Reply to post: Re: providing free upgrades to customers.

TalkTalk customers decide to StayStay after £3m in free upgrades

Sir Barry

Re: providing free upgrades to customers.

"Anyone here a TalkTalk customer who can give some examples of the "upgrades" offered?"

I'm not a Talk Talk customer, but I found the list:

1) TV channels – open to existing TV customers only

Only those who currently have TalkTalk TV can opt for this one for free. You can choose from one of the following TV boost packages – films, kids, entertainment or Sky Sports, which will be free for three months.

This upgrade would normally cost between £5/month and £30/month depending on the channels.

2) A 12mth mobile Sim – open to all customers

Any current TalkTalk customer can choose this option – a 12-month mobile Sim. It's very much a value option though, with a monthly allowance of 100 minutes, 250 texts and 200MB of 3G data.

If you go close to your allowance, it'll send you a text message. If you go over, you'll be charged out-of-bundle fees, which are 40p/minute to call landlines and mobiles, 15p per text message and 15p per MB of data. TalkTalk Mobile piggybacks on the Vodafone network.

Normally this Sim costs £5/month.

3) Unlimited UK landline or mobile calls – open to broadband and home phone customers

For those who already have a TalkTalk landline and broadband, it's offering calls to mobiles or 01, 02 and 03 numbers (excludes 084/087/09 as well as 118 numbers) free for 12 months.

While it's 'unlimited', TalkTalk does operate a 'fair use policy' of 1,800 minutes per month (30 hours). Calls are free for the first 60 minutes only, so if you pick this option, make sure you hang-up and redial within the first 60 minutes or you'll be charged the standard rate of 11.5p/minute for landlines and mobiles. Some non-inclusive calls may be subject to a connection charge of 17p too.

This calls package normally costs £7.50/month.

4) A broadband and Wi-Fi health check – open to broadband customers

If you already have TalkTalk broadband, you can arrange for an engineer to visit your property to check your broadband and Wi-Fi and improve their performance for free. The engineers operate between Monday and Friday 7am-8pm and on Saturdays between 7am-6pm.

If an issue is found, the engineer will attempt to fix it there and then. However TalkTalk says that if there's a problem with the line, it'll need to refer the issue to BT Openreach. We asked whether engineers would attempt to up-sell to customers and TalkTalk's confirmed they won't.

The broadband and Wi-Fi check usually costs £65 for a visit.

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