Significant issues with new fibre plan

[jhoward29]

Hi,

I took out a full fibre plan on 10th November 2024.

Since then I have had extremely limited communication from Talk Talk.

Last week on Wednesday 5th February they sent a staff member round to finally get me connected.

The staff member said he encountered a small problem and that someone would come back that afternoon to finish the job.

No one came and I have had no communication from Talk Talk since.

I called customer service yesterday. I was put on hold for an hour. When I said I had to go as I had a meeting I requested an update via email or a call back.

I was told this was not possible and that I would have to call again when I had more time.

This seems like terrible customer service considering how long I have waited and how I have been treated.

Please can Talk Talk schedule someone to come to my house to finish the installation and let me know the new date as a matter of urgency.

Thank you,

Joe

[jhoward29]

Hi Chris,

I did but a long time ago.

I have since bought a new upgraded package directly from Talk Talk.

I bought this package at the start of November it is now mid-February.

I don't understand why I am being fobbed off yet again.

Talk Talk is the name on my account.

Please do not palm me off and make me sit on hold yet again for hours and hours with no outcome.

[Chris-TalkTalk]

Hi jhoward29,

Did you migrate to TalkTalk from Shell?

Chris

[jhoward29]

No I am with Talk Talk

[Debbie-TalkTalk]

Hi @jhoward29 

Thank you. Did you transfer over from Shell?

We have a dedicated team who can take a look at this for you. At the moment we are unable to support Shell migration customers on the Community.

To get the help you need please give the dedicated Shell Migration team a call on 0345 172 0088, they'll be able to help.

[jhoward29]

Hi, Yes I have done that now.

Thank you

[Debbie-TalkTalk]

Hi jhoward29

I'm really sorry to hear this.

Please can you add your name and TalkTalk account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie