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.

[Gliwmaeden2]

I sometimes get follow up emails despite not having a formal complaint on the go. It's not unheard of for them to be looking into the wrong account even....

Assume it's their muddle, but don't remove your DD from My Account until you know everything is done and dusted (especially any refunds).

Make sure that you return the router abd keep a copy of the certificate of posting from the Post Office to prove you sent it. You can usually check it's been delivered that way too, without charge.

Information about returning equipment, @Jayca:

https://help-centre.talktalk.co.uk/Manage_account/More_account_support/Returning_your_TalkTalk_equip...

[Jayca]

@Gliwmaeden2  Thanks for that, the Direct Debit problem must be their end as it's still active with my bank.

Just looked back on old chat transcripts and one agent says "account disconnected from 12th April"  another says the same date but "disconnected with errors".

I guess my main grievance is they produced a new bill for the period from 18th April  on the 21st April or just after when they knew I left on the 12th.

Will pay the outstanding bill by card, and and wait until May to be finally free of them........hopefully. 

Any idea on this mystery complaint text, can they refer themselves because I didn't raise one.

[Gliwmaeden2]

It's usual for them to charge the full month ahead in case the change of provider doesn't happen, or changes dates, @Jayca.

Then the days unused are refunded to your My Account the next month. You claim that money back via My Account. 

But check with both Talktalk and your bank, if there was a Direct Debit glitch.

[Jayca]

Sorry saga of leaving TalkTalk continues, am I been overly fussy with the following?

There was a delay with City Fibre installing the new line but they kept me informed along the way so wasn't concerned about this.

The came on 9th April and it was up and running in a couple of hours after which I disconnected the TT router.

Out of curiosity I logged onto my TT account on the 21st April and it showed the April bill was unavailable to view.

Thought this was because of me leaving and they were just finalising by bill as the previous paid March bill was for the period upto 17th April.

Went onto TT chat and they confirmed my account ceased with them on the 12th April, don't mind the slight discrepancy in dates because it was still in the paid March billing period of upto 17th April.

More chats ensued with them promising that any April bill would be reversed in full in May plus any credit that might be due for the unused March bill.

Today I noticed this April bill is marked as "outstanding please make a payment", I never touched the direct debit it is still active with the bank so why they didn't take it god only knows.

Also last night I received a text from TT about an official complaint that I never  sent.

Been on chat again and they want me to pay the full April bill for a service not provided  and it would be reversed in May.

Do I take them at their word or leave this mystery complaint active and also the bill outstanding?

[ferguson]

Must be different offers in different postcodes. 

[Funky-Gibbons]

@ferguson you can get the deal by using the comparison site broadband.co.uk 

[ferguson]

@Jayca 

You piqued my interest there, but well done, you have got a much better deal than the one I saw on their website.

.

[TrevorW1]

Thats a good deal, I dont think we have Rise fibre in our area but will be looking at reviews for You Fibre

[Jayca]

In the end I went with a two year contract, Rise Fibre, £18 per month and £22 from March 2027.

Considering I would be paying £32 & £36 with TalkTalk this will do me for now, yes I could have haggled them down on the £32 but i've  lost confidence in them and don't think they would've come even close. 

They changed their terms back in 2021 and imposed a price rise mid contract after they advertised "no price rises during minimum contract period".

I took out the fixed price plus shortly afterwards trusting them not to do a similar trick,  Ofcom aside they could at least have reduced the fixed increase as it is up the each individual ISP how much to set the fixed price rises. 

[TrevorW1]

I agree Talk Talk have once again ditched its price promise for fixed price plus customers. It states on the Ofcom website that the new rules only apply to new contracts and older contracts can stay on CPI . 

Talk Talk have lost hundreds of thousands of customers and are hanging on by a thread as they await someone to make an offer for the company

You fibre are currently installing in my area 150 mb for £20 a month so looks like will be joining thousands of others leaving Talk Talk

[TeePee3]

Yep, same with me. Promised 24months fixed at £29. Now get a £3 increase from this April.

Contract ends 24/12/26..............Then I'm outa here.

[Mandisa-TT]

You are not happy with this, and I have sent you a private message with our complaint process. 

[Mandisa-TT]

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

[Mandisa-TT]

@Jayca I’m genuinely sorry to hear that you’ve decided it’s time to move on after being with us since the Tiscali days — that’s a very long relationship, and it’s disappointing to know this experience has led you to lose faith in us.
 

If at any point, you’d like us to take another look at what we can offer before you leave, I’m here and happy to do that. But if you decide to go ahead with switching providers.

