I think it’s appropriate to give the full context of the fun and games I have experienced whilst trying to do the relatively simple task of upgrading the speed of my connection. This will go some way to explain why I am at “banging my head against a wall” level with TalkTalk right now.
So, I was on (partial) Fibre65 and I wanted to upgrade to Fibre500. The first issue was that the customer service (CS) person didn’t seem to understand that part of my line was still copper, and it needed to be changed to full fibre. I mentioned this ad-infinitum to several CS people, but that didn’t stop them sending the OpenReach engineer under the impression that all he needed to do was plug in a router. Obviously, he was not pleased, and neither was I, as I had to wait for another engineer to be booked to complete the job.
The other problem was that for reasons known only to TalkTalk, they couldn’t just upgrade my existing account (that was years old) and had to give me a completely new account. Fair enough I thought, cancel the old account so I’m no longer billed and put me on the new account. You know what’s coming, don’t you? I currently am being billed for 2 accounts as they are still billing me for the old Fibre 65 account. My Fibre 500 went live (finally) on 27/3, and we have now hit 4/6.
I have spoken to many, many CS people, all of whom assured me that the old account would be deleted and I would no longer be billed, and each time I ended up seeing money going out of my account that shouldn’t be. I have had a selection of offers and refunds, which is great, but I just want the old account to leave this mortal coil now, never to be heard of again.
It’s at this point I should mention that I have just received a letter asking me to send my equipment back or face an additional bill of £50. Well, seeing as I never left TalkTalk there is nothing I need or have to send back. The old router was not working properly, and it got recycled, I had a discussion with a support agent about it some months ago when one of the LAN ports stopped working and I said I’ll just live with it until I upgrade. Looks like that’s come back to bite me, I guess.
So, what would I like to happen, and why have a tried posting here? Simple really, it would appear nobody else on the many other avenues I’ve contacted seems to be capable of doing this (what I thought would be) very simple thing. So, I’m hoping someone here can assist. I’m also tired of going through the entire history of this debacle every time I contact someone new. So, it’s here to be reviewed at people’s leisure now.
Can you please nuke my old account, stop billing me for a service I’m not using, whilst protecting my new account which aside from this nonsense I am very happy with?
I will provide the account numbers etc in DM when asked, as I think that’s how it works here.
