topic Re: Upgrade Status in My Account in Full Fibre

Upgrade Status in My Account

GrantWilson — Thu, 14 Nov 2024 12:28:23 GMT

Hello,

When should I expect to see an area in My Account to track an upgrade order's progress?

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Thu, 14 Nov 2024 14:44:46 GMT

Hi Grant,

It may take a while to show in My Account. What do you need to know, we may be able to help?

Chris

Re: Upgrade Status in My Account

GrantWilson — Thu, 14 Nov 2024 14:47:22 GMT

Hi Chris,

I just wanted to confirm it was still in place as my previous order was cancelled without me being informed so I don't want to get to within a couple of days before scheduled installation only to chase it up and find out it's not happening.

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Thu, 14 Nov 2024 15:00:50 GMT

Hi Grant,

Still appears to be going through. If you bump the thread on Monday we'll check again

Chris

Re: Upgrade Status in My Account

GrantWilson — Mon, 18 Nov 2024 10:47:32 GMT

Hi Chris,

My Account has yet to update with any details about the upgrade.

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Mon, 18 Nov 2024 12:33:04 GMT

Hi Grant,

What date have you been given for the installation?

Chris

Re: Upgrade Status in My Account

GrantWilson — Tue, 19 Nov 2024 14:50:59 GMT

Hi Chris,

I was given 29/11/24 as the installation date.

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Tue, 19 Nov 2024 14:54:43 GMT

OK thanks. I'll check with our Provisioning team to confirm that everything is still going through OK

Chris

Re: Upgrade Status in My Account

Chris-TalkTalk — Wed, 20 Nov 2024 09:14:03 GMT

Hi Grant,

Still appears to be going through OK. I'll check again Friday

Chris

Re: Upgrade Status in My Account

GrantWilson — Fri, 22 Nov 2024 11:52:06 GMT

Hi Chris,

Thanks for that. How are things looking today?

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Fri, 22 Nov 2024 12:34:21 GMT

Hi Grant,

Sorry, it appears that there's a problem. The order is showing OK on our systems but it's failing on Openreach systems due to pre-existing order on the line, it has been escalated to Openreach to fix the problem. I'll check again in a couple of hours to see if there's any further information

Chris

Re: Upgrade Status in My Account

GrantWilson — Fri, 22 Nov 2024 12:48:22 GMT

Hi Chris,

Thanks for the update. I had thought that the previous order was cancelled which was why I had needed to create this current one. I also confirmed with Vodafone that there weren't any open orders on their system for me that could cause a delay.

Hopefully, it's something that can be resolved without much of a delay.

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Fri, 22 Nov 2024 14:32:30 GMT

Hi Grant,

Yes, I think the cancelled order is still blocking the new ordered. There have been no further updates so I'll check it again first thing on Monday morning

Chris

Re: Upgrade Status in My Account

GrantWilson — Mon, 25 Nov 2024 14:46:05 GMT

Hi Chris,

How are things looking this morning?

Thanks,
Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Mon, 25 Nov 2024 14:56:47 GMT

Hi Grant,

No further update at the moment. I'll check again in the morning and if there's no further information I'll ask our Provisioning team to take another look

Chris

Re: Upgrade Status in My Account

GrantWilson — Tue, 26 Nov 2024 11:03:32 GMT

Hi Chris,

Any further update?

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Tue, 26 Nov 2024 11:14:29 GMT

Hi Grant,

There are no further updates so I'll check with our Provisioning team and get back to you

Chris

Re: Upgrade Status in My Account

Chris-TalkTalk — Tue, 26 Nov 2024 13:43:03 GMT

Hi Grant,

I'm sorry about this but it's not going ahead on the 29th now, There's a new go live date scheduled for the 9/12/24 but this is a provisional date and subject to change with Openreach. Apologies for any inconvenience, I know this must be frustrating

Chris

Re: Upgrade Status in My Account

GrantWilson — Tue, 26 Nov 2024 14:00:56 GMT

Hi Chris,

I can't do the 9th. It would have to be a Friday as it's the only weekday I'm off every week.

Thanks,

Grant

Re: Upgrade Status in My Account

Chris-TalkTalk — Tue, 26 Nov 2024 15:19:49 GMT

Is the 11th OK?

Chris