New TalkTalk contract?

[Billx]

I've just received today, 7-4-2025, an email

From: TalkTalk Customer Service<info@customer-service.talktalk.co.uk>

Subject: Bill, we've made the changes you asked for.

As usual, this email address is non-replyable (i.e.  not monitored)

This is part of the email:

---

abc

Further below, it has the following:

"Giving you the best possible service is our top priority. If you change your mind, you can cancel within 14 days of placing your order - just get in touch."

---

The last time I fixed my contract was 23-10-2024. This was via an army of complaint case managers and it was a marathon of 6 months. It lasts for 18 months and completes on 22-4-2026

So, what the hell is going on?

What changes have TalkTalk Customer Service made?

Really, really weird.

Bill

[Billx]

There is no excuse, I, first receiving those 2 emails, and others  then linking that, to the immediately previous issuing to me of a new router.

There is no excuse for auto-generation, if the auto-generation is wrong.

None at all.

[Billx]

AI is programming

[fr8ys]

I've had them for routers too, checked my account for end date and just ignored them.

You won't get TalkTalk to change their way of operating. Its the way their system is programmed and not AI related.

As @ferguson has said this has been answered (and I only posted to highlight it's not just TalkTalk who do such things) so let's leave it there.

In hindsight I shouldn't have posted and prolonged this.

[Billx]

I didn't come to the conclusion that my contract had changed.

I came to the conclusion that TalkTalk's AI system continues to have tantrums.

Are the contents of those 2 emails at all sensible and meaningful?

Still, TalkTalk's AI system has NOT updated my contract details within MyAccount.

I rely on separate emails from the CEO's office for my real contract details.

Can you respond to that?

Bill

[fr8ys]

Can I just add that if your TV Hub needs to be swapped out, you also get welcome e-mails and also the tips e-mail again.

Being on my 4th box now, mostly due to testing to destruction, I found it strange but can understand the need sometimes to reiterate things to some customers.

Garmin, for example, do the same when they swap faulty gps's and you register the new one, so not unique to TalkTalk.

[ferguson]

Nope. Anyway, let's leave it now, it's all been cleared up anyway. I was just puzzled how you came to the conclusion that your contract had changed without specific notification to that effect.

[Billx]

OK. The 2 dates on the 2 emails  ARE 7-4-2025 and 9-4-2025

No, I don't think any of these emails have the words 'New Contract' on them

In fact the 2 emails are 2 of 3 emails sent immediately after a new contract is agreed.

I am still waiting for the 3rd in the series.

That would have been the same for you.

[Billx]

Ha ha ha

[ferguson]

My new contract messages have always looked different and included dates. 

[Billx]

@ferguson 

Well, I've shown the 2 messages, you can see for yourself.

But this is exactly how the confirming messages look like, immediately after a new contract has been agreed.

So, what do you want me to tell you?

(Since that is what is sent immediately after a new contract,

it implies that a new contract has just been agreed.)

Edit: So, it is OK to be reminded that my broadband service is NOW live, after 6months?

[ferguson]

@Billx 

Did it mention anywhere in either of those messages a new contract?

[Gliwmaeden2]

It was bad enough getting Talktalk's generic emails at the best of times, @Billx, without them being run by AI.

Looks like mayhem...!

Hopefully there will still be a few humans left to pick up the pieces!

[Billx]

Thanks, @Arne-TalkTalk 

We are allowed a bit of a laugh, aren't we?

[Arne-TalkTalk]

You are NOT in a new contract, your start date was 23/10/24 this hasn't changed 

[Billx]

I am getting the full treatment now.

It looks like I really HAVE a new contract.

From: TalkTalk Customer Service <info@customer-service.talktalk.co.uk>
To: Bill

abc

Has TalkTalk's AI gone berserk?

Bill

[Billx]

Very good, @Arne-TalkTalk , Thank you

Bill

[Arne-TalkTalk]

Once the new guys get more confident of posting on an open community PMs will only be used to ask for account information.  

[Billx]

That was my own conclusion. But somehow it has continued.

EDIT: I missed "We have already fed this back." I hope they are well fed now.

[Gliwmaeden2]

Many new staff have come from social media support sites  - it's a different sort of platform there.

Hopefully they will soon get used to just checking the profile area as that usually contains all the essentials, @Billx.

We have already fed this back.

[Billx]

Oh, I forgot. Is there a good reason why I was originally asked to to start the conversation via private messages, when there would have been zero new information?

Bill