We have been a Talk Talk customer for many years. We receive broadband to our house via the BT landlines. This can be very slow and has frequent outages so we would like to upgrade to fibre.
I recently tried, through My Account to arrange an upgrade. One of the first questions asked is postcode and address. I gave these and was then presented with a list of potential packages which I could apparently upgrade to. I chose one and tried to proceed but the message appeared saying this could not be done online we had to call instead.
My husband (the account is in his name) did this. There was then a lengthy call taking us through security, establishing what we required and passing us on to the Fibre department. At the end of all this we were told that fibre was not available in our area and we would be told when it was.
But our address was one of the very first questions asked at the start of this process! Why on earth do Talk Talk waste everyones time by leading you to believe fibre is available when it is not?
Whilst typing the title of this post I was directed to an article on availability which has a link to a checker which is meant to indicate if fibre is available at your address. Once again this told me it was, although I noticed that the packages offered were substantially cheaper than the ones offered when I tried through My Account, presumably because it thought I was a new customer.
So my question is how can I find out if Talk Talks fibre broadband is really and truly available to my address and, if it isn't, whether there are any plans and timescales. I know other providers are installing fibre broadband in my street right now.
J Horner
