Fibre 65 Renewal - Discount Possible?

[Cluster-Lizard]

Today I received an email from TalkTalk informing me that my existing Fibre 65 (which I'm happy with as is) contract will be ending soon and offering me another 24 month one with a simple renewal process. I was 'surprised' to see the 'simple' renewal process in My Account actually offers me a more expensive option.

The problem I have is that the new contract invloves two price rises additionally to the new contract's increased monthly start cost: £25.00.

During the 24 month period of the contract that will go up by £3.00/month in April 2026 and by another £3.00/month in April 2027. This practice of putting up the prices every April, irrespective of ................almost anything, needs to be challenged.

If the 24 month contract biiling was treated as a proper two year contract with an agreed £3.00/month increase at the end of the first year ie. in my case August 2026 I probably wouldn't be questioning it. I'd be paying, if my maths is correct, £24.00 less over exactly the same period (12 x £25 + 12 x £28 = £636 rather than 8 x £25 + 12 x £28 + 4 x £31 = £660).

Additionally I'd also cite as leverage for a discount the fact that TalkTalk themselves informed me earlier this year, I think in April, that I only used a small fraction of the bandwidth the average household in the UK is using. I can't remember the exact figure and I can't find that email or the details of my BB usage even in My Account but I think it was around 25% ie. 75% less but don't quote me on that.

I don't expect this to change much in the next two years so would it be possible to negotiate a useful discount under these circumstances?

[ferguson]

@Cluster-Lizard 

Try calling 0345 172 5157, it should get you straight through to an agent. 

[siphosethu-TT]

Hi there @Cluster-Lizard, I'll need you to contact our loyalty team so they can have this looked into for you. I have provided the number so you can discuss your concerns with them, and they will advise you on the best way forward.  Thanks

03451720088

Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed

[Gliwmaeden2]

@Cluster-Lizard, FYI, since you started this topic, Fixed Price Plus has been withdrawn for new deals, so you are now looking at Talktalk's April increase each year being applicable to any new contract. 

[Cluster-Lizard]

^ This is the problem with AI bots with attention spans of goldfish.

I've been hoping that somebody from the loyalty team would at least have the courtesy to contact me so we could have a one on one discussion about this with a real person. But what happened was that I exchanged several messages which I quickly realised was with an AI bot (as most here are) but assumed, because that is what I asked about right at the start, that it/they(?) had the the authority to make me a loyalty tariff offer.

What happened was that I was given the impression that what I asked for was acceptable but that they had to check a 'few things first'. The next message I get 24hrs later seems to have totally ignored the previous message exchanges, doesn't even say the tariff I was asking for was unacceptable, just offers me the same fixed price tariff of £27/month which was on the web site before I even started this process. No loyalty discount or anything.

The only reason I could think of for this was that I'd used the term: 'fixed price' in the discussion and that was a dumb AI trigger phrase which lead it/them to assume that is what I wanted.

The only reason I introduced the idea of a flat rate 2 year contract ie. one that cost the same as a tiered tariff going up by £3 each April, over the same period, would be as a more sensible solution. I want to make it clear I don't particularly want a fixed price contract I just want something that is going to be cheaper overall than what is currently being offered.

I cited Community Fibre because that is available to me and, as indicated earlier in this thread, their prices for a similar service to Fibre 65 are actually less than I'm paying now at £19/month and then only a £2/month increase each April, against TalkTalk's £3/month increase each April and starting at £25/month.

If Community Fibre can offer me that sort of deal why can't TalkTalk at least make an effort to try to match it - which is pretty much all I was and still am asking? The Community Fibre 1Gbps service is actually less cost than TalkTalk's Fibre 65, starting at the same £25 I'm being asked to pay for that but like their other tariffs only going up £2/month each April too.

As I understand it TalkTalk's equivalent speed service uses the same full fibre connections as Community Fibre so the difference in the costs being asked is even more striking.

All I'm asking for is a fair deal: ideally a match to Community Fibre but I'd settle for something slightly more expensive just to avoid the inevitable hassle of switching ISP. I want to stay with TalkTalk but please give me a decent incentive.        

[Mandisa-TT]

Thank you for reaching out @Cluster-Lizard and sharing your thoughts regarding the pricing plans. I understand your concerns about the cost differences between the plans and your interest in a price match with Community Fibre's equivalent service.
 

I recommend contacting our Loyalty Team. They specialize in customer retention and will be able to assist you in checking if we can match the deal you've been offered by Community Fibre.

[Cluster-Lizard]

But that is lead me here in the first place.

I tried to contact the loyalty team on my landline; no problem getting through to TalkTalk but rather than do the simple thing and just put me through the AI then took my mobile number (which they should have already known) then texted me on it asking me to use an app to message somebody on the loyalty team. The AI then hung up. Very frustrating.

I don't have a Smart 'phone so that 'help' was useless to me.

