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Renewed contract but first bill shows different costs to what i agreed!

Popular Poster
Message 10 of 10

In late November I made contact with talktalk regarding my contract and upgrading to faster fibre as part of the deal. The deal that was on offer via my account was faster fibre for £21.95 but when I got through to renewals I was only offered a deal at £23.50. The lady who i spoke to could not understand where i was getting this deal from and the conversation was very difficult due to her not fully understanding what I wanted. Nevertheless and agreement was reached for a new contract which would see my bill reducing from £58 to £38.50. Despite difficulties in communication she agreed that the cost for faster fibre would be £22.50 with another reduction in the super safe boost from £2 to £1. On receiving the first bill none of these reductions have been implemented on my new account. I know it's not much but it mounts up over the course of the contract. I would normally phone customer service but its getting harder to speak to someone who can understand!


Message 1 of 10

What way is this to run a company the size of talktalk. Surely your agents should have access to the offers shown either on the talktalk website or my account as I imagine this is how most people contact talktalk (telephone numbers I rang were numbers supplied by talktalk!). I dont really want to register a complaint as all I want is the pricing that was promised!

It is now more annoying as the latest batch of adverts on TV are promoting even faster broadband at 67mbs for £21.95 which is nearly double what I upgraded to (38mbs) at a cost which is less that what I pay (£23.50).


Message 3 of 10

Message 4 of 10


I am in the same position as this OP

I applied for a £23.50 deal for faster fibre (saving me £4.00 with NO RECONTRACT FEE)  - that appeared on MY ACCOUNT - I even received confirmation that it had been accepted and was going through - but no change to my billing has been made !!

It appears that TT believe that they can make offers to all - yet only accept a select few (new customers ?)

This is WRONG - If an offer appears on MYACCOUNT - I like to think that TT should honour it.

And as for TT's call centre (based in PHILLIPINES and SOUTH AFRICA) - Sorry, but I have never had a sucessful on-line session with them !

Message 5 of 10

Online deals and what retention's agents can offer can be different, The agent over the phone may not have had access to that promotion.  


I dont have access to call recordings, so if you feel that you have been mis-sold I would have to advise you to follow our complaints procedure


Sorry for any inconvenience caused. 


Message 6 of 10

Please see attachment which confirms what was on offer at the time I renewed and links to my previous response.


Message 7 of 10

Thanks for the response however it still not take into account the reductions I agreed with your representative. The super safe boost should be £1 and the faster fibre £22.50. If you can get access to the telephone conversation so will be able to check what was agreed and that my monthly fee should be £38.50. Before ending conversation this was the figure agreed with your representative.

In addition can you advise why I was not offered the £21.95 deal for faster fibre was not offered to me even though it was clearly advertised under "my account".

If you can get access to the telephone conversation I should say it's a long discussion as the lady I spoke to kept going somewhere (i assume to a supervisor) to get advice and you may wish to skip to the last 5 minutes.


Support Team
Message 8 of 10



Your first bill after renewal is sometimes higher than expected your standard plan is as follows


Faster Fibre =  £23.50
Unlimted calls  = £6  (half price discount)
Supersafe = £1.50  (half price discount)

TV = £4 

Entertainment Boost = £6 (half price discount)


Total £41 per month


This bill is higher due to the Mulitroom setup fee being applied this month. So the discounts have been applied as per your agreement. 


Hope that helps.



Support Team
Message 9 of 10

Hi @Helen541


Thanks for your post. 


I will look into this for you and get back to you.