topic Re: No welcome email in Broadband

No welcome email

TominLondon — Mon, 21 Feb 2022 12:02:53 GMT

Yesterday I upgraded my existing TT account and I saved a transcript of the chat. It says " We will send a welcome that will give you full details of your new contract"

I assume the person I was chatting with meant a welcome *email*.

24 hours later I haven't received this welcome email. When should I expect it?

Re: No welcome email

Karl-TalkTalk — Mon, 21 Feb 2022 15:13:13 GMT

Was this just an upgrade from fibre 35 to fibre 65 ? If so, an email would not need to be sent as this is a quick upgrade and is often completed in less than 24 hrs.

Thanks

Karl.

Re: No welcome email

TominLondon — Mon, 21 Feb 2022 15:23:08 GMT

It is an upgrade from Faster Fibre to Fibre 65. The person I chatted to said specifically "We will send a welcome [sic] that will give you full details of your new contract".

Re: No welcome email

ferguson — Mon, 21 Feb 2022 15:26:00 GMT

If you entered into a new contract then you should get some confirmation. Have you checked if My Account has been updated to reflect the changes?

Re: No welcome email

TominLondon — Mon, 21 Feb 2022 15:41:10 GMT

Yes, my account has been updated but I have not had any sort of email from TalkTalk. I would expect TT to confirm the T&C of my new package.

Re: No welcome email

ferguson — Mon, 21 Feb 2022 15:45:03 GMT

T&Cs can be found from the Legal link at the bottom of the page.

Re: No welcome email

TominLondon — Mon, 21 Feb 2022 15:49:35 GMT

We're wandering off the point. The point: I was told I would be sent a welcome email. I need that email.

Re: No welcome email

Arne-TalkTalk — Wed, 23 Feb 2022 14:05:19 GMT

Hi TominLondon

Welcome emails are only generated on new orders, as you order was a renewal, the information that would have been included is shown in My Account under the My Package tab.

Sorry for any confusion.