Fibre 150 price increase

[levineg1]

Hi everyone, I wanted to share a frustrating experience with TalkTalk's pricing and see if anyone else has fixed this.

I’m currently being charged £27 (going up to £30) for Fibre 150, even though the same package is advertised for £24 with a price freeze until 2027.

When I called the loyalty team, they claimed I can't have the £24 deal because my account is categorized as "Digital Voice," while the new offer is "data only." I don't even use the phone service! Their only "solution" was for me to cancel my account and start a new one.

It’s ridiculous to use a "technical limitation" in their billing software to justify a 25% price hike for existing customers. I've sent a formal complaint demanding they manually override the system, remove the unused Digital Voice service, and match the advertised price.

Has anyone successfully managed to get TalkTalk to override these technicalities without having to actually cancel and rejoin? If they don't resolve it, I'll be escalating this to the Ombudsman (CEDR).

[Philile-TT]

Thanks for advising @Gliwmaeden2.

[Gliwmaeden2]

@levineg1, Talktalk's complaint procedure is detailed here:

https://help-centre.talktalk.co.uk/Manage_account/Make_a_complaint/Raising_a_complaint

You'd need your deadlock letter to come from the CEO's office, as your case cannot otherwise be investigated by CISAS if it's less than 8 weeks old:

 Other timescales apply too in the detail of the Complaints Procedure, before you can be issued with a deadlock letter.

[levineg1]

I formally reject this response. Citing my "commitment until 2026" does not justify using an artificial technical barrier to deny me the advertised £24 rate.

1. Breach of Transparency (Section 9.2): Under Section 9.2 of your Terms and Conditions, TalkTalk reserves the right to increase prices annually (CPI + 3.7% or a flat £3/£4 fee). However, this same section implies a requirement for pricing transparency. By forcing me to remain on a "Digital Voice" bundle I do not use, you are effectively applying a loyalty penalty that contradicts Ofcom’s Fairness for Customers principles.

2. Artificial Technical Barriers: Suggesting I must pay "contract breakage fees" to switch to a "data-only" version of the exact same Fibre 150 service is an unreasonable administrative burden. There is no physical difference in the line; this is a self-imposed billing limitation.

If you cannot manually align my account to the £24 rate with the 2027 Price Freeze, please provide a Deadlock Letter immediately. I will be escalating this to the Communications Ombudsman (CEDR) to challenge the fairness of your "new line" policy for existing customers.

[levineg1]

Thank you for your response. I formally reject this explanation.

Your response confirms that TalkTalk is knowingly charging an existing customer £30 for a service currently marketed at £24. Citing my "commitment until 2026" does not justify the artificial technical barrier preventing me from moving to a data-only plan.

1. Loyalty Penalty: Suggesting I must pay "contract breakage fees" and install a "new line" just to remove an unused service (Digital Voice) is an indefensible administrative burden designed to overcharge loyal customers.

2. Ofcom Fairness: Under Ofcom’s Fairness for Customers principles, providers should not make it unnecessarily difficult to access better deals—especially when the core service (Fibre 150) is identical.

If you cannot manually override this "Digital Voice" categorization and align my rate to the advertised £24 with the 2027 Price Freeze, please issue a Deadlock Letter immediately.

I am prepared to escalate this to the Communications Ombudsman (CEDR) to review your transparency and "loyalty penalty" practices. I await your final response within 5 working days.

[Philile-TT]

@levineg1 the notes from the agent that assisted you with the renewal has a copy and paste not from the terms and conditions sent out before you agree to the deal that you will be affected by the price rise. Please check your private message I have sent you steps of lodging a formal complaint. There are deals for existing customers also remember offers are tailor made, and also if you were to renew you will be charged admin fees since you are in commitment. 

[levineg1]

Hello Philip I was specifically told at the time of taking out this contract I would not have any price increase for the full 18 months. 

Now I’m simply asking to re contract at the lower price as advertised online and now I’m being told not possible.

Why is there no loyalty for existing customers? I don’t think it’s fair that I have to pay £30 where as a new customer pays £24. Please treat this as a complaint 

[Philile-TT]

@levineg1 We're sorry to hear you wish to go to Ofcom, they do have some information on their website around the recent price increases.  They state that we would need to specify this in our contract which we do in section 9.2 and that we should give notice 30 days before, which we have.  They also talk about the importance of re-investing into the network to make sure we accommodate the increased capacity and data use.

Please also check your private messages. 

[Philile-TT]

@levineg1 Hi there, I was looking into your account and have noticed that you will be affected by the price increase because you are currently in commitment and in a variable contract, please be advised that this was previously communicated as it is also on your terms and conditions. The offer that you are referring to is a new offer for new customers willing to take up a contract with TalkTalk, you are already in commitment till 09/09/2026. As you had been advised by the loyalty department the deal you are looking to take up is a new line deal should you wish to continue you would have to cancel your contract (contract breakage fees will be applicable) and then you can be able to sign up for the new line deal. 

[levineg1]

How do I speak to a uk based adviser 

[levineg1]

Case id 1327473