Nightmare situation with upgrade - need help and advice

[erica2]

I upgraded to full fibre 500 on 24th September.

On the webpage when ordering it said that an Eero 6 router is supplied (I have a screen shot) and that Voip digital phone could be activated - I just needed to contact talktalk to arrange.

Openreach cut the copper line and installed fibre on the morning of Friday 3rd October.

That afternoon a new router was delivered  - I was expecting an eero Pro 6 based on what was on the screen at the ordering stage.

On Monday the  6th October I contacted talk talk and I queried the router and was told that all routers now being used where the hub3 and only cityfibre has the EEro router. I'm using the hub3 but the coverage is no better than my old router.

During that conversation they offered to activate digital voice for me but at the time I was considering cancelling the contract so I declined at that time while I thought about things. I have the chat saved to prove this.

Also on the 6th October I telephoned to clarify when the cooling off period ended and was told that the cooling off period started once the go live date of the fibre was activated and it would be 20th October - unfortunatey this was a phone conversation so I only have the notes I made.

I have talked to a customer service representative today and I have been told that VOIP cannot be activated on my package as I selected the wrong package when I ordered. She also told me that the cooling off period had passed and was 14 days from ordering on the 24th September - even though the fibre was installed on the 3rd October.

The representative asked me for the Ts and cs of the contract which I saved during the ordering process but I cannot find that save on my desktop computer - which I really don't understand.

I feel like I'm going mad. I have accepted the router situation but when I ordered on the 24th September it definitely said that I could have a digital phone line. Is there anything I can do to reslove this situation. I need to give my home line for work and my family. I feel totally stuck, sick and quite a bit gaslit.

[mandisa1-TT]

Hi there @erica2 We apologize for the inconvenience caused to you and the stress. Kindly contact the full fibre team 03451720074 - VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed. They will assist further in rectifying this issue.

[erica2]

UPDATE - for those considering staying with TALKTALK. 1 month in from the complaint sent on 17th October and a go live date of 2nd October.

Email series of communications so far. My complaint was pretty cut and past of the original post above with a series of questions:

28th October:

Dear Erica collinson

I hope this email finds you well.

We have checked through your package it is Data Only and does not provide any Landline services unfortunately. we sincerely apologize about this.

Warm Regards,
​​​​​​​Mandy

28th October 

Is this your full response to my complaint. 

Just checking before I escalate to the ombudsman service. 

Erica Collinson 

31st October:

Dear Erica collinson

We can kindly check if you could get on another package which considers having a landline working. Would you be okay if we would look at those options?

Warm Regards,
Mandy

2nd November:

Dear Mandy,

Yes I would like you to inform me of those options available to me for a digital phone line please.

I have not had a full response to the points made in my original email complaint.

I would be grateful if I could have a written statement from talk talk regarding the following points:

1. When I ordered on 21st September it stated that VOIP digital phone could be activated, also corroborated by an operative during live chat. Why has that since been changed on my contract?
2. The change in Router than that advertised during the ordering process.
3. The different cooling off dates given to me - the telephone conversation will have been recorded - was this an error on the part of the telephone operative?

Regards,

Erica Collinson

7th November:

Dear Erica Collison

We have been looking into your case, and we are aware if what is happening. Please do kindly make us aware as to when it would be appropriate to ring so we can discuss this matter.

Warm Regards,
Mandy

10th November:

Thanks Mandy,

Would it be possible to communicate the issues via email rather than telephone. 

I have no way of documenting telephone discussions.

Please let me know.

Best wishes,

Erica

13th November:

Dear Erica Collison

I understand where you are coming from. I will have to check through with the relevant department in regards to having a package that also includes a landline.

Warm Regards,
Mandy

16th November:

Thankyou Mandy,

In addition to  checking through with the relevant department in regards to having a package that also includes a landline.

Also can you please respond in writing to the following questions that formed part of the complaint:

1. When I ordered on 21st September it stated that VOIP digital phone could be activated, also corroborated by an operative during live chat. Why has that since been changed on my contract?
2. The change in Router than that advertised during the ordering process.
3. The different cooling off dates given to me - the telephone conversation will have been recorded - was this an error on the part of the telephone operative?

Best wishes,

Erica

[mandisa1-TT]

Hi there @erica2 We sincerely apologize for the inconvenience caused to you, all our calls are recorded, the voice team should be able to pick up the call and assist you further.

Thank you so much for the support @Gliwmaeden2 and @fr8ys 

[Gliwmaeden2]

@erica2, check whether you saved the contract in your emails, as it usually comes as an attachment in an email. You can also check general Ts&Cs from the link at the foot of any Talktalk page. 

The Full Fibre deals are data only unless you order VOIP with the original order - there's a chance that this may need to be set up afresh as a completely new package. 

It sounds as though the publicity you read was slipping out of date, as it's true that Talktalk just sends out the Hub3 now.

For complications with Full Fibre speak to that team on Chat or 03451 720074. Anything to do with billing  / contract phone 03451 720088 [not available Sunday].

[fr8ys]

I can appreciate your frustration, but staff here have no access to the full fibre systems at the moment so they advise customers to phone the full fibre team.

Not the news you were hoping for but you will need to persevere with the full fibre team on the phone to seek a resolution.