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I have a major issue with TT customer service, to kick off I was offered £35pm for FF500 with 3 months free, my neighbour as a new customer was offered FF500 £35pm 6 months free, TT made a "promise" a few years back that existing customers would get offered same deal as new ones. During many calls between myself and TT I have been repeatedly told that 6 months offer was a promotion by CityFibre and that I was on the OpenReach FTTP portal, which is false. OpenReach do not have FTTP available in my area; so it is CityFibre that TT are using in my area. Vodafone told me that if it were just an FTTC switch it would be straight forward line take over with downtime at a minimum. Also, I don't think TT are really geared up yet for FTTP as they don't offer a telephone service as part of the package, other FTTP using CityFibre in my area BrawBand and Vodafone can. And in 6 years with TT I have only ever spoken to UK based staff when any complaints get to the top.
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I've been doing similar calculations to you recently. I think the lack of phone and lower upload speed means the Vodafone option is currently the best, especially if you can get the 500 for the price of the 100 (200?) deal. I think I worked it out to £38PM or £42PM but that did include anytime calls. I think the deal was the £28 or £32 product price but the 500/500 service.
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Yup, but good luck trying to switch if you are already on an FTTP product, there is no easy way
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Register (or login) on our website and you will not see this ad.
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A bit of context:
https://www.ispreview.co.uk/talk/threads/switching-f...
TL;DR
OP willingly took out a new TalkTalk FTTP contract (Cityfibre) and thought he/she was getting a good deal at the time. But later on they found out TT gave a better deal to their neighbour and is now spitting feathers that TT - unsurprisingly - won't give them the same deal.
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Do you have a link to this promise that existing customers would get offered the same deal as new ones?
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Damn right I am spitting feathers! Was within 1 day of me signing up that he got the letter, and TT did say few years back when Dido Harding was CEO, "New and existing customers would be offered the same deals" as they "TT" wanted to stand apart from other ISPs. I am only asking them for an additional free 3 months!
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sadly no, it was about 2-3 years ago they made a big thing over it
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Get over it.
This is the same ISP that promised "no mid-contract price rises", and then went on to introduce mid-contract price rises:
https://www.ispreview.co.uk/index.php/2021/07/asa-pr...
Even if you could point to a specific advertisement which made the claim you are referring to (note: an advertisement, not a public statement by Dido Harding), the ASA isn't going to do anything about an advert three years old. Company policies and offers *do* change over time.
Not that the ASA can do anything anyway, apart from issue a public warning and instruction not to run the advert in its same form again. They cannot instruct Talktalk to offer you a refund or to release you from your contract.
If you like Talktalk's service and pricing, then stick with them. If you don't like it, then choose a different provider. However, remember that you got a really good deal - one no other provider is likely to match - so if you walk, you will pay.
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The recent Track and Trace saga following her time at TT with its troubles like the major customer data leak only adds to the theory that the forename of Baroness Harding is not Dido with a long "i" as per the one time Queen of Carthage but actually text-speak for "Did nothing".
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Thanks for the link. And yeah get your point, I signed up when TT sent me text saying we have made changes in your area that you might like, i.e. FTTP I watched CityFibre lay the cables so I took the deal, agreed, but to then find new customers right next door were offered a better deal, sure i was peed off, would you not complain unless you are perhaps a TT employee, are folk on here not meant to be on the side of the customer? And I made a complaint few years back and the Ombudsman declared in my favour, part of the judgement was I can leave at anytime without penalty
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like it
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sadly no, it was about 2-3 years ago they made a big thing over it
They no longer offer existing customers the same deal as new customers.
If you scream and shout enough they may give you what your want. You won't get any joy from the ASA or ombudsman though.
Companies are allowed to change policies.
You saw a deal and a price that you were happy with and you accepted a contract on that basis.
It's only because you know a new customers got a better deal that you now don't like the deal you have.
Your OP is just a little dramatic. It's not exactly a "major issue".
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I did not post as MAJOR issue just a grump, end users always seem to get shafted and TT CS is a joke, just been told I have unpaid bill, I am in credit, getting bounced from one dept to another, on phone now for 25mins still on hold
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I did not post as MAJOR issue just a grump, end users always seem to get shafted and TT CS is a joke, just been told I have unpaid bill, I am in credit, getting bounced from one dept to another, on phone now for 25mins still on hold
You did...
I have a major issue with TT customer service
It isn't a major issue. If anything it's a slight annoyance.
There's always going to be someone who got a better deal than you, especially a new customer.
I also signed up to Talktalk 500Mb package around the same time (over Openreach). They were offering 3 months free.
They stopped the 3 months free at the same time as they launched the Eero 6 Pro.
So on Openreach you either got 3 months free, or an Eero 6 Pro. I managed to blag both.
That doesn't mean every Talktalk customer who signed up around the same time as me is suddenly entitled to both offers.
Don't you think it's a little over the top to be posting on multiple forums that you have a major issue? Everyone likes to vent but Talktalk have done no wrong here.
