Talk Talk saying that user cancelled service

hermum

My Mum's been with Talk Talk for several years now & pays £12 something a month. Her phone wasn't working today so she called them on her mobile & was told that she would need to pay £99 for an engineers visit:eek:.
Then she was told that she has cancelled her contract with them. She hasn't & has been told that they will reactivate it but it will now be £17 something a month.
Can they change her tariff like this? I know that things go up but that is one heck of a jump.
Has this happened to anyone else?
Thanks

Heinz

Yet another example of Talk Talk's 'creative' business practices?

Buzby

They can certainly change her tariff - these are never fixed, but there is no connection between service disruption and service reinstatement at a higher cost, UNLESS they are treating it as a disconnection/reconnection and imposing a new minimum term.

It doesn't help having an offshore call centre, as misunderstandings are common (and I would guess, mandatory). So, if her line somehow stopped working, then it is a fault. If this is outwith her property then the cost is not paid by her. So check with a different handset from the test socket at the Master socket.

If the service has been removed by TT for some mistaken reason, then it is up to them to reprovide the service to correct their error. Unfortunately, their customer support isn't known to be anything other than below average.