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Contract renewal stated TV would be 0.00, now being charged 5.00

Mister B
Popular Poster
Private Message TalkTalk

on ‎31-07-2025 03:26 PM

Message 6 of 6

Hi, I renewed my contract to fibre 35 on the 29th July, The contract documents I downloaded and agreed to stated TalkTalk TV would cost 0.00. I Have just logged into my account to see if the renewal is complete and it is stating it is charging me 5.00 a month. I did not agree to this as it was stated in the documents, I would like the charge removing as per the contract.

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5 REPLIES 5

Mandisa-TT
Support Team
Staff
Private Message
In response to Mister B

‎07-08-2025 02:33 PM - edited ‎07-08-2025 03:54 PM

Message 1 of 6

Hi @Mister B I have reviewed your account and can confirm that no changes have been made. You spoke with an agent on the 31st after my suggestion, and they assured you that the issue had been resolved. I sincerely apologize for the inconvenience this has caused. I have escalated the matter to my manager, and the TV charge has now been removed for you. You will be getting an email confirming this. Please refresh your myaccount and check if the charge is no longer visible; however, please note that it may take up to 24 hours for the changes to reflect in your myaccount.

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Mandisa-TT
Support Team
Staff
Private Message
In response to Mister B

on ‎07-08-2025 01:50 PM

Message 2 of 6

Not a problem @Mister B I will check this for you.

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Mister B
Popular Poster
Private Message TalkTalk
In response to Mandisa-TT

on ‎07-08-2025 01:49 PM

Message 3 of 6

Hi @Mandisa-TT,

 

I contacted the team through chat and they said that they had removed the charge, however logging into my account today and the charge is still showing, would you be able to confirm if the charge has been removed?

 

Kind regards.

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Mandisa-TT
Support Team
Staff
Private Message

on ‎31-07-2025 03:37 PM

Message 4 of 6

@Mister B I have reviewed your account and can confirm that you received your contract on July 30, 2025. The TV charge was supposed to be removed upon the renewal of your account; however, it currently shows that TalkTalk TV is being billed at £5.00 per month. I recommend contacting our Better Value Team, as they will be able to assist you in removing this for you. To ensure you are not billed for it. I sincerely apologize for any inconvenience this may have caused.

Here is the number to our customer service department 03451720088 who will be able to assist you moving forward, you can contact them between the times Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

Another option is to use the below link to chat to our live chat advisors who are always ready to assist with your issue.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

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Mandisa-TT
Support Team
Staff
Private Message

on ‎31-07-2025 03:27 PM

Message 5 of 6

Hi @Mister B I will look into this for you.

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