topic Re: Tv hub and WiFi hub in Full Fibre

Tv hub and WiFi hub

oorwullie1 — Mon, 15 Jan 2024 16:26:04 GMT

I agreed to update to the TV Hub and was promised delivery of the box and new WiFi hub within 3 working days. Now 10 days later I have heard nothing and received nothing. I tried customer support twice. Fobbed off on first with a “Yodel will deliver as promised “. Second time I was bumped around from Fibre Experts team to Best Value team back to fibre experts team . After more than 30 minutes I said goodbye and hung up.
What can I do, besides leaving TalkTalk.?

Re: Tv hub and WiFi hub

fr8ys — Mon, 15 Jan 2024 17:23:35 GMT

Hi,
You are in the staff's queue for a response.
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: Tv hub and WiFi hub

oorwullie1 — Mon, 15 Jan 2024 18:04:46 GMT

All done 👍

Re: Tv hub and WiFi hub

Karl-TalkTalk — Tue, 16 Jan 2024 08:48:29 GMT

the orders have been placed at the time of making changes to your package however the initial changes have not completed as yet and still show as inactive. any equipment order is not processed until these account changes are completed.

I can see that you have raised a complaint yesterday and this has been assigned to our complaints teams and a follow up call has been arranged for the 18th to follow up. As this is now with the complaints team we have to allow them to follow the case through with you to resolution.

Thanks

Karl.

Re: Tv hub and WiFi hub

oorwullie1 — Fri, 19 Jan 2024 15:40:21 GMT

Well, 18th has been and gone and no one called me on follow up.

Importantly, I had already received an email notification on 5 January that ALL changes to my package had been made.

why is it so difficult to get a new TV Hub box?

Re: Tv hub and WiFi hub

oorwullie1 — Sat, 20 Jan 2024 14:10:19 GMT

Well, 18th has been and gone and no one called me on follow up.

Importantly, I had already received an email notification on 5 January that ALL changes to my package had been made.

why is it so difficult to get a new TV Hub box?

Re: Tv hub and WiFi hub

Karl-TalkTalk — Mon, 22 Jan 2024 08:30:15 GMT

I've emailed the Loyalty Teams directly to get this picked up and for someone to contact you.

Thanks

Karl.

Re: Tv hub and WiFi hub

oorwullie1 — Wed, 24 Jan 2024 17:44:56 GMT

Hi Karl, still no answer. I’m 20 + years with TalkTalk and this is becoming intolerable. Sorry for shouting but ALL I WANT IS A NEW TV HUB BOX.

Re: Tv hub and WiFi hub

Karl-TalkTalk — Thu, 25 Jan 2024 08:12:09 GMT

I'm chasing this up now, I've copied in my manager to chase this.

Karl

Re: Tv hub and WiFi hub

oorwullie1 — Mon, 29 Jan 2024 10:51:23 GMT

Hi Karl, any feedback?

Re: Tv hub and WiFi hub

Karl-TalkTalk — Mon, 29 Jan 2024 10:56:59 GMT

Sorry for the delay, I was off on friday so not able to reply to you then. I've spoken with my Manager first thing this morning and she is chasing this with the Teams to progress.

Karl.

Re: Tv hub and WiFi hub

oorwullie1 — Fri, 16 Feb 2024 12:23:36 GMT

Just a wee heads up that everything seems to be sorted, all equipment received and system flying. Top marks to Lucy and Curtis on the phone and you lot here on the forum. 😃

Re: Tv hub and WiFi hub

Anonymous — Fri, 16 Feb 2024 12:26:32 GMT

Hello,

I'm glad to hear this and thanks for confirming 🙂

Thanks

Michelle