on 11-06-2021 02:56 PM
Answered! Go to Solution.
on 22-06-2021 09:30 PM
I got a response via email from the CEO complaints department, then after a bit of a mixup(or 2) when the lady tried a number of times to contact me by phone, my fault she got no response, we decided to communicate via email.
No real apology for reneging on on our "contract" nor an offer to remove the price increase.
What I have come away with is a new Fibre 65 package that has been tweaked a bit. Tweaked in as much as for the next 24 months the unlimited anytime telephone calls boost is free, as opposed to £14.00 per month. There was also the offer of the Supersafe boost being free for 12 months, I turned this down as I already have two layers of security on my system, adding another would make them conflict. There is also a free Amazon gift of some sort the code for which will be sent to me once everything is up and running.
What I have learnt, not only with TalkTalk but also other large organisations is, if you don't get a satisfactory response/resolution to a problem via normal customer services then ramp your complaint to the head honcho. I've done this a number of times and got results, the best of which was with the Royal Bank of Scotland but that's another story.
If it's any use to you folks this is a link to a very useful website.
on 17-06-2021 03:43 PM
elkingdl I apologise for my misuse of the word. "envoke" duly noted.
We kept our fixed price promise for a long time, unfortunately things have changed and a business decision was made, a lot of customers have actually renegotiated better deals via the loyalty team on 03451720046.
Sorry for any inconvenience
on 17-06-2021 03:11 PM
@ferguson I have had the same death knell eMail advice from TalkTalk regarding the increase, as have so many others evidently... and I also note my bank have been advised of the higher monthly DDM intent of TT to wit...
on 17-06-2021 02:48 PM
Perhaps the answer is for neighbours to get together, and share a load balancing router (which offers bandwidth control) and split the costs of a 150 style fibre connection two or three ways. As far as TalkTalk's new 150 tariff goes - I can actually get more bandwidth on 4G/LTE data sim in a suitable modem for less £££'s monthly (without no telephone line subscription to wit).
Since I only joined in March or so, this year, what happens with regards to my sign-up deal where I opted for an £80 Amazon voucher? Would I now have to pay for that too? 😐
on 17-06-2021 02:43 PM
on 17-06-2021 02:11 PM
In my view a contract is a contract! I am contracted to TalkTalk Fibre 35 until 9th August 2022 at £22 per month. I am disgusted at TalkTalk's intention to break this contract by not only an increase in price at the present but also by their intention to increase it again next April. It seems that TalkTalk's word is worth absolutely nothing!
on 17-06-2021 11:07 AM
@GuyOnMars, the increases in March applied to Fast Broadband and Faster Fibre.
These more recent increases apply to Fibre35 and Fibre65, to customers who moved to these packages prior to March '21.
They work out at about 10%, depending on what people were paying. It's a fixed amount of increase.
Yes, we all found it terribly unfair to have the face value promise torn up, especially after reassurances during 2020 from the CEO that these promises would hold.
Make of it what you will: lurking in the Ts&Cs was always the option for Talktalk to flip on that promise, providing that they give affected customers 30 days' notice.
It is a totally separate issue from CPI-related increases which kick in next April. Read Ts&Cs 16.
You just have to haggle, or leave and notify TT within the 30 days, or put up with it.
on 17-06-2021 10:50 AM
only in march have they included the price rasie in their T &C , how ever they cannot promise no price and then increase your bill by 10% as is false adveriseing
also talk talk made 1. 54 billion in profit last year.
16-06-2021 09:43 PM - edited 16-06-2021 09:44 PM
You have a point there about the issue of trust, @elkingdl.
I suspect, though, that those who devised the new pricing structure won't necessarily see the connection with October '15.
Different people in charge since then etc. You often find that customers are the longest serving members of an organisation. Many of the decision makers have shorter memories and won't see the connection.
on 16-06-2021 09:23 PM
and for anyone still maintaining the slightest little bit of loyalty towards TalkTalk, @Arne-TalkTalk’s post above sums up what TalkTalk thinks of you…
yea, we know we promised not to increase prices but we’re just gonna do it anyway because the T&Cs say we can and we’re really sorry… but if you sign up to a new contract, we really promise not to do it again.
TalkTalk spent a lot of time and money building customers trust after they lost a shedload of data a few years back. Now all they’ve done is proven is that as a company, they don’t deserve to have customers trust or their loyalty. And there’s absolutely nothing to say that the new fixed price packages are any more fixed than ones they’ve just unfixed.
So after years of being a TT customer, I’m switching to Now Broadband. £22 per month for unlimited faster fibre (65mb) and all inclusive calls on a 12 month contract. Sure, they might increase their prices, as might BT, Virgin and anyone else… but at least they’re upfront about it.
on 16-06-2021 02:08 PM
You know a company is struggling to maintain a semblance of keeping their promises when staff begin incorrectly using the passive version of a verb to explain unpopular emerging policies - like envoke... when invoke is appropriate for referring to a material change...
16-06-2021 01:47 PM - edited 17-06-2021 03:35 PM
Terms and conditions are always subject to change, even when we offered fixed price contracts, we have taken the decision to invoke clause 16 which you would have agreed to when you signed up.
Apologies for any inconvenience caused.
on 15-06-2021 05:36 PM
If you need any help, I have a recording of a TalkTalk salesperson swearing blind to me when I wanted information on joining - that underlines their prices would not rise for 12 months from inception, and that afterwards they would not rise by more than the retail price index.
Breach of contract, essentially.