No payment extension after requested

[Jolnir]

Executed a payment extension via my account - it didn't take and I had to use the live chat plus £12 extra charge for the indian live chatter to disable and re-enable the extension for it to "take".

A day or 2 goes past and my internet cuts out in the middle of the night, like it does when you are late on your payment. So I check my account, the extension has been removed!

I use live chat again they tell me it's due to the direct debit on my account and I need to disable direct debit for it to "take". I'm not sure that's correct.

Come online to discuss it today and the live chat plus the entire help section of the website is completely missing.

Hello all could somebody help me out with this? I usually pay on the 23rd but i forgot and so I need to confirm my extension to january 23rd. I also want those extra charges taken off if possible. I need double confirmation so my internet doesn't cut out over the next few weeks.

[mandisa1-TT]

I understand and can confirm it still stands.

You are most welcome @Jolnir, while I still have you online I would like to confirm is there anything else that I can assist you with?

[Jolnir]

Ok I can forego the late fee no problem. I just don't understand why my network would fluctuate like that overnight, there was no maintainence and it doesn't usually suffer from problems. I just thought I'd check to see that it definitely still stand as it does not reflect on my end.

File attached to show. Before contacting via chat it confirmed the extension on this screen however does not do so now.

Thanks for your help

[mandisa1-TT]

Hi there @Gliwmaeden2, thank you for the help.

[Gliwmaeden2]

You should only be running one ID on the community at a time, @Jolnir, unless you actually have separate accounts for separate addresses.

[fr8ys]

Are you @Didgerydookangeroo as you intimate on thread 

https://community.talktalk.co.uk/t5/Billing/Payment-extension-quot-reverted-quot/td-p/3141168

If so then opening another causes confusion and duplicates staff efforts.

[mandisa1-TT]

I am sorry that happened, your services should not be restricted until the date set for you to make payment.

[Jolnir]

well ive already had my services temporarily restricted overnight as if i hadnt setup an extension so im just worried that the service will be disconnected

[mandisa1-TT]

Looking into your account the current bill was due on 23/12/2025 and you contacted us on the same date to set up a payment extension and the agent did set this up for you, however the direct debit was already in place and set to take payment on 23/12/2025, hence we attempted to direct debit you on the date despite a promise to pay being setup. However I can confirm the payment extension is still set to 23/01/2026 and you will incur a late payment fee (direct debit fee) charge as you missed the payment due date.

[mandisa1-TT]

Hi there @Jolnir We sincerely apologize for any inconvenience caused. I would love to assist you with your query and look into this for you.

Setting up a payment extension or promise does not mean you are exempt from late payment fee, it is only to make sure that your services are not restricted while you are still to make payment.