Talktalk Price rise

macflugal

I have just moved house and the house I have moved into is already a talktalk customer. I was looking to have a second line installed to transfer my talktalk contract over as the tenants in my original home didn't want to take on my talktalk contract.

Anyway, in my new home (my parents house) my parents stated that their tv rental had gone up by £3 and the line rental had also gone up by around £0.50 and they asked if mine had. When I checked it had too. Neither myself or my parents have receieved any notification of this but talk talk are saying they sent it out and that also the price rise was well broadcasted and I should have known about it. They say I need to either keep paying my contract or pay a £118 disconnect/early termination fee as well as £75 for the equipment if it is not returned as I am now after the 30 days period I could leave for free.

Given that I wasn't aware of this price rise until my parents noticed it is this actually for real they can force me to pay this? I took on a fixed contract and I was under the impression that this was fixed term and price, I am also not impressed that neither account received notification of this ( and my parents don't miss anything and still keep all paper bills and letters).

Ive told them to terminate my account anyway, I will pay up to the end of the month and they can take me to court for the termination fee if they like. I will be returning the equipment when they send me the returns bag they promised me.

Any advice on if this is legal for them to do or what I can do please? I was happy to have a new line installed but the price rise is almost 20% and if I had had the notice of increase I would have terminated as I had good notice of my house move.

I also spoke to talktalk at a time that must have been during the 30 day period and they said my only options were to either keep paying, install a second line to transfer the account to or pay an early termination fee. They never once mentioned that I was in a get out period for a price rise I didn't know about.

Any help please?

Mark

Cornucopia

My understanding was that price rises "in contract" were limited to rate of inflation.

I would try "renegotiating" your package. They will possibly let you do this without penalty in order to keep your business.

(This is what happened to me after I moved home).

macflugal

Thanks Cornucopia,

I am pretty sure almost 20% isn't anywhere near the rise in inflation and I will look into this. As I am at the tail end of moving home I can't easily find my original contract, or, to be honest, even recall if it was paper or online, doh me.

Anyway, I'll look into this and see what I can dig up, many thanks!

thehaggler

http://http://www.moneysavingexpert.com/news/phones/2014/03/talktalk-plans-phone-broadband-and-tv-price-rises

macflugal

Thanks for the Link Thehaggler, but I fail to see the point.

I didn't receive notification and just because its on a website doesn't mean that counts as valid notification either surely?!

Anyway, just had an interesting conversation with an alleged talktalk manager. She said the price rise of almost 20% falls in line with telecoms regulations and that they have proof of despatch so I must have received it. She also told me that because of this my complaint is invalid and when I asked fo an address she said it would come to her anyway and I would be told again it was invalid.

Absolutely shocking customer support/service etc

Anyone have an address for TalkTalk CEO or confirm if proof of despatch is good enough to say I have to accept I received the letter?

Thanks in advance.

Cornucopia

Is your price rise a consequence of a (forced) change of package?

Here's the complaints page, anyway...

http://help2.talktalk.co.uk/how-do-i-make-complaint

Dido Harding is the CEO.

There is a general principle that proof of dispatch is proof of receipt. (Except for eBayer buyers, obviously).

macflugal

Hi Cornucopia,

They price increase came with an additional number of free channels, but nothing that I asked for or would use so I would presume this is a change of package as its not the same as I had when I entered talktalks fixed contract, which they said today is not a fixed contract.

I am probably annoyed at being told my complaint is invalid and even if I write in it will go to them and still be invalid, that was like a punch to the face down the phone.

If they say they sent it, and I honestly have not received it, along with several people I know also who didn't receive it then I don't know what to do other than argue the excessive price increase.

I just find it frustrating that they seem to be able to hold us (the consumer) to ransom and 20% almost is an extortionate price hike mid term. i also believe the way they have handled this is a complete failure of any customer service what so ever.

Anyway, hopefully someone can suggest a course of action, otherwise I'll see if this goes to court.

Thanks again.

Cornucopia

I would do the following:-

1. Contact them again and ask why they have changed your package resulting in a price increase that they will not let you out of.

2. Identify whether there is one or more other packages that you would prefer to be on, especially if one of them is similar to what you were on before (either in price or service). Ask to be moved to it.

(The principle is that they cannot use the restructuring of their packages to impose a price increase - they must allow you other options).

3. Ignore them when they say your complaint will be rejected again. Use the CEO's office complaint address - it WILL be a different team. You still have the Ombudsman if that doesn't work.

4. You cannot take them to Court, I don't think. Certainly not until after it has been to the Ombudsman.

macflugal

thank you Cornucopia,

that sounds like a great starting plan. I have no intention to take them to court, but I suspect they will take me demanding money for their alleged early contract break etc.

I'll email now, they 30 day period was only a wek over when I first noticed there had been a price increase, I would have thought any reasonable company would have allowed this to be extended as no notice had been received.

Anyway, I'll proceed with an email to their CEO, thank you for the advice!

Cheers, Mark.