topic Re: Texts and calls regarding cancelled Full Fibre upgrade in Full Fibre

Texts and calls regarding cancelled Full Fibre upgrade

helen295 — Mon, 16 Oct 2023 10:10:07 GMT

I had an appointment for Openreach to install Full Fibre tomorrow (Tuesday 17th October) and cancelled it yesterday on TalkTalk online chat.

This morning I received a text from 07860 098122 saying "our engineer will be visiting tomorrow on behalf of TalkTalk Communications Limited between 8am-1pm. If you are not available please reply to this text by 7pm". I replied and said I had already cancelled yesterday through TalkTalk, then I began to worry that this was a scam text.

About half an hour later I received a call on my mobile from 0800 955 5544 which I didn't answer and a voice mail was left saying it was TalkTalk providing an update and I had to call back for more information. Are these genuine TalkTalk numbers and is it actually necessary for me to speak to somebody? My appointment should already be cancelled and I do not want to go ahead with the upgrade at this time, so I don't see why I should need any more contact at the moment. Are these just sales calls trying to persuade me to have the upgrade?

Can someone check that this has actually been cancelled and an engineer will not be turning up tomorrow?

Re: Texts and calls regarding cancelled Full Fibre upgrade

Karl-TalkTalk — Mon, 16 Oct 2023 11:20:17 GMT

Hi Helen

I've spoken to our provisioning teams. The upgrade for tomorrow was not cancelled as requested, so they have fully cancelled this now for you.

Regards,

Karl.

Re: Texts and calls regarding cancelled Full Fibre upgrade

helen295 — Mon, 16 Oct 2023 11:50:10 GMT

Thank you, Karl. The person I spoke to on live chat yesterday assured me it had been cancelled, so I'm not very happy with that!

Re: Texts and calls regarding cancelled Full Fibre upgrade

Karl-TalkTalk — Mon, 16 Oct 2023 12:02:45 GMT

Totally understand your frustration. I spoke directly with our provisioning teams so I'm confident this has been cancelled correctly now for you.

Regards,

Karl.