Can you tell me how to contact an actual real live person on the loyalty team using my landline or even arrange a time to call me back so this tariff matter can be sort out?

[mandisa1-TT]

I would love to assist you however my resources are limited, please contact the customer loyalty team they will advise you on better deals available and if they have the discount you require. 03451720088 - Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed.

[Cluster-Lizard]

I was not surprised by the difference between the two plans. I only suggested a fixed price plan at that particular monthly cost as a simpler way of paying the same amount over the 24 month contract.

Whether it is a fixed price or one with annual one which increases in April I really don't mind. The overall cost is the only thing I am interested in.

What I would like is a price match with Community Fibre's equivalent service to TalkTalk's Fibre 65. Community Fibre's service would cost me under £500 over the 24 month contract. The Fibre 65 Fixed Price and Annual Increase pricing I have been offered are virtually the same: £648 and £660 respectively, ie. over £150 more for the same period.

That is a big difference and, as a loyal customer, I would have hoped that if you can't give me an exact price match you would make me a unique loyal customer offer for either a Fixed Price or Annual Increase 24 month contract which was much closer to that £500 24 month contract than any offer made so far.       

[kanya-TT]

I just reviewed your account and noticed that your previous contract was on a Fixed Price Plus plan, which exempted you from the annual price increases. It's understandable that you were surprised to find out about the double annual price hikes associated with variable contract plans, as they are always subject to these increases.

We can offer you the same Fixed Price Plus Plan if you'd like to continue with your current package. This will make it easier for you and ensure that you remain exempt from the annual price increases.

Kanya

[kanya-TT]

We can continue chatting on the privet message section, I will send you a PM now.

Kanya

[Cluster-Lizard]

If that is an option of course I'm up for it but I have a very good negotiating position and you will likely need higher authority to give me what I'm asking for. It is definitely not unreasonable but that is because of the particular circumstances and new ISP options I have had made available to me since my last TalkTalk contract tariff was agreed.

Do we do it here or in a new thread or some other way?

[kanya-TT]

Hey there, @Cluster-Lizard. If you are looking for a new contract, I am more than happy to discuss this with you and help you get started. 

Kanya

[Cluster-Lizard]

I'd love to get in touch with loyalty team to negotiate this but I'm being messed around with features that apparently don't work on my system.

There's no working link on the 'Chat' option page, which was difficult enough to find anyway. So I tried using my landline to 'phone direct and instead of just putting me through to the loyalty team I was asked to confirm my mobile number and then sent a useless text message on that (why?) about using WhatsApp or iMessage by ".................simply replying to this message". I have neither so can't and would not even want to use my mobile for this purpose. But the automated response then ended the call. Thanks you AI. 😞

I was already on a 'phone, so why text me on my mobile and offer me inapplicable options? Why not just put me through to the loyalty team there and then so I could speak to them direct? You'd think it would be the simplest option. 

As said I don't have either of those messaging options available and the idea of trying to negotiate this matter on my basic mobile and (are they joking?) by text on its tiny mobile screen ...................................... it is just not going to happen.

I would like to talk to somebody from the loyalty team on my landline - the number is in my account details and I'm available from most of the rest of the day. Can this pleased be arranged here?

[Gliwmaeden2]

@kanya-TT, I gave @Cluster-Lizard all the necessary information in my replies, including a link about Fixed Price Plus. 

[kanya-TT]

Hey there, @Cluster-Lizard .You tend to have better success negotiating over the phone or through chat teams.

I recommend reaching out to the Loyalty team at 03451 720088 or using the chat option. But we can always also assist you on this platform as well. 

The £3.00 increase has been implemented by OFCOM as an annual adjustment, but if you're willing to accept a slightly higher current rate, I believe their "plus" deal might still be an option. I'll try to find more information on that. You can use this link : News about our prices  for more information.

Kanya

[Gliwmaeden2]

See how much it costs overall with their Fixed Price Plus option, @Cluster-Lizard.

It applies to FTTC and FTTP contracts:

https://www.talktalk.co.uk/flexible-payment

[Gliwmaeden2]

You are just better negotiating by phone  / Chat than just following "offers and upgrades" / email offers, anyway,  @Cluster-Lizard.

So contact the Loyalty team on 03451 720088 or use Chat. 

The £3.00 rise has been baked in by OFCOM to apply annually but if you settle for a slightly higher current price, I believe their "plus" deal is still available. I'll see if I can track down the details. 

Ofcom thought it clever to have a fixed price increase instead of the one that's tagged to the CPI.

Even at its highest, inflation didn't result in quite £3 for most current packages at the time, so the £3 is only a good deal on more expensive packages, relative to the old system. 

About the annual increase:

https://www.talktalk.co.uk/legal/annual-price-change

I don't think how much you use the broadband will give you much leverage in haggling. It's simply not relevant to the deal.