Fibre 150 re-contract

[Walter460]

Currently on Fibre 150 24 month contract, ends Jan 2026.  151Mbps download, 31Mbps upload & running well.

   I Received an email from talk recently offering a new 24 month contract at £26/month with the usual £3/year increases.  Looked OK so I contacted TalkTalk via the chat link.  Well I left totally confused.  They offered the 24 month re-contract at £26/month with the annual April £3/yearly increases, OK so far. When the contract was emailed to me they offered a download speed range 0f 15.7-28.7Mbps with a minimum guaranteed speed of 12.1Mbps and an upload of 6.6Mbps, I had better speeds on copper 2 years ago before I changed to Fibre 150. When I pointed out the slow speeds on the new Fibre 150 contract document Sara tried to upsell Fibre 500 at £30/month with a download speed 517-526Mbps with a minimum guaranteed speed of 440Mbps, and an upload of 73Mbps.

  When I checked my existing contract details on line I was horrified to find that the Contract Summary document had been altered without my agreement to the lower speeds of 15.7-28.7Mbps with a minimum guaranteed speed of 12.1Mbps and an upload of 6.6Mbps dated 14th November 23 this is not what's stated on the original contract I had signed on 14th November 23 which was 151-153Mbps upload with a minimum guaranteed speed of 120Mbps and an upload of 30Mbps. I cannot alter the terms of an running contract so why do TalkTalk think they have the authority to rewrite the terms without mutual consent.

  Anyway to get back to the chat bot I asked  Sara why the speeds had been lowered and was passed to Promise an expert. I asked a further 2 times and the question was avoided, just trying to upsell the Fibre 500. I gave up in the end.  The best I could get was for me to contact the technical department to do a line test before the bot terminated the chat, my EERO displays a speed of 151Mbps   I have a full copy of the transcript if anyone is interested.

  I was sent 2 contracts one for Fibre 150 at the reduced speeds and one for Fibre 500.  As far as I am concerned I agreed to neither but no real way to be sure.  I will only end up talking to an unhelpful bot again or someone in some far off land who speaks English but doesn't understand it. At present my account still shows my existing contract in force to Jan 26 but the contract document has been tampered with.

  Not sure if I want to renew with TalkTalk now and considering sending the altered contract documentation to Ofcom. Oh and then I was passed to the satisfaction survey bot, well you can only imagine  the sore & feedback left.

  Any one had similar experiences renewing a contract.

  Can anyone offer advice on how to move forward or should I just leave at the end of contract?

[sabelo-TT]

@Walter460, thank you for informing that this has now been resolved. 🙂 

[Walter460]

  Well now before I contacted the TalkTalk Loyalty Team, I logged into my account the next day and lo & behold there was the same offer for a Fibre 150 24 month re-contract at 150-153Mbps upload with a minimum guaranteed speed of 120Mbps and an upload of 23Mbps. I checked the paperwork and yes all was stated ok.  In all it took around 10 minutes to sort. The new contract is now running and the speeds are as before 151Mbps download and 31Mbps upload at last check. If the link had been there the previous day I would have saved a few hours of frustration with Sara & Promise.

  I don't understand why this couldn't have been sorted the previous day with Sara & Promise, I repeatedly queried the speeds being offered and they continually ignored the question and didn't give any answer, only for me to contact technical support.  This was never a technical problem my line is capable of carrying the data speeds required.  Who in their right mind would sign up to a Fibre 150 contract at the ridiculously low speeds they were offering?

  I know from previous experiences that if you cannot sort a problem yourself or find someone here on the community to help there's little point directly contacting TalkTalk as you'll only get the run-around.

 I am very disappointed with the service from TalkTalk and the loyalty team, I suggest someone within the team takes a look at the transcript and implements a solution.

 Sorry for the moan & thanks for your follow up Gliwmaeden2.

[Gliwmaeden2]

@Walter460, did you manage to get this resolved?

[Gliwmaeden2]

You are best speaking to the Loyalty team during the day on 03451 720088 [9am - 7pm], @Walter460.

[Walter460]

Thanks for your reply.  Have you any customer services contact details where I will be talking to a person who can resolve the problem?

[ferguson]

I would get back to customer services directly, the support team here cannot deal with contract renewals.