TalkTalk/City Fibre Trying to Force Upgrade to Full Fibre

[trapper]

Hi,

For the third time in the last couple of years I'm getting texts and an email from TalkTalk /City Fibre telling me an appointment has been booked to install Full Fibre Broadband with Digital Voice. As usual I get a choice of confirming the appointment, changing the appointment or getting more info. There is no 'Decline' option.

My PC is in a room at the back of the house and is connected to the router by an ethernet cable. They will presumably drill a hole into a room at the front of the house near the fibre connection point on the pavement and put whatever they need to install in that room so I fear I will then not be able to use my PC. I really can't be bothered with the hassle right now as my internet works fine as it is and I'm a bit technophobic so will get stressed if things go wrong with the update. I don't know whether to bite the bullet and have the update and then do what needs to be done to get things to where I am currently or to just cancel it and soldier on as I am.

I have tried responding to the text message a few times but my reply does not get delivered. I've tried replying MORE (for more info), NO and CHANGE but nothing sends. Also, the Reply options in the email have a line through them so I cannot respond to this forced appointment by any means... not even to accept it, let alone decline.

Can someone please help me to contact whoever has sent me these messages so I can either accept the appointment, change it, find out more or more likely cancel it?

Thank you in advance for any help, advice or reassurance.

[Arne-TalkTalk]

Happy to help.

[trapper]

Thank you, Arne.

[Arne-TalkTalk]

Hi trapper

The returns bag will have been automatically issued upon the cancellation of the upgrade, As you didn't receive any equipment you wont get a charge. 

Sorry for any confusion

[trapper]

Hi Chris,

In a previous post I alluded to the fact that I was sent some equipment in the post the last time TalkTalk tried to force this upgrade on me. Thankfully I have not received anything this time but someone, somewhere clearly thinks I have as I have been sent a returns bag and pre-paid address label.

On the included letter (in bold) it says, 'Please note you may be charged £50 if you don't return your old equipment.'

I have no old equipment to return. Maybe I should be charging TalkTalk £50 for all the time it takes me dealing with this unwanted hassle.

Please can you inform whoever sent this returns bag that I did not receive any new equipment so have no redundant stuff to send back.

Many thanks.

[Michelle-TalkTalk]

No problem 🙂

Michelle

[trapper]

Thanks for the explanation, Michelle. Sorry for the delay in replying.

[Michelle-TalkTalk]

Morning,

FTTP is fibre to the property which will eventually replace all broadband connections as copper is being phased out.

Thanks

Michelle

[trapper]

Thanks for that. Why TalkTalk use this forceful approach is beyond me.

[Chris-TalkTalk]

OK thanks. I'll ask our Provisioning team to cancel the order. Apologies for any inconvenience

Chris

[trapper]

Hi Chris and thanks for your response.

I didn't actually order anything and not sure what FTTP is. 

I would like it if you could cancel the appointment that has been arranged by yourselves to fit Full Fibre Broadband in my home. 

I don't like this approach where I get an appointment that I have not requested sent to me out of the blue and especially when there is no DECLINE option and I am unable to respond to the texts and email in any case.

Hopefully the appointment will indeed be cancelled and City Fibre will be informed and that I won't be receiving any equipment in the post as happened last time an appointment was made for me.

Thanks for your help in this.

[Chris-TalkTalk]

Hi trapper,

So just to confirm, you would like us to cancel the order for Future Fibre (FTTP)?

Chris

[trapper]

Thank you for helping so swiftly.

[Divsec]

Hi @trapper your post has been escalated and you should hear soon.

The team here are very good and will do all they can to give you good advice.