topic Re: home move problems in Full Fibre

home move problems

beachmat — Wed, 08 Nov 2023 12:02:49 GMT

I'm moving house soon and tried to tell you about it on your website but it said it couldn't be done and I needed to ring you, which I did. An order was placed for Fibre 65 at my new address, but today I received a text saying there was a problem with the order and to use the link to chat. That didn't work, so I rang, and the rep wasn't sure if the order had gone through even though I had received a contract summary (it was placed on a different system or something). He transferred me to the FF dept and after waiting about 20 minutes I got cut off. I tried ringing again and got cut off again.

If the service wasn't such good value I'd go elsewhere. Is anyone reading this in a position to clarify what's going on with my order?

Re: home move problems

beachmat — Wed, 08 Nov 2023 12:07:19 GMT

I've now tried using the SMS service, but after going through the verification procedure, was told I needed to phone. I'll refrain from saying what'd I'd really like to...

Re: home move problems

beachmat — Wed, 08 Nov 2023 12:32:36 GMT

Ok, managed to speak to someone in the loyalty dept who said that the reason there was a problem with the new order was that for some reason the cease on my existing account had been cancelled. So hopefully it's now resolved - we'll see.

Re: home move problems

Arne-TalkTalk — Thu, 09 Nov 2023 10:21:11 GMT

Keep us updated.

Re: home move problems

beachmat — Sat, 11 Nov 2023 17:54:18 GMT

I've had a couple of emails from TT saying they'd love me to stay with them, which is a bit confusing because I am. I hope it isn't an indication of a problem with the new order.

Re: home move problems

beachmat — Mon, 13 Nov 2023 21:27:12 GMT

I still haven't had a call from an engineer about installation at my new address, and it's getting close to moving day.

Re: home move problems

beachmat — Tue, 14 Nov 2023 11:11:23 GMT

I had a text this morning saying the new order had been cancelled because it's not a full-fibre area.

Just spent over an hour on the phone again sorting out an FTTC alternative. So in fact I will have a landline anyway.

Extremely frustrating as I first notified TT about moving more than 2 weeks in advance, but will now be 10 days without any internet.

Re: home move problems

beachmat — Tue, 28 Nov 2023 17:25:29 GMT

11 days since I moved and still no internet...

Re: home move problems

Arne-TalkTalk — Wed, 29 Nov 2023 10:39:42 GMT

There is a call scheduled for today from your complaint manager.

Re: home move problems

beachmat — Wed, 29 Nov 2023 15:27:50 GMT

An Openreach engineer has attended and sorted it out, finally.

Re: home move problems

Arne-TalkTalk — Thu, 30 Nov 2023 11:39:02 GMT

Thanks for the update. You should be eligible for Auto Compensation if you haven't received any contact by the end of December post back and I can escalate it.

Re: home move problems

beachmat — Thu, 30 Nov 2023 19:09:11 GMT

OK, thanks.