topic Re: Upgrade from Fibre 65 to 150. in Billing

Upgrade from Fibre 65 to 150.

Roger46 — Wed, 25 Sep 2024 17:26:35 GMT

I signed up in July for this free offer and duly received the new router etc very soon and was given a date for an engineer to call to sort out the fibre connection to the house. They didn't turn up and upon contacting Talktalk today I have been told that there will be a delay for the connection but they could not tell me even roughly when. Has anyone else had this experience ? I live near Lewisham in south east London.

Re: Upgrade from Fibre 65 to 150.

Arne-TalkTalk — Thu, 26 Sep 2024 13:36:23 GMT

Hi Roger46

The notes say the order has been cancelled, So you will need to contact the loyalty team to place the order again.

Sorry

Re: Upgrade from Fibre 65 to 150.

Roger46 — Fri, 04 Oct 2024 17:59:26 GMT

Hello - who cancelled this order ??

It certainly wasn't me !

The person I spoke to at Customer Services could not tell me but promised it would be revived and not to send back the Eero router etc.

I have been a loyal customer for years and am now left with this most confusing situation.

I have also now been charged substantially more than I normally pay, in the last two months for the phone package which was £5 per month, now £16 !!

I really don't think it should be me trying to sort all this out., I am 77 and don't need this grief !!

Please help !!

Re: Upgrade from Fibre 65 to 150.

Gliwmaeden2 — Fri, 04 Oct 2024 18:25:54 GMT

@Roger46, £16.00 is full price for the phone boost all day. Check your records, as it may have been a special deal @ a discount for x months, now expired.

Re: Upgrade from Fibre 65 to 150.

Roger46 — Sat, 05 Oct 2024 10:38:08 GMT

My contract for the phone boost facility at a cost of £5 runs until January 2025.

I have been charged the full price since trying to change from fibre 65 to 150, despite having it in writing that my £5 phone boost will remain in place.

Re: Upgrade from Fibre 65 to 150.

Gliwmaeden2 — Sat, 05 Oct 2024 11:22:12 GMT

Staff are not on here before Monday, @Roger46.

I'll move this to the billing section for them to follow up this aspect.

Re: Upgrade from Fibre 65 to 150.

Arne-TalkTalk — Wed, 09 Oct 2024 14:02:37 GMT

Hi Roger46

I would suggest contacting the loyalty team regarding this on 03451720088

Sorry for any inconvenience caused