Wanted to upgrade from fibre65 to full fibre150. Customer service advised I would have to apply for full fibre as a new customer, then when full fibre was installed and live, phone back to cancel my existing fibre65 which is now out of contract. City fibre installed full fibre cable, box ect and service went live yesterday according to city fibre.
So phoned customer service to cancel fibre65 and they say they have no record of any new fibre150 contract on my current account. According to my account I am still paying for fibre65. I have email confirmation of the fibre150 contract. I gave the order number and was told that fibre65 would be cancelled automatically when the fibre150 showed as live my talk talk account., but it was not at the moment. I was told I would be refunded/credited any overpayment from the fibre65 past my go live date for the full fibre.
I am now very confused. Would anyone be able to help with the following questions?
1. If I have signed up as “a new customer” for fibre150 should I not have a new separate account number? I have an order number, on the new contract, but no account number. All my details for the new contract were the same except I had to give an alternative email address.
2. I have been told that when talktalk systems catch up with the fact the full fibre line is working fibre65 will automatically be cancelled. Is this true and how long does it normally take for an account to update?
I have a reference number from the telephone conversation on the 25th July when took out the fibre150 contract. If that is any help.
Thanks
Helen
