Cityfibre

[JakeL1986]

Cityfibre has recently gone live to my address. On the talktalk postcode checker it shows 900mb Full fibre is available.

I am out of contract and there are cheaper packages available with other suppliers so I contacted talk talk to see what the best price they could offer is.

I was told that full fibre is available at my address but talktalk won't supply it as it doesn't meet their mimum speed requirements.... How is this possible when as a new customer I would be able to purchase it from the website? 

[Arne-TalkTalk]

Have you called and actually spoken to the sales team? 

[ricksmith]

Hi

I have a similar issue. I agreed an upgrade to full fibre 900plus my go live date was given as 08/11,  however after receiving new equipment and the update not happening. I contacted CS when I’m told the order has been rejected due to an issue with my account. I’m sure there’s something going on in the business that talktalk are not letting  on about. I’ve been out of contact since the start of August. The only way forward for me is to look for a new provider, after 20 years it’s now time to move  on.

It’s near on impossible to actually speak with a customer service representative and when you do, you get pushed from one department to another. No one is actually willing to take ownership of the situation and see it through. Numerous excuses given by many different reps. Latest excuse given why my order was rejected, was due to an outstanding delivery of a “returns bag” I find it frustrating and totally unprofessional. 

It didn’t used to be this way. 

[JakeL1986]

If this is the case, why am I able to go to onto the talk talk website as a new customer, put my postcode in and place an order for 900mb broadband with an engineer bookable in a couple of weeks? 

[Arne-TalkTalk]

Hi JakeL1986

The issue is that our systems are not updated to reflect an upgrade to Full Fibre is available on your account , until this happens we wont be able to process an order. 

Sorry

[KeithFrench]

Just wait for TalkTalk's support to contact you here. I did request them to help you as I promised.

[JakeL1986]

Another pointless hour on live chat this morning as I am still able to buy the package as a new customer, but not upgrade. 

Nobody is able to explain why this is and ultimately talktalk will now lose a customer of many years because they can't give a straight answer on what the issue is. 

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and advise 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

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