unable to change/upgrade service

[webbyjones]

I'm posting here because I've had unsatisfactory experiences using your chat and speaking to human beings.

I have a very old legacy account and have been out of contract for a very long time.  I'm paying way-way-way OTT for the very bad speeds I experience.  At the moment my upload speed is ... ZERO (and ONE occasionally)).

I want to move from my legacy account and have wanted to for some time.  There are no package offerings in my account.

I have tried several times over a long period of time to purchase a broadband/telephone package via chat and speaking to a human being.  each time has been an abject failure:

• I have been told that this cannot be done because the telephone number you have for me cannot be used as part of a package - I've been given various reasons, all of which don't make sense to me. 

• I have twice been promised faithfully by human beings that they would look into it and get back to me with some sort of answer/explanation within a short period of time.  Each time they and everyone else I've spoken to has told me how important my custom is and how much they and TalkTalk value my custom - the script they read from is saccharine sweet but clearly untrue.  Unsurprisingly neither human being has got back to me.

• I've been told that I cannot keep/use my landline number (which is used by TT for the legacy account) for a new package - it can't be transferred.  I don't believe that - of course it can if there were the managerial will and IT programming/coding skills to get it done. 
• I've always been quoted a noticeably higher rate (for a package I can't have) to that available online - and then had it reduced after a challenge, while being told it is a special rate worked out specially for me (oh - and of course being kept on hold for a good number of minutes while the person 'consults')

Unsurprisingly I'm very unhappy with this treatment so I've a few questions:

• Is there anything that can be done to enable me to take out a broadband/telephone package using my current telephone? 
• If the answer is 'no', is it possible to increase my up/download speeds to reflect the ridiculously high amounts I'm paying for the service given that TalkTalk is choosing, for whatever reason,  to make it absolutely impossible for me to enter into a broadband/phone contract?  (it seems to be the 'honest' thing to do)
• Could someone look into the absolutely abysmal customer service I've experience - especially after having been told how highly valued I am and how you don't want to lose my custom?

Please don't suggest I move from Talk Talk as it can't be done for a few months.

However, I will definitely close my account with TalkTalk as soon as I'm able if this isn't resolved.

Apologies for the lengthy post.

IMPORTANT: Do I need to move this to the 'billing' section?

[mandisa1-TT]

Hi there @webbyjones. We sincerely apologize for the inconvenience caused to you. Looking into the account, the last time you contacted us was in April and you were advised by the loyalty team that you are eligible for a Fibre 35 and 65 upgrade which is available through a new line connection and that You will have to rejoin as a new customer and once you  have placed the order they can then cease the existing line. 

When I try to upgrade you using your line it prompts for a line rental, hence you were provided with the option to join as a new customer.

I would advise please contact the Better value team or Customer Loyalty team to revisit the 2 options that were provided to you, so you can get a package with more speeds. You can contact them on 03451720088 
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