Talktalk's Contract Communication is so dreadful, should I cancel?

[jehu44]

This post is prompted by an email I received this morning from Talktalk with the bold and totally wrong heading "Everything you need to know".  It claimed to be about a new contract I agreed via on-line chat on 6th January. I had already received three emails about the new contract but in none of the emails or attached contract documents was a complete description of what had been agreed. Today's email contained one statement that is simply wrong. It states that my monthly payment will increase by £3 on April 1st each year. Yet I had agreed to a fixed price contract. Looking back through other emails and attachments I found one stating that my connection was a copper line when it is actually FTTP.  I have until Monday to cancel the new contract. I know what I agreed and can find some correct details in "my account" but the monthly price is different and there is no mention that it is a fixed price contract. The confirmation email states it is a fixed price but doesn't state what the price is. The whole process of negotiating a new contract is a nightmare. Any help would be greatly appreciated, as I cannot face talking to the robot again. The person who agreed the contract was Bonisiwe in the "Better Value" team.

[ferguson]

@Cols174 

Again, please start your own topic if you want help, rather than posting on someone else's thread.

[Cols174]

My experience leads me to say bail out as soon as you can. Cancelling the service is a total nightmare. 

When selecting a Broadband supplier look at the customer service rating  not the deal / delivery rating. The big problems tend to be when moving away not within contract. 

[Gliwmaeden2]

The contract emails only mention the £30.95 because that is your core contract. It lasts the 2 years.

The phone boost can be removed by you after one month. If you then wanted to re-add it, it wouldn't necessarily be at £5.00, as it would just depend on what offers were available at the time. So it's definitely best kept in place, but is not part of the core package. 

If you wanted to leave Talktalk before the end of the minimum term, there'd be early termination fees to pay on the core contract. 

After the first month of the boost, there's no penalty to simply remove it.

So the boost and the core contract are not bundled together in the contract emails. 

The £3.00 price increase mentioned is plain stupid in the context of your contract. It's the sort of generic notice that Talktalk sends out that may or may not have any relevance to the recipient. Unfortunately they seem incapable of kicking this habit. It's partly due to automatic settings in their system and they just don't fine tune them. Very annoying and can cause upset when it's not relevant to your situation.

We've complained about it for years but they don't change their ways, @jehu44.

[jehu44]

Arne

Many thanks for stating in clear terms what Talktalk thinks my contract is. Why cannot Talktalk when writing confirming emails and attaching two contract documents state what you have stated? The only figure in any of the documents sent to me was £30.95. Now I need to check, or ask the better value team to check the words and figures in the on-line chat. Why did Talktalk write to me last week saying that my monthly payment would increase by £3 in April? From this loyal customer's perspective, the company seems determined to keep customers confused. The same sort of thing happened (untrue emails) when I was moved to FFTP, but I didn't complain.

Thanks also to Bill for his advice, which I have followed (see above)

J

[Billx]

@jehu44 

I think @jehu44 must make sure that the LAST contract documents that he has received via email, (the CONTRACT_SUMMARY and the CONTRACT_INFORMATION) agree with whatever he agreed via on-line chat on 6th January. If they don't, he has to persist.

I had a very similar experience. It took over 6 months to resolve.

Bill

[Arne-TalkTalk]

Hi @jehu44

I can confirm that you are on a fixed price plus contract so no price rises, the plan you are on is:

Fibre 150 including the UK Calls comes too £35.95
broken down as  Fibre 150 at £30.95 + UK Calls at discounted rate off £5  fixed price plus for 24 months, Plus £5 off the bill discount for the next 3 months so £30.95 for the next 3 months.

This has been applied to your account.

Regards