Fixed Price Plus

[Jeanette2020]

Hi There,

I received an email from TT yesterday advising that my monthly bill will be increasing by £4 from April 2026 but I think there has been a mistake here.

I took out my last contract in October 2022 for 18 months and it was a Fixed Price Plus contract so my understanding is that with Fixed Price Plus you would pay a dearer price each month during the contract with the promise that there would be no mid contract price increases and then once the contract had finished the annual April price increase would only be the CPI rate of inflation and not not the CPI rate plus 3.7% but I have now received an email saying it will be £4 from next month.

I look forward to hearing from you.

Thanks

[mandisa1-TT]

Thank you so much for the support @Gliwmaeden2 , I will follow up on it

[Gliwmaeden2]

There's a similar topic here, @Jeanette2020:

https://community.talktalk.co.uk/t5/Billing/Another-Talk-Talk-broken-promise/td-p/3147110#M340044

Staff assured the customer that the issue was being escalated to resolve the contradictions in the FAQ.

@Mandisa-TT, what was the result of the escalation? There must be many customers in the same boat, needing a clear answer: paying £4 extra per month each year is a huge difference compared with CPI (at least while inflation is relatively under control).

[Jeanette2020]

Hi There,

I appreciate all your help.

I have had a look at the TT website where it details the annual price changes and it appears there is conflicting information on the link below.

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

On the drop down menu on the above link if you go to "Which price plans will be affected?" it states the following "Fixed Price Plus plans – for a few pounds extra each month customers can opt to fix the price of their broadband for the duration of their contract. Once out of contract, for those customers who joined us before 12 August 2024, your broadband plan will continue to be subject to the variable Consumer Price Index (CPI)."

The above reads to me that those who are fixed price plus out of contract and joined before 12 August 2024 should continue to have their increase based on the CPI rate of inflation not a set fixed amount.

If TT are going to stick with increasing those on FPP out of contract with a set amount then that is extremely unfair and bad customer service the whole point of FPP was that TT "promised" that when the contract ended the annual price increase would be no more than the CPI rate of inflation each year and for TT to claim in their email that they are changing to a fixed increase each year to make it simpler for customers is insulting, it is fairly obvious why TT are changing to the fixed increase method and it is not for making things more straight forward for their customers and also makes the overpayment with FPP a complete waste of money and an utter sham.

With FPP I would be due an increase of 3.4% this year but with the new fixed increase I am faced with a 16.29% increase which is absolutely ridiculous, I struggle to see how TT think that is fair and acceptable given what they "promised" their customers who took out FPP contracts.

Thanks

[Philile-TT]

@fr8ys thank you for the support. 

[fr8ys]

The blame for this is squarely with ofcom who have mandated that % rises offer no certainty over the increase to be applied and all ISPs are now required to increase by a fixed price.

You might find it cheaper to recontract rather than stay on a month to month contract 

Try phoning the loyalty team as they hold the best deals.

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

[Philile-TT]

@Jeanette2020 I have had a look at your account, and I can confirm that you will be affected by price change due to that your contract was taken out before the 12th of August 2024 and you are out of contract, you will be affected by £4 price rise. 

[Mandisa-TT]

Hi @Jeanette2020 we will look into your thread and assist you.