Contract Renewal Delays

[SteveElmo]

Hi all, 

Over two weeks ago I decided to renew my contact for part fibre which includes a new TV Hub box& Router, however, despite two conversations with Talk Talk support where I was promised on both occasions that they would prioritise my case, I still have not received the new TV box and Router, nor has the new contract kicked in.

Can anyone here offer any advise on what else I can do as I have a feeling that my issue is not going to be resolved any time soon.

Regards

Steve

[mandisa1-TT]

Hi there @SteveElmo The order management will be able to provide you with further details regarding the delayed order.

[SteveElmo]

Hello @mandisa1-TT. I tried that as well and I was told nothing new. It's as if my order has fallen into a black hole.

[mandisa1-TT]

Hi there @SteveElmo We apologize for the inconvenience caused, however when I checked on your account the escalation was raised on the 6th and stated issue should be resolved by the 14th. Please contact the Order management team on the number provided for further assistance.

[SteveElmo]

No change then. I was told this last week!

[mandisa1-TT]

The status of the escalation is showing as work in progress, please allow it the advised 14 days, should the issue still not be resolved you can contact the order management team to follow up on the order.

[SteveElmo]

Hi @mandisa1-TT  - whilst I hate to chase, can I ask if I will get a response before all TT staff sign out for the weekend?

[mandisa1-TT]

Looking into the account, the Fibre 65 package is stuck and still inactive, hence you still have not received the equipment. An escalation was submitted on the 06/11/2025 and issue should be resolved within 14 days. I would advise please contact the order management team on 03451720088 - Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed. They will provide full details on your order.

[mandisa1-TT]

You are most welcome, please allow me to investigate and get back to you as soon as possible.

[SteveElmo]

Thank you @mandisa1-TT  -  I was about to get onto the chat again. Rather than do that, do you have an update for me, please?

[mandisa1-TT]

Thank you for the support @Gliwmaeden2 

Hi there @SteveElmo I will be looking into this for you.

[Gliwmaeden2]

I'll move this to the billing section for you, @SteveElmo, as it's a contractual sort of set of issues. 

Staff will be on here in the morning. They cover the forum Monday to Friday.