Being offered a service that TalkTalk cannot provide

[Unphased0]

My current 24 month contract with TalkTalk for Fibre 65 plus TV comes to an end on 30 March 2025. TalkTalk are advertising a full fibre 150 service and I want to sign up for this instead of renewing my present fibre 65 which is too slow to enable me to watch ultra HD (4K) TV because I get buffering. The issue I have is TalkTalk are advertising faster broadband products that I am keen to subscribe to, but, the faster service is dependent up on a superfast fibre network that I believe is not yet available for my post code. So although they are offering me the faster product they cannot fulfil the contract because the infrastructure isn't there. I feel this is unfair and goes against what Ofcom would describe as offering a contract that is misleading. Why should I commit to a further 24 months to a service that is not suitable for my needs and furthermore be forced to accept it because the service I really want cannot be provided even though they are offering it. If I don't renew I will be charged even higher subscription rates for a monthly rolling fee that will immediately increase to a higher rate in April 2025! I feel I should be allowed to wait for when the faster fibre is available at my current discounted rate and on a non-committal basis, ie, not tying in to a contract because its not my fault that the infrastructure is not yet in place. BT are responsible for installing the network and they have no information yet as to when the service will be available. Its a messy situation that involves several parties, none of which can currently fulfil a fibre 150 service. What is my legal situation on this?

[ferguson]

Which make/model of TalkTalk router do you have? If it has a built in modem it might be worth testing that just to see how the connection compares. 

[Unphased0]

Hi fr8ys,

Ok, I'll look at offers for data only.

My modem is connected directly from the open reach modem by ethernet cable. The modem then connects to a splitter box which connects the set-top box, PC and TV. WiFi is only used by mobile phones and laptops.

Thank you again.

[fr8ys]

A landline is the term for FTTC (fibre to the cabinet) with the copper line running into your home. It's a bundled facility, so, yes you need it, but don't have to use the phone.

FTTP (Fibre to the premises) utilise fibre all the way to the house and connects to a new ONT box inside the home. The Router then attaches to this. With this you can normally elect to have a VOIP phone which plugs into the router, or a Data only contract with no phone. This is the 150 contract.

The TV option works with both.

I'd recommend you log into your account, go to offers and upgrades, select no phone or data only in the questions and see what is offered. 

Please let us know if you get an offer and proceed, or if you wish staff to investigate your line.

Another question is how is your TV connected to the router? WiFi, direct or via powerlines? If the latter, are the lights on when it buffers.

If via WiFi, are other devices like a mobile, still connected or does this too lose a connection to the router?

[Unphased0]

Hi fr8ys,

The buffering issue is definitely present when watching Ultra HD TV. The buffering is irregular, sometimes 5 to 10 minutes before it occurs, other times up to 20 minutes but no real pattern to it. Only BBC offer the streaming in UHD so unable to test it on other channels unfortunately. The landline is clear, no noises, and its been checked several times in the history of the line but its always been reported back as having no issues.

I am using the TalkTalk UHD set top box hooked up to an LG 65 inch 4K TV. I don't use the TalkTalk modem but have a high end Asus modem.

Thank you for your help thus far.

Edit: I've often wondered whether our OpenReach broadband modem could have problems. Its quite old, now having been installed around 20 years ago if memory serves. Maybe that should be changed, I don't know.

[Unphased0]

Hi fr8ys, thank you for your reply. I have updated my details using the link you provided.

I have had a live chat with Ziyanda but we couldn't come to an agreement on the renewal. I've a transcript of the conversation if you want to see it. I don't think Ziyanda paid much attention to the fact I am being forced in to keeping the present fibre 65 plus TV. 

To be honest I would rather not keep my landline, we never use it for outgoing calls and only receive calls from a close family membr who could easily usea mobile instead. But I was under the impression that to use TV I had to have a landline? Is this correct?

[fr8ys]

Also for a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

[fr8ys]

Unfortunately there are no legal issues here for you.

The 150 product is generic advertising, not an offer to you.

65mps should be sufficient for 4k streaming. I could do so when I was on 65. The recommended speed to stream is a constant 25mps.

It may be that you have an issue you are unaware of on your line. If so then Staff here will check your line for you and report back.

Have you checked your offers and upgrades in my account? Ots worth checking occasionally to see if you can upgrade. Some higher speeds are only available as data only with no phone, so check the offers for both. You will be asked questions and then presented with what is available to you.

In the meantime, it's worth phoning and speaking to the loyalty team who hold the best deals, and should also be able to advise you on upgraded offers too.

Starting a new contract does not preclude you from upgrading part way through the contract. Doing so does not incur any breakage fees for example, you will only pay any increased monthly fee.

The phone lines are not open today, so check my account so you know what may or may not be available for when you do phone (if you need to).

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#

Hope this helps and in  the meantime I will escalate this thread for you for a line check.

If you use a phone could you confirm if the line is clear sounding or if you have any crackling on it please.

Thank you.