Upgraded to full fibre 150 so is my tarrif the same?

[Ashley64]

I've just upgraded to full fibre 150 for free but I cant find out how much I will be paying monthly from now on. Before I was on fibre 65 with a phone boost package for an eye watering £58 a month so will I still be paying that? My wife likes to use our retro landline phone. Do I still have to pay the £19 extra to use the old phone? It now uses digital voice when plugged into the new router. 

[Arne-TalkTalk]

Your package has now been updated in My Account. 

[Gliwmaeden2]

I am leaving it to the support team to confirm  / clarify. 

There is no harm in offering the customer reassurance.

There is nothing very unusual about the slow updating of the account, @Ashley64.

[ferguson]

@Gliwmaeden2 

As you said yourself earlier, best not to speculate and leave it to the support team. 

[Gliwmaeden2]

It often takes a while for them to update the account aspect, @Ashley64. Days and weeks, sometimes. 

[ferguson]

OK, that's cleared that up! Looks like a mismatch on My Account itself. 

[Ashley64]

@Arne-TalkTalk Hi, the new router was installed on Tuesday although they did leave my old router connected. I removed that yesterday and set up the new wifi connection myself. So as of last night I'm now on full fibre 150. I just looked at my account and it still says I'm on fibre 65. I've checked my speeds and it's around 146. 

[ferguson]

@Ashley64 

I would concentrate on the reply from Arne, who works for TalkTalk. When and how did you upgrade, it seems that it may not have gone through? 

[Ashley64]

Hi Billx,

it all started with a text saying i was eligible for free installation of full fibre 150 but no mention of tarrifs or any emails about it. Maybe that will come later? 

[Ashley64]

Hi,

the new router was installed on Tuesday. 

[Arne-TalkTalk]

HI Ashley64

When did you upgrade?  

Your account still shows Fibre 65

[ferguson]

@Billx 

I am not sure more information or further discussion is required, the poster has asked a couple of billing questions which can only really be answered by the support team. 

[Billx]

I am just getting some more information, to progress the discussion.

[Gliwmaeden2]

@Billx, your circumstances are not the same as the OP's.

Please don't speculate, as the customer needs a properly informed reply from staff.

Posting on another customer's thread without the detailed background information required just holds up its progress in the queue for attention. 

[Billx]

I used to have Part-fibre 65, which was labelled as Fibre 65. It included telephone use.

I upgraded to Full Fibre 65, which was then labelled 'Fibre 65 VoIP', the VOIP meaning it included telephone use.

Haven't you been sent new contract documents via email, detailing the new arrangement?

Bill

[Ashley64]

Thank you for replying. I also had the £3 anonymous call blocker. 
looks like the tariff will be much the same although the package is still labelled as fibre 65 and not full fibre 150. 

[Gliwmaeden2]

@Ashley64, the phone boost has never been more than £16.00 and can often be applied at a discounted price. 

The line itself isn't charged separately with Fibre 65, and is not charged separately for VOIP, but if you were out of your minimum term contract, the broadband would be charged at full price. Without a boost, ordinary landline calls are @ 24p per minute, so if you use the phone a lot, it soon mounts up.

If it was a "free upgrade" the price would usually simply carry on as is, but if you are out of contract, check the details of what you are paying for already: voicemail? TV etc. Do you need them all?

Call 03451 720088 [9am - closes 7pm] or use Chat [daytime till 9pm] to speak to the Loyalty team and set up a new contract.