Fullfibre free upgrade

[Ourian]

Currently on Fibre35, received an email from Talktalk saying that I'm getting a free upgrade to fullfibre and that an engineer is coming to install fullfibre on 23rd Dec
I haven't asked for an upgrade but they appear to be insisting I have to have one, so i contact Talktalk city fibre to cancel the installation and am assured it is done
Then 10 days later a new router arrives, so I phone again has the installation been cancelled,
"erm no it's now on the 26th Jan", can you cancel it for me, "sorry I can't you'll have to speak with Talktalk"
Hello Talktalk can you cancel the installation of fullfibre,? "sorry Sir there's no order so it can't be cancelled" but there is an order and I have a new router too, nothing I can do you'll have to speak with Talktalk city fibre, If I take the upgrade to fullfibre will I stay on the same tariff, "no you'll have to change" ok can you cancel the upgrade, "no you'll have to speak to Talktalk city fibre

Anyone know how I can cancel a free upgrade to a higher tariff that I don't want?

[nic1987]

@Ourian I had similar experiences to you - disjointed teams managing this and the offer of a "free upgrade" was not a free upgrade at all. I think the communications from TalkTalk around this aren't clear enough

[bigkenny]

Would it not have been easier All Round that a simple email was sent to the customer just to explain all that. That way stops any confusion and stress!

[Arne-TalkTalk]

Hi Ourian

the upgrade is not on a higher tarrif, your contract status doesn't change neither does your price, we are simply giving you better connection speeds as it is available for you. 

Sorry for any confusion 

[ferguson]

I am not sure I understand what has happened here, but why would you contact City Fibre if it was TalkTalk who offered you the upgrade? And why would you turn down a free upgrade to Full Fibre?

[bigkenny]

Remember you are dealing with TalkTalk nothing is a easy as that. Its all fun and games in the land of TT 🙂