When exactly to request next 6 months discount be applied?

[aolmum]

Hello. Hoping one of support team can give reassurance and indicate necessary timings re following.

Back in April, I eventually (other threads by me highlight the problems involved in doing so), was offered renewal upgrade by Retentions department (or whatever the latest incarnation of their name is), to FTTP with discounts that made it worthwhile remaining loyal to Talk Talk. The upgrade itself, in May, did not go smoothly, but that is not the purpose of this post, so I will not go into detail. Things did, thankfully, eventually get back on track, albeit one aspect of compensation was for some unknown reason not given on review, despite being promised.

So, to the point of this post. As well as the offer including a Fibre 150 discount that I can clearly see on my Billing page is being/is due to be applied until 19th May 2027, like @benny55 on:

thread https://community.talktalk.co.uk/t5/Billing/Confirmation-of-Contract-upgrade-agreement/m-p/3075717

another part of the offer from Retentions was for 24 months of half price discounts, to be applied in 6 month stages, and requiring me to request its renewal/re-application every 6 months.

@Arne-TalkTalk confirmed it was the case in benny55's thread, that this aspect of discount offer is genuine although it will not appear in any documents sent by Talk Talk, which is also my experience.

So, I am seeking:

(1) reassurance that the Retention department's notes on my file do indeed confirm that this additional discount, which is currently showing on my account as ending 19th November 2025, is to be renewed thereafter for the remainder of the 24 month, in 3 x 6 month intervals.

(2) in the hope of avoiding the undue stress and long phonecalls (difficult for me) that benny55 seems to have had when attempting to have their similar 6 monthly discount re-applied, confirmation of when exactly in my specific billing cycle do I  need to make the remaining 3 x 6 monthly requests for renewal/re-application of the discount, so that it is in effect applied without undue breaks and which department telephone number needs called to ensure reaching someone with authority/ability to carry this out.

Thanks, in anticipation, for assistance in, hopefully, putting my mind at ease that this somewhat awkward/cumbersome way of giving customers discounts will not cause me regrets in, albeit reluctantly, agreeing to it and will proceed as smoothly as the Retentions department initially implied it would.

[Mandisa-TT]

Hi @aolmum let us know if you still need assistance. 

[Gliwmaeden2]

@aolmum, they have had that system of reapplying certain discounts six monthly for many years.

These are exceptional discounts, not like just adding a discounted boost at the start of a contract. Most broadband service extra discounts, eg a free month, only last that month and then the contract reverts to the agreed minimum term discount. 

It's only if it's additional to the norm that it needs to be reapplied and it does need to be done at the right time for the system to give you the maximum benefit of the deal.

[amahle-TT]

We do apologize for any inconvenience caused, please do checks MyAccount tomorrow and let us know how it goes, thanks

[aolmum]

Belated thanks for your interest and comments @Gliwmaeden2 , although on this occasion, I feel you may have missed the point.  Like yourself, as an existing, long-standing customer (somtimes I think, too long), well experienced in the nuances of Talk Talk,  having re-contracted for 24 months back in April, with 2 concurrent discounts, albeit the 2nd of which needs re-applied every 6 months...........I should reasonably expect to find the process straightforward (even if it is annoying that such a process of reapplying is even necessary in first instance), and not, instead, be left totally frustrated. Thank you for your interest too @nambuso-TT .

Edited to summarise:

Discounts are very much appreciated, but their application process should be streamlined and not necessitate the customer having to make contact every 6 months to request part of discount be re-applied (especially if, like me, as someone who needs to use chat rather than telephone, getting to the right team/department, means firstly getting past chatbot and then, even when asking for loyalty/retentions directly at start, getting passed from pillar to post).

Anyhow, the frustrations continued today. Two hours on chat, in middle of which I received a "your Full Fibre is now live email", even though it has been since April). Anyhow, regarding the 2nd aspect of agreed discounts,  I think the first 6 months period that ended yesterday (19th), has been reapplied, but won't be certain until I check my account tomorrow, as apparently it is dated 21/11/25 to 20/5/26 (rather than the smooth, seamless 20/11/25 to 19/5/26 expected). Maybe the next request to reapply in 6 months time (on 20/5/26), will be a better experience, but I am not building my expectations up.

Only posting my experience on the forum pages, to alert/warn other customers who agree to "24 month discounts that need re-applied every 6 months", that it might be frustrating getting it sorted each time (as @benny55 also found in the past).

[nambuso-TT]

Hi there @aolmum. I am very sorry for your recent experience with TalkTalk. Please do let us know how it went and if they applied the credit.

[Gliwmaeden2]

They always say to call back when it's actually due, @aolmum, as each 6 months would run from that day. 

If you call earlier, you would have to have the current discount removed right now and reapplied for 6 months starting now, which would be out of kilter with the deal. 

It's like with renewals: they apply from that day. 

When you approach the end of a contract, your bill often includes days at the out of contract price because the billing cycle and contract dates don't usually coincide.

You can end up paying extra for one bill and it's refunded on the next if you renew.

It's always been the case that you need to call back on the exact day (even under the care of our previous support team). Nothing unusual in this case. 

[aolmum]

Update: 

It is not going smoothly. Similar experience therefore as benny55 had.

Over 85 minutes on chat and whilst the agents (4 or 5, I lost count, from different teams), can see the notes from April, no one could initially agree when I needed to ask for the re-application.

My October bill had arrived today (which covers period to near end of Nov), and as it stated it is higher as one of my discounts is ending (the first 6 months of 24 months, half price one, which ends 19th Nov), so I thought today (it being fresh to mind), would be a good time to make contact.

Anyhow, I went on chat to request the next 6 months be applied. What an awful experience, with the eventual end result being that I am to make contact again on 20th November for the next 6 months discount to be actioned and a credit to be applied for the period from 19th to 28th November (billed October). Will that go smoothly....who knows.

[mandisa1-TT]

When you contact them, please ask them to refer to notes on your account dated 18 April 2025 17:25, the agent left detailed notes the discount is to be renewed every 6 months. 

[mandisa1-TT]

Hey there @kanya-TT Looking at my colleagues last message he has re assured your first concern, however I am not sure if the discount will be renewed automatically or you will have to contact them once the discount has fell off so they can re-apply it again.

However this should not be an issue as they are already notes on the account stating the discount is to be applied. The current half price discount will end on 19/11/2025 I would advise please contact the customer loyalty team on this date and they will be able to add it again if it requires to be applied manually.

[Gliwmaeden2]

I'll re-escalate this, @aolmum, as it's been a week!

[aolmum]

Hopeful of reassurance and guidance soon, thanks.

[kanya-TT]

Hey there  @aolmum. We will investigate this for you.

Kanya