rule applies
• Out of contract: £4 fixed increase applies

Your contract ended on 26/04/2025, which means you moved to the out‑of‑contract set of rules.

[Jayca]

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

Can you explain highlighted FAQ in the above?

My original "Fixed Price Plus" plan would have been taken out well before 12th August 2024 as the letter advising me of the end of the contract is dated April 2025.

This makes the line "Once out of contract for those customers who joined us before 12 August 2024, your broadband plan will be subject to the variable Customer Price Index (CPI)" relevant to my account.

Only customers who joined after 12th August 2024 appear to be subject to a fixed amount price increase.

For two years while in contract I paid the extra each month on the "promise" it would only increase by inflation at the end of it.

I took a gamble inflation would come down and make the two years of initially higher payments worth it over time and you wouldn't once again renege on your promises.

[Mandisa-TT]

@Jayca Thanks for sharing your experience — I can completely understand your frustration. You originally chose Fixed Price Plus to avoid unexpected changes, so receiving another price update naturally feels like yet another let‑down. I’m really sorry it’s come across that way.

To give a bit more clarity, Ofcom introduced new rules banning inflation‑linked mid‑contract rises, requiring providers to state any future price changes clearly in pounds and pence. Because of that ruling, most providers (including TalkTalk) moved to fixed annual increases instead. Ofcom continues to monitor these policies across the industry. TalkTalk has updated its pricing approach across all packages to bring everything in line with an annual price adjustment model. This change was introduced to make pricing more consistent across the range and to reflect increasing network and service delivery costs.

I completely appreciate that none of this makes the increase feel any less disappointing, but I hope this helps explain why these changes have happened.

If you’d prefer to avoid increases like this, the best option is to recontract. Our new contracts come with clearer pricing, new‑customer style offers, and in most cases work out cheaper than remaining on a rolling monthly plan.

[Mandisa-TT]

Hi @Jayca I will look into your thread and assist you.