End of contract

[Chris1012]

Hi,

My current broadband contract ends on the 3-10-2025. I've just logged in to my TalkTalk account and see a message saying 'Thanks for staying with us. Even though you're out of contract, we're freezing your price. No shocks or surprises - just that same great value. The only change you'll see is a price rise in April, in line with your terms and conditions. Simple, fair, and reassuring. It's just our way of saying thanks.'

How can I be 'out of contract' when my contract has over 2 months to run?!

Thanks

Chris

[Philile-TT]

@Chris1012 I can confirm that the contract does indeed end on the 03/10/2025, please disregard that message as it is an error, kindly accept my sincere apologies for the inconvenience.  

[ferguson]

Well, that all makes perfect sense and a good approach on your part. Perhaps you could get in touch and ask for confirmation of your contract end date? I have certainly had renewal offers when contracts are near ending previously,  but not that far in advance.

[Chris1012]

I'm still confused as to why this means I get the account message about being 'out of contract' when I'm clearly still in contract?

TalkTalk has been emailing and phoning me over the past ~month regarding renewing my contract, which seems rather desperate (I know they have financial difficulties). The 'offers' have been fairly average and I have no intention of renewing without first looking at other providers. I've always phoned up the retention team to say I'm leaving at the end of a contract to see what they have to offer, but at present I'm not sure when my contract has/will end due to the very mixed messages!

I never would pay standard pricing at the end of the contract, I'll either negotiate (strongly) with TalkTalk or go elsewhere given all the issues I've had with them. Yes, FTTP would be great, but not available in my area yet.

[ferguson]

Ah OK, there you go. So once your contract ends then it will revert to standard pricing as shown. Best bet still remains to contact customer service directly nearer the time, use the "the thinking of leaving" option when prompted. 

[Chris1012]

Hi @ferguson the contract document doesn't mention 'Fixed Price Plus' anywhere, it does say the following. Why should that mean the contract has ended before the contract end date?

'The monthly price for your broadband plan will increase April each year by the rate of inflation (the Consumer

Price Index rate, published in January each year) plus 3.7%. For example, using 2024's CPI value of 4.0%,

this would mean your monthly price would increase by no more than £2.13.

Once your contract ends, the monthly price for your Fibre 65 broadband plan will revert to £37.56 plus the

value of any increases applied during your contract at the rate of inflation (the Consumer Price Index rate,

published in January each year) plus 3.7%.'

[ferguson]

@Chris1012 

OK, that screenshot makes me more confused! Either way, it is generally best to negotiate any contract renewals if you choose to do so directly with customer services, rather than relying on offers within My Account, or by email. Do you not have the option to upgrade to Full Fibre in your area? 

[Divsec]

Hi Chris a good suggestion from @ferguson remember if you move to another supplier you will likely be using the same cabling and exchange as TT, so unless your dropout issue is router related the issues may well persist.

[ferguson]

@Chris1012 

That is an odd message! Do you perhaps have a Fixed Price Plus contract? Whereby once that expires you will get inflation linked increases each April, rather than the norm of a set amount otherwise. 

[Chris1012]

Hi @Divsec I have no idea what TalkTalk are playing at, my account shows the attached. The contract end date shows 03/10/2025, but says I am out of contract; maybe their system has switched to American date format?! I am 100% certain that the end date is in October (I added it to my calendar when I opened the account). To be honest TalkTalk has been a complete shambles and I had 3 months of daily VDSL dropouts last year and 5 engineer visits, so if I'm 'out of contract' I'm off to another provider!!

 

[Divsec]

Hi @Chris1012 when is a contract not a contract? When Talktalk are involved?

Silly situation to be put in, I'm assuming your account page and any bills you received agree with you about October end date?

I'd be sorely tempted to talk to customer services on 03451720088 and tell them you are thinking of leaving, see what kind of deal you can negotiate. Be very aware of any discounted boosts you have and the balance of their duration.

Your post has been escalated.