on 20-12-2021 07:56 PM
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?
on 01-02-2022 02:10 PM
@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
on 23-12-2021 03:18 PM
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
on 21-12-2021 07:49 PM
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?