Fixed Price Plus (FPP)

[davethurston]

Hi TT,

Like a lot of customers on this blog, I have also been informed of a £4 pm increase in the cost of my FPP service. I am not a solicitor.

I originally joined TT  pre-2007.

I recontracted for fttp in Dec 2022 with a minimum 18 month term. I offered consideration (£) and you accepted my offer.

I paid a premium to get the Fixed PricePlus promotion that TT were offering at that time, to have future cost increases limited to just CPI, for  EVER (your words)..... I have paid(and am still paying) this premium, for which you now appear to be refusing to deliver as part of the agreed terms.  In which case, why have you been charging me the premium?

I am now beyond my minimum term commitment and have not recontracted - existing contract is more beneficial to me.

HOWEVER, I must point out that I AM STILL IN Contract. My contract with TT was to pay agreed monthly sums (for an indefinite term) in return for which TT would provide a service. A lot of your customers are accepting the statement that you make, that they are "out of contract" when in reality they are simply beyond the minimum term commitment. If I decided to stop paying tomorrow, you would be quick to point out that I am still in contract until I have given you notice to that effect and the 30 day notice period has passed.

When the contract was due for price review in April 2025( ie after the 18 month minimum term period had expired) you initially tried to increase the cost in line with cpi+some %. You then backtracked, saying "Sorry, generic email sent out in error" and agreed to charge just the FixedPricePlus cpi increase. 12 months later, April 2026, everything's changed?

I have NOT requested that our contract be terminated. Neither has TT. I continue to uphold my side of that contract ie to pay the money agreed in the contract, subject to the then agreed Ts and Cs.

Just because I am beyond the 18 month minimum term of the contract does not mean that I have terminated our contract. Our contract only terminates (subject to agreed conditions) when I or TT request it. I do not wish to sign a new contract under less advantageous terms.

I agreed Ts and Cs at the start of the contract. Which contract still exists. One party to a contract cannot simply change the Ts and Cs applicable to a contract just because it suits their purpose. Or maybe TT can simply change a material term (such as cost) because there is a clause tucked away somewhere in the agreement, which allows them to do so?

And please don't suggest that TT have to do this because of the latest Ofcom rules. Ofcom and TT cannot simply overturn the basis of contractual English law.

Or TT can simply renege on their contract and cancel it.

In an effort to be helpful, I enclose TT exact words on FixedPricePlus:

Introducing Fixed Price Plus

With Fixed Price Plus, you’ll never have to worry about mid-contract price rises. Plus, once your contract ends, your monthly bill will never rise above the annual rate of inflation, ever. Available as an optional extra on all our Full Fibre and standard fibre plans

What is TalkTalk Fixed Price Plus?
TalkTalk Fixed Price Plus is an extension of TalkTalk’s fixed price guarantee. The regular guarantee provides an assurance that there will be no mid-contract price rises. This applies to all broadband deals. Fixed Price Plus takes this a step further, guaranteeing that once the contract expires the price will still not increase beyond the annual rate of inflation
Fixed Price Plus is available as standard on Fibre 150 plans (and above). On other plans, it can be added for a small additional monthly fee.

I wonder if a trip down to citizens advice to discuss Breach of Contract would be useful.

How much do they say "keeping an existing customer" is worth, compared to the cost/effort of winning a new one?

[davethurston]

I stand corrected. Ofcom can and do  insist that TT change the terms of agreed annual price increases for  their existing customers with % or inflation linked contracts.

They do not however prescribe the actual monetary increase that must be applied. That is left to the supplier but Ofcom has comments in GC9.6 about increases to the "material detriment" of the customer.

[Philile-TT]

@ferguson thank you for the support. 

[ferguson]

@benny55 

And if you want to continue on this subject, then please do start your own topic.

[ferguson]

TalkTalk assure us that a new customer service system will be in place. Let's see what happens indeed.  

[benny55]

WOW.

Having been a customer of more than 20 years, I have discovered the only source of rational dialogue was via this forum.

The prospect of continuing and relying solely on 'on-line chats/telephone conversations' quite frankly scares me.

I have always struggled and rarely managed to get any satisfaction/resolutions via the latter.

My current contract has 6 months to run so I shall see what happens then.

[ferguson]

No, you have it right. TalkTalk staff will no longer be here to assist. But the rest of us can continue to offer advice which may help in many cases. 

[Gliwmaeden2]

@benny55, there is a "sticky" post at the top of every message board and also mention is made of this in the Community Stars' signatures.

So yes, this will be effective from 29th March (actually Saturday 28th, as there have not been staff on usually at weekends at all).

Any other questions, please do return to the message board and click on start a topic to begin your own thread. 

[benny55]

@ferguson

Forgive me for intruding on this post but what you’ve stated suggests that the support previously offered by TT personnel on this forum will cease as of the end of the month.

Have I got that wrong? In which case I apologise.

[ferguson]

@Thabile-TT  no problem.

[Thabile-TT]

@ferguson thanks for the support.

[ferguson]

@davethurston 

You are unlikely to make any progress here. The support team are clearly advising you as best they can, but they can't change the situation. I suggest you raise a formal complaint, see the link at the bottom of the page. 

[Thabile-TT]

Thank you for your response. Please be aware that even if you are not prepared to make any changes, you can still reach out to us and consult with an advisor regarding your package options. Should it occur that the discount previously offered is still available, they can verify this, and you may potentially receive it.

[davethurston]

Hi Thabile

Thanks for your update.  I agree early termination fees do not apply but suggest that mentioning them in this situation is a distraction.

I specifically do not want to explore new options (at extra cost), I simply want to continue our existing contract according to your terms agreed on signature Dec 2022.

Help appreciated.

oh , and belated thanks to @ferguson  for comment. Sorry, forgot to mention.

[Thabile-TT]

I acknowledge that you are currently receiving service from TalkTalk and are making payments for it. My intention was to emphasize, for example, that there are no early termination fees should you decide to cancel. Furthermore you are now eligible to renew your service and explore potentially improved options.

[davethurston]

Hi Thabile, Thanks for your response. I suspect you may be misinterpreting some details.

Contrary to your comment that I am no longer under commitment, the reality is YES I am still under commitement, otherwise why else do TT keep on providing the service?

And TT did NOT discount the cost of the service, they actually charged a PREMIUM for the product.

But thanks for your comments.

[Thabile-TT]

I have reviewed your account and can confirm that you are no longer under commitment. I understand your concerns however, certain discounts can only be offered for the duration of the contract. This is the reason that when you approach the expiration date of your contract, you may contact us to inquire about the available renewal options. If you wish to discuss this further I recommend you can speak to our specialist team for package options , contact details below

03451720088

Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed
Chat - Monday - Friday 8am - 9pm ; Saturday 8am - 7pm ; Sunday - 9am - 7pm
In App - Mon - Sunday: 9am - 6pm

[davethurston]

i enclose your contract conditions which were part of our agreement signed Dec 2022.

Clause 2 details specifically how you can increase costs.

[Thabile-TT]

Hi there @davethurston sorry about this let me look at your account to see the contract status.

[ferguson]

For what it's worth I agree with you, good luck!