Fibre 150 Contract renewal

[AndyNTurner]

I have tried on 5 occasions to renew my Fibre 150 contract (3 x on online chat & 2 x by phone) and each time it has been set up, contract emails received and within 24 hours rejected without any notification from TalkTalk.

The background to my contract is that I was a TalkTalk Full Fibre TRIAL customer for about 2 years (paying for Fibre45 but actually getting Fibre150 on FTTP) before moving onto an Fibre150 contract 18 months ago.

My last attempt to sort out my contract renewal on a phone call, I ended up speaking to 3 people in the call, the last of which could only set up the contract renewal on an 18 months basis despite TalkTalk having emailed me an offer of a 24 month contract at £29.95.

Has anyone else had a similar experience and how did you get it resolved?

Just been on a call, the suggestion now is that TalkTalk need to cancel my existing contract and set me up as a new customer..... Now awaiting a call from the sales team. Not holding my breath on though.

As expected nobody called me back. I have now decided to let my broadband just go out of contract and look at a new contract in March 2024.

[B4449##]

It happened to me too but, here's the thing, they have to fulfill that contract wether it was rejected or not. Don't leave by making it too easy for them

[joemardo1]

I had a somewhat similar problem with TT after being on a Trial as well, TT were unable to upgrade me to Fibre 150 from 110mbits Trial package, spent many many frustrating hours going through the whole rigmarole, on the Community here, phone calls etc, eventually had to go to BT (getting 500 down for £35.45 a month)

I was eventually told by TT told that my old package would have to  be cancelled and a new one set up.

It does seem that TT had somehow being unable to access details of trial and therefore couldn't upgrade me to F150.

Many hours of heartache later decided enough was enough, no option but to leave, complained to CISAS and got £100 compensation.

I have to say this was one of the worst and frustrating customer service disasters I have ever to endure, I am replying to you because you have asked whether anyone else has a similar problem, so I hope you get to see my reply.

[Arne-TalkTalk]

HI AndyNTurner

I can see that there is now an open complaint. 

Let us know how it goes.

[Gliwmaeden2]

I think there has been a similar case this year, @AndyNTurner, but no, I can't remember what happened!

I'll move this to the billing section of the forum, as this is to do with the complexity of contracts rather than a problem with the Fibre service itself.