7 days since Full Fibre 900 (CityFibre) Order with no confirmation or installation date

[romac90]

I ordered Full Fibre 900 (CityFibre) last week. At time of ordering, it says an installation date will be provided in 2-3 working days. I have not had a single piece of communication from TalkTalk, not even an order confirmation email.

I've spoken to various agents on the online chat and they keep telling me they're leaving "notations on my account to escalate this" and various deadlines have come and gone.

Can anyone here do anything? I've said that if I have nothing by 4pm, I am cancelling my order.

[Chris-TalkTalk]

OK romac90, thanks for letting me know 🙂

Chris

[romac90]

Just spoken to the very helpful Abegail on the online chat, and she confirmed my CityFibre installation date, and that my equipment hadn't been dispatched in error, but she has sorted it out. So hopefully I get an email about the delivery soon!

[romac90]

Morning @Chris-TalkTalk , I've not received any emails or anything yet regarding the router - still only just had the text from CityFibre. Should I have heard something by now?

[romac90]

Ideal Chris, will do, and really, thanks a lot for pushing things through, and have a well earned weekend off. It looks like I can get an installation on Wednesday which is fab!

While I'm here, I'll be cheeky and ask... I think I know that (for some reason!) the CityFibre 900 package doesn't come with "total wi-fi"/two Eero 6 Pro routers like the OpenReach packages do, but someone on the chat assured me that it does... any chance I'll get two? 🙂

[Chris-TalkTalk]

That's great. I'm finishing now but if you could bump the thread on Monday I'll check to see if the router has been sent, if it hasn't I'll manually order it

Chris

[romac90]

Had my message from CityFibre regarding an installation date just come through. I wish I'd come here earlier! Thanks very much for nudging, Chris!

Can I expect an email and/or notification of the delivery of the equipment next?

[Chris-TalkTalk]

Hi romac90,

Ok, we are getting somewhere, a very helpful colleague in our provisioning team has progressed the order so you should soon receive notification about the installation date

Chris

[romac90]

Cheers Chris, appreciate the effort.

[Chris-TalkTalk]

Thanks for the information. I'll check with our provisioning team, I'll see if they can offer any assistance

Chris

[romac90]

And no, I've just moved here so have no broadband provider.

[romac90]

Ok, understood, it's just another red flag for me given I've not even got a confirmation email at all - that can't be normal right?

I'm just looking back through my saved chat transcripts - this morning I was told:

"Actually, they already did the escalation to the back-office team however, we are still not receiving an update about the issue the reason why I would need to follow up the escalation so that they can provide us the update and we can relay it to you however, the order is still in progress. But I will do my best for you to receive an update today so that they will be aware."

Is this "back-office" team likely to actually get back to me today, given that they haven't all week?

I'm just baffled that others get their confirmation and installation date right away, and I'm no further forward a week later.

[Chris-TalkTalk]

The fact that I can't see the order doesn't mean that they are talking nonsense, they will be able to see the order but I don't have access to that system. The problem I have is the systems that I can access with your address don't show an order and another system that probably will have your order, I can't search without an order number or account number

Do you have service with anyone at the moment? 

Chris

[romac90]

They've told be several times this week that I'd be updated "tomorrow", and I've still not heard a peep - I've had to chase it every time and it feels like I'm back to square one every time. The fact you're not seeing the order is just making me think they're talking nonsense to me.

I told them that if I don't hear back by 4pm, I'm contacting them to cancel it. Because I'm then going to have to order with someone else and then it's another weekend of no progress.

[Chris-TalkTalk]

Did they tell you they'd escalated it this morning and if so did what deadline did they give you?

Chris

[romac90]

Sorry, but everyone keeps telling me they're limited in what they can do. I don't know how to get through to someone that can actually do anything. Where can I go?

I spoke to them earlier this morning. I have saved all the chat transcripts if that helps.

When I ordered a week ago, I was expecting to be given a date earlier this week for perhaps installation late next week, now it's looking like it's going to be a while before I ever get anything and it's going to start affecting my ability to work from home. I am extremely close to going elsewhere where I will actually be able to chose my own installation date at time of order instead of this.

[Chris-TalkTalk]

Thanks. They probably have access to systems that we don't have access too. I'm sorry about this but I can only really suggest speaking to them again as I can't even see the order. When was the last  time that you spoke to them?

Chris

[romac90]

Well that's worrying.

I've been put through to "TalkTalk Full Fibre Order Management Team" whenever I've gone on the chat, and they've confirmed my order went through on 20th October.

[Chris-TalkTalk]

I'm sorry about this, I can't find the order. Was it our sales team that you've spoken too?

Chris

[romac90]

Added that now, Chris. Thanks again.

[Chris-TalkTalk]

OK thanks,  could you add you address to the private notes section of your community profile and I'll see if I can find your order with that

Chris