Loyalty Discount

[Richard2020]

I entered a new contract in July on the phone and thought that I was fully prepared for my upcoming payments for the next two years. Now in September my bill is going up as the loyalty discount is expiring. This was the first time I have heard of a loyalty discount in all my years with Talktalk. I was not told I had one or that it would come to an end increasing my monthly payments. Surely this can't be right?

[amahle-TT]

Yes @ferguson I understand why you feel this way we are able to assist full fibre with bill but in this situation, we do not understand why the MRC does not match with the invoice sent to @Richard2020 with no explanation hence why I am referring him to our full fibre customer service and they will be able to assist further, thanks.

[ferguson]

@amahle-TT 

Forgive me, but this is a contract/billing issue rather than something for the Full Fibre team, surely? 

[amahle-TT]

Hi there @Richard2020, kindly contact our full fibre team and they will be able to assist you further with this:

03451720074
Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[ferguson]

I just meant notes really, just to give clarity of what you had signed up for. You should have received subsequent confirmatory documentation. And as I said, the support team can check when they are back online. 

[Gliwmaeden2]

Staff will be able to check what's been set up and that it was processed properly, @Richard2020, but can you see the details of the tariff and the end of contract date when you log into My Account?

You should also have received contract confirmation documents by email at the time, but these only cover the bare bones of the new Broadband deal.

If you had discounted boosts for eg anytime calls or Supersafe on your previous contract these would need to be reinstated and applied if available as discounts when they expired as they would have been applied for a fixed period only on the previous contract. 

So you need to check the finer details. 

Staff may have access to the contents of the phone call, but you can't access it yourself. 

[Richard2020]

I have kept a transcript whenever  I have done an online chat but wouldn't know how to get a transcript of a phone call?

[ferguson]

TalkTalk have been known to offer short-term discounts. Do you have a transcript of your phone call, or other written details?

This has been escalated to the support team here and they can check when they are back online tomorrow.