They offered a better deal to a new customer. It's standard practice in the broadband industry (and many other sectors).
Yes their CS is useless. As an existing customer you already knew that anyway.
You accepted the terms of the deal and agreed to the contract.
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It's called haggling. If you were given the 6 month deal you'd be happy and then found out that someone had got an 8 month deal would you still be miffed.
Pay a decent amount and get better support. Stop moaning.
Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Utility Warehouse (up to 16mbps) via Talk Talk, upgraded to fibre 40/10
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How did the new customer get a better deal? Im tempted to move to TT so interested.
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How did the new customer get a better deal? Im tempted to move to TT so interested.
They signed up. It's that simple.
Do an availability check on the Talktalk website or on the phone. Whatever offer/pricing they have for new customers at the moment is what you will get.
An existing customer upgrading to the same package may pay more than that as they don't always get offered the same promotions.
You shouldn't need to do anything special to get their current offer.
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Yup Haggling it is, and you should not have to pay a provider whether its broadband gas or leccy for better customer support!
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It's all in the small print or in this case not so small print.
"Talk Talk has thrown down the gauntlet to rival broadband providers by committing to offering both new and loyal customers the same tariffs."
Technically you have been given the same monthly tariff as your nabour, but they have been given an extra 3 months free, annoying but hardly a "major issue"
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Yup Haggling it is, and you should not have to pay a provider whether its broadband gas or leccy for better customer support!
I'm wondering, should Harrod's reprice everything to Aldi levels, or should Aldi provide 1:1 personal shoppers?
But seriously, if TT are within the law with their levels of CS then all is fine. Anything extra is just gravy.
As has been said, if you want a service with better add-ons like a different level of CS then it's gonna cost more. I've had BB where the CEO was available for me to correspond with. It was double the TT price at the time (2008).
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You've found a website that isn't affiliated to TT and have found a report by someone probably not connected to them either.
The internet is full of false information. Complete garbage can be found on these TB forums as well.
Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Utility Warehouse (up to 16mbps) via Talk Talk, upgraded to fibre 40/10
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On another note...is anyone having issues accessing TT site at the moment?
Just had a quick look and got on their website no problem, but I noticed the main page is 'new.talktalk', never noticed that before,
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On another note...is anyone having issues accessing TT site at the moment?
Just had a quick look and got on their website no problem, but I noticed the main page is 'new.talktalk', never noticed that before,
They recently moved over from the old site but instead of just using the old talktalk.net they added the "new" and did 301 redirect probably to keep their SEO rankings for marketing
I will say its good they made the move as the old site was slow and outdated.
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I can get to the main landing page, cant access my account nor this page
https://www.talktalk.co.uk/shop/broadband/fibre?mml=...
just get a nice wee moving load circle lol
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Forgetting my gripe, and yes thats what it is, my neighbour was thinking of signing up to TT for FF500, website showed £40 pm, same day got a mailshot £35pm 6 months free.
On another note...is anyone having issues accessing TT site at the moment?
https://new.talktalk.co.uk/broadband/city-fibre-1
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Do it from your mobile. Turn off WiFi.
Edited by Pheasant (Thu 02-Dec-21 21:32:35)
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See web archive of the page:
http://archive.today/7oQNy
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I can get to the main landing page, cant access my account nor this page
https://www.talktalk.co.uk/shop/broadband/fibre?mml=...
just get a nice wee moving load circle lol
if I click on that link it takes me straight to 'new.talktalk' fibre, I suggest you clear cookies etc as your pute may well be the problem.
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Think its a caching issue, depending on what ISP your using to access.
On my phone last night I tried both WiFi (got through OK) and then via mobile (Vodafone) got redirected on the latter to the bog standard fibre page rather then the CF promo pages.
So then I created a web archive so at least the OP could see the content.
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Still not sure what your gripe is. Prices of services and goods change all the time.
I was quoted over £500 for my car insurance at renewal. Tried comparison websites and it was no cheaper via them for the same company.
Two days before insurance was due the price plummeted to £380.
Doesn't tie-in with the 21 day idea that insurance is cheaper 3 weeks prior to renewal.
Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Utility Warehouse (up to 16mbps) via Talk Talk, upgraded to fibre 40/10
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Well TT have conceded that I did in fact qualify for the 6 months free offer as this was in partnership with CityFibre, OR were only offering 3 months free. TT admitted that there were significant failings in the service I received.
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Well TT have conceded that I did in fact qualify for the 6 months free offer as this was in partnership with CityFibre, OR were only offering 3 months free. TT admitted that there were significant failings in the service I received.
That's not at all how it works.
OR don't offer anything free in conjunction with Talktalk, of with any other ISP. Neither do CityFibre.
The promotions/offers are entirely Talktalks.
It's entirely up to Talktalk if they wish to offer/honour it.
Edited by j0hn83 (Tue 04-Jan-22 21:44:36)
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Well according to the CEO office, thats exactly the situation!
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