topic Re: New Account confirmation in Fibre

New Account confirmation

Shabbir — Thu, 02 Feb 2023 11:11:32 GMT

I ordered the fiber 900 package yesterday online but havent received any information via email. i've tried contacting customer services via telephone but they're having difficulty understanding the situation.

i know the order has been processed as i've had a text from city fibre for an installation appointment, but i find it very unusual that nothing has been sent to me, no information or a contract.

is this normal?

Re: New Account confirmation

Divsec — Thu, 02 Feb 2023 11:31:01 GMT

Hi @Shabbir I'm afraid nothing seems to be very normal with fibre at the moment. You might be able to check the order in my account, if it exists yet.

Otherwise your post has been escalated and you should hear soon.

Re: New Account confirmation

Divsec — Thu, 02 Feb 2023 11:31:50 GMT

Hi @Shabbir you did check junk mail?

Re: New Account confirmation

Shabbir — Thu, 02 Feb 2023 11:35:36 GMT

thank you for replying back to me, there's nothing in my spam folders and i cant access my account as it doesnt recognise my email address.

i think i may just have to refuse the installation and cancel the order as if this is an indication of how things are going to be then maybe i should go somehwere else.

thank you once again.

Re: New Account confirmation

Divsec — Thu, 02 Feb 2023 11:41:06 GMT

Hi @Shabbir that would be a shame as once tt get the show on the road they are very good and well priced. Good luck.

You should still be within your cooling off period but without the literature you are missing.....

Good luck.

Re: New Account confirmation

ferguson — Thu, 02 Feb 2023 12:00:13 GMT

@Shabbir Before you decide, give the support team here a chance to check out what is happening with your order. If you put your full name and address in the Private notes of your personal profile (click here) they will hopefully be able to trace it.

Re: New Account confirmation

Arne-TalkTalk — Thu, 02 Feb 2023 12:16:32 GMT

Hi Shabbir

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name + Account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: New Account confirmation

Shabbir — Thu, 02 Feb 2023 12:57:48 GMT

Hi, thank you for responding back.

i've updated my community profile with my details, however i can provide you with my account number as i've not been sent anything!

i know that the order has gone through as i've received a text from city fibre confirming an installation date, thats all i have to go on so far.

i would really appreciate it if you could look into this and hopefully resolve the issue.

Thank you.

Re: New Account confirmation

Arne-TalkTalk — Fri, 03 Feb 2023 12:40:59 GMT

HI Shabbir

I cant find any account information with the details you have given, you may need to contact sales team again to check if the order was accepted.