Contract Renewal Nightmare

[humpy301]

Well, I can only surmise that TalkTalk have a secrete ploy not to renew a person’s contract, but instead drive them to despair and put them on a higher tariff.

First, got a letter informing me my contract was coming to an end and gave me three choices of contract I could select. I decided to login to my TalkTalk account renew it online, at this point all seemed to through

Waited a few day’s expecting a letter confirming me of my renewal. No letter came so checked on my TalkTalk account which informed me the ‘renewal was being processed’. Waited a few day’s same story.

Then the fun started, spoke to a lady on the telephone, explained my position and told ring back in five day’s. So I followed her instructions, spoke to another lady and she said they were having problem’s sending out new routers, when it comes ring back (five day’s passed). Phoned again and another lady said the ‘system is stuck’ ring back in five day’s. Here we go again, spoke to a chap in the ‘loyalty department’ (been with TalkTalk nearly 20 years starting when it was Pipex) he worked on his computer said the ‘system is stuck’ will have to downgrade my account, then sent email’s to me and that he would telephone me back in five day’s when the system is clear. Guess what, no phone call back. I phoned yet again and spoke to another chap who said yes the ‘system is stuck’ and he could see the whole sorry history on his computer. This conversation ended with him saying ‘he would ring me back in two day’s to inform me of any progress, if none he’ll ring in five day’s. So, no phone call today (Monday 12th Oct) so will wait till (Friday - 17th Oct).

So, at this point I am at week five, out of contract, and do not know if there will be a conclusion. I suffer from the after-effects of a stroke and find it difficult to use a telephone (they have this information on their system, I also have Careline and need a telephone.

I do appreciate computer systems have blips sometimes, but long blips that affect customer confidence are not acceptable.

[amahle-TT]

Hi there, yes, your contract has been renewed. I have checked on my end and there was a duplicate hence why it was cancelled.

Regarding speeds your contract start date is 17/10/2025 and your contract end date is on the 16/10/2027, should you receive any equipment you need please post it back to us, thanks.

[humpy301]

Hello,

Can I confirm that my renewal request is now registered in your system and is now functional.

It is a bit confusing, after speaking with the agent yesterday to discuss my renewal package, that I received three emails at the same time,

Two showing the details of the new package,

One which says ‘we are cancelling your recent TalkTalk order’

And ‘You may get a Welcome Pack in the post’ with ‘ If we've already posted your new equipment and we're able to reuse it post it back’.

I checked my internet speed this morning and it is at 63Mbps (which is OK). I’m not sure of the costing since my bill has not been issued yet. Also the contract ends 10/27.

So far, all seems OK, I needed to check my account after all the trouble I’ve had renewing my contract. Also, please do not send to me a new router you have already.

[amahle-TT]

we are sorry for this; an agent will follow up with your case once the order is released. please bear with us thanks.

[humpy301]

Just to add a some more detail, I first got a letter and similar email – 03/09/2025 stating the following,

As your Fibre 65 contract, which includes broadband and line rental, priced £32.03 per month, ends on 13 October 2025, we’d like to present your options. You also have boost discounts ending soon which are detailed below. As part of our commitment to Fairer Broadband for all our customers, we’ve highlighted these potential next steps for you below, along with instructions on how you can take out these offers should you wish.

The third option available for you is to move onto a new, matching Fibre 65 contract for £27.00 per month for another 24 months, with this plan, you can enjoy average download speeds of 67Mb/s. Your monthly price will rise each April by £3. Moving to £30 from April 2026 and £33 from April 2027.

Some or all of your boost discounts are also due to end. Your Unlimited UK Calls Boost £7.50 discount is due to end on 13/10/25 which will then cost £14.00 per month.

I opted for this third option and wanted to discuss both the Unlimited UK Calls and a loyalty bonus.

Two weeks ago, I received a new router that I did not ask for and do not need. Today, I received an email informing me ‘Your TV service is live’, again I did not ask for this and do not need.

I do hope we can discuss all the above issues sometime this week.

[amahle-TT]

Thank you for confirming. I've reviewed the account and found that an agent will follow up with your case once the order is released. Additionally, they have also promised you a loyalty discount after the order is cleared, thanks.

[humpy301]

Hi there amahle-TT,

Yes all is working ok here.

When will I be able to discuss my renewal contract with added loyalty, with who and when. Thanks

[amahle-TT]

Hi there @humpy301, we are sorry to hear this. I have checked on my end it sems like the order is stuck, an escalation was raised on the 11th, and it may take 3- 5 working days for the back office to resolve the issue. Please confirm if your services are working at the moment, thanks.