Frustrating dealing with TalkTalk as a new customer

[xicomen]

Hi! I was excited to learn that Openreach finally marked my address and fiber available, and I quickly placed my order.

Long story short, The order was placed on May 21, engineer booked for June 11 with works to be done outside the house before the engineer's installation date. No works were done, no one showed up and a few days later an engineer came around and said that a new fiber cable was needed to be installed from the pole on the street as that particular external junction box could only feed one house.

After many weeks of waiting (and complaining), they finally ran a new fiber cable on August 7  and also installed the ONT inside the house on the same day (almost 2 months from go-live date).

I contacted Talk Talk saying that Openreach installed everything and I was just missing the Eero routers but only today August 22 when I finally received these routers. They work fine and the internet is working as expected.

Contacted Talk Talk via chat saying that I got the routers and they are working (Eero plus/secure not working) and that Talk Talk could finally mark my order as complete but she didn't know what was going on. 

Ah, honestly such a pain when it should be something so simple and automated, but even when I proactively contact you nothing seems to be done anyway, hopefully community will be better as it's public. Tempted to just cancel and move to Zen 

I would like to know what I have to do to get:

-£6.10 compensation for each calendar day of delay, including the missed start date.
-Eero Plus added to the router

Many thanks in advance

[Arne-TalkTalk]

Hi xicomen

Did you send us an Email previously?  I suspect the customer relations team are working through a backlog and have picked up an old email. 

You don't need to contact us as far as I can see.

Sorry for any confusion.

[xicomen]

Hi Arne,

I hope you are well.

I just got an email from talk talk and wondering why do I need to contact the fibre dedicated specialist team?

Thank you in advance

The email:

"Hello redacted,
 
Thank you for getting in touch the Customer Relations Department. I have read your e-mail and see that you have a compensation related request. Apologies for the delayed response.
 
I acknowledge that you may have had trouble getting compensation for the service activation delay. I am sorry to hear about this experience as this is clearly not the service we aim to provide as TalkTalk. 
 
As you are a Full Fibre customer you will need to contact our dedicated Specialist Team who will be able to handle your query. If a satisfactory resolution is not reached with them, you may contact me and I will assist further. However, I request that you first attempt contacting them for a speedy resolution using the below contact details. "

-rest of email with contact details
 

Best regards,

[Arne-TalkTalk]

Thanks for replying, Ill pass on the feedback.

[xicomen]

Hi @Arne-TalkTalk,

Thanks a lot for following up.

My frustration was definitely uncalled for and looking at the cost breakdown it all adds up correctly, so apologies for wasting your time checking that for me. With a bit of time I could have calculated the cost myself instead of just coming here to type on the forum 😅

Appreciate the 31£ of goodwill but it's not necessary, I can pay for the service you provided even If my opinion thinks that the automation system from talk talk needs upgrading as everything seems to need a manual intervention from you guys.

Thanks also for checking on the auto-compensation, looking forward to know the resolution.

Best regards,

Xicomen

[Arne-TalkTalk]

Hi @xicomen

The account started billing in Aug when the install was completed however the 1st bill with these charges was only produced this month, its breaks down as 

• from your go live date 07 Aug to 27 Aug Fibre 900 Data Only =  £31.07
• Then advanced August bill  28 Aug to 27 Sep  Fibre 900 Data Only =£45.00
• Then the advanced bill for this month 28 Sept 2024 - 27 Oct = £45.00

With problems you have had from the 7th I will remove the £31.07 from the bill as an apology.  Auto compensation can take up to 30 days But i will chase this up for you today once the investigation is complete you will receive a sms/email. 

Regards

[Gliwmaeden2]

For anything to do with billing, post afresh in that section of the community. 

There won't be any staff on here before Monday, however, so, if you want to get started with checking the bill, call 03451 720088 today or use Chat over the weekend:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

[xicomen]

Hi! Hope you are ok

Thanks for sorting eero plus once again, using the vpn, anti-virus and 1password included features.