You will need to contact our customer services team, and they will be able to put you through to the relevant team who will assist you further with your query. 

[Jayca]

Thanks for the information, I've had a good long think over the weekend and agree with @Funky-Gibbons the time to leave has come.

Been with TalkTalk since you took over Tiscali and feel as I've previously written it was in your power to not impose £4, you could have used a much lower amount considering the nature of the product it relates to.

Worked out over 24 months staying would cost £816, a better deal found online costs £488 for fibre 150, I plan to revert to changing ISP every two years to get best possible deals available.

Not going to try and negotiate a deal with yourselves as don't think you would come even close and I've lost all faith in your company.

[Mandisa-TT]

Hi @Jayca, thanks for your patience while we investigated this further.
 

I’ve now been able to confirm what happened with the FAQ you highlighted. When the recent pricing changes were updated, the FAQ section wasn’t updated at the same time — which meant the information you saw didn’t fully reflect the new policy. That’s why the wording appeared contradictory and why it caused so much confusion, especially for customers like yourself who were on Fixed Price Plus.
 

The FAQ has now been corrected to accurately reflect the current policy for customers who joined before 12 August 2024 but are now out of contract will receive the £4 fixed price increase. I completely appreciate how frustrating it is to be reading one thing while being told another, and I’m really sorry for the inconvenience this has caused.

Thank you again for flagging it — it genuinely helped us get this corrected.
 

If there’s anything still unclear or anything you’d like me to go back and verify for you, we here to help.

[Philile-TT]

@Gliwmaeden2 thank you for the support

[Gliwmaeden2]

@Jayca, an interesting read:

https://www.ispreview.co.uk/index.php/2026/02/major-uk-broadband-isps-sign-gov-charter-to-stop-unexp...

[Jayca]

@Gliwmaeden2 

Thank you I will take your advice in relation to waiting before taking it further.

If they are truly tied by the rules and only allowed to impose a fixed price increase then in my view a lower increase of £2 or so would have been more appropriate considering the unique feature of this product they sold.

If I understand the new rules Ofcom do not set the level of price increases to impose, a £2 increase or just over 7% in my case would still be over the current level of inflation but might not have raised my blood pressure as much.

The last time I had dealings with TalkTalk about price rises was back in 2021 when they reneged on the no price rises during the length of your contract which was advertised heavily.

They should have a change of heart and reduce the fixed increase amount for those who took out the no increase over CPI offer, upsetting a group of loyal customers is not the way to keep them from jumping ship.

As it is with myself there are quite a few tempting and much cheaper offers out there to think about at a later date, might as well revert to the sign up to new providers every two years or so option to get the best deals and freebies. 

[Gliwmaeden2]

@Jayca, your contract was taken out well before the OFCOM ruling advised that customers should pay a fixed amount increase annually in April. This was genuinely thought to be a good idea at the time, after the uncertainty of the inflation rate since 2022.

I think we all hate it, as this "fixed amount" is way above what any of us would have paid under the previous system. Even when inflation was very high, the CPI + 3.7% rule was not hitting £4.00 for most customers as the basic contract starting point was usually <£30. Those customers on Fixed Price Plus paid a bit extra per month but were shielded from the +3.7% effect when out of contract.  It was always going to be rather a gamble as to what would work out more favourably for the customer. 

It feels terribly unfair and out of proportion, having the significant fixed increase, particularly as so-called fixed term deals are now more likely to be for 2 years rather than 12 or 18 months. No escape...

However, when Talktalk devised Fixed Price Plus, they couldn't possibly have foreseen that OFCOM would restructure the pricing rules to ignore the CPI rate altogether and, in effect, give the telecoms industry a steady cash injection year on year. 

So many people are never really going to need or want the superfast broadband speeds that are being promised by Full Fibre. Yet we are all subsidising the rollout of fibre to the premises and the switch off of copper lines.

Talktalk's hands are likely to have been tied by the OFCOM ruling, which is why ditching the association with CPI seems to override the deal Talktalk previously offered. 

You'll see from previous threads that we have asked for the issue to be escalated. It has caused distress and dismay to several customers posting on here, and the reaction on the forum is only ever the tip of the iceberg. 

It is worth waiting for a response to the escalation [it won't be before Monday] before taking it up with OFCOM. 

The usual channel, if you have a complaint, is to follow the Complaints Process, detailed in the link at the bottom of any Talktalk page, which gives you an idea of the timescale to wait before taking things to CISAS etc.