Impossible to renew contract, so is this good bye TalkTalk?

[fillfeeley]

I have tried to renew my TalkTalk fttp package using the phone number on the email sent to me by TalkTalk, only to be told I had called the wrong department.  After being transferred around the company for 45 minutes the call was just ended.  Response to a Facebook post was to use live chat, but no clue as to where to find it (I can't!).  The result is that unless I can find something soon, I shall just cancel my package, use an inferior phone line connection for a couple of months, and then sign up to a company that does want to keep customers on fttp.

[Arne-TalkTalk]

Hi @fillfeeley 

Sorry that you are having problems. 

I will see if I can arrange the FTTP loyalty team to contact you to sort this out.

Would you also PM me the chat transcript from earlier so I can try to understand what information the agent was giving you. 

Thank you.

[ferguson]

No worries and I understand your misgivings,  but given that we now have the full facts I am confident that this can be sorted. 

[fillfeeley]

Thanks, but understand that I won't be holding my breath given their track record!

[ferguson]

OK, I totally understand your frustration. The support team here cannot get directly involved in renewals, but in the circumstances I will ask if they can arrange a callback for you from someone who can match the terms of the offer which has been clearly made to you. Bear in mind that they won't be back online until Monday though. 

[fillfeeley]

That's where the saga began.  The number is to a team that can't deal with full fibre, which resulted in me being bounced around TalkTalk until they ended the call (deliberately or accidentally).

In the email it all seems straight forward. It seems that the left hand doesn't know, or understand, what the right hand is doing.

[ferguson]

OK, thanks, that seems straightforward enough! Have you tried calling that number again?

[fillfeeley]

"

Now that you’re coming towards the end of your Fibre 150 Data Only contract which includes broadband on 27 April 2023, which costs you £32.00 per month, we want to highlight some of the options available to you going forward. As part of our commitment to Fairer Broadband for all of our customers, we’ve highlighted these potential next steps for you below, along with instructions on how you can take out these offers should you wish.

The first option available for you is that you can stay on your existing service and automatically move to £32.00 per month*. You don’t have to do anything at all, just sit back and enjoy your great value connection whilst we handle everything else. You’ll be then out of contract with maximum flexibility to upgrade with us any time you like.

The second option available for you is to move onto a new, matching Fibre 150 Data Only contract for £28.00 per month for another 18 months, average download speeds of 152Mb/s and a £50 Gift Card. Call 0800 458 6114 to order now.

[ferguson]

OK, could you post what the offers were, either by copy and paste, or with a screenshot, making sure that any of your personal details are removed? 

[fillfeeley]

Yes. It was to remind me that my contract  is about to expire and give the renewal options.

[ferguson]

Ah, OK, was this a recent email?

[fillfeeley]

Nope.  As I said to the agent in the chat, I had never heard of giftcloud.com or a voucher code until she mentioned it.  All I know is that she was adamant that I couldn't take up the new contract that they had offered by email unless I had this voucher code. The agent couldn't explain how the two were linked, I can only assume that her script demanded that she asked the question.

[ferguson]

Well I am stumped now, you weren't asking for a previous voucher code to be applied now, were you? 

[fillfeeley]

I managed to reconnect the chat and continue, despite the fact that I had to reload it every five minutes or so as it errored. Upshot is, that I can't go to a new contract because I didn't get a voucher code when I first moved to full fibre 18 months ago. (I have the chat transcript to support this.) How a missing voucher code that I didn't know I should have had 18 months ago impacts on setting up a new contract I don't know. All this does is confirm my original statement that TalkTalk really don't want to keep customers.

[ferguson]

Did you select the "thinking of leaving us" option from those available? Equally, state that when asked if you call. 

[fillfeeley]

The problem with finding chat was due to an ad blocker that removed the button.  Why does this only happen with TalkTalk?  Every other site I have used chat on has been fine.

Having tried online chat, it has confirmed my belief that TalkTalk does not want to retain customers as I have had the same experience as when I phone, ie, bounced between teams and then disconnected without getting to anyone who can actually do a renewal.

[Arne-TalkTalk]

Hi fillfeeley 

Sorry that you are having problems

The best option would be to call the loyalty team on 03451720088 The will be able to see what options are available

Sorry for any inconvenience caused 

[ferguson]

OK, please let us know how you get on. 

[fillfeeley]

Tried Chrome and Edge. I will try again tomorrow with everything disabled.

[ferguson]

If you can't see the Chat link then your browser may be blocking it. Disable any ad or pop up blockers, or try a different browser. 

[fillfeeley]

That was the first page I looked at.  I can't find any link to chat, despite scouring it and trying all the links I could find on it.