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TalkTalk hikes broadband prices despite ‘fixed contracts’

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Written by: Emma Lunn
02/07/2021
Broadband customers sold ‘fixed’ price contracts for broadband from TalkTalk are seeing price rises just a few months into lengthy contracts.

TalkTalk has upped prices for some customers on its Fibre 35 and Fibre 65 broadband plans. The increase affects customers who signed up to either service before1 March 2021. These households will see prices rise by £2.50 a month from 1 July.

But some affected customers claim they were sold ‘fixed’ prices for their contract when they signed up.

One customer Tweeted: “So much for my “fixed price” contract with @talktalk only 4 months in. Sick of big companies doing whatever the hell they want”.

Another Tweeted: “Had an email from @TalkTalk notifying me of a price rise although I signed up for a fixed price contract. What a ripoff. It quite clearly stated no price rises during contract period when I signed up.”

The Advertising Standards Authority (ASA) is investigating claims that customers were offered fixed prices, but these prices are now increasing. TalkTalk claims its fixed price plan terms and conditions allow for price rises with the right to leave within 30 days.

How to leave TalkTalk penalty-free

If price rises weren’t in the terms and conditions of your contract when you signed up, you have the right to leave your contract penalty-free. However, to do this you need to notify TalkTalk within 30 days of receiving the notification about the increase.

TalkTalk started notifying customers on 1 June, so you’ll need to check when you received your letter and act within 30 days if you want to leave.

TalkTalk blamed the price hike on increased internet use during the pandemic. The broadband firm was one of several major players named and shamed by Which? for letting customers down during lockdown. It was given a customer score of just 54% in a Which? customer satisfaction survey and had the highest proportion of customers who would not recommend their provider to others.

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