Trying to obtain price for continuing contract

[Weevie]

I am trying to find out what TT are going to try to charge me  for continuing my contract at renewal (in two months) but am unable to speak on the phone (disabled) - so I tried LIVE CHAT - first question "Please type the mobile number registered to your TalkTalk account without any spaces ?"

My answer "n/a" (I am not interested in mobiles - just an internet connection.)

BOT ..."That doesn't look quite right. Let's try again..."

Me "human please"

and so it went on for the next ten minutes

I WAS UNABLE TO RAISE A HUMAN

I am currently paying £27 including unlimited calls.

The reason for this early quote request is that TT business can offer me what I have now with TT residential for £31.99. FTTP is not yet available - so it's got to be FTTC 65Mbps with unlimited calls package.

Alternatively I can get a local FTTP - 450Mbps at £35 with calls at £4

Unbelievably - I would prefer to remain with the devil you know - TT residential - but not if I am unable to even get a decent price......

[Arne-TalkTalk]

OK so that's the latest promotion running for FFTP 150,  Once the order that is open on your account goes through, you will be able to place and an order if you want too. 

[ferguson]

I'm not "admitting" anything, I am just a customer, same as you! It is not an "upgrade" offer, it is merely stating on the main sales page that where available new customers can get FTTP 150 for the same price as FTTC 65. 

[Weevie]

@ferguson 

You aren't admitting that TT is offering existing customers a worse deal than new customers are you?

This deal does not state "new customers only", therefore must be open. to ALL customers.

How could "new customers" be upgraded anyway?

From what?

Besides - my account does not let see any upgrades

It says "We’re sorry, we can’t show you any new offers right now because you have an order in progress. Please come back once your order has completed to see what’s available." 

[ferguson]

@Weevie 

That is clearly a generic promo aimed at new customers. Did you click on the link alongside "Already a TalkTalk customer?"

[Weevie]

@Arne-TalkTalk 

It wasn't an email - it was from TT's website !!

https://www.talktalk.co.uk/

take a look yourself

[Arne-TalkTalk]

That email has nothing to do with your discussion you had about renewing your contract.   Your service will not end on the 12th the renewal order is still being worked on. 

I have no idea if that offer still applies, when was that sent to you ?

[Weevie]

@Arne-TalkTalk

FTTP is available to me now AND I assume that TT's offer to upgrade for free (from 65Mb (FTTC) to 150Mb(FTTP)) still applies ?

ps I am having trouble getting an image to remain visable....

Could you please confirm that my account has been sorted - because on 12 Nov - I don't want to lose my connection or call boost at £7
double speed

[Arne-TalkTalk]

The order was to renew the fibre 65 package, there  is no mention of a FTTP upgrade

[Weevie]

@Arne-TalkTalk 

Could you please also confirm that the free upgrade to 150Mb connection (presumably FTTP) will apply ?

At the moment - I am on 65Mb FTTC !

[Arne-TalkTalk]

Hi @Weevie

I have found your renewal order it has become stuck, So ive ask the network team to progress this for you.  

I'll check back in the next 24 hours.

[Weevie]

@Arne-TalkTalkThanks - you are a star

it does say that I should be able to connect at "DOUBLE SPEED" at no extra cost

This, means that since I currently connect at 65Mb - I will be entitled to a free upgrade to 150Mb - even if that needs a new FTTP connection.
double speed

[Arne-TalkTalk]

Leave this with me ill see what I can find

[Weevie]

@Arne-TalkTalk 

I would assume that I would be more likely to get a better deal -  if I sit back on 65Mb FTTC and wait to be asked to upgrade to FTTP ?

[Weevie]

@Arne-TalkTalk 

live dateAs far as I am aware - my contract continues as the previous 22 years - ie) unchanged -(Except for price)

Here is what "my account" shows.

image attached

If the offer was not applied by the agent who I had an email chat with - what happens on 12/11 ?

[Arne-TalkTalk]

@Weevie  that is the standard end of contract email, The offer that you where given by the CEO agent was not applied from your previous posts I was under the impression that you had re-contracted

[Weevie]

@Arne-TalkTalk 

Arne,

Nobody is going to phone me

Here is the email received

As your Fibre 65 contract, which includes broadband and line rental, priced £20.00 per month, ends on 12 November 2024, we’d like to present your options. You also have boost discounts ending soon which are detailed below. As part of our commitment to Fairer Broadband for all our customers, we’ve highlighted these potential next steps for you below, along with instructions on how you can take out these offers should you wish.

The first option is to continue with your current service which includes Fixed Price Plus¹ so you'll continue to pay £20.00 per month. Your monthly price will rise each April in line with Consumer Price Index (CPI) rate of inflation. You don't have to do anything. You'll then be out of contract, giving you the freedom to upgrade whenever it suits you.

The second option available to you is upgrading to one of our faster products, such as Fibre 500 VoIP, at a monthly cost of £37.00 per month for 24 months. With this plan, you can enjoy average download speeds of 525Mb/s. Your monthly price will rise each April by £3. £4.95 P&P may apply*. Call 0800 458 6114 to order now.

The third option available for you is to move onto a new, matching Fibre 65 contract for £28.00 per month for another 24 months, with this plan, you can enjoy average download speeds of 67Mb/s. Your monthly price will rise each April by £3. To learn more about this offer, click here to order now.

Some or all of your boost discounts are also due to end. Your Unlimited UK Calls Boost £7.00 discount is due to end on 12/11/24 which will then cost £14.00 per month. For more information, please visit My Account.

This tells me that if I wanted to continue at £20 per month - I could have done

instead, I had agreed to a £24 per month + £7 unlimited calls package - which I guess overall is similar price

What difference would an FTTP 67Mb/s connection be to my current 67Mb/s FTTC connection ?

[Arne-TalkTalk]

@Weevie Did the CEO agent state they where going to contact you back on the 11tth?  As Gliwmaeden2 mentions contracts usually start immediately.

[Gliwmaeden2]

@Weevie, the new contract would normally start the day it's agreed, so overrides the end date of the previous one.

Can you take a look in My Account  / contract emails to double check what it says there?

Regarding the offer of the upgrade to Full Fibre, this has probably only just become available as an option.

It's worth taking them up on it if it's all to be at the same price you'd agreed, and if it's at a convenient time for you to fit it into your schedule. It's a new installation. 

This would probably be the cheapest way to get it done, while the offer is available. 

[Weevie]

To confuse matters - a month after agreeing  to re-contracting to FTTC - My new contract starts on 12 Nov....

I have received an email from TT asking me  if I want to upgrade to a FTTP line.

I don't know why  - unless its a different department in TT ?

[Arne-TalkTalk]

Thanks for the update, glad its sorted.