Upgrade?

[Wifiproblems]

I've had numerous texts and emails about a free upgrade eg 'We recently contacted you about arranging your upgrade to full fibre, as part of a nationwide upgrade.

As a loyal TalkTalk customer your upgrade is available at no extra cost.

You won’t pay any more than you do today, and you’ll get a full fibre broadband service with faster average speeds, that is up to 5x more reliable.'

I've just rung, but was told that there is, indeed, a charge for this upgrade (ie NOT free, and I will have to pay extra).  What is going on?

[SocialTeamJo]

Hi Wifiproblems,

If the emails have been sent from the above correspondence address and you wish to take up the free upgrade, please respond to Openreach's SMS to confirm an appointment.

There’s no change as a result of this upgrade and your contract term and monthly charges will remain the same. Apologies for any confusion caused.

Thanks. 

Jo

[Wifiproblems]

Jo - I have had multiple emails and texts advising me to contact talktalk to upgrade free of charge.  And I've confirmed they weren't spam.  If this isn't the case - why are they being sent? With the result that I now have to spend time on the phone and on this forum to sort out as well.....

[SocialTeamJo]

Hi Wifiproblems,

We have sent correspondence to some customers advising of a free upgrade at no extra cost, I'm really sorry for any confusion caused.

Have you received an email from info@consumer.talktalk.co.uk?

Thanks, 

Jo

[ferguson]

It sounds plausible, TalkTalk have been doing this for many customers as they move away from the copper-based network. I suspect the agent you spoke to may be unaware of this. The support team here will be back online from Monday and will hopefully be able to clear this up for you.