TALKTALK contract end date scam

11fernsroad

Hi
When I got an email saying that my latest TalkTalk bill is ready I was surprised to see they were charging me £48.50 instead of usual £28.
I logged into my account and found out that even last month they had charged me the same.
I called up their customer service team and wanted to discuss this and was told my contract got over 2 months ago.I never had any email or phone call or notifications regarding my contract end date.More over 2 months ago-when my contract was apparently coming to an end I was having disruption in my broadband service and was on phone with their customer service and fault finding team on a almost daily basis for 2 months.Even at that point they never told me about impending contract end.
After lot of arguements with customer service manager last night-she insisted that contract ending date is always mentioned in my bills.in my account section there is option of download or print bills but there was no mention of contract end period.Then the lady took her workd back and said that I can find my contract end date by going to My Accounts-->previous bills-->detailed-->advance charges--->Broadband--->fast fibre--->where it mentions end date for this discount service!!
As per the customer service manager-every one in UK knows how to find the contract end date by going to above section!!
I find it totally irresponsible and very conniving that the end date is concealed (yet told) in such a manner.
She said I can go ahead and complain anywhere but fact remains that end date was informed to me however complicated/concealed it may be.And it is my duty two years ago when the contract started to jot down the date I started the contract and refer to my diary to check on it.My arguements saying other services including gas,electricity,water,council tax,Car insurance,home insurance,Road tax etc always inform you about the renewal date did not carry any logic with her.

I would like to know if there is any valid point in my complaining,at least to make sure that other talktalk customers are informed of the contract end date more clearly and easily accessible way,or am I the only person in Uk who dont know their ways!!

Inner_Zone

11fernsroad wrote: »

Hi
When I got an email saying that my latest TalkTalk bill is ready I was surprised to see they were charging me £48.50 instead of usual £28.
I logged into my account and found out that even last month they had charged me the same.
I called up their customer service team and wanted to discuss this and was told my contract got over 2 months ago.I never had any email or phone call or notifications regarding my contract end date.More over 2 months ago-when my contract was apparently coming to an end I was having disruption in my broadband service and was on phone with their customer service and fault finding team on a almost daily basis for 2 months.Even at that point they never told me about impending contract end.
After lot of arguements with customer service manager last night-she insisted that contract ending date is always mentioned in my bills.in my account section there is option of download or print bills but there was no mention of contract end period.Then the lady took her workd back and said that I can find my contract end date by going to My Accounts-->previous bills-->detailed-->advance charges--->Broadband--->fast fibre--->where it mentions end date for this discount service!!
As per the customer service manager-every one in UK knows how to find the contract end date by going to above section!!
I find it totally irresponsible and very conniving that the end date is concealed (yet told) in such a manner.
She said I can go ahead and complain anywhere but fact remains that end date was informed to me however complicated/concealed it may be.And it is my duty two years ago when the contract started to jot down the date I started the contract and refer to my diary to check on it.My arguements saying other services including gas,electricity,water,council tax,Car insurance,home insurance,Road tax etc always inform you about the renewal date did not carry any logic with her.

I would like to know if there is any valid point in my complaining,at least to make sure that other talktalk customers are informed of the contract end date more clearly and easily accessible way,or am I the only person in Uk who dont know their ways!!

No.


https://www.telegraph.co.uk/news/2018/04/27/phone-broadband-users-receive-texts-contracts-end/

[Deleted User]

Inner_Zone wrote: »

No.


https://www.telegraph.co.uk/news/2018/04/27/phone-broadband-users-receive-texts-contracts-end/

Succinct and to the point, I like it.

At least Talktalk do tell you somewhere, the only way I can tell from my online Sky account is to go backwards and check my previous Sky bills so at least I know the month I last talked to them and can just add 18 months for my next dance around the Maypole.

11fernsroad

Inner_Zone wrote: »

No.


https://www.telegraph.co.uk/news/2018/04/27/phone-broadband-users-receive-texts-contracts-end/

what does that mean?

boatman

11fernsroad wrote: »

what does that mean?

Basically at the moment there is no requirement to tell customers when their 'cheap' introductory offer ends, but the plan is to introduce a system to tell you when your 'deal' ends. Phone contracts are in effect endless, its just when you start them there is normally a 'good deal/introductory offer' to hook you in. When that incentive ends, its for you to remember and organise a better deal, same goes for your utilities..
By having that system it allows them to offer cheap introductory offers, knowing that many customers are too lazy to change and end up paying more, in effect paying for those customers willing to chop and change.

TalkTalk

Hi 11fernsroad,

I'm sorry to read about your experience and for the confusion caused around how to find out your contract end date. If you'd like us to look into this further for you, please drop my team a line on Twitter (@TalkTalk) or register and post on our Online Community so that we can investigate. You can also reach us via the chat link on our website, apologies again for the inconvenience caused.

Thanks,
Becky

Chappers27

There is no legal requirement for broadband or mobile phone companies to tell customers when their contract is up for renewal. Plusnet doesnt do this either. Car insurance, energy and mortgages are 3 areas I have seen reminders sent out.

Disclaimer. I run a service helping people manage their household bills, and send reminders which would solve problems like this.

Chappers27

boatman wrote: »

Phone contracts are in effect endless, its just when you start them there is normally a 'good deal/introductory offer' to hook you in.

Phone contracts arent endless. Handset payments end. Airtime contracts last a defined period - IF YOU ASK. How do I know this? I just got a 12 month airtime contract with O2.

giraffe69

Chappers27 wrote: »

Phone contracts arent endless. Handset payments end. Airtime contracts last a defined period - IF YOU ASK. How do I know this? I just got a 12 month airtime contract with O2.

Didn't you just get a 12 month minimum term contract i.e. you can leave after 12 months subject to the appropriate notice (30 days)

pmduk

Both o2 and Virgin, possibly others? offer handset agreements with fixed end dates, however, as far as I am aware they come with the normal minimum length service contracts (usually 18-24 months) followed by rolling 30-day rolling contracts.

VirginedOut

People really should take responsibility themselves in knowing when their contracts end. As a new customer you will always get a big discount so it seems logical that when your contract ends you will have to pay the normal rate unless you threaten to cancel and they will in all likelihood give you another discount.