Full Fibre 500 upgrade from 150 still not active

[Modelman]

Hi, My new contract to Fibre 500 was supposed to have started yesterday 28th Jan. After 4 phone (3 Hrs) calls to various TalkTalk call centres throughout the planet I'm still none of the wiser. It doesn't help that the language barrier seems to make it harder for them to understand the points I'm making and I struggle to understand them, so nothing gets sorted. 

To cut a long story short, I've been sent no upgrade equipment and my internet is still running at the old Fibre 150 speeds. To top it off TalkTalk have also changed my billing dates to 23rd Jan, when it should be at least the 28th to the 30th of each month. I'm starting to wish I hadn't bothered upgrading, and gone with one of the multitude of suppliers now available that offer similar or better deals. 

Any help would be much appreciated.

Many thanks in advance.

[Arne-TalkTalk]

You will need to follow the complaint process if you feel that compensation is owed.

[Modelman]

Hi,

Please don't worry as I'm switching provider at the next available opportunity due to TalkTalks own breach of contract and failure to provide the agreed service on the 28th Jan. (17 days ago) It's already cost me over 4 hrs of labour time on the phone trying to fix the problem. Unless there's some serious compensation on the table, I'll stay as I am on the Fibre 150 and switch to another company when I'm ready. There will be no further contact with TalkTalk until such times.

Many thanks for everyone's help though and best wishes.

[Arne-TalkTalk]

The order is stuck, I have asked the provisioning team to look into fixing this. 

[KeithFrench]

I will get TT to respond to you on here, guaranteed.

[Modelman]

After no further contact from TalkTalk, I spent 2 hours yesterday afternoon going round in circles yet again, being pushed from department to department.  As expected I got nowhere with the Fibre 500 switch on.  I've also discovered TalkTalk haven't even altered my account from the Fibre 150 in spite of knowing the new Fibre 500 contract should have started 2 days ago. To add insult to injury I'm also now paying for a service I'm not receiving.

I don't like to admit defeat however since every call to TalkTalk is a repeat performance of the last day, I can't see this ever getting sorted.

If anyone has any  final idea's where I can go from here it would be much appreciated as I exhausted every contact avenue.

Sadly It's looking like todays quest is beginning the search for a new provider.

[Modelman]

Many thanks Keith, I will wait for a reply.

[KeithFrench]

Just wait for a forum response.

[Modelman]

Thanks Keith,

Unfortunately I did miss a 0800 9555544 call earlier while driving however I'm not sure if it was TalkTalk as the number wouldn't connect when re-dialling. The 0345 1720088 was the number I spent 3 hours yesterday trying to sort the contract and Fibre 500 activation issues. Unfortunately nobody from over sea's seems to be able to take action and get the new contract sorted and active. The UK call centres in Manchester were helpful, on the rare occasion I could connect with them however said they couldn't deal with this issue directly. 

[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.