So I phoned TalkTalk a few hours ago to see if I could negotiate a better price on my soon to end current Fibre 150 contract and the nice helpful agent was able to save me £9 a month on the price I was quoted in My Account. He emailed me the new contract documents at the end of our conversation, all is good.
Query:
Well, a few hours later TalkTalk sent me an email from info@customer-service.talktalk.net titled "(My first name), You've changed your full fibre package". In the email body it states:
"You've added: Fixed Price Plus"
"You've removed: £13.95 Fixed Price Plus - 18M - Fibre 150"
"One-off charges: Equipment delivery charge: £9.95"
"Equipment: eero 6"
So I spent about an hour in the chat with two TalkTalk agents to ask why I was being asked to pay the one-off charge for delivering an eero 6 (as obviously my current contract came with an eero 6 and I requested no physical changes or upgrades/downgrades to my Fibre 150 package while renewing my contract). They could not find this £9.95 charge in my account but informed me that they have noted on my account that it be waived. I asked the agent specifically to ensure that an eero 6 not be sent to me. He assured me it would not be sent. I did not query the "You've added.." and "You've removed.."
After the chat ended I now worry that because the "You've added.." part of the TalkTalk email omits the Fibre 150 from what was on the "You've removed..." part of the mail, I might not be on Fibre 150 in the new contract (my new contract document does says that I will still be on Fibre 150 but this email was sent after the email containing the contract docs which raises a supercession doubt in my mind).
Can a TalkTalk customer agent please check that my new contract is still on the Fibre 150 package?
Email:
Feedback:
Can TalkTalk check in future what changes exactly a customer is making to their account, to ensure they're taking the correct action in response to this change and hence sending out a correctly worded email?
I didn't mind spending an hour on the chat, just a minor convenience. It would have been more of a nuisance if I hadn't seen this email, paid £9.95 for an unneeded item, have it arrive in the post, then having to contact TalkTalk to sort it out.
Thank you
Update:
Despite the TalkTalk agent assuring me that the eero 6 would not be sent , I received two emails yesterday evening - one from TalkTalk customer service entitled "Take your full fibre home to the next level" and stating that the eero 6 is on its way, and one from Yodel stating that the TalkTalk parcel was on its way. Using the tracking number provided, the parcel is due for delivery on 17/2/24.
I will be going on the chat when it opens at 9am to sort this out.
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