topic Re: I Despair in Broadband

I Despair

Patk1000 — Thu, 20 Jun 2024 10:21:46 GMT

Hi Everyone

I have two problems at the moment that I seem to be getting nowhere with using the TalkTalk Support Chat

I am trying to upgrade my Superfast Broadband connection to Ultrafast but keep being told there are unsolicited cease request on my account but I have never asked for the service to be ceased - because of this TalkTalk say they can not process my request - what should I do ?

Secondly my landline has not worked for over two weeks now - an engineer came out and said the problem was at the Exchange - had a text to say it was fixed but its still not working - rereported but no action

If I do get a fttp connection do TalkTalk offer fibre phone as yet /

I must say that I am finding TalkTalk to be an appalling company to deal with and thing take so very long even logging a call takes at least 30 minutes - what has happened to good old customer service ?

Can anyone help please

Pat

Re: I Despair

Gliwmaeden2 — Thu, 20 Jun 2024 10:46:27 GMT

If you need phone with a Talktalk Full Fibre package, @Patk1000, you MUST make sure that you order it at the time of ordering the broadband.

It can't just be added later without ceasing service and starting it all up again, so you end up with more down time.

Re: I Despair

Chris-TalkTalk — Thu, 20 Jun 2024 11:12:34 GMT

Thanks Gliwmaeden2, @Patk1000, have you previously been a TalkTalk customer?

Chris

Re: I Despair

Patk1000 — Thu, 20 Jun 2024 11:15:03 GMT

Yes I am currently a fttc customer wanting to upgrade

Re: I Despair

Chris-TalkTalk — Thu, 20 Jun 2024 11:19:35 GMT

Hi Pat,

Apologies, that comment was meant for a different customer. I'll take a look at this now and get back to you

Chris

Re: I Despair

Chris-TalkTalk — Thu, 20 Jun 2024 12:00:02 GMT

Hi Pat,

The last update from earlier today says that an engineer has been issued (by Openreach) to look into the telephone fault. If you don't hear anything later today can you bump the thread tomorrow and we'll check for further updates.

Regarding the unsolicited cease, have you made enquires with another company about switch your service to a new provider?

Chris

Re: I Despair

Patk1000 — Thu, 20 Jun 2024 20:47:25 GMT

Any news for me please on either the upgrade to fttp or my current phone not working - the phone has been out of order for over two weeks now and I can concerned if someone has access to my account to request a cease of services

Thank you

Pat

Re: I Despair

Patk1000 — Fri, 21 Jun 2024 08:00:53 GMT

Any new on this problem it seems to be going now where - I am concerned that I now have had no land line on my current service for two weeks and if there are requests being made to cease my service where are they coming from

Re: I Despair

Chris-TalkTalk — Fri, 21 Jun 2024 08:18:09 GMT

Hi Pat,

This is still in hand with Openreach, I'll check again for an update later.

Unsolicited ceases usually happen when the customer makes enquires about changing service with another ISP, have you done this recently (you can't cease your service through My Account)

Chris

Re: I Despair

Patk1000 — Fri, 21 Jun 2024 08:34:32 GMT

Thanks for all your help

Regarding the unsolicited cease requests - I have only made enquiries about upgrading to fttp not ceasing al together - am trying to go from fttc with TV to fttp 500 with digital phone(want to drop the TV on a new contract as I don't use it).

Openreach site say its not available till June 2024 in my area but Openreach engineer working in the area says its available now

Re: I Despair

Patk1000 — Fri, 21 Jun 2024 13:39:52 GMT

Just got an email Openreach engineer is coming to look at telephone problem on tursday

nothing heard about unsolicited cease requests or upgrade to fttp

Re: I Despair

Chris-TalkTalk — Fri, 21 Jun 2024 13:43:03 GMT

Hi Pat,

I can see that there has been an update from the Openreach engineer regarding the fault. I've checked again and I can't actually see a cease order so it may be worth speaking to our sales team again

Chris

Re: I Despair

Patk1000 — Fri, 21 Jun 2024 13:45:14 GMT

Thank you Chris I will give the fibre team a ring - do they have a direct number please

Re: I Despair

Patk1000 — Fri, 21 Jun 2024 16:16:34 GMT

Been waiting now 3 hours for someone to get back to me on the chat about upgrade to fttp

thid experience is not good

Re: I Despair

Patk1000 — Fri, 21 Jun 2024 17:16:48 GMT

Still no answer

Re: I Despair

Chris-TalkTalk — Mon, 24 Jun 2024 09:11:23 GMT

Hi Pat,

It may be best to speak to our loyalty team, there is contact information here - Cancel your TalkTalk service - TalkTalk Help & Support

Thanks

Chris

Re: I Despair

Patk1000 — Fri, 28 Jun 2024 09:54:53 GMT

Well I now have my Landline working now 2 and half weeks after it stopped - is this really the best service TalkTalk can offer - no mention of any compensation even though I have ask the question - they just ignore you 😞 😞 😞

Lastly regarding the upgrade to fttp I was told a ticket had been raised to the back office on the 20/06/24 and I would receive a reply in 5 to 7 days - its now 8 days and not a word so far.

It would seem that I am not the only person having problems with TalkTalk customers services - I think I am just going to change my ISP and we will see TalkTalk in court when they take me to court for non payment

Re: I Despair

Chris-TalkTalk — Fri, 28 Jun 2024 10:15:35 GMT

Hi Patk1000,

Glad to hear your landline is now working, apologies for any inconvenience. Regarding compensation please see About your auto compensation credit - TalkTalk Help & Support

Could I just ask, did you speak to our Loyalty Team as advised in my previous post?

Chris