I have just received my first bill and it comes to £121.07!!! what? I understand I need to pay for the previous first month plus the following month in advance but 121 it's crazy, almost triple the cost, the bill itself does not show much detail on what is being paid.

Is anyone from talk talk able to have a look at the account and check? It probably correct if it started counting on the 7th when they installed the internet and I could use my own router to access the internet.

Also I've been told here that the -£6.10 compensation for each calendar day of delay, including the missed start date would be credited on the first bill but I can't see anything on the bill relating to this compensation. what a pain having to chase for everything!

I'm sure I will have to chase again for the amazon voucher in 2 months time as everything has needed chasing so far; my experience with TalkTalk in a nutshell...

[Debbie-TalkTalk]

Hi xicomen

That's great, thanks for letting us know 🙂

I have sent you a Private Message with a link to a short survey for the Community.

Thanks again.

Debbie

[xicomen]

Hi Thank you! And it's working now, got another email from Eero saying eero plus is active and it's now showing on the app!

 

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. I've chased for an update from our Devices Team for you.

Thanks

Michelle

[xicomen]

Hi! Following my email from eero welcoming to plus I contacted them asking why the plus features were not available on the app and they responded with the following:

"I understand that you are inquiring whether your Internet Service Provider (ISP) has added eero Secure to your account. I have reviewed your network, and I can confirm that there is no eero Secure listed on your eero account. This means you can be assured that there will be no charges related to eero Secure in the future."

[xicomen]

Hi Chris,

I tried that as well just now and still no plus features

[MB1950]

I agree with the frustration have spent too many hours going through same info to verify my account with folks trying to be helpful but with no effect. Finally got an engineer visit but don't know date or time. As no other provider can supply broadband here was thrilled that TalkTalk said they could. However I'm beginning to doubt it will ever happen!

[Chris-TalkTalk]

Hi xicomen,

Have you tried removing a reinstalling the app, if not then can you give this a try

Thanks

Chris

[xicomen]

Hi Karl,

Thanks for doing that, I just wanted to follow up

A few days ago I did get an email from Eero with Welcome to Eero plus but on the eero app I still don't get the added features. I tried cleaning the app cache and data and then login again and no difference.

 

 

Thank you in advance 

Regards

[Karl-TalkTalk]

Hi

I've flagged this to our devices team to pick up.

Thanks  

Karl. 

[xicomen]

Hi Karl,

Thanks for following up. 

The router was working as expected yesterday (turned it off now to go back to my unifi router).

I had this same issue:

https://community.talktalk.co.uk/t5/Fibre/Eero-Secure-missing-from-Discover/td-p/3054421

I can access the app just fine and manage my network but there's no plus/secure features available or such option under the Discover tab (see print screen attached) therefore making the router really basic.

I should include that the app is also branded as Talk talk, with the talk talk logo appearing on the app start and on the support details.

 

[Karl-TalkTalk]

Hi

Have you have a look at the info here : https://community.talktalk.co.uk/t5/Articles/About-eero-Secure/ta-p/2767555

Are you getting any errors in the app or unable to log into the app etc ?

Karl

[Gliwmaeden2]

You'd need to check the cooling off period by phoning 03451 720088, @xicomen, but this page gives useful information:

https://community.talktalk.co.uk/t5/Articles/Cancel-your-TalkTalk-service/ta-p/2204737

 

Instructions for setting up Eeros:

https://community.talktalk.co.uk/eerosetup

For further help, wait for staff support (daytime, Monday to Friday) or call 03451 720088 (closes 7pm) or use Live Chat (closes 9pm).

 

[xicomen]

Hi @Gliwmaeden2 thanks for replying and marking my order as complete, apreciated.

Yes noted on the atutomated compensation that will be sorted in 30 days.

Any ideas related to the Eero plus?

Yea I know i'm under contract, does the cool off period start today, the day the routers arrived?