Contract renewal reminder - in error?

[MikeSTech]

Hello,

On 07/8/2025 last week I was very surprised to receive an email from TalkTalk, subject "Your TalkTalk broadband contract is ending soon", which seems far too early as it simply isn't the case because it doesn't end until 19/01/2026 - that's in 5-and-a-half months time!

Furthermore, the email didn't specifically state my contract end date, just mentioning vaguely "Your contract's nearly up", so it seems like a mis-targeted general communication - except that it was addressed to me personally by name ...

Please confirm that this was sent to me in error, or otherwise explain what's going on here.

Thanks for your help.

[Mandisa-TT]

Hi @grandude To get help, you must start your own thread. To create your own thread, go to the main page for the board in question & click the "Start a topic" button.

[grandude]

I have also received a similar email which is over 5 months ahead of my contract expiry. Even more frustrating is that when I click on the "chat now" link, it simply takes me to the Help and Support page where there is no mention of chatting to anyone.

Annoying indeed.

[Gliwmaeden2]

If it's for information purposes only, why are customers then chased with a follow up text, @siphosethu-TT?

No, this is more like pestering  - of course, it just might be a better deal now than they could get 4 months down the line, but usually the details of offers take a good chunk of people's time to sort out- possibly not something they wanted to spend time doing right now?

The main annoyance, I suspect,  is the sudden unannounced policy change, which nobody has so far given us a clear answer to.

There was a tendency for Talktalk to offer upgrades to Full Fibre when it suited Talktalk's timing in the past - otherwise upgrades usually came with an installation fee.

Previously the renewal offers actually came within 3 months of the end of a contract. 4 months was already a very recent new thing. 6 months was previously unheard of. 

So can we now renew / upgrade almost any time without fear of an admin charge? 

Would it be possible to find out clearly when the below admin charges would actually be applied in the case of renewals as the period in which one can change contract suddenly appears to have become such a moveable feast?

 

http://community.talktalk.co.uk/pricing#oneoff

[siphosethu-TT]

I do agree with that, but please understand it's to only make customers aware and start getting ready to make arrangements and looking at offers. I think it also gives you time to start looking at whether you want to recontract or upgrade, with sufficient time.

[Gliwmaeden2]

@MikeSTech, I have already highlighted yours and several other similar cases to our forum manager for feedback about this unannounced new "policy".

No response so far, but I agree, it comes at what can be an inconvenient time for many customers, and was totally unexpected, given the remaining time that was supposed to still be left on your so-called "minimum term ".

Locking you into a further contract this early can only be presumed to be convenient for Talktalk. 

[MikeSTech]

Hi there siphosethu-TT, thanks for your reply.

Well I have to say I think even 4 months ahead is far too long, 30 days would be fine as per standard practice, but this was 5-and-a-half months ahead!

As you say , here should be nothing to worry about here, but ... this type of message just makes one think something is wrong, especially as I then had an over-frantic chasing text message yesterday "Hi, we recently sent you important information regarding your current broadband plan.  If you haven't had a chance to review it yet, please check the recent email we sent you to ensure you're up to date".  Well, obviously I had reviewed it at the time and thought, "OK nothing to be seen here for now, ignore" then came the text a week later telling me nothing new, but making me wonder what TT is worrying about.

Please feed back my views on this to the appropriate teams - thank you.

[siphosethu-TT]

Hi there @MikeSTech, it was no error but just a reminder in advance. What's happening is that comms are sent out 4 months before your contract ends, this is not happening to you only but all customers. You shouldn't have to worry about though. Thanks