topic Re: Upgrade to Full Fibre 900 in Full Fibre

Upgrade to Full Fibre 900

Z0roDai — Sat, 05 Aug 2023 12:48:34 GMT

I'll preface this post by saying I hate moaning on forums, yet here I am, moaning on a forum because of the service I've received from talktalk.

I first started off attempting to upgrade my fibre 150 package to full fibre 900, I won't go into how difficult this process was via the website, where option wouldn't even present it self, nor about the sound delay when attempting to complete this order over the phone.

Long story short, I managed to action the upgrade in Early June (bear in mind, we are now in August) I was assured my new contract would start on the 28th of June. 28th of June came and went, no change in speed. I called the team on multiple occasions, I was told an open reach engineer would come and sort the issue as it could be an issue with ONT or connection (if it wasnt then a nice tidy £75 for talktalk). Engineer came and went, after escalating up to 2nd line, no fault could be found.

Complaint was then raised (currently ongoing) with the latest development, a diagnostics check as the issue/bug they were experiencing recently had been resolved yet my download speed had no difference.

This diagnostics check has now left my home without internet (partner and I both work from home) and we have been waiting for an engineer since 8am this morning, cancelling a lunch reservation we had with family who have travelled over 200 miles to see us.

I'm condensing alot of what has gone on, multiple attempts to resolve this over the phone, twitter and in person with no resolution. I have no clue what is going to happen next as if I am unable to get the internet up and running again before Monday, my partner and I will be out of pocket.

Time to change provider maybe?

Re: Upgrade to Full Fibre 900

Gliwmaeden2 — Sat, 05 Aug 2023 13:01:30 GMT

There are no staff members on here at the weekend, @Z0roDai.

You will need to persevere with whatever support you can get via Chat / phone.

There doesn't seem to be a straightforward way to upgrade between packages with this Future Fibre - it sometimes means the line is ceased and THEN upgraded etc.

Unfortunately it's just as bad trying to switch ISPs. Not the straightforward process that has been running for basic ADSL or FTTC.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Upgrade to Full Fibre 900

Z0roDai — Sat, 05 Aug 2023 13:14:20 GMT

Hi @Gliwmaeden2,

Appreciate the time for a response. I agree with all the points you're making, I don't believe I posted for a resolution, more just out of abject frustration and to cover all bases.

Never had an issue w/ Talktalk before, I'd always speak so highly of them but this is just getting out of hand. Lack of communication, the 5 day workweek (which I agree with, power to the workers) extending the time for resolution, not ideal.

Hopefully the engineer turns up either today or tomorrow eh?

Re: Upgrade to Full Fibre 900

Gliwmaeden2 — Sat, 05 Aug 2023 14:04:16 GMT

If they skip an appointment without forewarning, you'll be due compensation, @Z0roDai.

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

If you need further support on here next week, make sure that you have completed your community forum profile details.

Add your Talktalk account number by going via your avatar/name; settings. Personal Information. SAVE CHANGES.

Re: Upgrade to Full Fibre 900

Arne-TalkTalk — Tue, 15 Aug 2023 11:34:45 GMT

Hi Z0roDai did the engineer arrive?