topic Re: Faster Fibre Order - Escaping is not for the faint hearted! in Billing

Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Wed, 08 Mar 2023 19:40:26 GMT

Hello Everyone,

Ordered a new Fibre 65 BROADBAND ONLY line last Thursday (3rd March 2023) with 18 month contract. Advised install would be around end of March 2023. During my order I was assured a callback on Monday (7th March) to confirm whether the April 2023 price increase would apply.

Obviously the call did not happen so I am looking to exercise my cancellation right within the 14 cooling off period as nobody seems to know.

This cancellation has lead to a whole host of other issues which I wanted to share with new customers and the excellent mods on here.

FTTP (0345 172 0074) and FTTC (0345 172 0088) are two different departments on two different numbers but the security check questions are the same. As there is no telephone number associated with the account (isn’t that the point of broadband only?) how can I give this information? Have I misunderstood something?
There is no account number printed on the generic contract documents I have received by email. In-fact there is no identifiable information for me to register on the portal at all.
The email address I have received the generic documents on is not the one which is apparently registered. Remember it is one email address per TT account.
The generic contract points me to the number ending 0074 for cancellation which I am failing security on as there is no telephone number or account number.
Raised as a complaint on a call attempting cancellation. Complaint open and closed during the call. Statistics box ticked but problem unresolved?
Written Complaint requesting cancellation to concerns@talktalkplc.com. Response today has been to redirect my query back to the FTTP number above including my telephone number, account number and postcode. Back to point 1…

Fortunately my existing broadband and line is with another provider which I have not cancelled as yet so I won’t be internet-less.

If you are dependant then think carefully.

I will post updates as this moves along but my experience so far is that to escape is not for the faint hearted…

Regards,

swiflee

Re: Faster Fibre Order - Escaping is not for the faint hearted!

ferguson — Wed, 08 Mar 2023 20:36:52 GMT

I understand your frustration. If you are not an existing customer then clearly the phone number question does not apply. They should be able to identify your order using name, address, email details etc. Do keep us posted, as you said.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

jaspertat — Wed, 08 Mar 2023 21:28:58 GMT

You can write to TalkTalk. Go to the bottom of this page, download the "Terms and Conditions" and look at section 19. It will probably save you hours of frustration trying to get any sense out of TT's abysmal customer support.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

ferguson — Wed, 08 Mar 2023 21:32:29 GMT

You think that's a good way to cancel an order?

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Thu, 09 Mar 2023 16:53:43 GMT

Tried again to cancel without success. I'm guessing that the email address they have for me on the system is not the one they sent the contract to or there is a typo somewhere.

@jaspertat All I can do is serve notice by all the various channels and keep a record that it has been done.

@ferguson Thanks for the support. It's such a shame that this is how they work. #sigh

Re: Faster Fibre Order - Escaping is not for the faint hearted!

ferguson — Thu, 09 Mar 2023 16:57:18 GMT

OK, I have moved this to the Billing section for you. Hopefully the support expert there can try to help you with this.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Thu, 09 Mar 2023 17:13:57 GMT

@ferguson - Thank you. Apologies I didn't realise you were a mod. 🙂

Re: Faster Fibre Order - Escaping is not for the faint hearted!

ferguson — Thu, 09 Mar 2023 17:19:34 GMT

You're welcome. And absolutely no need to apologise, what on earth for? 🙂

It really shouldn't be so hard. As I said, hopefully the support team can help.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Sat, 11 Mar 2023 14:34:35 GMT

Can anyone in billing pick this up?

Re: Faster Fibre Order - Escaping is not for the faint hearted!

ferguson — Sat, 11 Mar 2023 14:51:58 GMT

They will do as soon as they can when they are back online on Monday.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

jaspertat — Sat, 11 Mar 2023 20:18:30 GMT

Absolutely. A paper trail is invaluable when dealing with the wilfully incompetent.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

Arne-TalkTalk — Mon, 13 Mar 2023 10:06:01 GMT

Hi swiflee

With the information given in your prolife you only have one account over FTTC with a landline number since 2021, there is no order for Full fibre linked to this account.

Is the information in your profile correct.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Mon, 13 Mar 2023 17:41:07 GMT

Hello Arne,

The account number on this profile DOES NOT relate to the FTTP order above. The FTTP order is new.

The FTTC landline for this profile has also been in existence since August 2004 so I am unsure where 2021 comes from?

Is it 1 user per account number per order?

Regards, swiflee

Re: Faster Fibre Order - Escaping is not for the faint hearted!

ferguson — Mon, 13 Mar 2023 17:45:34 GMT

Did you order as a new customer, rather than an upgrade?

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Mon, 13 Mar 2023 22:52:31 GMT

hello @ferguson - I genuinely don't remember. I didn't think a line from another provider could be upgraded. The call was recorded though and I remember the name of the operative. It is for another address though if that makes any difference and I could be classed as a returning customer?

The telephone line and number at the address in question has been there for over 40 years. It was with BT until de-regulation (if that's the correct term). US Robotics modem and the dial up days for those that remember...

It then went to TT when broadband became mainstream up until June 2013. Left TT as we couldn't get more than 5Mb/s download which was just not workable.

From July 2013 it has been with another provider (they were into trains and still into planes afaik :)) but they ran their own cabling and the telephone number was ported. I'm still in the contract from July 2013 so a simple 30 days notice.

I want to cancel this service and replace it with FTTP only (no number) so I decided to order this from TT. The operative who took the order said that as there was no existing line (the copper line from pre-2013 has been removed) then openreach engineers will need to run a new cable which will be at the end of March.

My plan was that once up and running with TT I would then cancel the other contract completely acknowledging that there will be a slight overlap..

The email I received from TT with the "contract" on 202303040414 is not the email registered.

I am fairly sure my existing provider will agree to a new 18 month contract with broadband only which is probably the easiest route to go down now allbeit at slightly greater cost but I will continue with this thread for the benefit of the community.

I continue to be baffled by the complexity of this process.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

Gliwmaeden2 — Mon, 13 Mar 2023 23:34:22 GMT

@swiflee, add the home address details for the new order in Private Notes, for @Arne-TalkTalk to take a look.

Also the order number.

Your current forum profile will only be linked to the FTTC service and address.

Go via your avatar/name; settings; Personal Information, and enter the details in Private Notes at the end of that section. SAVE CHANGES.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Tue, 14 Mar 2023 00:24:12 GMT

Thanks @Gliwmaeden2

@Arne-TalkTalk I don' t have an account number or order number but I have put the address as requested.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

Arne-TalkTalk — Tue, 14 Mar 2023 10:40:31 GMT

I will see what we can find via the address, thank you.

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Thu, 16 Mar 2023 16:29:08 GMT

Hello @Arne-TalkTalk . Just wondering if you had any luck as yet? - I had a response today and have another (2nd or 3rd) complaint case opened for this issue.

@Community - I was thinking of serving a SAR. Has anyone done this before and what was their experience like?

Re: Faster Fibre Order - Escaping is not for the faint hearted!

swiflee — Mon, 20 Mar 2023 22:32:19 GMT

Hello. A bit of a progress update. Am pleased to report that a case manager has responded within timescale as follows:

1. Asking whether I would like a copy of the contract and/or conversation had with their agent.

2. An acknowledgement that this complaint has been opened on an account that I used to have which has been inactive for 10 years.

3. If I can please provide an account number or anything to assist it being located which I should find in my email.

I will request the contract and conversation for my records however I can't do anything about point 2 (I wonder if this order was also opened there?) and I cannot provide an account number as I don't have one as per most of this thread. #SIGH