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Matching Contract

First Timer
Message 4 of 4

I received an email informing me that my contract was coming to an end. Among the options given to me was as follows:


The second option available for you is to move onto a new, matching contract for £29.95 per month for another 18 months. Click here to order now.


I clicked on "here" and followed through. A few weeks later, I get my next bill, adjusted for the fact I'll be out of contract at the end of the month. I called and explained, received  the ubiquitous robotic, hollow, meaningless  "sorry for the inconvenience" and was then offered an entirely inferior deal. 


I then reread the email I'd received to the call handler who suggested I follow the link again, which I did. She rather ominously pointed out that should it fail again, I might well be out of contract and even the inferior offer given over the phone might well disappear. 


This is all very very tedious and time consuming. I am minded simply to switch and lodge a complaint with Ofcom. 


Anyone experienced this, for have any advice? 


Message 2 of 4

Thanks. That seems to have done the trick! 


Support Team
Message 3 of 4

Hi GJA76


Thanks for your post.


If the order did not go through I would suggest asking to speak to our Customer Loyalty Team during Business hours (Monday to Saturday 10:00am to 18:00pm) on 03451720046 explain the deal you wanted and ask them to match it, it will go through straight away.


Sorry for any inconvenience caused