Neighbour paying too much

[Weevie]

OK This is going to get complex

Yesterday evening - we had a unexpected visitor - a man with an EE badge -trying to get us to sign up for EE/BT Full fibre - He told me that I could leave TT for ZERO fee - I told him that I was happy with my present provider .. He left, but went next door where he tried the same ruse.

This morning - my elderly neighbour told me that she was concerned that she didn't accept his offer

I told her that when the time came to upgrade - TT would "deal with it all" - assuming that she wants to stay with TT..

This EE/BT chap was telling her that she had to hurry  up and make a decision !!

She is currently paying TT at least £50 for,  presumably a 36Mb line (I can't imagine otherwise) - with no calls included - Which appears to be a TT rip off - and presumably she has never queried - just annual increases !!

I pay £33 including unlimited calls with a 67Mb line - actually connects at 80Mbps

Is there anything that can be done to help my elderly neighbour ?

Incidentally - the salesman reckoned that EE/BT would offer me a 150Mb FTTP connection with unlimited calls for £30 !

[nomfezeko-TT]

No problem, should there be anything else you need clarity with, please feel welcome to reach out. 

-Fez. 

[Billx]

Very good, @nomfezeko-TT 

The Better Value team is the Loyalty team, just an additional name.

That's what I was trying to draw from @kanya-TT initially, above.

Thanks

EDIT: It looks like it was @sabelo-TT who led us astray with his 'HomeMove' idea.

Bill

[nomfezeko-TT]

Please be advised that the Better Value team is synonymous with the Loyalty team. If you are seeking better deals or upgrades, you should reach out to this specific team. For any issues related to understanding your bill, please contact the Customer Service team.

Kindly specify the assistance you require, and I will direct you accordingly. If you have any additional questions, please initiate a new thread, and I will be happy to assist you further. Thank you.

-Fez. 😇

[Billx]

Exactly, @nomfezeko-TT , So where does this new 3rd team, the 'Better Value team' come in?

Is it another name for the 'Loyalty team'?

Bill

[nomfezeko-TT]

The Home Move team assists customers who are relocating to a new address and need to transfer their TalkTalk services. Meanwhile, the Loyalty team focuses on retaining existing clients and ensuring their continued satisfaction with our services.

-Fez. 

[Billx]

@nomfezeko-TT 

The third name that @sabelo-TT mentioned is 'HomeMove', which I think has nothing to do with retaining clients.

EDIT: If you are saying that the 'Better Value team' is the 'HomeMove team', that's fair enough, but the person that the OP is talking about, does not intend to move home.

Bill

[nomfezeko-TT]

Could you please tell us the third name so we can be able to help you with this. 

-Fez. 

[Billx]

So, there seems to be a 3rd name/team

So, which is the team dealing with retaining TalkTalk's clients,

and which is the team dealing with HomeMove issues?

Bill

[sabelo-TT]

@Billx, it's the same department but different teams as one deals with retaining our clients and the other deals with HomeMove issues. 🙂 

[Billx]

Hi, @kanya-TT 

Are the  'Loyalty team' and the 'Better Value team' the same team with 2 different names, or 2 different teams?

Bill

[kanya-TT]

Hey there, Weevie. Thank you for reaching out to the community. What your Neighbor can do is to get in contact with our Better Value team. This team has the ability to renegotiate your neighbor's contract wherewith she can have a much better deal according to her needs. She can either ring in or use our Web chat services on the details below. 

OPERATING HOURS 

03451720088 |How to contact TalkTalk Broadband

Web Messaging:  Monday to Friday: 9am - 7pm | Saturday: 9am - 6pm

Customer service:  Monday to Friday: 9am - 7pm | Saturday: 9am - 6pm

Kanya

[fr8ys]

It sounds like your neighbour is out of contract and prices reverted to the standard charge once ended. They may be paying for call boosts and TV which affects costs.

Pricing and negotiations cannot be done over the forum. They will need tó phone the loyalty team to negotiate a new contract.

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#