topic Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date in Full Fibre

7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 10:24:02 GMT

I ordered Full Fibre 900 (CityFibre) last week. At time of ordering, it says an installation date will be provided in 2-3 working days. I have not had a single piece of communication from TalkTalk, not even an order confirmation email.

I've spoken to various agents on the online chat and they keep telling me they're leaving "notations on my account to escalate this" and various deadlines have come and gone.

Can anyone here do anything? I've said that if I have nothing by 4pm, I am cancelling my order.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 10:33:59 GMT

Hi romac90,

Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. 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.

Thanks

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 10:40:08 GMT

Hi Chris. Thanks for any assistance. I've updated my profile, and my order was placed with the same email address as used for this account.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 10:48:38 GMT

Thanks for that. Have you been given an order number?

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 10:50:52 GMT

Nope, absolutely nothing. I've spoken to agents on the online chat so I know the order has gone through.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 10:52:22 GMT

OK thanks, could you add you address to the private notes section of your community profile and I'll see if I can find your order with that

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 10:54:20 GMT

Added that now, Chris. Thanks again.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 11:09:53 GMT

I'm sorry about this, I can't find the order. Was it our sales team that you've spoken too?

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 11:11:59 GMT

Well that's worrying.

I've been put through to "TalkTalk Full Fibre Order Management Team" whenever I've gone on the chat, and they've confirmed my order went through on 20th October.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 11:16:01 GMT

Thanks. They probably have access to systems that we don't have access too. I'm sorry about this but I can only really suggest speaking to them again as I can't even see the order. When was the last time that you spoke to them?

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 11:20:13 GMT

Sorry, but everyone keeps telling me they're limited in what they can do. I don't know how to get through to someone that can actually do anything. Where can I go?

I spoke to them earlier this morning. I have saved all the chat transcripts if that helps.

When I ordered a week ago, I was expecting to be given a date earlier this week for perhaps installation late next week, now it's looking like it's going to be a while before I ever get anything and it's going to start affecting my ability to work from home. I am extremely close to going elsewhere where I will actually be able to chose my own installation date at time of order instead of this.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 11:24:57 GMT

Did they tell you they'd escalated it this morning and if so did what deadline did they give you?

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 11:27:27 GMT

They've told be several times this week that I'd be updated "tomorrow", and I've still not heard a peep - I've had to chase it every time and it feels like I'm back to square one every time. The fact you're not seeing the order is just making me think they're talking nonsense to me.

I told them that if I don't hear back by 4pm, I'm contacting them to cancel it. Because I'm then going to have to order with someone else and then it's another weekend of no progress.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 11:34:06 GMT

The fact that I can't see the order doesn't mean that they are talking nonsense, they will be able to see the order but I don't have access to that system. The problem I have is the systems that I can access with your address don't show an order and another system that probably will have your order, I can't search without an order number or account number

Do you have service with anyone at the moment?

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 11:40:43 GMT

Ok, understood, it's just another red flag for me given I've not even got a confirmation email at all - that can't be normal right?

I'm just looking back through my saved chat transcripts - this morning I was told:

"Actually, they already did the escalation to the back-office team however, we are still not receiving an update about the issue the reason why I would need to follow up the escalation so that they can provide us the update and we can relay it to you however, the order is still in progress. But I will do my best for you to receive an update today so that they will be aware."

Is this "back-office" team likely to actually get back to me today, given that they haven't all week?

I'm just baffled that others get their confirmation and installation date right away, and I'm no further forward a week later.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 11:45:11 GMT

And no, I've just moved here so have no broadband provider.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 12:45:04 GMT

Thanks for the information. I'll check with our provisioning team, I'll see if they can offer any assistance

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 12:50:10 GMT

Cheers Chris, appreciate the effort.

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

Chris-TalkTalk — Fri, 27 Oct 2023 13:37:05 GMT

Hi romac90,

Ok, we are getting somewhere, a very helpful colleague in our provisioning team has progressed the order so you should soon receive notification about the installation date

Chris

Re: 7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

romac90 — Fri, 27 Oct 2023 13:41:07 GMT

Had my message from CityFibre regarding an installation date just come through. I wish I'd come here earlier! Thanks very much for nudging, Chris!

Can I expect an email and/or notification of the delivery of the equipment next?