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Fibre service giving me 0.1 MBS, Talktalk will NOT let me cancel

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4 REPLIES 4
polly8
First Timer

Hi, I'm hoping someone can help and/or advise me. We had the service installed on 03/07. We have had nothing but 0.1MBS since day one. Every time we have reported it they say it is to do with the stabilisation period and will NOT let us cancel!!!  They take us through a series of tests every time which is a complete waste of time as the result is the same, even though on some occasions they are reluctant to say so. The stabilisation period has passed and the speed is still 0.1MBS andthey STILL refuse to let us cancel.

I am not sure where I stand with this and not sure how to continue. Can someone please help.

KeithFrench
Community Star

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 polly8

 

I'm really sorry to hear this.

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

Debbie

 

polly8
First Timer
Thank you all for the quick replies and support. I have FINALLY got them to cancel so hopefully we can move on from here.
Community Team

Hi polly8

 

Apologies for this.

 

If there is anything else that we can help with then please let us know.

 

Thanks

 

Debbie