Help❗️I have been advised to move over to ful fibre but your call centres are making it difficult.

[prescol]

Got a puzzle. Called up your call centres the other day was moved around several times getting different answers to the same question. Currently on G fast. I Occasionally I have outages which I have to turn off the modem from open reach for 20 minutes to half an hour to establish connection. Your tech  team will  said full fibre is in my area and if I moved over to that it was solve the problem.. 

The G-Fast  modem has also got a light out so , the Internet light doesn’t show, even though I have Internet.

but call handling Staff said Full fibre not available on my account unless I close my Talk Talk account and reopen another one up. then it would be available? 

I don’t want to close my account. I just want to have a full fibre connection because I have my email address and it would make a lot life a lot easier..

I don’t quite get what they were talking about. This year Open reach install full fibre already to my  property,  the cables are sitting outside my front door all ready to be installed inside the property when I choose the switch and also I’m in the city fibre area as well. where the connections is also outside ready to go.

I don’t want to lose my Talk Talk email address because I have Doctors in hospitals appointment letter is coming through on that account so it’s fairly important for me to keep that account going.

Been informed by BT openReach that the copper cabling in my area is started to fail so the moveing over to fibrotic is more important than ever. my neighbours  have  moved over and has stopped their outage.

if I don’t get any satisfaction from Talk Talk soon I will consider losing my email address and moving over to someone who will pay off my contract like EE or Vodaphone.

Prescol

[prescol]

Yes I have spoken to your fault team and they are the ones who told me because it doesn’t happen all the time. The last time it happened was in August September the line is working and to solve the problem completely it would be best if I moved over to a full fibre a service

[prescol]

Thank you for the information,  if I place a full fibre order and cancel my G fast,  because I’m in contract still , would I have to pay a cancellation fee even though I’m saying Talk Talk? 

prescol

[Arne-TalkTalk]

Hi prescol

Full fibre is available, however its not possible to upgrade a G.fast line to Full fibre, which is why you have been given that advice , cancelling an account will not cancel the email address,  I would suggest placing a new order for Full Fibre, you will need to use a different email address to place the order.    Once completed we can move your email to your new account and close the G.fast account meaning no loss of service 

In relation to the drops in service have you spoken to our faults team? Openreach still need to fix the line while you are on the copper service.