Problems with moving to Full Fibre

[jmcixx]

Hi,

I wonder if anyone else has experienced this and been able to get a resolution. On 13th Sep I received an email from Talktalk offering an upgrade to Full Fibre 150 for £29.95 per month with the first 3 months free. 

Here is the wording:

Upgrade to Fibre Fibre 150 today and you’ll get your first 3 months FREE. That’s an exclusive offer, giving you a huge saving of £89.85.

Just choose your package and give us a call today.

Call 0800 542 9426 to upgrade

I called the number yesterday and was told that although they could see that I had received the offer, the system did not allow them to select it and therefore I couldn't have it. I was transferred to the loyalty team. The person I spoke to in the loyalty team said they needed to speak to a colleague but after five minutes and without letting me know, cold transferred me to someone else. This person was surprised to get the call - tried their best to help but did not know how to. They tried to get the fibre migration team involved but no-one was available.

Any ideas how I can move this forward - I wasted a lot of time on the phone yesterday!

Thanks

Jim

[Arne-TalkTalk]

Its usually the case that once one provider begins suppling FTTP then it will slowly be offered by other providers, this seems to the the case here.

[jmcixx]

Thanks for looking into this @Arne-TalkTalk. I received a call last night and it was mentioned that the system says that full fibre is not available at my address (although I also received an email a few days ago saying that I would be upgraded automatically and would receive notification of when the engineer would visit to complete the install).

CityFibre cabled the street at the start of the year and have been emailing me since April saying Full Fibre is available. If I I check on their website it confirms it is available. If I look on Vodafone (for example), it confirms it is available.

Thanks

Jim

[Arne-TalkTalk]

Hi, jmcixx.

When I look at your account Full fibre is not showing as available, so i can only presume that the offer was sent to you by mistake.   A complaint has been opened they will call you back to discuss this further. 

Hope you get a satisfactory resolution.

[jmcixx]

Thank you. I have just been told by the Full Fibre team that they cannot help - so trying to raise a complaint but now being told that fibre is not available at my address (it definitely is!). What a shambles!

[Gliwmaeden2]

@jmcixx, I'll move this whole thread over to billing now so that you can follow up on there and don't need to repeat yourself. 

[Gliwmaeden2]

You reach the Full Fibre team via the same phone number as for LOYALTY etc, @jmcixx.

If it's set up through them, staff can check the order. I would repost a summary of this in the billing section of the forum for staff to keep an eye on the status of the order etc.

[jmcixx]

Thanks @Gliwmaeden2. I chatted with the loyalty team yesterday. They couldn't help so suggested that the Full Fibre team could help.

I will try them today. I have very little confidence that this will be set up correctly. You mentioned previously that staff on the community can check the set-up once it is done. How do I go about finding the correct staff member to do that once it is set-up?

Appreciate your help!

Jim

[Gliwmaeden2]

It's the LOYALTY team  / "better value" team, also known as retentions, but all the same thing, @jmcixx.

The main number is 03451 720088, but not open till Monday now. (All details in the link I posted previously).

You can hit the Complaints link at the foot of the page......!

It's not like you'd waited too long to respond to their email. Shocking that they appear to be promoting this and leading you up the garden path. I'd be livid at the sheer waste of my time!

[jmcixx]

Many thanks Gliwmaeden2. 

I spoke to 3 different teams on Thursday and none were able to set-up the contract with the offer I received over email. Is there a specific team I should contact for this?

Thanks again,

Jim

[Gliwmaeden2]

@Pash02, we do always suggest that customers ring in or use Chat to negotiate a deal.

£29.95 is standard for an 18 month contract at the moment and saving nearly £90 with the first 3 months of that free is not to be sneezed at! [In fact it means that it averages at just under £25 per month across the entirety of the contract, so less than you are paying. That's not allowing for the CPI + 3.7% increase next spring, of course].

 

They are not currently advertising 24 month contracts for this package. 

Also, notice "prices may vary with location".

 @jmcixx, staff won't be able to set the contract up for you. Chat is open Sunday (but not phone support).

Check the opening hours near the foot of this link:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Staff on here can check that whatever you agree with the agent is correctly set up for you. You'll also receive emails confirming the new contract. 

[Pash02]

Hi

I have got tt full fibre 150 for £26 per month for 24 months 

I was out of contract and been with TT since 2002 or 3 

The £29 is just a standard price for new customer's.

Check out my post on the billing board.

[jmcixx]

Much appreciated Divsec - Thank You!

[Divsec]

Hi @jmcixx your post has been escalated and you should hear Monday. It may well be a wares of time but I would try again tomorrow or better still tonight before everyone scarpers for the weekend.