Extension of Contract After House Move

[Wellspokengent]

Hi,

In the last two years we've moved property twice and we were expecting our broadband contract to end in January this year, but it seems the act of moving has reset our contract even though we're on a lower speed internet with no change to the package since we moved last August. Please could you look to investigate this?

Thanks,

Charles

[Wellspokengent]

Ah, but (and I've just trialled this) when you actually go through the move, the £60 fee is automatically waived with no indication of a new contract being the result of this. I can see no way in which to reject this so they are making an assumption on my behalf that I wish to start a new contract. That in no way is made clear when you go through the home move process - in fact it looks like a goodwill waiver for being a loyal customer, instead Talktalk are unfairly automatically assuming you will accept a new contract.

[Gliwmaeden2]

However, the Home Move guidelines page does spell out the details, @Wellspokengent, and if you have moved twice in the past two years, surely you had time to take a closer look?

The £60.00 is only waived when you take out the new contract each time, so, of course it's a sweetener, but it has consequences. 

Each time you would be sent contract details, and your billing in My Account always shows when the current contract ends.

You do need to open up these emails that are sent when a contract is renewed and also dip into My Account properly now and then to check what is going on. Bottom line is "buyer beware".

[Wellspokengent]

Thanks but I stand by the fact that this was not clear during the process itself. The One Off charge page make no reference to a new contract being required if you waive this.

[Gliwmaeden2]

@Wellspokengent, it's important to read the information articles in these situations  - too easy to dive straight in and miss something important. 

 

Another information page that mentions it (you can find these via the forum search engine) has it under one off fees:

 

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

[Wellspokengent]

Hi Arne, in no way is that ever made clear when doing a home move. I was never asked once if I wanted to pay a £60 home move fee to prevent the start of a new contract.

[Arne-TalkTalk]

So if you chose not to pay the £60 fee to continue on with the contract end date then a new contract is started. 

[Wellspokengent]

Hi Arne, it was done through the TalkTalk website homemove service. I didn't receive any additional hardware and actually have dropped down on my connection speed through each move as we've gone to areas where the max available speed was lower.

Thanks,

Charles

[Arne-TalkTalk]

How did you place the homemove ? 

[Gliwmaeden2]

By taking out the new contract you avoid paying the £60 home move fee, @Wellspokengent.

In some cases the fee would work out the cheaper option rather than worrying about the timing / amount of the new contract.

Lots of maths, and sometimes you just won't know which is the better choice due to unforeseen circumstances etc.

[Wellspokengent]

What I struggle with is the fact that you can't change supplier during a house move without paying a penalty and then get tied into a new contract. It means I've effectively been locked into a contract that is 48+ months.

[fr8ys]

Hi,

Moving home creates a new contract each time.

Your emails at the time of moving should have stated this as does the website when you enter details of the new property.

My contract price increased at the change over and told me the period length as well.

Your contract end date will be shown in My Account.