topic Upgrade Issue in Fibre

Upgrade Issue

Steve100363 — Sun, 19 Mar 2023 08:25:30 GMT

I put through an upgrade from fibre65 to fibre150 in November 2022 to go live in December, this failed to happen and i was told that the fibre150 order would have to be cancelled and a new order put through that would coincide with the fibre 65 being cancelled, again this didn’t happen, i have continued to chase this and had a phone call saying that as there had been issues i would be charged 50% of the price until the issue was resolved, i agreed to this, on the 14th March my connection ceased, i contacted via chat and was told that fibre150 would be live on Friday 17th, this didn’t happen and i still do not have any broadband connection, after speaking via chat on Friday, i was put through to 3 different departments before being told that i would have to call on Saturday as the department i needed had just closed for the day, i called on 18th March and was then told that all my services had been cancelled and i had no contract with talktalk at all, i had no correspondence from talktalk regarding this, i have been happy with the service up to now so not sure what to do next to get this resolved

Re: Upgrade Issue

KeithFrench — Sun, 19 Mar 2023 14:51:33 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first. Please try to avoid posting on here until TalkTalk has responded to you, otherwise, this will just put you further down the queue.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Upgrade Issue

Arne-TalkTalk — Tue, 28 Mar 2023 11:08:30 GMT

Hi Steve100363

Thanks for your post

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

Name

Telephone number or 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