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]

Hi Billx

Obviously the Autosign document in My Account regarding the speeds are wrong

Did you receive the Autosign document when you renewed, the account shows it was sent on the 7th to a @gmail account does it show the same information? 

There is an open complaint and a complaint manager will call you to discuss and resolve this.