topic Re: Full Fibre in 'My Account' in Billing

Full Fibre in 'My Account'

yorkman — Thu, 15 Jun 2023 08:31:34 GMT

Hello, looking for some advice please.

I switched to Full Fibre on 14 April, having previously had Ultra Fibre Optic (UFO).

An engineer came to my house, made a change to the wall-mounted white box, and all was good.

However, since then, the 'My Account' section of the TalkTalk website still only refers to my old package, and doesn't mention Full Fibre.

I'm trying to solve this because I'm still being billed for my old service!

How can I switch 'My Account' to understand that I'm on Full Fibre now?

Re: Full Fibre in 'My Account'

Gliwmaeden2 — Thu, 15 Jun 2023 09:29:33 GMT

It seems to take quite a while to set up the Full Fibre details in My Account, @yorkman.

Moving this to the billing section for you.

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Re: Full Fibre in 'My Account'

Arne-TalkTalk — Fri, 16 Jun 2023 08:12:46 GMT

Hi @yorkman

I will pass this to our billing team as it looks like a new account will need to be created.

Will let you know when they reply.

Re: Full Fibre in 'My Account'

yorkman — Wed, 21 Jun 2023 15:33:25 GMT

Hi Arne, any update on this? And if not, how long do you expect the billing team will take to set the new account up?

Re: Full Fibre in 'My Account'

Arne-TalkTalk — Thu, 22 Jun 2023 11:20:31 GMT

I will request an update, but I've not been given any timescales. Sorry.

Re: Full Fibre in 'My Account'

yorkman — Thu, 06 Jul 2023 09:12:04 GMT

Any update on this?

I don't understand what the delay is, I've been using Full Fibre since April, three months ago.

My existing UFO package is due to be cancelled next week, and without having any reference to my Full Fibre package still, I'm worried I'll lose my internet connection.

Re: Full Fibre in 'My Account'

Gliwmaeden2 — Thu, 06 Jul 2023 10:54:23 GMT

Re-escalating this for you, @yorkman.

Re: Full Fibre in 'My Account'

Debbie-TalkTalk — Tue, 11 Jul 2023 08:58:11 GMT

Hi yorkman

It is still with the billing team.

Sorry.