Renewal time

[AndreAndre]

Talk Talk sent me an email saying it was time to renew my fibre broadband. The email mentioned some nice low prices, but then I clicked the link I was given higher prices. Before long I realised that each time I clicked one of their links, it offers me a new set of prices. It seems random. I could literally keep clicking and continue to get a different combination. Not sure if the images will show, but here's a few of my options.

I gave up and cancelled. Something like this should be simple.

[Thabile-TT]

Once we receive feedback from the escalation it will clarify all of this, I am sorry for all the confusion.

[Billx]

Further to this discussion,

I note in @AndreAndre 's  initial offer that he just posted,

The offer refers to Fibre 500 Data only and Fibre 900 Data Only.

There is no such thing as Fibre 500 Data only or Fibre 900 Data Only.

They are called Full Fibre 500 Data only and Full Fibre 900 Data Only

TalkTalk, please stop continuing the confusion.

'Fibre XXX Data Only' is reserved for FTTC type packages.

[AndreAndre]

Yes, you literally dismissed me. Too late for an apology though. I've signed up elsewhere, and got a better price than any of these randomly generated prices.

I'm saving all of these prices...I have about thirty different combinations now, as well as screenshots of replies from the Talk Talk representative when I came here.

I'm the kind of person that believes someone's initial reaction, rather than what they say when they try to save face. I am willing now to pay the two month penalty to leave before the actual contract end...which I'll bet Talk Talk will still have the nerve to charge me.

[Thabile-TT]

@AndreAndre I want to sincerely apologize for my choice of words when I referred you to the details already provided. I realize now that it may have come off as dismissive, and I didn’t mean to offend you. I take full responsibility for how my message may have made you feel. I also understand it must have been very confusing due to the link with different amounts, and I’m sorry about that too. 

[AndreAndre]

Sorry, I ran out of patience and have signed up with another provider.

When things like this happen, it's a sign -- not to be ignored. It makes me suspect that someone will always have a better deal than me.

Your response directing me to call a number "like I was told" confirms my decision. If one receives a renewal email and the resulting offer is not what the email said, that was the first warning. The randomly generated prices was the second warning. Your reply was the third.

Too bad. I had two years of trouble-free service. The attitude here could have been different, and perhaps salvaged this, but instead reaffirmed my decision. Yes, it seems one person can affect a customer relationship so easily. Mistakes happen everywhere, but it's how you're treated that is what counts more.

Oh, and I forgot to post what the email said - which matches none of the prices that appear when the link is clicked.

[Billx]

Thank you, @Thabile-TT 

[Thabile-TT]

@Billx, thank you for your concern around this, we have it from here, I have already escalated this for @AndreAndre and TalkTalk will ensure this is resolved.

[Billx]

Obviously, TalkTalk should fix this now.

Not avoiding the issue, or asking users to close their eyes, and directing them to the Loyalty Team via the TalkTalk general telephone line.

[Thabile-TT]

@AndreAndre I'm sorry that the link keeps showing different amounts for same package. We are going to raise an escalation so that someone higher can look into this. If you wish to upgrade now, I kindly recommend contacting our loyalty department. They will provide you with accurate information and help ensure that you understand what you are signing up for.

[Billx]

That's wonderful, @AndreAndre 

[AndreAndre]

Any of them. At first I thought different links did it, but I can just refresh the same page over and over, and get two different numbers each time.

[Billx]

Hi, @AndreAndre 

Thanks very much for posting what you posted.

I haven't seen such randomness in all my life.

Out of interest, was this in 'My Offers & Upgrades' within 'MyAccount' , or at another link?

By the way, I could not stop myself bursting out laughing.

[AndreAndre]

Why does it give me random prices each time? I can view it, click another link, and click 'Back' and it will have a new set of numbers.

You speak like I should be calling instead of reacting to the renewal email you sent me. This needs to be looked into by someone. Any other company would not mention other "details already provided to you". This is talking down to your customers.

I think the right thing here is to say "OMG it shouldn't do that - sorry".

[Thabile-TT]

@fr8ys thank you for support,  @AndreAndre  I have checked there are many options available for upgrade depending on the current package you are on hence it is best to contact our loyalty department using the details already provided to you.

[Thabile-TT]

Hi @AndreAndre  thank you for getting in touch with us, I'm sorry for any confusion regarding the packages I will take a quick look into this rest assured I will be able to assist.  

[fr8ys]

It's best to phone the loyalty team and discuss this with them, as they hold the best deals available and you could quote the best deal you've been offered on line that you like .

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#