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MSE News: Four million TalkTalk customers to get free upgrade

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  • trinidadone
    trinidadone Posts: 3,356 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    ok, i used the help button to look at mine.

    for those who have experienced difficulities trying to find the "free upgrades" I used this link:

    http://help2.talktalk.co.uk/customerupgrade

    then clicked on "my account" to log in

    it seems not everyone is being offered all four upgrades, but upgrade options tailored for individuals. what nonsense


    Use the above link to check your "free selected upgrades"
    Trinidad - The hottest place to go
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    amszephyr wrote: »
    I struggled to upgrade online until I used the Safari browser on my Mac - neither Chrome nor Firefox would work.
    Later, we called TalkTalk to cancel my mother's existing anytime calls boost - we were told we may then later be able to opt for the anytime calls boost freebie but it wasn't guaranteed. 90 minutes or so after our call, I logged into my mother's account and there was the anytime calls boost on her upgrade page.
    So yes, it worked for us - although you do need to call TalkTalk to cancel your current anytime calls boost first.

    I was told a similar thing via Live Chat. My problem is that I manage my MIL's phone-only service for her online, but don't myself have a TT broadband service. So I still cannot access her online account, nor has the mobile app been put back online yet, weeks after the security breach. When are TT going to restore these services, if ever?
    Online access is the only way I can remove the Anytime boost and then see if the Anytime free upgrade option then becomes available a day or so later.
    This is probably creating more customer ill will than did the original security breach.
    No free lunch, and no free laptop ;)
  • macman wrote: »
    Online access is the only way I can remove the Anytime boost and then see if the Anytime free upgrade option then becomes available a day or so later.


    Unfortunately, even for those who can access accounts online at moment, the facility to add or delete boosts has not yet been restored.
    butterfly )i(
  • MSE_Paloma wrote: »
    Hi all, thanks for the feedback. I've actually been in touch with TalkTalk as we were made aware of this earlier. I'll keep you posted once I hear back. Many thanks, MSE Paloma


    Great to have your interest in these issues. I've sent you a PM with some additional points re the situation.
    butterfly )i(
  • Free SIM ordered yesterday via online - arrived today - at least one happy customer!
  • I went on Livechat yesterday when I could only see Engineer callout or free sim. I was told because I already had anytime calls boost added I couldn't have it. Told I couldn't cancel and then get it free. Was offered a one off credit of £10 instead. Insult! Asked to be passed to supervisor - got told same thing and then she cut me off mid conversation when I asked why. Went back on Livechat again. Decided to go with free sim and cancel my allyoucaneat sim I already had that was costing me £10/m and that will take effect next week. What a way to reward customers! Needless to say that got a zero for all answers on their follow up customer survey.
  • Decided to go with free sim and cancel my allyoucaneat sim I already had that was costing me £10/m and that will take effect next week. What a way to reward customers! Needless to say that got a zero for all answers on their follow up customer survey.


    From the Talk Talk forum boards

    I happened to click through to https://help2.talktalk.co.uk/about-your-free-custo​mer-upgrade and read the following:

    Will I have to sign a new broadband contract or change my package to get my free upgrade?
    Not at all. Don't worry, we've tailored the offers that you'll be able to choose to suit your current package with us, so all of the offers that you can see are available to you. The choice of free upgrades come completely commitment free, and unless you decide to choose our mobile SIM, then you won't have to start any new contracts with us. (underline, bold and italics added by me to highlight this part in particular)


    Duane and Parcival, as you have both gone with the free sim offer, do you know what exactly Talk Talk mean by the bit I have underlined in quote above? In particular, has it extended your Broadband contract?
    butterfly )i(
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Unfortunately, even for those who can access accounts online at moment, the facility to add or delete boosts has not yet been restored.

    What a farce. There seems little point in having an online account at present then if there is such limited functionality.
    I was also offered a £10 goodwill credit, I declined and requested the Anytime annual value of £90. Refused .A complaint was logged and I was told that a senior manager would call within 8 hours, which of course did not happen.
    It's becoming clear that the 'free upgrade' offer is purely a cynical way to upsell features in the hope that people will retain them after the 12m free period. If you already have or need that feature, they've no intention of letting you have it for free.
    No free lunch, and no free laptop ;)
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 10 December 2015 at 10:59AM
    From the Talk Talk forum boards





    Duane and Parcival, as you have both gone with the free sim offer, do you know what exactly Talk Talk mean by the bit I have underlined in quote above? In particular, has it extended your Broadband contract?

    My reading is that your commitment will be to a minimum term 12m mobile contract, it will become chargeable after then unless you give 30 days notice, and of course if you exceed the minutes or data in any month then you will be billed for them at the out-of-bundle rate, which is usually high. It is a separate contract to your broadband.
    But don't quote me, as TT like to make up the rules as they go along...
    No free lunch, and no free laptop ;)
  • They have sent an email to say that the 'free' period is 12 months. After that it becomes chargeable. Also any usage over the 'free' allowance is chargeable.


    The whole thing can be cancelled at any time by giving 30 days notice. It has not extended our broadband contract - not a big problem anyway as we are effectively tied into it having paid a years line rental up front.


    Just as an opinion as everything on here is negative in the extreme - TT are not perfect but I know lots of people on BT, Virgin etc who also have issues. Lots of companies have had Data hacks but have not been as upfront as TT.
    Easy to be negative - but lots of alternatives exist.....
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