No updates on install date.

[Plazticfish]

Hi,

I signed up for an upgrade to Fibre150 almost a month ago. At that time I was provided with an install date of PM today (19th).  Earlier this week I contacted support via web chat who acknowledged an issue. I was advised  " The upgrade request you placed was successful, but while allocating an engineer for you, the request got stuck, which is why it didn't go through to Operations."  

I can't track my order via my account, as there is no option to do this.  Is there anything that can be done please?

Thank you

[Karl-TalkTalk]

Hi

Glad to hear Openreach have arrange an appointment for Monday - we can send a returns bag, but lets wait until Monday and make sure the installation goes ahead.

Karl.

[Plazticfish]

Hi Arne, further update. BTO called and appointment arranged for Monday 14th. Fingers crossed. I assume EERO will be shipped in time, however, I  currently use Vigor130 (will be redundant with ONT) and Ubiquiti USG/CK/SWX and AP's, so not a show stopper if it does not arrive in time to commission. Will you also be sending return packet for the current router (not used).

Thank you.

[Arne-TalkTalk]

I'm sure they will. 

[Plazticfish]

Hi Arne, thank you. FYI BTO have sent a text earlier this morning, to say they will be calling me to arrange appointment in order carry out installation. I noticed a missed call at lunchtime. Let's hope they call back.

Thank you.

[Arne-TalkTalk]

I'll check for you on the 15th

[Plazticfish]

Thank you Arne!

[Arne-TalkTalk]

Hi @Plazticfish

My last update looks like things may have moved on the order shows that work will continue.

The next update is the 15th

[Plazticfish]

Hi Arne, thanks for your comments.

I did e-mail concerns@ with all my details, name, account ref, telephone number and details of the issue. I received an e-mail back stating that as I had not included the necessary details, so they could not help????? Running out of options of who to contact next.

I have been out of the country during the last week. Whilst away BTO sent a Text asking for access to start the installation.

So the order is stuck in the system. The only option is for me to cancel and start again. I can't complain as all my details have been ignored and now BTO want to start the installation. Parties in breweries spring to mind.

Short of signing up with the competition, what are my options now please?

Thank you

[Arne-TalkTalk]

I understand your point, its not the service we would like to offer, Unfortunately when an order becomes broken the only thing we can do is advise you to do is start again, we cant re-activate a broken order.  

Sorry

[Plazticfish]

You offer a service, I accept. You send through an agreement and a date to install. I accepted. Then nothing. I chase 2 days before the installation as there have been no communications at all. I am then advised the order is stuck and will be sorted by the back office team. Now, after having to chase again, It's still stuck and  I am expected to have to cancel the order and go through the process again.

So your faulty system and processes cannot be rectified. Not a great experience. So off I trot to customer service with a complaint......

Thank you

[Plazticfish]

Unbelievable!

[Arne-TalkTalk]

Hi Plazticfish 

The order is still stuck and will need cancelling and replacing,  this will have to be done via you calling the loyalty team again. 

Im really sorry  

[Arne-TalkTalk]

Hi Plazticfish

I will request an update on this. 

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and hopefully be able to update 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.