topic Re: TalkTalk CityFibre Upgrade Renewal in Billing

TalkTalk CityFibre Upgrade Renewal

empatel96 — Wed, 05 Jul 2023 16:04:30 GMT

Hello,

My contract comes to an end on 6th of July and I've spent the past month making calls and over live chat trying to get the situation resolved for me.

I've been given various numbers to call, who all just passed me through from one department to another and have done nothing to resolve or upgrade my contract.

I was looking to move to 150 or 500 package and the most helpful thing I was told by someone was that talktalk is unable to upgrade my contract as it's through cityfibre and there are currently no systems in place but perhaps credit could be applied to my account. He tried to transfer me elsewhere and then nothing happened.

To conclude, I've been messed around for hours and have had nothing to show for it.

Note: My initial contract fibre 65 was through talktalk. It's been moved to CityFibre since May 2023 after having a 'free cityfibre install' done at my address.

Re: TalkTalk CityFibre Upgrade Renewal

Gliwmaeden2 — Wed, 05 Jul 2023 19:10:51 GMT

A simple renewal shouldn't be a problem, but upgrades with CityFibre are NOT straightforward, @empatel96.

Staff will be back during the day, so I'm afraid there's no support before the 6th.

Not clear what happened after I escalated your previous thread:

https://community.talktalk.co.uk/t5/Billing/Contract-renewed-after-cityfibre-free-upgrade-without-my/td-p/2976549

Re: TalkTalk CityFibre Upgrade Renewal

empatel96 — Thu, 06 Jul 2023 11:12:34 GMT

About that previous thread, not sure if someone from the staff here did something but my contract term was reverted to the original and expires today.

Now having trouble upgrading to a better line

Re: TalkTalk CityFibre Upgrade Renewal

Arne-TalkTalk — Fri, 07 Jul 2023 09:31:09 GMT

Hi empatel96

Sorry that you are having problems

Renewals have to be done by the loyalty team on 03451720088 They will be able to see what options are available, upgrades in speed on city fibre unfortunately require a cease and re-provide meaning there will be a loss of service.

Sorry for any inconvenience caused

Re: TalkTalk CityFibre Upgrade Renewal

empatel96 — Fri, 07 Jul 2023 09:35:01 GMT

Thanks Arne.

I keep getting told nobody is able to put an upgrade through for cityfibre and my only option is to renew/roll on with the current contract. Who I do I have to get through to?

Re: TalkTalk CityFibre Upgrade Renewal

Gliwmaeden2 — Fri, 07 Jul 2023 09:51:17 GMT

The fact is as you have been told, @empatel96: it's NOT POSSIBLE to upgrade with CityFibre except with a gap in your provision. Cease and reprovide could take many days / weeks.

To ensure continuity of service, you would be safer simply renewing.

All renewals can be done through Chat / phone 03451 720088.

The direct number for Future Fibre support is 03451 720074 if you need more information.