Time to leave

[Funky-Gibbons]

I have been with TalkTalk since 2013 but I have now decided it is time to move on, I have noticed over the years a steady decline of customer service and during the past month I have tried to help my friend out to get his TT full fibre fixed as he struggles with anything technical, the upshot is that process of trying to speak to the full fibre team is appalling and when they did finally speak to my friend they did not follow up as promised and his issue remained unresolved, as such he transferred to VirginMedia.

The breaking point for me has come after reading with interest the recent posts on the community forum regarding the fact that TT have changed the t&c's for now out of contract customers that were previously on fixed price plus and should only be subject to annual rises of CPI + 3.7% and are now having to pay an increase of £4. 

I too would fall into this situation (and have now received the email confirming this), I realise that I could negate this by entering into another contract, however following the difficulties with the full fibre team mentioned above this does not give me confidence if I had any future issues, also the reported uncertainty of TalkTalk's future as a whole due to their continuing financial problems and talk of a potential sale/takeover, I cannot bring myself to enter into another 18 month contract with this uncertainty therefore I am also transferring to another ISP,  who by the way have provided me with a much better deal.

I would like to thank the Non TalkTalk employees that support this community for their past support and in particular @KeithFrench for sharing his knowledge,  I would have also thanked TalkTalk staff Chris, Debbie and Arne but I see they have not been active for a year so I presume that they have all left the company (part of the cost cutting I wonder?).

Good luck to everyone in the future.

[mandisa1-TT]

This year, the way we calculate the annual price rise has changed, and hence it will look a bit different from what we are used to seeing every year. That means it’s important to understand how the calculation varies depending on when orders were placed and whether you are in or out of contract. Moving to a new provider won't avoid price rise as all providers are applying the price rise. This is also updated on our website and on the communications that were sent out informing customers of the upcoming change. 

[Funky-Gibbons]

This is from your latest online customer terms and conditions dated 16 November 2025

Section 9.2

For any broadband, part fibre or full fibre service that you ordered, renewed or upgraded on or before 11 August 2024, each year a price increase will be applied to your charges except when we’ve agreed otherwise with you. We’ll tell you when the price increase applies for each service. The increase will be rounded to the nearest penny and will be calculated by multiplying your existing charges by the combined percentage figure of both: 

(a) the Consumer Price Index rate figure published by the Office for National Statistics in January of the relevant year (but not including any negative rates); and  

(b) 3.7%. 

I don't think I need to say anymore on this subject as this time next week I will no longer be a talktalk customer but I am sure this will give other people the details to carry on this disagreement 

[mandisa1-TT]

We apologize for the inconvenience caused to you, however T&C's were amended and comms sent out, the above has been escalated and we are still awaiting feedback, as it seems it was not updated.

[Funky-Gibbons]

This is exactly the type of reason why I am leaving when staff and talktalk cannot get things right and contradict each other. This has previously been raised by other customers and was escalated for a response but nothing has been clarified. This is from your T&C's

• Fixed Price Plus plans – for a few pounds extra each month customers can opt to fix the price of their broadband for the duration of their contract. Once out of contract, for those customers who joined us before 12 August 2024, your broadband plan will continue to be subject to the variable Consumer Price Index (CPI). For those customers who joined us between 12 August 2024 and 15 November 2025, your broadband plan will continue to be subject to the annual price increase of £3. From 16 November 2025, your broadband plan will continue to be subject to the annual price increase of £4.

[mandisa1-TT]

It is part of Ofcom regulation that was set for all providers. We did send amended terms and conditions and you can also find them on our website.

[Funky-Gibbons]

@mandisa1-TT please do not try to justify this by blaming Ofcom, the regulation states "When new rules come into effect, they will prohibit providers from including inflation-linked or percentage-based price rise terms in new contracts." This is being carried out on customers that are now out of contract but still within their t&c's for the contract they entered into, not signing up to new contracts.

[KeithFrench]

Thanks for your kind comments about me @Funky-Gibbons 

[mandisa1-TT]

We are sorry you feel that way @Funky-Gibbons The price rise is in line with Ofcom regulation, it is Ofcom who have mandated that % rises offer no certainty over the increase to be applied and all ISPs are now required to increase by a fixed price. Because you’re out of contract and placed your last order before 12 August 2024, your annual price change is now a flat £4 instead of a CPI‑based increase. We’ve updated our terms and conditions because a fixed amount is clearer and easier to understand than the old CPI% approach.
We are sad to lose you and sincerely apologize for the experience you have had with the full fibre team, this is certainly not the kind of feedback we would like to hear from our customers.