topic Re: Stop Free upgrade offer in Billing

Stop Free upgrade offer

Crmp2024 — Fri, 08 Nov 2024 13:05:57 GMT

Multiple times this year been told getting a free upgrade to 150 ff. Each time we have told talktalk via phone we dont want the upgrade.Last week 1st nov was one of those times, on the phone in the same call i decided to renew our current service(fibre 35) and was told we should not receive any more of the free upgrade offers now we are in a new 2 year contract.

Today 8 nov had another free upgrade communication, a text from talktalk saying email address was wrong and to sort by 9th nov,then they can send upgrade details, was told on the phone just to ignore it and there was no free upgrade order on the account anyway. And email was correct..

Have fully explained multiple time to multiple advisors these communications are causing us distress, we have had health issues in the family already this year and this is not helping! Getting texts and letters and emails saying we will be getting dates of a upgrade we have said no to multiple times and having to call up each time, a hour each time on the phone is STRESSFULL!

I understand we have to upgrade eventually and when our current service is phased out we will! But that is not the case at the moment.

Please somebody here help, the phone advisors say they cant do anything and the messages are just automatic but we cant keep ringing up and going through the same thing!

Can a marker be put on our account, not to send us this offer? And of course if our service is phased out tell us and we then will

I found this

https://community.talktalk.co.uk/t5/Full-Fibre/TalkTalk-auto-upgrading-makings-appointments-without-my/m-p/3074209#M32552

"Our provisioning team have put notes on your account asking to cancel any future upgrade attempts. If you any do slip through just let us know and we'll deal with them for you"

PLEASE DO THIS FOR US!

Re: Stop Free upgrade offer

Gliwmaeden2 — Fri, 08 Nov 2024 14:32:43 GMT

Your post is in a queue for attention, @Crmp2024.

I'll move it to the billing section, which deals with account / contract issues.

If you don't get a reply today, it will be after the weekend.

Re: Stop Free upgrade offer

Arne-TalkTalk — Tue, 12 Nov 2024 12:08:17 GMT

Hi Crmp2024

I will request the communications to stop ASAP.

Re: Stop Free upgrade offer

Crmp2024 — Thu, 14 Nov 2024 13:05:09 GMT

Thank you please can you show some sort of concrete proof things will be stopped as i see

https://community.talktalk.co.uk/t5/Full-Fibre/TalkTalk-auto-upgrading-makings-appointments-without-my/m-p/3074209#M32552

may still be getting stuff.

Really need to see something that shows we are going to be left alone untill we need to upgrade!

Re: Stop Free upgrade offer

Crmp2024 — Thu, 14 Nov 2024 18:44:49 GMT

just had a lady call from 0161 850 6772 saying she calling on behalf of talktalk, to check our details are correct as full fibre is in our area and talktalk are offering it. Then her manager said they call on behalf of multiple broadband companies to check details.

Both english, in manchester they said.

I didnt give them any details and blocked number.

https://who-called.co.uk/Number/01618506772

On the 8 Nov we had a text from talktalk saying talktalk want to upgrade us but the email address on our account is wrong and to update on talktalk website. I didnt use the link in the text, no number showing for that text just "Talktalk" checked acount on my PC and talktalk customer service on the phone said everything was correct, and there was no upgrade order showing.

Another customer who had a text like this also on the 8th

https://community.talktalk.co.uk/t5/Full-Fibre/Cityfix-pestering-again-to-upgrade-to-fibre-150-can-I-stay-on/m-p/3075521#M32753

Was this call connected to that text or todays posts or just a badly timed scam call?

Edit, perhaps a scam call

Re: Stop Free upgrade offer

Arne-TalkTalk — Mon, 25 Nov 2024 11:38:03 GMT

The call and Sms where from TalkTalk, the team did not check the account beforehand where they would have seen the cancellation and the do not contact request made earlier.

Apologies again.