topic Re: New customer (well, soon....) Go Live date confusion in Full Fibre

New customer (well, soon....) Go Live date confusion

jackieb123 — Mon, 24 Jul 2023 13:23:01 GMT

Hi everyone/support team,

My go live date was originally advised as 27th July. A couple of weeks ago BT Openreach contacted me on behalf of Talktalk to say go live would be 9th August. I contacted TalkTalk via chat to say this would be a problem as my service with Sky will end before then. The support agent told me to ignore BT and that go live would be on 27th July. However, I've just received another message from BT openreach via text to say again that go live will be on 9th August. I need to discuss with someone quite urgently, but cannot seem to get through on the phone, nor start an online chat. Thank you 🙂

Re: New customer (well, soon....) Go Live date confusion

Gliwmaeden2 — Mon, 24 Jul 2023 17:05:11 GMT

Add your order number to your community forum profile details, in Private Notes, @jackieb123.

Go via your avatar/name; settings; Personal Information. At the end of that section you will find Private Notes. SAVE CHANGES.

Re: New customer (well, soon....) Go Live date confusion

jackieb123 — Mon, 24 Jul 2023 19:22:17 GMT

Thanks Gliwmaeden2, order number now saved in private notes. 🙂

Re: New customer (well, soon....) Go Live date confusion

Gliwmaeden2 — Mon, 24 Jul 2023 20:24:02 GMT

I'll make sure that this is in the queue for attention from staff, @jackieb123.

They are on here during the day, Monday to Friday.

There is also the option of trying the Future Fibre number which is open from 8am:

03451 720074.

Re: New customer (well, soon....) Go Live date confusion

Arne-TalkTalk — Tue, 25 Jul 2023 12:50:14 GMT

Hi jackieb123

Thanks for your post.

It looks like the install date has been changed to the 9th August, this is probably due to engineer availability.

Really sorry that this will be inconvenient.

Re: New customer (well, soon....) Go Live date confusion

jackieb123 — Tue, 25 Jul 2023 14:48:35 GMT

Thanks Arne.

Just very frustrating that I questioned this immediately, and was advised quite categorically to ignore and that the go live date would be as originally planned. I was advised by the agent that notes had been made on the account, and not to worry.

As I cannot be without service, I may have to cancel and go back to Sky, I'll see if there is any other solution. This is unfortunate as I was looking forward to returning to Talk Talk (I'm Jackieb, an old forum member, but you may all have forgotten me!). sorry, should have just re-instated my previous forum profile (not even sure if that's possible). So nice to see familiar forum members again, you lovely bunch of people!

Take care, and thanks anyway for checking into this 🙂

Re: New customer (well, soon....) Go Live date confusion

Arne-TalkTalk — Wed, 26 Jul 2023 13:39:59 GMT

Hi jackieb123

Because its a full fibre install its not possible to move it.

Really Sorry.

Re: New customer (well, soon....) Go Live date confusion

ferguson — Wed, 26 Jul 2023 13:47:11 GMT

@jackieb123

Have you asked Sky if it is possible to amend the cease date with them?

Re: New customer (well, soon....) Go Live date confusion

jackieb123 — Wed, 26 Jul 2023 14:41:26 GMT

Hi Arne,

No worries, just frustrating, as your agents are still insisting go live is today, and that your system hasn't been updated with the date of 9th August. Even though I've sent them the screenshots of both messages from 2 weeks ago and a couple of days ago from OR (just hope I'm not being charged from today!)

I do have another question, but I'll start a new thread on that as it's a different topic.

Thanks anyway Arne 🙂

Re: New customer (well, soon....) Go Live date confusion

jackieb123 — Wed, 26 Jul 2023 14:44:42 GMT

Hi Ferguson,

Thanks for suggestion, bit worried about confusing things with Sky billing (doesn't take much!)

As long as OR connect at some point during day of 9th August, hopefully will be alright. Sky due to finish day before. Only concern is if any delay, not much leeway. But if a straight switchover on 9th, will be okay.

Cheers for input though, much appreciated 🙂

Re: New customer (well, soon....) Go Live date confusion

Arne-TalkTalk — Thu, 27 Jul 2023 11:09:06 GMT

Hi @jackieb123

I have checked with the provisioning team they are telling me that the order is now cancelled , stating "customer changed mind as current provider stopped the working line takeover"

Re: New customer (well, soon....) Go Live date confusion

Gliwmaeden2 — Thu, 27 Jul 2023 11:58:48 GMT

Yes, @jackieb123, mentioned this yesterday on their other thread.

https://community.talktalk.co.uk/t5/Full-Fibre/Eero-6-amp-ethernet-ports-ethernet-switch/td-p/2982381#M17245