topic Re: Fast Broadband and Fibre 150 Dual Package in Billing

Fast Broadband and Fibre 150 Dual Package

jimboy26 — Sun, 14 Apr 2024 20:10:45 GMT

My Fibre 65 contract was due for renewal on 2 May. I contacted TalkTalk and was offered Dual Package consisting of Fast Broadband and upgrade to Fibre 150. I agreed and received emails and pdf files confirming the contracts.

However the upgrade to Fibre 150 has not taken place. I have used chat lines and phoned on several occasions. Each time I speak to someone and explain the situation, I get the same response that they are the best person to help and they will resolve the problem. I am put on hold while they speak to their manager, they come back and tell me that the problem is resolved and that Fibre 150 will be active within 24 hours.

It doesn't happen. I must be due some form of financial compensation since I am not getting the service as agreed by contract.

Can someone help and resolve this before I have to lodge a formal complaint ?

Re: Fast Broadband and Fibre 150 Dual Package

Gliwmaeden2 — Sun, 14 Apr 2024 21:07:38 GMT

Moving this to the billing section for you, @jimboy26, for the account and contracts to be checked.

Staff respond during the day, Monday to Friday.

Re: Fast Broadband and Fibre 150 Dual Package

jimboy26 — Mon, 15 Apr 2024 19:35:24 GMT

Hi Gliwmaeden2,

you are truly a Community Star.

My problem has been resolved within 24 hours and it is due to your intervention and placing my post in the correct section.

I have been a TalkTalk customer for many, many years and have been very pleased with the service provided. I have, on occasion, had relatively minor problems and that is when TalkTalk let themselves down.

However, no person or company is 100% perfect.

I cannot thank you enough for your assistance.

Wishing you all the very best in life,

jimboy26

Re: Fast Broadband and Fibre 150 Dual Package

Gliwmaeden2 — Mon, 15 Apr 2024 21:15:50 GMT

Wonderful to hear that somehow it's all sorted, @jimboy26. Good result!