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TalkTalk price hike.

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  • Doc_N
    Doc_N Posts: 8,543 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    edited 14 March 2021 at 7:35PM
    RedFan77 said:
    I am a Fixed Price customer at Talktalk and have just been informed my bill will increase by £2 a month. When I contacted Talktalk as to whether they could legally break their contract with me, they quoted Section 16 of their T&Cs:
    "16.1 We may need to change your services, equipment, charges or agreement for legal, regulatory or business reasons. If so, we’ll tell you about this in writing or by publishing a notice or updated terms and conditions on our website."
    Saying that the increase was for legitimate 'business reasons' and so was valid.
    So where do I go from here if I am not happy with paying an increase?
    See some of the posts above. You’ll get a £2 per month credit to the account if you complain effectively.
  • @RedFan77
    1. Accept it
    2. Leave without penalty within 30 days of being notified.
    3. Contact TT and ask for a better deal.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    As above but leave without penalty under OFCOM rules requires you to cancel with TT not just swap .
    If you do move ISP make sure you take out a contract that suits you as the majority of T&Cs have the option to raise price .
  • EdRWat
    EdRWat Posts: 6 Forumite
    Second Anniversary First Post
    Thanks everyone for the information.  I got the £2pm increase email yesterday. We have a 24 month "fixed price" contract taken out in Jan 2020.  The Order Confirmation is unambiguous: "Fixed Price for 24 months ...".  I'll be onto TalkTalk later to get a discount applied to ensure they honour that headline promise.  It doesn't look worth changing suppliers over this because everyone seems to be doing something similar.
    In my industry (Financial Services) such an unqualified headline promise would be treated as a Key Feature and not be capable of amendment via small print.  The principal of Policyholder Reasonable Expectations means that, in the case of dispute over ambiguity, this kind of misrepresentation would be adjudicated against the company and in favour of the policyholder.  Apparently not the same in telecoms.
  • Doc_N
    Doc_N Posts: 8,543 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    EdRWat said:
    Thanks everyone for the information.  I got the £2pm increase email yesterday. We have a 24 month "fixed price" contract taken out in Jan 2020.  The Order Confirmation is unambiguous: "Fixed Price for 24 months ...".  I'll be onto TalkTalk later to get a discount applied to ensure they honour that headline promise.  It doesn't look worth changing suppliers over this because everyone seems to be doing something similar.
    In my industry (Financial Services) such an unqualified headline promise would be treated as a Key Feature and not be capable of amendment via small print.  The principal of Policyholder Reasonable Expectations means that, in the case of dispute over ambiguity, this kind of misrepresentation would be adjudicated against the company and in favour of the policyholder.  Apparently not the same in telecoms.
    Absolutely. Ofcom has proved over the years to be a singularly weak and ineffective regulator.
  • EdRWat
    EdRWat Posts: 6 Forumite
    Second Anniversary First Post
    Update.  Got through surprisingly quickly - about 5 mins on hold.  Not yet resolved and am awaiting callback from manager of first call handler.

    Rather than apply an offsetting discount, I was offered an alternative package which would mean changing from normal to fibre broadband - no objection to that but our usage doesn't require the extra performance so will only go there when the price is right.   Price for the broadband was slightly higher than currently but would be more than offset by a generous offer related to the call boosts we use.  Unfortunately this would only be available if I agreed to the terms and conditions there and then.  They were willing to read them to me but could not send me a copy to review at my leisure. 

    So basically, having been told that I didn't trust their headline marketing because they had essentially said whatever they say therein cannot be relied upon, they are trying to get me to sign up to an alternative without being willing to let me see the terms of said alternative.  Should be an interesting conversation if I do indeed get that follow up call.
  • 2010
    2010 Posts: 5,466 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    EdRWat said:
    Update.  Got through surprisingly quickly - about 5 mins on hold.  Not yet resolved and am awaiting callback from manager of first call handler.

    Rather than apply an offsetting discount, I was offered an alternative package which would mean changing from normal to fibre broadband - no objection to that but our usage doesn't require the extra performance so will only go there when the price is right.   Price for the broadband was slightly higher than currently but would be more than offset by a generous offer related to the call boosts we use.  Unfortunately this would only be available if I agreed to the terms and conditions there and then.  They were willing to read them to me but could not send me a copy to review at my leisure. 

    So basically, having been told that I didn't trust their headline marketing because they had essentially said whatever they say therein cannot be relied upon, they are trying to get me to sign up to an alternative without being willing to let me see the terms of said alternative.  Should be an interesting conversation if I do indeed get that follow up call.
    TT is a company who have proved they cannot be trusted EVER.
    I always use webchat, that way you can get a transcript of exactly what was said and agreed to.
    They would have shown you the T&C on webchat for you to review and agree to if satisfied.
  • Rodders53
    Rodders53 Posts: 2,662 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    EdRWat said:
    Unfortunately this would only be available if I agreed to the terms and conditions there and then.  They were willing to read them to me but could not send me a copy to review at my leisure. 
    They will be the latest ones on their website - so download them and read to be prepared.
  • Swoosh84
    Swoosh84 Posts: 173 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    edited 17 March 2021 at 1:42PM
    Got the same email on Friday past which did state "We want you to stay with us, but you can choose to leave us before 11th April 2021 without any charges." so I switched to Plusnet @ £24.99pm + £60 voucher
    Just got off the call with a gent from their retentions team, after a bit of back and forth, they have offered me a 12 month contract at £20pm + £60 credit on the bill meaning first 3 months are free. Happily accepted this :) Was paying £22.50pm before the price hike!
  • EdRWat
    EdRWat Posts: 6 Forumite
    Second Anniversary First Post
    Update2.  Just had a long conversation with another operative (not the manager, still awaiting that call).  One comment he made was that they have had more complaints about this than virtually anything else they've ever dealt with (presumably that's a huge number given TalkTalk's track record :smile:).  The T&Cs on the website are generic and he still had to read out the specific ones relating to the offered revisions to the contract.

    End result is that I'm switching to a Fibre Fixed Price + package with a fixed price for 24 months together with 18 months free UK calls boost with no set up or equipment fees.  Net result is a price reduction of £10pm for the next 18 months, this time guaranteed.  I have it in writing and have recorded the call so hopefully there's no wiggle room buried somewhere in the smallest of smallprint.
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