TalkTalk is hiking its prices for customers on some of its broadband plans this month, despite being on 'fixed' plans.
However, according to moneysavingexpert.com, customers don't need to pay the increase - and there be a may a chance to grab a discount or leave penalty-free.
The price increase will see some customers paying an extra £2.50 a month adding up to an additional £30 to their bills each year.
The change will only affect customers on TalkTalk's Fibre 35 or Fibre 65 broadband plan before March 1, 2021 however experts are investigating the situation after some claim they signed for a 'fixed price' contract.
TalkTalk says the terms and conditions on their fixed plans allow for an increase as it gives the customer the right to leave within 30 days.
They also said that only a "very small proportion" of their customers would see this increase.
Despite this, customers believe the broadband provider are advertising wrongly.
Apparently when @TalkTalk advertise FIXED PRICE GUARANTEES it actually means they can hike prices up 3 months after signing up. #raging @MoneySavingExp @MartinSLewis @ofcom @ASA_UK pic.twitter.com/Vzzr7dDWLn
— Amanda (@dr__amanda_)
Moneysavingexpert.com were in touch with the Advertising Standards Authority (ASA) and queried some of the emails TalkTalk reportedly sent customers that may have breached the UK Advertising Codes.
They were informed that it's formally investigating a TV and an email ad for TalkTalk broadband over whether references to fixed prices were misleading.
They continued: "The ASA added ads should not state that prices are fixed for a contractual period for customers if the business plans or enacts price changes within that period.
"Separately, telecoms regulator Ofcom told us that if companies go back on a promise not to raise prices, they have to give customers the option to leave their contracts penalty-free – though it wouldn't directly confirm if TalkTalk had broken any rules."
The investigation is currently ongoing.
The money-savings website said that because the specifics of this price rise weren't written into the terms and conditions you agreed to when signing up, you may have the right to leave your contract penalty-free.
To check if it applies to you, you can do the following:
If you were notified in the last 30 days, you can leave penalty-free.
You just need to inform TalkTalk within 30 days of receiving the notification by calling customer services on 0345 172 0088.
However they do warn that you plan may be the best deal out there - even with the increase - and if that's the case, don't leave.
TalkTalk began notifying customers on June 1, so for some, it may be too late to leave penalty-free. However based on reports, some were contacted at a later date in June and therefore have longer to cancel.
You can find your deadline in the email or letter you received from TalkTalk.
If you were notified more than 30 days ago, you don't have a right to leave penalty-free.
The right to leave your contract penalty-free only applies within 30 days of getting the notification from TalkTalk.
If you want to leave but you're outside this window, you can ask TalkTalk to waive its early termination fees – but they're not be obliged to do so.
Try to negotiate a discount before deciding to leave
If you're happy to remain or you've missed the window, you can try to negotiate a discount from your monthly bill using the fact it's increasing prices as "haggling ammunition."
A spokesperson for TalkTalk said: "Over this extraordinary last year, we’ve seen broadband usage soar by 40% and we've had to invest heavily in our network as a result.
"Unfortunately, this has meant that, alongside other ISPs [internet service providers] such as BT, Virgin and Sky, we have had to raise our prices."
