topic Re: Full fibre and Sports package in TV

Full fibre and Sports package

PHughes — Wed, 27 Sep 2023 17:33:38 GMT

Anyone know when you should receive the activation email for talktalk tv now membership? I upgraded to full fibre with talktalk tv and the sports package with 11 sky channels.

Installation went ahead last Friday for full fibre. I contacted customer services by chat before installation and was advised the email would not be sent till after installation (when I signed up it gave the impression this would happen before installation). Contacted them the day after installation and was advised it needed 12-24hrs. The same the next day, the fourth time on chat was for 2hrs 40mins with four agents who just kept fobbing me off and one disappeared at the end of his shift and was replaced. The last one lied and said she was transferring me to the loyalty team for some reason and after waiting 30mins I gave up. I then had a 40min telephone call being transferred between three agents and it still did not get resolved.

I was even told I hadn't signed up to the sports channels - I inserted screenshots of my order and they either wouldn't or couldn't look at the order confirmation email plus my account has the button to activate membership which keeps returning an error. One told me I would need to pay more to get it, another told me to sign up for it again but couldn't answer if this would result in me being charged again. Every time they said they could not re-send the activation email as I had not activated the membership = going round in circles!

Also asked why they ask for a telelphone number when you contact them as you wont have one as a full fibre customer.

I wonder if it does need to wait till after 14 days for the cooling off period for the full fibre - but why not just say so but I am wondering if that is the best thing to do and cancel the whole order and leave.

Can honestly say the support has been non-existent.

Pat

Re: Full fibre and Sports package

Karl-TalkTalk — Thu, 28 Sep 2023 05:38:38 GMT

can you add your account number to your 'Community Profile' so I can locate your account and take a look.

Thanks

Karl.

Re: Full fibre and Sports package

PHughes — Thu, 28 Sep 2023 07:29:58 GMT

Thanks Karl

That's it adds.

Pat

Re: Full fibre and Sports package

Karl-TalkTalk — Thu, 28 Sep 2023 08:24:59 GMT

Hi Pat,

There is an issue with your account. In a nutshell, there is a section of your account, where we select the option to send the Now TV activation email to you. When I choose this option, it throws up an error telling me that there is no email registered on your account, but I can see the email address correctly registered on your account, so the system is broken.

I've raised an internal ticket to our back office teams to look at your account and see what the issue is. As soon as they get back to me, I'll reply here, and try to send the activation email again.

Thanks

Karl.

Re: Full fibre and Sports package

PHughes — Thu, 28 Sep 2023 09:44:49 GMT

Thanks Karl

Re: Full fibre and Sports package

Karl-TalkTalk — Thu, 28 Sep 2023 09:53:42 GMT

No Problem 🙂

Karl

Re: Full fibre and Sports package

Karl-TalkTalk — Thu, 28 Sep 2023 13:40:06 GMT

Hi Pat,

Just a quick follow up, I've raised this to our developers and they have told me, there is a bug, the order is getting stuck failing in a call to another application at the back end. This bug is affecting some other orders also, so not just your account.

Developers are working on a resolution, and when this is implemented, this will also resolve the issue for your account.

As yet, they have not given me a timeframe.

Regards,

Karl.

Re: Full fibre and Sports package

PHughes — Thu, 28 Sep 2023 19:04:06 GMT

Hi Karl

Thanks for looking into this and for finding the issue.

I take it I wont be billed for tv and sports channels as they aren't there to use?

Any update to when this will be resolved?

Regards,

Pat

Re: Full fibre and Sports package

Karl-TalkTalk — Fri, 29 Sep 2023 05:42:52 GMT

No updates as yet, I've got the internal Bug number they have raised, so I'll chase with the ops teams.

Karl.

Re: Full fibre and Sports package

Karl-TalkTalk — Mon, 02 Oct 2023 07:35:25 GMT

I'm periodically checking up on this issue, and this is not resolved as yet.

Karl

Re: Full fibre and Sports package

Karl-TalkTalk — Mon, 02 Oct 2023 13:09:31 GMT

Hi Pat,

Another quick update, with some other accounts affected, an incident was raised for this, and our development teams are looking into this issue as a priority. This has been flagged to senior management and I'm checking the updates frequently to see when this is confirmed as resolved.

Thanks

Karl.

Re: Full fibre and Sports package

PHughes — Tue, 03 Oct 2023 20:32:16 GMT

Hi Karl

Thanks for your updates.

Some good news, I received the email to activate the NOW membership but the not so good news is the link is not active. It looks like there is no link behind it or possibly it has expired?

Do you want me to try and activate from dashboard on My Account - the link is to: https://service.talktalk.co.uk/nowtv?

Regards,

Pat

Re: Full fibre and Sports package

Karl-TalkTalk — Wed, 04 Oct 2023 05:40:19 GMT

Hi Pat,

Yes please, try the activation option from My Account and see if this works.

Karl.

Re: Full fibre and Sports package

PHughes — Wed, 04 Oct 2023 11:22:03 GMT

Hi Kark

Didn't get account error and was able to activate, setup account and then verify email - can you check this is working in the background?

Regards,

Pat

Re: Full fibre and Sports package

Karl-TalkTalk — Wed, 04 Oct 2023 12:24:13 GMT

Hi pat,

I'm not showing the option active on your account here yet, but there could be a delay.

I don't like leaving things to chance, so I'll take this to our teams just to err on the safe side 🙂

Karl.

Re: Full fibre and Sports package

PHughes — Thu, 05 Oct 2023 21:22:27 GMT

Hi Karl

Any update to see is properly active?

Regards,

Pat

Re: Full fibre and Sports package

Karl-TalkTalk — Fri, 06 Oct 2023 06:16:15 GMT

Hi Pat,

Lot of activity since we last spoke. I've been speaking to project managers and head of billing to look at this issue for me, and they do see an issue here, where the order is not moving to completed once the activation is completed. They have raised this with our internal developers who are working to correct this, so should not be too long now.

Karl.

Re: Full fibre and Sports package

PHughes — Wed, 11 Oct 2023 17:25:07 GMT

Hi Karl

Any update, I have not heard anything since last Friday?

Could you also look at my billing, I`m being charged and back charged for a service I dont have?

Regards,

Pat

Re: Full fibre and Sports package

Gliwmaeden2 — Wed, 11 Oct 2023 17:47:23 GMT

@PHughes, you may need to post afresh in the billing section after this is resolved - see what Karl is able to sort out for you first.

I'll re-escalate this thread.

Re: Full fibre and Sports package

Karl-TalkTalk — Thu, 12 Oct 2023 05:52:54 GMT

Hi Pat,

Sorry for the delay, I've not forgotten about you, your details are on my watch list here.

There is an incident raised with our developers as there are some other accounts that have been affected the same as yours. The billing will be sorted out, we do not expect you to pay for something you are not getting, so don't worry about that side too much. As they look at the issue, as soon as they identify the root cause and agree a resolution, they they will apply a billing correction to any accounts affected. If this is not done automatically, then I will have this manually corrected. I'm chasing with the Teams currently, but as yet the resolution has not been implemented.

Thanks

Karl.