TalkTalk Not Billing Me

[EdithNotAda]

My account is TalkTalk Full Fibre 65 data only. I have a City Fibre FTTP line installed April 2022. The last bill credited to my bank account was in November 2022.

I have tried to renew my contract as it expired in June 2022 but failed as the agent didn't understand that my line is with City Fibre NOT Openreach and that I don't need an engineer to visit.

Can someone at TalkTalk please explain why I am not being billed (I expect the problem is with City Fibre not billing TalkTalk). 

Also is there a way to renew my contract without loss of connection (same provider, same speed, no upgrade).

Regards

Carol

[Arne-TalkTalk]

Thanks for the update.

[EdithNotAda]

Hi @Arne-TalkTalk.  I had a bit of uninterrupted free time this morning so I phoned 0345 172 0088 and after a little bit of passing around I spoke to a great agent in Leicester who renewed my contract and emailed me a copy. I am happy with the price of Full Fibre 65 data only for 18 months. Success. 

I look forward to hearing about the non-billing you were looking into in due course.

[Arne-TalkTalk]

Call them number is  03451720088 and let us know how it goes.

[EdithNotAda]

Thanks @Arne. I will phone the loyalty team on Thursday when I have free time to make calls. 

Thank you for looking into my billing problems. To explain why I haven't sorted it earlier I was  busy over the Christmas period and didn't check my bank account. I got the usual email notifications that TalkTalk was billing me monthly. It was only when I logged into my TalkTalk account that it was a minus figure each month. The My Account interface is very strange and takes ages to load but I assume other customers experience the same.

Regards

Carol

[Arne-TalkTalk]

Hi @EdithNotAda 

Thanks for your post. 

I will ask the billing team to look at this. 

To answer the question about renewal this should be done by the loyalty team as normal , it shouldn't make a difference if its City Fibre or Openreach as you are renewing the contract not installing a new service. 

[EdithNotAda]

Thanks @Divsec. I am keeping a tally of what I owe. Thanks for replying and checking for escalating.

Regards Carol.

[Divsec]

Hi @EdithNotAda what a great problem to have, and appreciate the implications!

I've checked and your post has been escalated and you should hear soon.