Being charged for two contracts

[Peakeen]

Having been out of contract on Fast Broadband for a while, paying about £46 per month, I spoke to the loyalty team was offered a 24 month contract at £28. We discussed upgrade options, and I opted for Fibre 500 at £30.

In my latest bill, at the end of July, I was shocked to be charged for two months Fibre 500 plus one month at my old out-of-contract rate. I surely should have been refunded one month of my old rate.

Please confirm this is an overcharge, and that I am due a refund of about £92.

[Peakeen]

No. Earlier this year I was offered the option of keeping the copper landline at £12 per month (e.g. if needed for special equipment) or moving to digital voice via broadband, retaining my landline number at no extra cost. I chose the latter.

Some time later I was told that digital voice was delayed - no explanation - but I'd retain the copper landline until then at no extra charge - "copper leave behind".

At that time I was out of contract. In June I took out a contract and upgraded to Fibre 500, but only having had it expressly confirmed that everything else would remain the same - with specific reference to the copper leave behind service.

If there's a mix up, it's down to TalkTalk.

[siphosethu-TT]

I'm not sure if it's offered to new customers but we actually downgrading the landline service for some of our MPF Leave Behind / Tech Migration customers. this only has impact on customers data only line that they’re using for their internet connection. This change only impacts their original line that we provide their phone service via. Customers are put on the same, or lower, price and the same contract term. This means it won’t have any impact on customer’s price or contract. Thanks

[Gliwmaeden2]

@Peakeen if you end up setting up a contract afresh using VOIP, even that comes with a monthly charge now, as well as the usual charge for calls / boost.

[Gliwmaeden2]

@Peakeen, since earlier this year, copper leave behind has been charged at £12.00 a month.

So that is maybe complicating the matter. The old service may simply have been left in place because you wanted the use of the landline, rather than VOIP.

I don't think "copper leave behind" is given as an option on newer contracts ... and you'd need to have selected VOIP at the same time as ordering your Fibre500.

So a very big mess, I'm afraid. Hopefully @siphosethu-TT can check these aspects for you and clarify the situation. 

@Peakeen further confusion may also arise as your first post mentions Fast Broadband, but post 4 says you'd had Fibre65. These are not the same things at all, as Fast Broadband has no fibre element whatsoever and is all copper, ADSL. FIBRE65 would have been Fibre to the Cabinet, copper from there to the house. Both automatically included the landline. 

[siphosethu-TT]

Hi there @Peakeen, I'll just have this looked into for you please bare with me will I investigate this for you. Thanks

[Peakeen]

I have just received my October bill. This issue has still not been resolved.

I am still being charged the out-of-contract amount of £45.60 per month for "landline services".

In fact I am in contract for Fibre 500 so you are overcharging by about £15 per month.

The landline is active under your copper leave behind service, so I pay for calls but I do not pay for the landline.

It is now over four months since I brought this to your attention. Can somebody please take responsibility for sorting it out? If not yourself then please escalate to someone who can.

Thanks in advance.

[sabelo-TT]

@Peakeen, I have just shared over a private message to you as the information I have gathered from my investigation contains private and sensitive information on your account. Kindly check on your community inbox for the message. 🙂 

[Peakeen]

Hi Sabelo

Thanks for picking this up.

In case you're unaware, I had a long telephone discussion with your colleague Roman (loyalty team?) after last month's post and he made an effort to sort things out in your system. Hopefully you have access to his feedback.

Regards 

Peakeen

[sabelo-TT]

@Peakeen, thank you for this as I will look into this matter for you. 

[Peakeen]

Hi Kanya

You'll recall that you and Roman looked into this for me last month.

In summary I switched from being out of contract on Fibre 65 at £45.60 to a 24 month contract on Fibre 500 at £30 at the end of June.

In my first bill at the end of July it looks as though I was charged 2×Fibre 500 plus one month Fibre 65 when I should have received a refund of one month Fibre 65 paid in advance. I was therefore overcharged by 2×Fibre 65 = £91.20

I have recently received August's bill showing that I am £39.64 in credit, having received a credit note for £73.62

This is welcome, of course, and I appreciate the efforts made by yourself and Roman on my behalf. However I don't think the matter is fully resolved. Firstly the monthly charge is still showing as £45.60, and secondly the dashboard in My Account is still asking me to renew my broadband contract at £28 per month.

Your system does not know (1) that I am now on contract and (2) I have switched to Fibre 500.

Can I ask you again to look into this with a view to (1) refunding the remaining overcharge from July's bill and (2) setting up My Account to correctly reflect my contract status.

Please let me know if you require any more information from me, and thanks in advance for your assistance.

Regards

Peakeen (Bryan)

[Peakeen]

Hi @kanya-TT 

Thanks for looking in to this for me. Please let me know if you require any more info from me. I'd like to get it resolved before my next bill arrives!

Cheers

Peakeen 

[kanya-TT]

Hey there, @Peakeen. Let me investigate this for you. 

Kanya