topic Re: Cancellation Pendind. in Full Fibre

Cancellation Pendind.

Trex500 — Sun, 08 Oct 2023 09:17:44 GMT

Why do talktalk tell lies and give information to customers that Is only usefull to get you off the phone them.

Re: Cancellation Pendind.

fr8ys — Sun, 08 Oct 2023 09:45:30 GMT

If you wish support staff to help, please detail your issue and for a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you

Re: Cancellation Pendind.

Trex500 — Sun, 08 Oct 2023 09:50:11 GMT

I had a full fibre upgrade done on Thursday 5/10 and since have been left with no land line,no internet and no TV.

I was told I would be live a couple of hours after the install which didn't happen.On calling talktalk Thursday night i was promised by Pepyjane I would get a temporary copper connection until the problem is resolved,this hasn't happened.On Friday 6/10 morning I was told by Mary I am getting a priority call from an engineer and to keep my line clear.This didn't happen.Friday morning I was promised by Mayla if I made an engineers booking for the 11/10 it would get escalated to urgent/priority and to expect a call soon from the engineer. Friday evening no call,contacted talktalk again to be told I am not priority and never was,my appointment is 11/10/23 and to have somebody at home or I would get charged £75.

Now my problem is I have to attend a court trial by CVP webcam tomorrow Monday 9/10 at 10am and I have no internet,no time to rearrange anything because the lies supplied to me by talktalk staff said everything would be live and working.

I cannot use my printer ,I cannot speak to the courts and cannot take a call about the trial.

Talktalk say I will get compensation but is this a fair way to treat your customer of over 20 years?

If I stop my direct debit payments you will soon chase me down with threats and charges.

Expect a cancellation your service is disgusting.

Re: Cancellation Pendind.

Trex500 — Sun, 08 Oct 2023 10:25:29 GMT

Thanks for the automated generic reply but as in OP useless information again.Talktalk have a full case report spreading over 4 days

Re: Cancellation Pendind.

Gliwmaeden2 — Sun, 08 Oct 2023 11:37:17 GMT

Staff are not on here at weekends, @Trex500.

Please look out for their response during the day (Monday to Friday).

With no community forum profile details completed, they will not be able to identify your account. It's important that you follow the guidelines in @fr8ys's reply.

Re: Cancellation Pendind.

fr8ys — Sun, 08 Oct 2023 12:52:20 GMT

Hey @Trex500, I'm a customer just like you trying to get you a response as quickly as possible.

I'm not automated, nor generic.

Re: Cancellation Pendind.

Trex500 — Sun, 08 Oct 2023 15:51:52 GMT

Sorry my friend,everything talktalk offer is automated script talk,sorry for my misunderstanding and I have followed your advice.

Thanks for your help.

Take care

Re: Cancellation Pendind.

Trex500 — Wed, 11 Oct 2023 18:25:41 GMT

Quick update for anybody interested, nice to see talktalk havent commented with any help or advice.

Openreach Engineer came today, typically half an hour late to resolve why I have had no service for nearly a week and his diagnosis was the openreach installer has done something wrong when fitting to the pole,he said I'll try and get a bigger van and call back.Obviously he had no intention of calling back,then he went,still leaving me with no service.Another half day off work and still no services.

Tried to call the loyalty team but had to go through the minefield of foreign, broken English talking, technical department who don't actually do anything but tell lies and send scripted replies to keep you away from fluent English speaking

management.

So tomorrow's the big cancellation day as promised.You have had a week and managed to let me down five times,cost me 2 half days off work, adjourned a court case,cost me £40 in data so I can hotspot off my phone to give the kids some TV,and left me unable to print documents for work.

I will wait for a resolution,if no service is provided tomorrow my direct debit is going to be cancelled.

I will keep posting back with updates as they happen so current and prospective customers to Talktalk can rate their performance and make their own decisions.

Re: Cancellation Pendind.

Gliwmaeden2 — Wed, 11 Oct 2023 18:55:28 GMT

@Trex500, sometimes staff pick up threads regardless of whether they were automatically escalated. They didn't, and the automated workflow did not kick in.

Sorry that you have not had any replies from Talktalk staff. I'll escalate this manually now.

Whatever you do, leave your Direct Debit in place until everything is sorted out. Late charges / admin fees etc or anything unpaid will simply lead to an even more stressful scenario.

Re: Cancellation Pendind.

Trex500 — Wed, 11 Oct 2023 19:12:43 GMT

That would be very interesting to see them chase me for a result.

Broken contracts and disconnected from vital services,im one of many and I'm probably voicing for a lot of people.

Like I said I'll keep viewers updated.

Re: Cancellation Pendind.

shooking_sybase — Thu, 12 Oct 2023 07:50:11 GMT

I have cancelled for another reason. The Eero lack of sensible UI. I agree with you on the semi automated replies. All support staff have to use AI chatbots to do some of the heavy lifting. Someone said give details ... AI can't handle it and likely the mgmt have reduced the number of competent staff. Then you get transfered and same questions- I respectfully asked folks to reread the transcript and that seemed to work. A real human?

I can't get the spec necessary to add own router. Not much to ask. But too much to get. So I cancel and go to Vodafone.

Re: Cancellation Pendind.

Trex500 — Thu, 12 Oct 2023 08:47:07 GMT

Morning pal.

I have been with them over 20 years and the amount of helpfull fluent English speaking staff is alarming,probably due to teaming up with Tech Mahindra,which basically means we're not paying English staff so find me someone abroad to sort out my moaning customer.

I live 7 miles from Salford HQ but have to go through Mumbai to be told to restart my router.

Vodafone have offered me good deals also and I have my mobile with them,something else talktalk made an utter mess of when I was with them.

Hope your all sorted now mate with Vodafone, enjoy your fibre

Re: Cancellation Pendind.

Arne-TalkTalk — Thu, 12 Oct 2023 12:59:36 GMT

Hi Trex500

Im sorry that you are having problems.

You have an open complaint, and the complaints team have advised that, an Openreach engineer is required to go they will need to speak to you to arrange this.

They will keep trying to speak to you via your mobile .

Re: Cancellation Pendind.

Trex500 — Thu, 12 Oct 2023 13:20:33 GMT

An engineer has been,said the installer messed up then went,what does that mean,he abviously isn't arsed less than talktalk

Re: Cancellation Pendind.

Arne-TalkTalk — Wed, 18 Oct 2023 11:34:25 GMT

Hi Trex500

Did the 2nd engineer go out?

Re: Cancellation Pendind.

Trex500 — Wed, 18 Oct 2023 12:28:34 GMT

The 2nd engineer came, apparently nobody answered the door,although I didn't get a call or any voice mail was left,I was told I had missed him and would have to book again.

Which I did for the day after between 8 and 1.Noboody turned up.

Contacted talktalk again and was told the engineer is delayed and will now be coming between 1 and 6,then the message came through on my phone that I had an engineer on his way,obviously forgot to book it.

Anyway openreach turnd up at 2.15 ,top lad very helpful, found the fault , crushed fibre in the wall box,20 minutes job done.

Re: Cancellation Pendind.

Arne-TalkTalk — Thu, 19 Oct 2023 13:33:53 GMT

Thanks for the update.