topic Re: Help Full Fibre migration Cancellation in Billing

Help Full Fibre migration Cancellation

RenAy — Wed, 04 Oct 2023 12:00:12 GMT

Hi, not sure if this is the right place. I wanted to cancel my free full fibre upgrade. I tried by text message reply which didn't work and then tried to cancel with customer services., I spoke to 3 different people yesterday and in the end felt obliged to agree. It is making me really anxious and I felt really pressured . Can anyone help me with this? I am perfectly happy with my fibre65 (copper from fibre to house) and my phone package. It does everything I need it to do and as I am out of contract I don't need to worry if I want to swop providers (Which so far I don't) I just want to carry on with what I have for now and not have my account or internet/phone service stopped . The upgrade is supposed to take place on 20th October . If anyone can direct to the support team I would be so grateful. New here. Thanks.

Re: Help Full Fibre migration Cancellation

Gliwmaeden2 — Wed, 04 Oct 2023 12:50:18 GMT

Thanks for starting your own thread, @RenAy.

It is in the queue for attention from staff. They work from oldest to newest posts, so it sometimes takes a day or two to get a reply.

They are on here, daytime, Monday to Friday.

Re: Help Full Fibre migration Cancellation

RenAy — Wed, 04 Oct 2023 12:53:40 GMT

Thank you so much @Gliwmaeden2 ! I'm still finding my feet around here 😄 Much appreciated. Not sure if I need to tag you or not, but thanks again !

Re: Help Full Fibre migration Cancellation

RenAy — Fri, 06 Oct 2023 08:49:12 GMT

Hi @Gliwmaeden2 do you know how much longer it will take for a staff member to see my case? I can't tell if they have looked at it yet as the only subscription I got was the message for the one you duplicated for Tony after I had opened mine. I can't tag his name now. though. I was hoping it would have been looked at soon. Renay

Re: Help Full Fibre migration Cancellation

Gliwmaeden2 — Fri, 06 Oct 2023 09:03:12 GMT

Not all the specialists are on every day, @RenAy, but this didn't seem to get into the workflow.

I'll move it to billing as it's connected with contracts.

Also, maybe @Debbie-TalkTalk or another member of staff will enable Private Messages for you, which need to be facilitated. Don't use them unsolicited to reach staff, but it can be useful to have PMs set up.

Re: Help Full Fibre migration Cancellation

RenAy — Fri, 06 Oct 2023 09:11:30 GMT

Hi @Gliwmaeden2 thank you. Would Debbie be able to help me today? I can't tag her. I can;t afford my monthly premiums going up. I just want to get the free upgrade stopped as soon as possible. I am in a real pickle with myself and I can't see how to cancel it easily. I just want to be able to stay on my original package. 😞

Re: Help Full Fibre migration Cancellation

Gliwmaeden2 — Fri, 06 Oct 2023 09:19:58 GMT

I just don't know, @RenAy.

It's really best not to post further before getting a response from staff.

I think having another customer post so soon after you started your thread probably stopped it escalating, which is why we try to discourage those "me too" posts before staff have a chance to reply.

It's an automated system.

Re: Help Full Fibre migration Cancellation

Arne-TalkTalk — Mon, 09 Oct 2023 14:07:58 GMT

Hi @RenAy

Debbie has sent you a PM with a link for security, I will resend this to you, once completed we can send the request to stop the upgrade order.

Thank you.

Re: Help Full Fibre migration Cancellation

RenAy — Mon, 09 Oct 2023 13:48:20 GMT

Hi @Arne-TalkTalk are you tagging me? As I don't know who the person in your message is for. I haven't received any messages off Debbie.

Re: Help Full Fibre migration Cancellation

Arne-TalkTalk — Mon, 09 Oct 2023 14:10:09 GMT

Sorry looks like auto correct kicked in and picked a different user on my last post (now edited). Have you checked your PMs on the community at the top right click on your avatar and then the envelope.

Re: Help Full Fibre migration Cancellation

RenAy — Mon, 09 Oct 2023 15:05:16 GMT

Hi @Arne-TalkTalk , thanks. I sent you a response to the security questions and an up to date message of where we are at the minute. I double checked my messages, I wonder if Debbie sent a message to the other user as I only have the one from you in my mail box.

Re: Help Full Fibre migration Cancellation

RenAy — Thu, 12 Oct 2023 11:04:20 GMT

Hi @Arne-TalkTalk I replied back to your message and on here and haven't heard anything back since Monday. Can you please tell me if you looked into my query. Thanks.

Re: Help Full Fibre migration Cancellation

Gliwmaeden2 — Thu, 12 Oct 2023 11:06:52 GMT

Re-escalated for you, @RenAy.

Re: Help Full Fibre migration Cancellation

Arne-TalkTalk — Thu, 12 Oct 2023 13:10:12 GMT

HI @RenAy

I can confirm that the full fibre upgrade has been stopped, there will be no change to your service.

Regards.

Re: Help Full Fibre migration Cancellation

RenAy — Thu, 12 Oct 2023 13:13:13 GMT

Hi @Arne-TalkTalk , much appreciated, thanks for updating.

@Gliwmaeden2 thanks for the escalation , that was appreciated too 😄