on 18-08-2017 04:40 PM - last edited on 18-08-2017 08:00 PM by Gondola
I've been trying to claim an essential sim but was told on Chat that I wasn't entitled to one as I'd joined TalkTalk broadband after the free sim offer had ended. I was sure that it showed I was entitled to one when signing up but don't have any evidence to back this up.
Can anyone please tell me on what date the free essential sim offer actually ended so that I can check if I am entitled to one please?
Answered! Go to Solution.
on 24-08-2017 02:18 PM
The situation is that if a customer was or is offered a free Essential Sim during the order process then the customer will receive an Essential Sim with a £5 discount on its £5 value.
Every household is entitled to one Essential Sim and it's either with a £5 discount or a £2 discount whilst you're a Broadband customer. It's still good value even with the £2 discount.
At the moment I just think it's an oversight that Customer Service agents have been advised about a cut-off date but not it seems that some customers have been offered free Sims during their orders after the cut-off date.
on 24-08-2017 01:58 PM
on 24-08-2017 01:39 PM
Thanks. I've started a new thread about the SIM. The setup fee was correctly zero at the beginning of my order process but there was a glitch mid-way through (which may be a factor) and only when I'd completed it did I realise it had sneaked back in to the total. It appeared in my order confirmation letter and appears in the estimated bill and it just remains to be seen what happens in the actual first bill. I've already got a note on my account recording the issue so it shouldn't be a big deal to get it sorted if need be.
on 24-08-2017 01:08 PM
Quick one-off reply from me, but if you wish to set up a new topic of your own it is best.
In your case, it's clear cut in my opinion. Your confirmations during the order process and subsequently say you will receive the full £5 discount on the Essential Sim for as long as you're a Broadband customer.
At the time of your order the set-up fees were nil, so although there will be a fee shown on your order / billing there should be a corresponding credit on your billing to cancel out. It's just an accounting thing because it costs TalkTalk to set up your services.
on 24-08-2017 12:34 PM
Joining in on this thread (apologies if that is bad form). I placed my order on 5th August and, although I wouldn't like to say I knew about it before I ordered, it clearly stated at the end of the process that I'd be entitled to a Free SIM and I could read about it in my 'Offers and Upgrades' when I go live, which I did yesterday. There being nothing to be seen I've been on chat and finally discovered it is now £3 a month, and that certainly wasn't mentioned. This despite my 'ready to go letter' received last night saying under "Your package is also loaded with extras, as standard": "The Essential mobile SIM, including 200 free minutes, free unlimited texts and 500MB of data every month." Standard doesn't mean you pay for it.
Mind you the order process also introduced a £60 setup fee that wasn't there at the start, but that's another thing I need to get sorted if it makes it to my first bill.
on 19-08-2017 11:53 AM
on 19-08-2017 09:25 AM
Your gran was perfectly ok, well within time and no issues about claiming.
The only folks that may need support to claim are those signing up in July when some claims were turned down unreasonably in my opinion but it does depend on what you were told and how you signed up.
on 18-08-2017 10:09 PM
You're in a much easier position to comment on. If TalkTalk have put it in writing in your order confirmation that the order includes the ability to claim a Free Essential Sim (rather than an Essential Sim - there is a difference) then you most certainly can push a claim for that Free Sim.
It is beyond the cut-off date for the Free Sim but your order confirmation is part of your contract.
cuzzy - would be worth a moment to examine your email order confirmation also.
on 18-08-2017 09:52 PM
This thread caught my attention as when I placed my order on 4/08/17 my order confirmation said that once i go live ( 21/08/17 ) I would be able to claim my free sim.
Is this some kind of error on Talktalks side as reading this thread makes it appear that we are past some cut off date.
on 18-08-2017 07:57 PM
What I'm going to do is create a new topic for you from these posts and then hand over to the OCE's because although there was no mention on the sales page from where an order would have been started I don't know 100% whether there was anything that came up during an order on 31 July that mentioned an Essential Sim being Free.
As always, an element of doubt should be in your favour.
Ensure your Community Profile Personal Information (Click here) includes your landline phone number and an alternate number (mobile recommended). Add, then scroll down and save changes. The Community support OCE's (TalkTalk team) will then be able to link this topic to your TalkTalk service account.
on 18-08-2017 07:31 PM
on 18-08-2017 07:10 PM
Well, 31 July is well past the cut-off date for the Free Essential Sim...BUT if you say where and how you placed the order and where you saw the Free Sim offer at that point I may still be able to help point you in the right direction.
What I'm hinting at here is that there were still places mentioning the free Sim at the time you placed your order.
on 18-08-2017 06:46 PM
on 18-08-2017 05:14 PM
The qualifying date is the date of TalkTalk's acceptance of your order which is your contract start date. The claim for the Essential Sim isn't until after your services go live so don't let that worry you.
So, first, what is your contract start date?
Next, what was the order date? And how did you place the order for your services and where did you see the free Sim offer just prior to or at the point of placing the order?
If I can I'll help you with a claim.
Just to say that the Essential Sim is still a good deal. It's £5 value, previously with a £5 discount making it free but now for new customers with a £2 discount making it £3 a month so better than you'll get elsewhere and worth having.