Change to digital voice timescale

[SpringB]

Around a month ago I contacted Talk Talk to state I did not want to continue with my copper line and pay the charge to keep it. I stated I wanted the Digital Voice service and also change my plan to a faster full fibre. 

Around a week later I also used the link provided in an email from Talk Talk to confirm I wanted to move to digital voice. The confirmation message stated a couple of weeks before Talk Talk would contact me.

As of yet, I have not received any other updates or correspondence. 

How long does this process take, if anyone else has gone through it? 

Thanks

[Chris-TalkTalk]

Hi SpringB,

If you need more information could you contact customer services, there's a dedicated team that can help you with this

Chris

[SpringB]

Thanks for your reply. Could you please give an indication of how long the delay is? 

Also, are you able to confirm that this is being processed on my account, and at what stage is it at? 

I am just concerned that I have had no personalised acknowledgement of my request, and I will need Talk Talk to provide the new Eero router and the upgrade to fibre 500 as I originally requested through Chat.

I do not want to be in the situation that suddenly my phone line is not working, and not having the correct equipment and upgraded plan that I requested. You will find these details logged under my account from when I used the Chat feature.

[Casy_duke]

Thanks for your reply. Looks like a lot of customers are having the same problem. 

I would like TalkTalk customer services to help...I'm was just letting the forum know and replying to a message.

[Gliwmaeden2]

@Casy_duke, if you need help for your mother through the forum, please begin your own thread and also complete your community forum profile with your own information in Personal Information and your mother's in Private Notes near the end of that section. SAVE CHANGES. 

To start a topic, return to the message board and click on start a topic.

However, if the issue is now in the hands of the Complaints process, forum staff will not be able to intervene.

[Casy_duke]

My 87 year old mother had the same letter in January. I confirmed with them that she would like to switch to Option 3 which was keep her full fibre and add the digital voice. Then on 27th February we had an email telling us the switch over would be 11th March. I called TalkTalk on Monday 10th and said she would need an engineer to help set it up as I don't think her current phones would work and she may need an adaptor. They confirmed an engineer would call on the day...this was a lie. I have spent a total of nearly 7 hours being passed from pillar to post repeating the same thing...the last customer service person I spoke with confirmed the router she has is not compatible and they would send one via Royal Mail - 3 to 5 days. So now my 87 year old mother has no way to receive or make calls. I was offered £10 compensation which I refused. I have sent a complaint via email. I have told them I will be contacting them to discuss her contract as she is not happy with the service received.TalkTalk are not fulfilling their part of the contract so I could cancel the direct debit and end the contract early and move to BT who actually look after their customers.

[Arne-TalkTalk]

Hi SpringB

Due to demand there is a backlog at the moment the team are working through it. 

Sorry for the delay. 

[KeithFrench]

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, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture and then clicking 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.