So...back on 12 March I tried to upgrade from part fibre 35 to full fibre 65 and voip via chat. Was told it would all progress ok. Heard nothing. Tried a new chat on 16 April was told I had to upgrade to part fibre 65 first at £27 month and then I could chat back in a couple of weeks and get full fibre 65 at the same price. Started a new chat on 11 May and told they would set me up for £29 a month!! Then got a text on 14 May saying they cancelled my order. Rang up this time and was told it was because my address was slightly wrong. Agent agreed to amend my address and call me back today (26 May) at 1200 to finish my order as it needed a week for the address change to take effect. Rang again today at 1300 to be told my address hadn't been amended and the agent said they would change it at their end. Then told me the contract would be £36 a month! I pointed out it was £27 originally! Now it seems they say they changed the address but again they can't get the engineer option up to finish the order. Apparently I will get a call back...some hope! My address is one letter out and I have lived here (and been a TalkTalk customer) for 30 years. This is ridiculous and I have wasted hours on this so far. Can someone from Talk Talk PLEASE amend my address so I can get the package I have been trying to get for over two months?
I realized the wait you encounter was an inconvenience. I'm sorry for this it is our Full Fibre team that will be able to assist you with your query. We do require a 30days notice when cancelling and since you are still in contract until the 17.04.2027, you will be charged a contract breakage fee when cancelling the account.
Each time TT have said they would call back they haven't. This is a pattern. Appalling customer service. I have been trying for over two months to get full fibre with no result. Each time I contact, nothing gets done and I have to contact again. After 30 years as a loyal customer all I want to do now is drop TT and go with a company that can actually call me back and resolve any issues.
I understand and I'm sorry to hear that you have not been contacted, as you are upgrading to Full Fibre kindly contact our Full Fibre Team and they will be able to assist you further with your query.
No call back from TT, which I was promised for either yesterday or today. Second time this has happened in two days. Customer service in TT has gone downhill-all the onus is on the customer. Presumably the expectation is that I will call them again
I want to assure you that we take your concerns seriously. Please allow me a moment to gather the necessary information, and I will do my best to expedite this process for you. Thank you for your patience, and we appreciate your loyalty as a TalkTalk customer for the past 30 years.
Hello! Thank you for reaching out and sharing your experience with us. I sincerely apologize for the frustration and inconvenience you've faced while trying to upgrade your service. I understand how important it is to get this resolved, especially after the time you've invested. I will support you with this.
