TV keeps stopping while watching it.

[Mazza12]

This might be the topic for this community.  My TV has been stopping and buffering for sometime and other problems, after complaining about the TV not working properly probably because of the WIFI.  I had to wait a few weeks and someone phoned me today to say I needed a new box.  I was told it would cost £9 for delivery, even though I didn't ask for the box.  I was told pay £5 I think a month for this box but then told I would get a discount of £2.50.  I asked repeatedly does that mean my monthly bill will go up and I was told no.  I spoke to the accounts department and they said the same thing.  I have now had an e-mail saying the delivery charge will be £9.99 and from 1st April I will be paying more but it does not say how much.  So fed up with TalkTalk.  Can anyone help??

[Karl-TalkTalk]

Hi

It will only mention on the email that the Hub is £5 per month, the discount is applied to your account by the Team directly, so this would not normally be mentioned on the auto generated email.

With regards to the price increase In April, this applies to all customers and you would normally be notified via your billing or in a separate email shortly before the increase.

Your monthly billing will not increase at this moment, but all customers will see the price increase from April.  Prices will increase each April in line with CPI.

Thanks  

Karl. 

[Mazza12]

Hi Karl   

Thanks for your reply, I was told by the two ladies I spoke to that the delivery charge I have to pay for the box would be £9.00.  On the e-mail I received it says £9.95 OK that is only a pound.  I was told the hub would cost £5.00 as you said and I would get £2.50 discount.  Again on the e-mail it says the hub will cost £5.00 no mention of the discount.  I now pay £27.27 and was told apart from the delivery charge the monthly payment would remain at £27.27.  Why am I now not getting the £2.50 discount and why didn't the lady in finance mention that the monthly cost would go up £3.00 a month from April 1st?  I only saw that also on the e-mail.  I look forward to your reply please.  I know this is not a lot of money but I am a pensioner and every extra costs are important to me.  

[Karl-TalkTalk]

Hi

The majority of providers increase prices in April each year, more info can be found at : https://community.talktalk.co.uk/t5/Articles/News-about-our-prices/ta-p/2204734

The charge for the rental of the TV box is £5 per month, and as you say, they have discounted this to £2.50 per month.

We cannot do anything about the price increase in April as this is across the industry and will be applied to all customers.

With regard to the TV Charge, you can return the TV box and have the TV Charge removed, if you wish to use or source your own smart TV for content.

Thanks  

Karl.