New contract agreed but not implemented

[hugo123]

I called you on 19/12/2023 to discuss options to renew the contract which will end on 06/01/2024.

We agreed downgrading from Fibre 65 to Fibre 35 for 18 months at £22. We also agreed half price Unlimited UK Calls Boost at £8. I said I did not want TalkTalk TV.

You emailed the contract documents, and separately sent another email to say "Your account has been updated".

However, the account has not been updated, in fact it remains completely unchanged, the package still shows Fibre 65 which comes to an end on 06/01/2024, and you invite renewal.

Why haven't you implemented the agreed contract ?

Please put this right asap, and ensure TalkTalk TV is not included.

Thank you.

[nambuso-TT]

Hi there @BetsH7. I am very sorry to hear this. Please start your own thread and we will take it from there. Thanks.

[BetsH7]

I'm having a terrible time trying to renew a contract. Been agreed twice through the chat service and had 2 emails with offers (although the links didn't work in either). I keep being told there's a technical problem and it will be resolved soon - been going on for 3 weeks. Paying twice as much as I should. Anyone else having the same issue? How did you resolve it? Seriously thinking of finding another company.

[siphosethu-TT]

 I'll investigate and get back to you with feedback. Thanks

[hugo123]

Thank you, Siphosethu, for your response, and Ferguson for your input. I'm sorry to hear about Arne.

I’m seeking clarification regarding the recent email titled “Your contract’s almost up”, which suggests that we are still under contract with TalkTalk. As previously discussed, we attempted to renew in December 2023 and again in January 2024, but both efforts were unsuccessful—likely due to system issues.

These failed renewal attempts have understandably impacted our confidence in TalkTalk’s systems, and receiving an unexpected message implying an active contract raises further concerns.

Siphosethu, could you please investigate and let me know why the email implies we are still in contract?

Thank you very much.

[siphosethu-TT]

Hi there @hugo123, as @ferguson said you have a choice so you can just ignore if you like. Thanks

[ferguson]

Arne no longer works here, but renewal offers are entirely optional. If you want to stay as you are then just ignore it. 

[hugo123]

Hi Arne

Sorry to revive this thread, but we’ve received an email dated 13 August 2025 titled “Your contract’s almost up”, and inviting renewal.

As clarified earlier in this thread, the account has been out of contract since 6 January 2024, and we wish to continue on the rolling monthly arrangement.

Could you please confirm why the renewal email was sent, and reassure me that by not taking any action, we’ll remain out of contract and continue at the current rate of £26.65 per month until the annual adjustment in April 2026?

Thank you.

[hugo123]

Arne

Thanks for the clarification, it's much appreciated.

[Arne-TalkTalk]

Correct thats the fixed price plus part of the package.

[hugo123]

Hi Arne

Great, thanks for the response.

So the recurring £4.95 discount will continue with no end date?

[Arne-TalkTalk]

HI hugo123

Your price has not changed the email is auto triggered when the discount was applied but the email omits that there is a recurring £4.95 discount on your plan, reducing it to £25. 

Sorry for the confusion.

[hugo123]

Arne

Thanks for applying the discount, BUT, we received an email yesterday "Your new and improved package" which hikes the Fibre 65 from £25 to £29.95?

 

The price should be £25 as stated in your email dated 13 December 2023:

 

Please will you put this right, I simply can't believe how many errors TalkTalk have made.

Thank you.

[Arne-TalkTalk]

HI hugo123

The discount has been applied. 

Regards

[hugo123]

Arne

Thank you for clarifying the situation.

Indeed, it would be much clearer if the wording read "your contract ended on 6 January". It should also clearly show that we are out of contract.

We are content to remain out of contract at £25 per month for Fibre 65 including Fixed Price Plus as detailed in the email of 13 December 2023.

Yes, please change the unlimited calls to half price, thank you.

I do appreciate that you are working flat out, and am obliged to you for your help.

[Arne-TalkTalk]

HI hugo123

The requests to renew in Dec and Jan both failed as you are aware, its not clear why,  You are out of contract as of Jan 6th 2024 you are on Fibre 65 paying £25 per month  all of this is reflected in My Account, Maybe the wording should change to "ended" rather than "ends. "

Your unlimited calls discount has ended and you are paying full price(£16) I can change that to reflect the previous offer of half price, sadly there is nothing I can do about the renewal, only the loyalty team can help with that. 

Apologies again for the inconvenience caused by this.

[Gliwmaeden2]

I'll re-escalate this in the hope that staff can at least look into why the account never seems to update correctly, @hugo123.

It's now more an issue of a malfunction in My Account rather than staff not being able to sort deals etc.

[hugo123]

Please will someone at TalkTalk let me know when I can expect a response, thank you.

[Gliwmaeden2]

It looks like an absolutely dire performance throughout all this, @hugo123.

Re-escalating the thread for you. 

[hugo123]

So I haven't made a formal complaint (yet!)

The original contract renewal invitation dated 13 December 2023 offered two options, and I quote:

"The first option is to continue with your current service which includes Fixed Price Plus¹ so you'll continue to pay £25.00* per month. You don't have to do anything. You'll then be out of contract, giving you the freedom to upgrade whenever it suits you.
The second option available for you is to move onto a new, matching Fibre 65 contract for £29.00 per month for another 24 months."

As my two attempts to renew via customer loyalty failed, (see below), through no fault of mine, and I have taken no other action, I must be out of contract.

However, under My Package I continue to be invited to "Renew now", and my package still shows "24 month fixed term contract ends: 06 Jan 2024"

So the account does not reflect my out of contract status, or am I missing something? 

It looks to me as if the account has not been updated since the contract expired on 6 January? 

I should add that we are content to stay out of contract paying £25 per month for Fibre 65 as per the original emailed renewal invitation.

Thanks for your help.

[Arne-TalkTalk]

@hugo123  sadly we are not allowed to process orders, due to the autosign process you need to be on the phone during this process ,  this can only be done by the loyalty team, sorry.