Immoral and unprofessional behaviour from Talk Talk... They write to my 88 year old mother (who has had her contract for some 6 years) telling her that "We've got some great news. We are upgrading your service at no extra cost" as she is being moved to fibre... also that: unlimited UK calls boost is being added at no extra cost and previous landline inclusions are still valid too. No extra cost is mentioned several times... sounds almost too good it be true... It was... What they really meant is that we are changing your contract (as the previous one doesn't exist anymore) and will be charging you £14 more a month for unlimited UK call boost and your previous landline inclusions no longer exist either... so your bill will now be between twice to three times the previous cost! In fact, it should have also added; you now have a completely different contract... and we aren't telling you what it is or what's included! It took two hours on the phone to Talk Talk to establish what had happened... Apparently the letter that was sent out "wasn't comprehensive enough"... personally I would say that it lied! I was actually told that when the letter was received we should have contacted Talk talk to find out what it actually meant... words fail me! When I first contacted Talk Talk, about the additional £14 charge (for unlimited UK calls boost) and had it removed as it clearly wasn't free (they wouldn't refund the previously paid cost). But I then discovered that the previous landline inclusions didn't exist anymore, so the bill went through the roof!  Managed to claw back a little of the additional cost from them... Lying letters, no communication on what is actually happening and the implications, not telling you what's in your new contract, not taking any responsibility for the cock-up they caused, denying the actual reason until it became obvious... grrr! I had to sort this out as my 88 year old mother wasn't able to understand the Indian call centre or stay on the phone for the length of time needed. (Don't get me started on Talk talks controls for acting on behalf of my mother: first time, I removed the £14 with no controls, second time couldn't do anything; told we needed to set up a password, next time told that didn't work, but then it did, now need to fill in Nominated user form. Absolutely useless company on control processes!) Customers: if you are thinking about going with Talk talk, consider if you really want to go with a supplier that lies to a customer to the degree that that they have above, a totally dishonest company... this has to be OFCOM reporting territory! Talk Talk: Why not just be honest on what is happening, don't lie, just tell the truth and let your customers decide what is best for them... it almost sounds like your marketing department has taken lessons from a Brexiteer :)