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Faster fibre

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2 REPLIES 2
simonwill
First Timer

Joined TalkTalk in February 2019 paying £19.95 a month, wanted to upgrade to faster fibre at £25 a month. Received an e mail saying I would get up to 75 mbps

Was told this would go live on 16/10. This did not happen. Spoke to agents (now 10 times) none of whom seem to unerstand.

Now my next months bill is showing £26.88 for exactly the same service.

They are saying I was already on faster fibre but was getting 39mbps down. This has been the case since I joined in February.

Now TalkTalk are trying to charge me £25.00 a month for exactly the same service.

Anyone had similar issues?

KeithFrench
Community Star

Hi @simonwill 

 

I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.

The forum is not real-time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & limited cover on Bank Holidays). Alternatively, you can call the call centre or use online chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Community Team

Hi @simonwill

 

Thanks for your post, 

 

I will check the account and get back you.