I Upgraded my service , But TalkTalk Downgraded my service. Why?

[Billx]

I Upgraded my service with a 2-year fixed-price+ contract, But TalkTalk Downgraded my service. Why?

There was no change in the main broadband package, just a little upgrade in the attached VOIP service.

The main condition in the pre-renewal contract was:

'You can look forward to an estimated download speed between 70.0 Mbps and 78.0 Mbps with a minimum guaranteed download speed of 55.0 Mbps and upload speed of 20.0 Mbps'.

The main condition in the renewed contract is:

You can look forward to an estimated download speed between 36.00 Mbps and 37.00 Mbps with a minimum guaranteed download speed of 35.00 Mbps and upload speed of 7.00 Mbps

Within MyAccount, it reports a minimum guaranteed download speed of only 4 Mbps. Why?

I started the change, a couple of days before 7/4/2024, and the change happened on the 7/4/2024

I have still not received an email, reporting the new arrangement, but does show in MyAccount.

I have spoken to the BOT. And I was told via the BOT that they are raising a complaint.

I am not sure what 'raising a complaint' is. But that is the current position.

Bill

[Arne-TalkTalk]

You have an open complaint, its with the complaint team so we on the community cannot interfere.

[Billx]

Hi @Arne-TalkTalk 

Aren't you there today?

I was hoping you might answer my question.

Bill

[Billx]

Just a little repeat.

I have issued more than one request, that future communication be directed to the CEO. I have still not received any email from the Case Managers or the CEO, confirming that my emails are being received by the CEO's people. So, is there a date of when my first email reached the CEO's people, within the notes?

Bill

[Billx]

Hi, @Arne-TalkTalk 

By the way, I have issued more than one request, that future communication be directed to the CEO. I have still not received any email from the Case Managers or the CEO, confirming that my emails are being received by the CEO's people. So, is there a date of when my first email reached the CEO's people?

Thanks.

Bill

[Billx]

Thanks. @Arne-TalkTalk 

Bill

[Arne-TalkTalk]

I can see your latest reply , FYI You have emailed our CEO this will be passed to a team to deal with, any response you get to your email will be on behalf of the CEO. 

[Billx]

No, no deadlock letter. But sometimes the case managers might add interesting notes.

Thanks

Bill

[Arne-TalkTalk]

Have you received a deadlock letter? 

[Billx]

Yes it is still with the complaints team. Thanks @Gliwmaeden2 

Bill

[Gliwmaeden2]

If this is with the Complaints team, @Billx, staff hands are somewhat tied, but I'll re-escalate this for you in case they can make headway.....

[Billx]

Nothing has been resolved yet.

Any indications in the notes?

Bill

[Billx]

Thanks, @Arne-TalkTalk 

Bill

[Arne-TalkTalk]

Next callback is booked 21st 

[Billx]

Nothing was resolved in that call. There was very  little substance.

Any more call backs or other indications?

Bill

[Arne-TalkTalk]

Notes show you where called at 12:23

[Billx]

@Arne-TalkTalk 

It's 12 o'clock. No call back.

It doesn't look like that those records in the 'notes' are worth very much.

Bill

[Billx]

@Arne-TalkTalk 

Are these call back bookings kept to themselves. IE the Case Managers?

Because I haven't received a short message, and never in the past, that there might be a call back.

By the way, its past 11 o'clock. No call back.

Bill

[Arne-TalkTalk]

Hi Billx 

Notes show a callback is booked for today 14th after 10am.

[Billx]

Well, I've been able to establish some sort of communication with the Case Managers. I don't know if it's the same thing as Head Office, even though they both use the same address, Salford, in the north. There's an email link currently. But mostly, it's one-way traffic from myself to them. I've had the odd email from the Case Manager.

On 24/05/2024, the Case Manager sent me a text on my wife's mobile phone. I don't remember what the text was exactly for, maybe to set up a 'call back' appointment. Anyway, I ignored that text, as they had been told not to use my wife's mobile phone, for this purpose. I promptly removed it from 'MyAccount'. Soon after the text, on the same day, the Case Manager sent a non-reply-able email, saying that they are thinking of closing down my complaint case and winding up the case within 28 days, as they are not able to get in touch with me. Well they were and they are able, they have a direct line to me via my TalkTalk telephone number, displayed in good-sized letters, at the top of the first page and most other pages of 'MyAccount'. Just saying, even though they are Case Managers, they are still not responsive, saying some platitudes, and not answering the question which needs to answered. What's to be done?

Is it possible to check on your side,  @Arne-TalkTalk, what's the latest in my notes? And what is their intention?

Bill

[Billx]

No call back on 01.05.24.

But now it's 01.06.24,

No call back yet.

Bill