Can Talk Talk change my Phone/Broadband package without my permission?

mrjonthehat

I received a letter from Talk Talk today, telling me that as they are "updating...phone and broadband packages", I was being "moved" to their 'Essentials' package from September 6th.

I am angry about this for a number of reasons. I have been offered this package by post and e-mail for several months, and have always turned it down, as I was happy with my existing Call/Broadband package. - Now it is being forced on me despite my wishes.

Secondly, Talk-Talk wish to take over my line rental from BT, and charge me for line rental by direct debit. I would prefer to pay for my line rental over the counter (quarterly?), instead of increasing my monthly direct debit to Talk Talk. Can they do this without my permission?

Talk Talk claim that the change to 'Essentials' will "give me even more useful phone and broadband features"...for "a little more each month". I was quite happy with the features I was using, and I am very unhappy about paying "a little more each month"!!! Will I receive any improvement in broadband speed or services? The package change mentions no change to my modem or line, it simply seems like a price-rise, poorly hidden behind an upgrade promise.

I do not want an upgrade, I do not wish to pay more. I would like to keep things as they are, but Talk Talk won't let me do this.

What should I do?

KILL_BILL

They are uping the costs of their line rental and call packages to make them competitive with BT - thats a laugh - to be competitive you keep your prices low compared to othe companies

just ring them up and speak to the numbnut sales agents and express your disgust.

bve prepared to listen to that dire hold music !!!!!!!!!

mrjonthehat

After being shuffled about by the Talk Talk customer service (who have been great in the past), I got an apology, and a promise that they wouldn't change my line rental arrangement - BUT THE PACKAGE CHANGE WILL STILL BE MADE - So I'm going to be paying more for something I don't need, or want. GRRR!!!

Kill Bill - you're right about the music - a sonic slap in the face, just for daring to call them...hehe

macman

They can change your package terms, but they can't take over the line rental without your OK. BT will not let them.
Is this because your exchange is about to go LLU?-if so the Essentials package should be quite bit cheaper, because your call and BB cost will only be £6.49 (for the basic Unltd Evening and Weekend call package).
The line rental cost is the same as BT at £11.25.
Beware that Essentials is an 18m contract though.

mrjonthehat

I think you are correct macman. "necessary changes at the exchange" is what I was told by Talk Talk customer services. The alarm bells went off when I read "for a little more a month you get"....blah blah etc. in the letter they sent me, but obviously, if I'm actually getting a cheaper deal, then that will be great. I'll wait and see what the bill includes. I was fearing the worst, (new modem, connection fee), but the changes may be minimal. (and in my favour, I hope)

I still object to them changing the package without my permission - every week recently, I was e-mailed and received junk mail asking if I wanted to change the package. I told them NO ! - Surely Talk Talk should have still asked for my permission for them to handle the line rental, before they sent out a letter saying it was going to happen in September?

...and will there actually be any improvement in the broadband connection?
I noticed a 'test your connection speed' thread somewhere. I'll certainly be using that when they make the switch to the 'Essentials' package.

macman

You're not going to get any speed benefit from LLU if your line remains with BT.

espresso

macman wrote: »

You're not going to get any speed benefit from LLU if your line remains with BT.

Explain this then:

macman wrote: »

As a follow up, can I just put in a word of praise for O2? Having signed up on Monday 27/7, I got my O2 box 2 days later, my service was migrated this morning (6 working days) and initial speeds are up from 3.7MBps to around 6.4Mbps.

O2 LLU broadband on a BT line is it not?

macman

espresso wrote: »

Explain this then:



O2 LLU broadband on a BT line is it not?

You know perfectly well what I meant to say; while the OP remains on a Broadband Max service on a BT line rental, he is not going to get more than 'up to' 8MBps.

espresso

macman wrote: »

You know perfectly well what I meant to say; while the OP remains on a Broadband Max service on a BT line rental, he is not going to get more than 'up to' 8MBps.

I'm not interested what you meant to say, what you did say:

macman wrote: »

You're not going to get any speed benefit from LLU if your line remains with BT.

is factually incorrect and I pointed this out for the benefit of other readers.

TalkTalk LLU broadband uses ADSL2+ which "enables the line to run at the maximum uncapped download speed your line can support. If you choose not to take the boost, we will place a cap on your line holding the speed at a maximum of 8Mbs"

:rolleyes:

deklan99

macman wrote: »

You know perfectly well what I meant to say; while the OP remains on a Broadband Max service on a BT line rental, he is not going to get more than 'up to' 8MBps.

How about BT line rental and say ADSL24's up to 24 Mb down and 1.4Mb up available at ADSL2+ enabled exchanges like wot I've got (non-LLU).

dragonthoughts

Don't panic!

It is normal that if a company wishes to change the terms of your contract with them, that you can cancel the contract within - I think - 14 days of being given notice. Read the fine print in your existing contract.

Also, I suspect that they can't bind you to a new 18 months, if you did not choose to make the change.

Now might be a good time to look at an alternative phone / broadband supplier that fits your needs. I did that when Sky changed their rules... In the end, I personally found that http://plus.net was my best solution.

I believe that if companies up charges, or change conditions to your disadvantage, the best thing is to vote with your feet,

Good luck.