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]

Thanks for the update, Glad to read that its sorted now. 

[Billx]

I am glad to report that the original complaint has been happily and completely resolved.

It has taken over 6 months of pointless communication.

Over these 6 months, I have received 2 months of free broadband service.

I have still got that free handout, after I begged TalkTalk to it take back.

Anyway it is a very happy ending.

Bill

[Billx]

@Arne-TalkTalk 

I had never been sent a deadlock via Letter.

No deadlock letter has been resent since you last commented.

There has been one complaint since the beginning.

Bill

[Arne-TalkTalk]

Ive asked for it to be resent. 

[Billx]

I don't have a new complaint. It is the same complaint.

It's just that the The Complaints Team keep changing their reference handles (for no reason).

And there must be a dream somewhere, if it says that there was a deadlock on 5th June.

Bill

[Arne-TalkTalk]

Deadlock was issued 5th June.  The fact still remains that you have another open complaint which is about he same issues, we cannot help you,  an open complaint means its out of our hands.

I have requested the deadlock to be resent. 

[Billx]

I have never been sent a deadlock via Letter.

The last email I was sent was not in June, but in July, on the 24th July, by a certain Complaints Manager (not Case Manager), called Marilyn, who like a bull in a china shop, rammed me with a £70 gift on the 9th of July, in order for me to stop bothering her.

Part of her email was the following:

---

I understand that you have asked for the rewriting of these documents, unfortunately that isn't something I can offer. We have a process that needs to be followed for this, which I have advised to yourself.
However I understand that you disagree with this, and do not wish me to persue this further.
At this stage the resolution I have offered is the final resolution we can offer on this for you.
As you have now stated that you do not agree with this, and that you have asked for escalation to CEO I will now refer this to our team in TalkTalk to examine, if they find it necessary to they will then place it into a Alternative Dispute Resolution process. 
​​​​​​​Due to the length of your complaint you will have already received an ADR letter that will explain this to you in further depth.
Our higher team will aim to respond to this within five working days. 
Unless directed to by this team, I will make no further contact with you in regard to this complaint.
Best Wishes 
Marilyn

---

As you can see, she mentioned something about a 'higher team that would aim to respond to this, within five working days.'

This has not happened.

I have offered an alternative resolution. No response again.

There has been a lot of communication via email and telephone, mainly initiated by me, but no resolution.

My last communication has been by telephone on the 7th of October, to a certain other Complaints Manager, who took all my points and accepted all my points. She agreed to escalate this to the CEO's Office.

Does this agree with the notes?

Yours truly,

Bill

[Arne-TalkTalk]

Deadlocks are Usually sent via Letter so you can send it to CISAS, your complaint was responded to via Email.

[Billx]

Hi, @Arne-TalkTalk 

No, it was not explained to to me. In June? That's a long time ago.

Why do you use the passive form? Someone explained to to me? Please tell me who explained it to me.

In an email? In a telephone call? In this community?

No, I did not receive anything explaining this.

And no, there has not been a deadlock letter.

Yours truly,

Bill

[Arne-TalkTalk]

So issue with the autosign documents showing minimum speeds for a slower package (fibre 35),  this was explained to you in June in an email that the documents cannot be amended and resent and then was deadlocked,  Did you receive this ? 

[Billx]

Let me repeat the original issue of 10th of April 2024:

---

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.

---

The original issue stands.

The Complaints Team have done zero, zilch, nothing, absolutely not anything.

So, this becomes now a new super complaint.

Bill

[Billx]

Hey, Support Team.

What's currently showing, as regards the Complaints Team, in my notes?

An answer would be welcome.

Bill

[Billx]

Hello, @Arne-TalkTalk 

Bill

[Billx]

@Arne-TalkTalk 

You said on ‎29-08-2024 12:52 PM

'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.'

That appears not to have been accurate.

I emailed TalkTalk on the 20/08/2024 using their email address, concerns@talktalkplc.com

with a 'FOR THE ATTENTION OF: Susie Buckridge – CEO, TalkTalk'

Unfortunately I was filtered to a certain person at 'TalkTalk Customer Relations Department', and not to the CEO's office.

I wasn't aware of that, at the time.

Each time I replied to the person at 'TalkTalk Customer Relations Department', he replied with the inclusion of,

'I have now updated your complaint for you and have passed your details to a complaints manager who will be in contact within 72 hours.'. Over the 2 or 3 weeks I was in contact with him,, neither a complaints manager nor a non-complaints manager was in contact with me.

So it turns out that my email of 20/08/2024 was not forwarded to the CEO's office, but to a sub-department of the Complaints Team.

And after lots of humming and harring, I am still with the Complaints Team.

Can you please do a new check, what's currently showing?

Thank you,

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.