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?

[ferguson]

@nic1987 I have notices that you have posted on a number of other members topics. TalkTalk are offering free FTTC upgrades to customers currently on an ADSL service. There is nothing sinister in this, nor are they marketing emails i.e. they are not trying to sell anything. If you have had issues with this offer yourself then please start your own topic. Otherwise, kindly stop spreading misinformation across the forums. 

[nic1987]

I called 0800 990 3631 today which is the number on the email from info@consumer.talktalk.co.uk. They tried to sign me up to a new contract and put me on a new 18/24 month contract. I asked them why the team here said it would not change my contract length or price. They said that the system automatically updates people who have full fibre in the area to get the free upgrade - this way the contract does not change. I asked how I can get this update as I have full fibre to my house already. She said she did not know.

So in short these emails and texts are marketing emails - which is irritating/illegal as I opted out of marketing emails. 

Hoping to save others from the incorrect info given just before my post.

[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.