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

[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.