Free full Fibre upgrade

[Locheeunited]

I received a letter from talk talk offering me a free fibre upgrade. Since the I have had nothing but problems and despited numerous calls to talk talk including an over 90min call today no one seems to be able to sort this out. I have been told I have cancelled orders, had blockages and broken appointments. So far city fibre have been to my property and installed a cable to the outside of my house. I have also received a box with a new router, but I do not seem to able to arrange for the internal connections to be done. When calling I have been told my contract wouldd be renewed for 24 months despite the letter stating that there would no changes to my existing contract. I have also received a letter saying if I did not return my old router (which is stili required until the upgrade is done) I will be billed £50. I have lost all confidence in talk talk. How can I end this nightmare?

[Arne-TalkTalk]

Hi Locheeunited

Sorry that you are having problems.

The order shows as cancelled, the only thing to do is place a new order which can only be done by the loyalty team on  03451720088 

Sorry 

[ferguson]

@Locheeunited 

These upgrades are not compulsory. Although at some point you will of course need to switch to Full Fibre as the old copper network is shut down.

It does seem from other posts that TalkTalk with City Fibre in particular are being over zealous in trying to force this on people, whilst being poor at communicating in the meantime. I have flagged this up to the support team here for you, look out for a response when they are back online from Monday.

[Biomechanic]

I feel for you. I'm in the middle of something similar, although not as far along (but I won't mention anything further as you get your hands 'slapped' )

So I take it you still have your existing package then, they haven't disconnected you ?