In reply to a post by Banger:

I have just had an email from the CEO of Talk Talk Business making some changes to my package. I still have a year to run on contract but they are withdrawing Worksafe a complementary add on from my package and implementing late fees for late or missed payments.

My question and I have also fired off an email to this effect, is this a material change to my contract so can I leave penalty free. It says and I quote

If we do not hear from you within 30 days of this notification and you continue to use your service, it will automatically continue on the new basis outlined in the Price Book once these changes are applied.

Which to me doesn't make a whole lot of sense.

The wording in their response you includes does suggest to me that at least some of the change is material or they wouldn't use this wording.

The fee for late payment I would argue isn't, also for a business service the Late Payments of Commercial Debts (Interest) Act applies so this may only be about making it clearer; they have a statutory (written in law so included by default) right to charge a late payment fee and interest (subject to the rules of the Act).

On the "Worksafe" and "complementary add on" (I presume you mean complimentary as in free) - This is a bit dependant on the significance of that add on and how it was marketed.

If you don't use Worksafe then you're on weaker grounds as it's not material if you didn't use it. But you can try.


seb

In the similar case of BT withdrawing its free cloud storage it made no difference whether you used it or not. I don’t know of anyone successfully claiming their contract was void. That was another ostensibly “free” service, though it was fairly easy to ascribe a monetary value to it.

My last 12 months begins Oct. 23 2025 so I will wait until then before cancelling just in case and that is also within the 30 days.

You will be ceasing xDSL rather than migrating xDSL so that could still include a cease fee...

Noted.

Have you got a reply from the TTB manging director ?

No although the reply to was customer services but no reply from them either.

In reply to a post by 4M2:

You will be ceasing xDSL rather than migrating xDSL so that could still include a cease fee...

I do wonder if cancellations under contract changes would incur such a fee...§

It's a possibility, I had to pay uno https://www.uno.uk/price-list/ a cease fee when I ceased ADSL a couple of years ago when I moved to another provider for FTTP. However, in my case, the broadband service was on a one month minimum term. The ADSL was resold TalkTalk Business on a SMPF line - PSTN was with a different provider. Looks like uno charge for an outright cease in most circumstances (£20 or £37 for VDSL?) perhaps TalkTalk Business also charge for a VDSL cease which is what Openreach appear to require from providers who, in turn, pass that change onto leaving customers?

In reply to a post by Banger:

My last 12 months begins Oct. 23 2025 so I will wait until then before cancelling just in case and that is also within the 30 days.

Give the quality (!) of Talktalk customer service, I would start this as soon as possible as you may be passed from pillar to post for weeks, and could end up passing the 30 days.

Of course this shouldn't affect your rights, but after the 30 day window has passed you'd then have to be arguing to be unlocked from your contract retrospectively based on the contacts you'd made earlier, which could be a very long and drawn out process.

If you can't get any resolution by phone quickly, then a letter by signed-for delivery may be the best option. And anything you do by phone, you might want to record.