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FIbre Support

Get expert support with your Fibre connection.

Full Fiber no internet and account showing old contract

jadeL
First Timer
Private Message TalkTalk

on ‎01-03-2024 10:41 AM

Message 4 of 4

I contacted to upgrade my package to full fiber on 17 Feb. someone from community fiber came to install the router and finer box on 28 Feb. but the full fiber internet was never working. On my account, it’s still showing that im on my old plan. 
im suspecting an issue with my original upgrade order, because I did not receive an order number or any notification on terminating the current package and upgrading to the next. The only communication received was an email about my new contract, it says ‘click here the view contract’ but when I click it it never opens (invalid link). I’m afraid the contract was never properly setup. Please help me investigate.

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3 REPLIES 3

Arne-TalkTalk
Support Team
Staff
Private Message

on ‎13-03-2024 09:40 AM

Message 1 of 4

Hi jadeL

 

I can see that you have decided to leave us, and the account will close on the 4th April. 

 

Sorry that we couldn't keep you. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips

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Buzby
Super Duper Contributor
Private Message TalkTalk

on ‎12-03-2024 03:49 PM

Message 2 of 4

@jadeL 

 

Prepare to be bamboozled !.

 

There are a few posts on here, including mine, which all seem to be related to TT conflating old and new contracts.

 

If your situation is anything like mine, you'll be passed from pillar to post, just going round in circles.

 

Good Luck !.

 

Buzby

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KeithFrench
Community Star
Private Message TalkTalk

on ‎01-03-2024 11:26 AM

Message 3 of 4

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

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, Full Fibre account number & if you can, please include the serial number from your ONT in the Private Notes section. Please also try to include 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 set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they? 

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