on 16-03-2022 08:16 PM
I have suddenly discovered that my Faster Fibre package with speed boost was changed to Fibre 35.
I logged in to my account and under track order i saw the following:
I have not placed any orders and have no confirmation of any order being placed!
How is this possible?
on 23-03-2022 02:01 PM
on 23-03-2022 01:26 PM
Some background below.
My contract was coming to an end on the 13th April and I did receive an email regarding extending (on the 11th March) however I did NOT click on any links in that email because my intention was to switch providers when my contract expired.
On the 16th after discovering my contract was extended, without my consent or any kind of notification, I posted here and then i phoned talk talk on the 17th to find out what happened.
Speaking with a consultant I was told that "my package was automatically upgraded since i was on an old obsolete package and there has been upgrades in the area".
I am not sure how switching me to a new package with a lower speed is an upgrade! (I was on faster fibre with speed boost package - 80/20 Mbps speeds). Also this "upgrade" is kind of coincidental with my contract expiring!?
Anyways in that same call I was offered to be switched to the higher speed package, which i declined and said i will be switching providers.
After the call I then immediately requested a switch with my new provider, hence the continuation on this post is after my switch request.
I want to express my concern (don't think anyone will even consider it but anyway) regarding these "automatic upgrades" without customer consent or any sort of communication/information and I have to ask how can this be legal?
on 19-03-2022 01:46 PM
Your package shouldn't be changed without your consent.
One thought that springs to mind is that you may have accidentally clicked a link in an email or an offer in My Account area?
Whatever the case, I think the best thing to do would be to contact the loyalty team on 0345 172 0088 or via live chat here: Our live chat team - TalkTalk Help & Support to get it sorted.
If, as Arne says, another provider has now asked to take over the line, then I would be contacting them even more urgently to get that stopped and work out what's going on.
on 18-03-2022 02:27 PM