Confirmation of Contract upgrade agreement

[benny55]

This is one for the TalkTalk staff when they return on Monday.

On Friday 8th November I agreed an upgrade to my current contract via the loyalty team. I was offered a 'Promotional deal' with a discount being applied to the standard rate for my new service, this to cover the duration of the contract (24 months). The agent stated that he was unable to apply the discount beyond the first six months, however, if I called within 30 days of the expiry of the initial 6 months period this would then be extended by a further 6 months and so on for the duration of the contract.

I have now had an opportunity to read through all the contact documents I have received and there is no reference to the above arrangement.

For the removal of any doubt and while I’m within the contract ‘cooling off’ period could someone please confirm that my account notes reflect the above arrangement.

I feel it’s better to have clarity now rather than debate/conflict in 6 months’ time.

Thanks, Benny.

[aolmum]

@benny55 it would be of interest to hear from you how things panned out. Did you eventually manage to get the next 6 months discount applied? Were there any other issues caused by the timings?

[Gliwmaeden2]

@benny55, your original post suggests that it can be reapplied up to 30 days after the expiry date of the original offer.

That date was 11th May.

No surprise that it couldn't be applied on the 2nd.

You could try using Chat on 11th May - it's open on Sundays. 

[ferguson]

Well of course you are being charged at the higher rate, but only from 11 May. When the new discount is applied there will be a pro-rata credit on your next bill. 

[benny55]

Well, this arrangement hasn’t exactly gone to plan!!!

I contacted the team on the 2nd May as my billing period starts on the 4th only to told that the discount extension could only be applied on the 11th. When I pointed out that that was a Sunday, when the department is not manned, I was told to call on the 12th.

Then my new bill arrived on the 5th and guess what I’m now being charged at the higher rate.

Contacted the Loyalty team again on the 5th and over 40 minutes later where once again I had to constantly repeat the terms of the agreement I entered into on the 8th November 2024.  Eventually, I was advised that my current bill would be adjusted but the ongoing discount could not be applied at this point and I now have to call again on the 12th May. What a shambles.

The moral of the story for others contemplating entering a similar agreement, be prepared for lots of phone calls and all the associated grief.

[Arne-TalkTalk]

No problem.

[benny55]

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@Arne-TalkTalk wrote:

Hi benny55

The ATA will be on its way. 

Regards

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HI @Arne-TalkTalk

Once again thank you for your prompt response.

Regards, Benny.

[Arne-TalkTalk]

Hi benny55

The ATA will be on its way. 

Regards

[benny55]

Hi @Arne-TalkTalk 

Thank you so much for clarifying that issue.

Incidentally, the upgrade (Fibre + VoIP) has already been implemented ahead of the planned date and while an Eero has already been delivered I have not, as yet, had the ATA.

Is there one in the pipeline?

Regards, Benny.

[Arne-TalkTalk]

HI @benny55 

The standard renewal documents dont include any individual deals made, there is a half price discount for 6 months showing on the your account, which according to the notes on your account will need to be renewed at a later date (11.05.25)

When that date arrives the loyalty team will be able to re-apply it as per the notes. 

Regards