Approaching current contract end...some questions...

[aolmum]

Hello

I am aware that despite hearing issues meaning it is difficult for me to negotiate Renewal by telephone (via Loyalty and/or Retentions), help to do so is unavailable on the forum and never as good terms by live chat. However, I am hopeful, at least, for some clarification here re some matters connected with Renewal.

1)  My current 24 month contract ends on 20 April 2025.  I have received a standard email on 24/3/25, advising my package will increase by £1.54 p.m. from 28/4/25. I understand the why as regards the price (ie CPI at 2.5% + 3.7%), but why from 28th rather than 20th?

2)  I believe Ofcom mandates for customers to be sent notification of end of contract date and renewal options between 10 and 40 days before contract ends, and this more usually happens around 30 days before. Bearing in mind my contract is due to end on 20th April 2025, I have not yet received any such by email or post. Will it be sent soon? Oddly, on 22nd November 2024 I received an email advising my contract was due to end soon and offering me a Renewal price of £26 p.m. for 18 maths (increasing by £3 in April (presumably 2025, it didn't say). As this was 5 months ahead of time, I thought it had been sent in error. Can you check why it was sent so early, and could there be some mix up with dates and this be the reason I haven't yet received the expected  End of Contract Renewal Offer within the more usual 30 days or so of 24/4/25? I can see a different Renewal offer in My Account of £32 p.m for 24 months increasing by £3 p.m. in April 2026 (despite it stating the offer includes Fixed Price Plus!), but as this is a different contract length and quite a bit more than the figure in November's email, I am not sure how accurate it is.

Hopefully one of the support team can check my account/relevant dates and clear up any confusion, thanks,  plus possibly arrange for the expected 30 days or so beforehand Renewal Invite/Offer to be emailed to me.

Thanks in anticipation, as ever, for assistance.

PS

As I have seen others reporting recently elsewhere on the forum, I can't access the Dashboard in My Account, as it just results in the constant spinning/buffering symbol.

[Gliwmaeden2]

@aolmum, check the phone availability hours nevertheless, because these will be the same as for text relay.

However, Chat should work equally well, once you get past the bot, and as it's a script you avoid the hearing issues. Keep screenshots either way!

[Divsec]

Hi @aolmum if you do decide to use the text relay option, which seems to be designed to help with hearing and speech difficulties, I would really appreciate to hear how you get on. I think the suggestions from my colleague @Gliwmaeden2 are possibly more suited to other users.

D

[Gliwmaeden2]

@aolmum, the new price kicks in with the date of the bill in April. The increase applies from then.

That's a totally separate issue from your end of contract date, which means that out of contract fees would apply pro rata for the days between the end of contract and the billing date.

You are dealing with two separate issues that happen to occur in the same month.

You're best negotiating a new deal directly through Chat or phoning 03451 720088, so check opening hours in the link that Divsec posted. These deals tend to be better than what's available in emails or in Offers & Upgrades.

[Divsec]

Hi @aolmum sorry for taking a while to get to you, I've found this page

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

And if you scroll quite away down you will find  information about text relay. It seems designed to help.