Contract Renewal - Administration Fee?

[LaurenceD]

Hello,

I just renewed my contract (Fibre 65) earlier this week following a discussion via chat about a slightly different topic. (I was interested in Full Fibre but it is not yet available in my street it seems and I wanted to check what would happen if I renewed my existing Fibre 65 contract and Full Fibre became available in the meantime) 

My new (Fibre 65) contract is for 24 months, Fixed priced with an initial 3 months discount (the saved chat details reflect this accurately). The contract documents I believe also confirm what was agreed. I am however surprised that an administration fee of £30 seems to have been added as It was never discussed during the chat and was not mentioned in the contract documents I checked.

Would you please be so kind to check what happened here. I want to make sure there is no misunderstanding. 

Many thanks

Laurence

[Thabile-TT]

You are most welcome. 

[LaurenceD]

Thank you Thabile,

Much appreciated. I can see the adjustment on my account, this is very good pro-active customer service. Well done.

Kind Regards

Laurence

[Thabile-TT]

I have reviewwed your account and can confirm that, based on the documentation from 2-Mar-2026, it was noted that you would not incur any administrative fees. Furthermore, I have discussed this matter with my superior, and it has been agreed that I will apply a credit of 30 pounds to your account to cover this charge.  The credit will take up to 24hrs to reflect on my account. 

[Thabile-TT]

Thanks @Gliwmaeden2 for the support.

[Gliwmaeden2]

@LaurenceD, check whether your billing history shows a credit, as it is sometimes done this way to offset charges that appear by default in the actual bill.

[Thabile-TT]

Hi there @LaurenceD I will be able to assist you, I just need a few moments to review your account.

[LaurenceD]

Hello Mandisa,

Thank you.

Just to confirm that my bill has now been issued and shows the £30 contract admin fee. Could you kindly look at this matter for me now that it is visible on my account.

In the circumstances explained previously, I do not believe a contract admin fee should have been applied;  I went on line to talk to an agent after receiving a renewal offer from TalkTalk via email and at no stage during the discussion (when the agent made me an alternative offer that I opted to accept) was a contract admin fee discussed so it came as a surprise when I received confirmation (by email and postal mail) that the new contract had been setup and an admin fee applied.  

To avoid billing disruption I am happy to pay the existing bill as it is whilst the matter is being looked into further. It is not a big amount and more a matter of principle & understanding in this instance.

Kind Regards

Laurence

[Mandisa-TT]

Hi @LaurenceD,

Thanks for the update.
 

I’ve checked your account again and can confirm that the contract administration fee has not yet been applied. There are notes on your account advising that you should get back in touch with us if the charge does appear on your next bill so we can review it for you.
 

Once your next bill is generated, please contact and we’ll be happy to take another look and help get this resolved.

[Mandisa-TT]

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

[ferguson]

Cool, keep on it. 🙂

[LaurenceD]

Hi. Thank you for the reply Ferguson.

I did contact them again as per your suggestion (After fighting with the chatbot to allow me to talk to a human being!) but they could not see the charge on my account and I was unsuccessful at uploading the documents received (one received by postal mail and one via email) via chat so they could not look at them. 

The agent commented:"No problem! Rest assured, you will not be charged with any contract administration fee. If you see any charges, kindly contact us and we will sort that charge for you."

So it seems that I have to wait until the next billing cycle and see what happens then. 🙂

Kind Regards

Laurence

[nambuso-TT]

Hi there @ferguson. thanks for advising.

[ferguson]

You have a cooling off period within which you can cancel the new contract. I imagine if you contact the loyalty team again and point that out they may well show some flexibility on this fee.  

[LaurenceD]

Thank you for the prompt reply Phili,

Appreciated.
Happy to make contact again when my next bill is due. I would however like to point out 2 things for the records:

1) TalkTalk had sent me a renewal offer on February 3rd via email, 

2) I contacted an agent via chat on the 24th February to clarify a few points before deciding on renewal, at no point during the discussion was there any mention that there would be an “early admin fee” for renewing.

Kind Regards

Laurence

[Philile-TT]

@LaurenceD I have looked into your account and can confirm that the contract admin fee will be added into your next bill due to that the renewal was done whilst you were still in commitment and you previously had an 18-month contract and you were 14 months within the contract hence you were charged the contract admin fees. You are not charged the admin fee if you have 90 days or lower left in commitment. Can I ask that when the bill comes out next month you contact back to discuss the charges. 

[Philile-TT]

@LaurenceD Hi there, I will look into your account and advise further.