Service paid: TV, Broadband & calls

[Arthur1988]

Hello, i have a query.

I deal with my grandmother's bill monthly. and i always see broadband being mentioned in her bill. " services paid, tv, broadband & calls" the thing that's confusing me is that she has no broadband and no TV packages. she only has calls and uses freeview. 

Bills range from £30 to £40. It seems like a lot for just calls, so maybe she does have broadband but is unaware?

she never signed up with talktalk, i think she got automatically moved over from some other company a year or two ago when they closed.

[Gliwmaeden2]

You'll only find out the package type available and minimum guaranteed speed for the line by contacting Talktalk directly, as each package comes with speeds specific to that line.

It's all set out clearly when you agree to a new package  - it will be confirmed both over the phone [and you have to listen to it all to agree to the contract] and in contract documents sent when the package is agreed.

Check what's possible for her in the range of Fast Broadband [basic ADSL] or Fibre to the Cabinet, Fibre35 or Fibre65 packages, as it might be a rather big leap to go straight to Full Fibre plus VOIP for now.

Changes will be pending within a couple of years, though, as Openreach will no longer maintain the copper lines.

[Gliwmaeden2]

@Arthur1988, forum staff will not be back on here before Monday. 

You really are best to phone 03451 720088 or use Chat from the link provided by Fr8ys, but each time you contact Talktalk, you'll need to pass security questions. 

It really is worthwhile setting up Nominated-user status or Power of Attorney. 

Not using the broadband makes no difference to the price, just like not using the landline: it's an inclusive bundle. 

Actual calls are then charged separately. 

It should be possible to set up a My Account for her, if she currently just receives paper bills - does she just have paper billing? It's cheaper not to.

When customers are moved across from other companies, like Shell, for example, they usually continue to use their old router. A new one is not offered by Talktalk until the customer reports problems with it.

If your grandmother only had a phone service with the previous provider, Talktalk would be none the wiser about the lack of router unless informed by the customer. 

Or possibly there was a lack of communication between the former company and Talktalk on behalf of the customer. It goes back some time now.

Very difficult to get any redress if points like this aren't picked up at the time. 

[fr8ys]

You really need to phone to discuss your requirements and what is available.

A router would have been sent as part of the setup, but if she has transferred maybe it was they who didn't send it.

[Arthur1988]

So what is the broadband package? speed? download limit?

how come there was never a router sent to my grandmother?

[angelique-TT]

Good afternoon Arthur1988. I have looked into this and I can confirm that there is active broadband on the account. We do not offer phone only packages. Please call in using the contact details  @fr8ys has provided above, they will be able to assist you further. 

[Gliwmaeden2]

@Arthur1988 Talktalk rather confusingly includes TV in the package name, regardless of whether the customer takes advantage of the facility.

She will only be charged for it if she has one of Talktalk's TV hubs and has subscribed to it specifically. In that case it will be itemised. 

It's impossible to have a Talktalk landline without also having broadband, for all products that are not Full Fibre. [Full Fibre is only broadband unless customers specifically order it with digital voice].

Any copper line or fibre to the cabinet can't be separated from Talktalk's broadband service. 

Calls are at 24p a minute to ordinary landline 01, 02, 03 numbers and mobiles.

That adds up very quickly indeed. 

Look into adding a boost for anytime calls, if she is likely to spend a lot of time on the phone. 

Sometimes it's discounted from £16 per month, but it must be on there for a minimum one month. Each call: maximum one hour.

[fr8ys]

Tv broadband and calls is a generic name for the package based on what is available.

All contracts should include broadband as TalkTalk do not offer phone only packages.

The TV can be added, but is a box that turns the TV into a smart TV, so it includes Freeview and catchup apps. 

The TV charge would be shown separately if its included. If its not included as a charge on the bill then its not included.

Regarding the phone, there may be a separate charge for inclusive uk calls, known ad a boost. 

The bill does sound high for broadband and calls so any promotional period may have ended and you are being charged, effectively, market rates.

If your grandmother was to recontract then charges may well be lower.

Do you have power of attorney? If so you could phone and negotiate a better price, obtain a router so that guests could use it, and perhaps discuss with her if catchup is required. In which case the router is also needed.

However the box is not essential to this and costs £5 a month. If she already uses freeview it might be worth considering a firestick or Roku stick for catchup if required. You will need a spare HDMI port on the TV.

If you don't have power. of attorney, then you will need to be with her so she can confirm to staff you can speak on here behalf.

The Loyalty ( Better Value Team) are who you need to speak to as they hold the best deals available and you can be specific if you wish the TV to be added or not. Also, if your grandmother is a low phone user, it might be better to pay for calls as you go rather than add the calls boost.

Plenty to think on.

If you wish to phone, try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

Hope this helps.