New package

[lizevans55]

My contract ended on Jan 25th. Prior to this I had been looking at what was available and had had a letter giving me options. I had twice agreed to a new package of Full Fibre with VoIP. On Jan 29th I was told that this was going ahead and that I would get a text message in 10 to 14 days informing me of the next steps.

So far I have not heard anything,and have recently had a second copy of the letter giving the options and saying time is running out of these! 

[Gliwmaeden2]

I think you need to double check the expiry date of your contract as the one you posted [that I removed] it was for 2 years from 2024. 

Check how that's affected by the copper leave behind issue etc if they are supposed to be changing it. I'd take that approach, @lizevans55.

[lizevans55]

Thank you I will remember that in future. 

So is it feasible that I was told the change in package was going through at end of January, and I haven't had further information since. Could this be due to a backlog? 

I was concerned as Arne had said there was no order on my account. 

[Gliwmaeden2]

@lizevans55, you didn't make it quite clear in your original post that the whole upgrade was to do with the £12 charge etc. That makes a huge difference, as it indicates it's not to do with the expiry of your contract, but the end of the copper leave behind arrangement. 

There is indeed a vast backlog, as they have underestimated the demand etc.

You absolutely MUST NOT DISPLAY any personal information details including account numbers in the public thread.

Return to the profile area, and in Private Notes, near the end of Personal information add any other specific information. SAVE CHANGES. 

Only you and staff have sight of that area. 

[lizevans55]

No, not that I know of! 

This is my account number

REMOVED FOR SECURITY

[kanya-TT]

Hey there, Elizabeth. Just to confirm do you have another account number apart the one from your bio.

[lizevans55]

I have previously phoned this number and was put through to the text messaging service. After a conversation lasting over 2hours I was assured everything was in order and the upgrade was going through. I was told the delay in getting emails etc confirming this was due to the volume of customers wanting to upgrade. 

I have still not had any further communication.  And it appears that there is no order going through on my account. I can't see how contacting the loyalty team for the third time is going to get me anywhere as the first two attempts at sorting this have been complete failures. As ringing the number seems to automatically connect me to a text message service it then becomes a very lengthy process . I have had a number of text chats which have gone on for an hour or more. If the loyalty team are trying to retain customers it's a strange way to try and achieve this as I am reaching the point of giving up and cancelling the whole thing and moving on. I was told it was sorted in January , we are now in April and I'm no further. The letter from Talktalk asked me to make a simple phone call confirming my choice of option which I did- twice! That should have been the end of the process! As the date for confirming an option has now passed I am concerned that I will be automatically put on the option charging me £12 a month extra. 

Maybe that was the Idea- make this process so difficult and complicated that the customer finds themself having a £12 a month surcharge!

[Gliwmaeden2]

@lizevans55, I've removed the image as it displays your account number - this sort of information shouldn't be shown in the public thread.

But what is odd about it is that it looks like your contract was only taken out in 2024 and had 2 years to run. So I don't follow you saying it expired in January this year.

There may be some muddle in the system if Talktalk told you it was ending ....so check that sort of thing when you try to reorder.

There can be an admin charge etc if you change packages mid contract, so, unless this was the offer of a free upgrade, you really need them to spell out that extra charges have been waived.

It's all rather odd and needs clearing up by speaking to them in person as advised. 

[fr8ys]

@lizevans55 

Unfortunately staff here cannot place or negotiate contracts.

As advised you will need to phone the loyalty team to place a new order.

Be specific to ask for the loyalty team to progress this.

[lizevans55]

IMAGE REMOVED 

 sorry this is an old one. 

[lizevans55]

That is the number I was previously asked to ring by fr8ys on this chat. I rang and was told all was gone and the order was going through. I also had on 29th Jan and email confirming the new package. I will try and upload a screenshot. 

[Arne-TalkTalk]

HI @lizevans55

I have checked your account and Unfortunately, there is no order progressing, I would have to advise you to call the loyalty team to place a new order on 03451720088   

Sorry for any inconvenience caused 

[lizevans55]

I rang that number and after a lengthy chat eventually I was told all was in order and I would hear soon.

However I have still not had any communication from talktalk confirming my change to full fibre with digital voice, and now panicking as the cut off date is looming and I am still being charged for my old contract. 

[lizevans55]

Thanks I'll try ringing that number. 

Liz

[fr8ys]

Staff here can check the progress for you but it might be quicker if the order hasn't gone through properly to speak to the loyalty team. 

Try phoning 0345 172 0088

Opening Hours can be found here - https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529#