Poor service, Harder to cancel

[jenwzch]

Poor service, Harder to cancel

I am a New TalkTalk customer here. and Received the hub on the 9 Dec and the engineer installed on the 12 Dec 2023 . After that just 2-3 days no internet anymore since the date of installation. We try to live chat to fix it everyday. But notting better. Internet still not working for more than 10 days in 2 weeks. Causing me to be fired from my job. Because the file cannot be sent. because I don't have internet. It caused me a lot of anxiety and stress. Until I decided to cancel. 

Cancellations are subject to conditions. Because I didn't get the service for 10 Day more in about 2 week as TalkTalk notified. Then im try to cancel. But they threw my phone line like playing handball. And also make me hold the line for 50 minutes. They are very irresponsible. made with customers like this. And try to be rude about ask for the Fee 120 Pound in contact that I did not receive the service.

And today, I will have to leave negative feedback on Trustpilot and Social media if this Topic not finish. Waste my time.

[Arne-TalkTalk]

@jenwzch did you eventually manage to get through?  

[alex1976]

Thanks,

I was planning to call again from tomorrow morning. Cheers once again for all your help and replies. PS: noted about keeping to my own thread, sorry for that.

Alex.

[Gliwmaeden2]

@alex1976, you don't have Future Fibre in your waterlogged house, so no, you can't use the number ending 720074 - they won't know anything about your service. 

Persevere with 03451 720088. Open from 9am on Monday. 

In case the original poster on this thread needs more help, please now stick to your own thread, here:

https://community.talktalk.co.uk/t5/Fibre/help-with-account-cancellation/td-p/2943825

When trying to cancel, you of course will have to answer security checks. 

You could be anybody, an imposter - such malicious things can happen! You may or may not already have a telephone password set up. If not, they should have back up ID questions which should suffice, but you do need to wade through it all.

They'll require 30 days' notice for the cancellation of the account, and, if you are still within contract, there will be early termination fees. 

As I say, follow up only on your own thread. Staff will be back from Monday. 

[Gliwmaeden2]

It simply stands for Future Fibre,  @alex1976, which is Talktalk's branding of Fibre to the Premises services. 

[alex1976]

what does the FF stand for in FF team please? I have noted this number and will try it on monday, as not getting very far with the other 0345 number. Cheers.

[jenwzch]

Just one month Customers have a lot of problems. For this reason, new customers can make decisions.

 

[jenwzch]

One day passed, they didn't call customers. Here's what you'll get.

[jenwzch]

I call back now Then they said will call me back and hang up.

[jenwzch]

Then hang up my phone again now

[jenwzch]

1 hour has passed. They still make me wait like yesterday. Do the same thing. Irresponsible. Treating customers like this, You will get negative feedback on Trustpilot and Social media.

 

[jenwzch]

Yesterday was like this Then they will hang up.

[jenwzch]

And the sound was silent. Acting like a lost contract and let me wait and will start again tell me new information act like yesterday. 54 Min now

[jenwzch]

Throw the Line to 4 dipartment and hold the line again and again.

Throw the line to 3 dipartment now and hold

[Arne-TalkTalk]

Hi jenwzch

Sorry that you are having problems.  

Have you asked another provider to take over the line, this will start the cancellation process. 

[jenwzch]

About 2 Hr. and Hold the line 50 Minute for notting Yesterday. ll Recording how long to put me hold on the line again today. I ll tell just cancel it. No more explain or throw to manny deeeepartmant again.

[Gliwmaeden2]

Forum staff cannot cancel it for you, @jenwzch.

You must phone in, but try speaking directly to the FF team first on 03451 720074. They may put you through to the cancellation department (ironically the "LOYALTY team") more directly. 

Hope that works. 

[jenwzch]

Im just want to cancel. Yesterday talktalk team throw my line to many dipartment about 2 Hr. and Hold the line 50 Minute for notting. I dont have time to talk this topic. Just cancel it Thx you. 

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. Do you have a FTTP connection? Would you like us to look at the connection for you or did you specifically want to cancel?

Thanks