Cost of upgrades vs new customer deals

[welshie1701]

Does anyone have any idea why the cost of upgrades on MyTalkTalk is so much higher than for new customers?

I've  been considering an upgrade to 900mbps fibre now that it's available in my area. The upgrade price is £54, but new customers get it for £39 - doesn't seem very fair to loyal customers!

[welshie1701]

Thanks very much for this info - I'll definitely bear this in mind when I come to upgrade!

[Arne-TalkTalk]

Hi @welshie1701

Something we have to make you aware of

You are currently on our Gfast service, and at the moment its not possible to upgrade directly to an FTTP service without a cease and re-provide meaning there will be a loss of service potentially 10 days while the new order is placed and processed. 

Sorry.

[welshie1701]

Thanks for the replies everyone.

I am mid-contract so perhaps that's it. I will definitely bear this in mind when my contract runs out though.

[ferguson]

@Gliwmaeden2 

Customer is looking at upgrade and that is how my advice was intended. Apologies if you saw it otherwise. 

[Gliwmaeden2]

@welshie1701, if you are within 90 days of the end of your contract, there should be no renewal fee.

That's not the same as an upgrade fee which they might just try to apply. 

Make sure that they tell you any contract change / admin fee  / set up fee has been waived, so that you can quote that back if need be later.

Take a look at "one-off fees" etc here:

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

[ferguson]

@welshie1701 

Do also bear in mind that if you are still in contract on your current package that this may hinder you in discussions, what with potential upgrade fees and suchlike. If you are out of contract however there is nothing to prevent you from insisting on the deal available to new customers. 

[Gliwmaeden2]

Just don't use offers / upgrades in My Account or one click renewal deals via email. 

Always phone or use Chat to argue your case, @welshie1701.

Phone lines open from 9am Monday, 03451 720088.

Chat available 9am - 6pm Sunday. 

Forum staff can't intervene to fix deals.