TalkTalk auto upgrading/makings appointments without my permission.

[spider-man]

Hi, this occurred about two years ago too and I made a similar post back when this forum thread was called "future fibre" looks like the future fibre thread and all it's posts got deleted and replaced with this full fibre thread so I'll try to explain again. I'm not 100% sure but I think Chris from TalkTalk might remember as he sorted it out for me, thanks again for that but it seems to be occurring again.

I unfortunately deal with MH issues, I am not currently interested in any upgrade as it will be added stress, I can further discuss why via private message if required.

A text and email was received earlier about my broadband being upgraded and mentions "how the upgrade was unable to go ahead" and now they will send me a new appointment date. I can't cancel this as there is no option to do so. There should be a option where you can select "I'm not interested" etc.

This happened before about two years or so ago and I made a post on here and what happened was without notifying me etc TalkTalk a few times kept on making appointments for a engineer to attend and I would update the thread I was posting on explaining what is happening and it would be cancelled but it occurred again but eventually was sorted, also couriers were delivering cables which added more stress as I didn't request any of this and if I recall correctly I think a engineer arrived once too despite it being cancelled.

Currently it looks like no appointment has been made so far but I am hoping someone from TalkTalk on here could talk to a higher up and cancel this/stop this upgrade process. In the past I've not had luck with live chat etc regarding this.

While I am thankful for the free kind offer and I would accept but because of the process of engineers etc and my current set up, I cannot go ahead with the upgrade right now as stated previously because it would be more additional stress and currently too much for me to handle. So I'm hoping this can be cancelled because last time it was auto made for me and I couldn't cancel, could only rearrange and couriers were sending me cables etc. All of that was stressful for me and now it's happening again. So please can you stop this upgrade process, I will be in touch if I want to upgrade but not now.

Thank you.

[fr8ys]

@AudreyH0 

Hi,
Please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[AudreyH0]

I also received a call re City Fibre upgrade I told the caller I was not interested in the upgrade as I did not want the inconvenience and I also know Openreach will be upgrading Fibre to my property in the near future.

I then received a Fibre router which I did not request I have now received numerous unsolicited phone calls whilst at work from Talk Talk (I did not answer) my partner spoke to a caller on my behalf today and they insisted on speaking to me but I was not available, I have my contact as being e-mail to avoid being called whilst working so I should not receive phone calls.

I have been contacted re an appointment for 5/12/24 that I did not request either.

Why is there not an option to opt out of this upgrade? 

[Chris-TalkTalk]

Our provisioning team have confirmed that the order has now been cancelled

Chris

[Chris-TalkTalk]

OK thanks, I'll get this cancelled for you

Chris

[spider-man]

Hi Chris, thanks for getting back to me. Date: 04 Dec - 8am-1pm. Hopefully it will be cancelled and this will stop.

Thanks again.

[Gliwmaeden2]

Please don't persist with posting on the other customer's thread, @Crmp2024.

You wouldn't like it if your own were interrupted in this way. 

I will re-escalate your own thread for attention. 

[Crmp2024]

I am sorry to both of you but have been very stressed out by this!

Editing so i dont post a new reply

i was just trying to apologise Gliwmaeden2!

[Chris-TalkTalk]

As your thread is in the billing section Arne will pick this up when he gets around to it.

Chris

[Chris-TalkTalk]

Hi Crmp2024,

We can put notes on but unfortunately it doesn't guarantee that it wont happen again. All I can suggest is to let us know if it happens and we can get the FTTP order cancelled for you

Chris

[Gliwmaeden2]

Please only follow up on your own thread, @Crmp2024.

Posting on other customers' threads for help issues, especially when they haven't yet been resolved just muddles communication for the original poster.

[Crmp2024]

edited so no more confusion

[Chris-TalkTalk]

Hi spider-man,

Could you just confirm the date of the installation in the text/email

Thanks

Chris

[Chris-TalkTalk]

Hi spider-man,

I'll take a look at this now and get back to you

Chris

[spider-man]

Hi Chris, looks like a appointment without my permission has been made for next month. Email and text was received earlier this afternoon, hopefully nothing turns up via courier like last time etc - all of this was added stress. Could you please cancel this and tell the team or whoever is doing this to stop further auto upgrades. There should be a simple "no I do not want to upgrade" option but no option like this. This was what my worry was in my previous post as no appointment had been made yet - just that they are upgrading me etc, which is why I had to double check with you.

Thanks.

[spider-man]

Thanks again for helping 🙂

[Chris-TalkTalk]

The appointment has been cancelled and no appointment will be made. If you do receive any further texts/emails about it just let us know and we can take a look.

Chris

[spider-man]

Thanks for helping. Just to be sure, the upgrade text and email I received mentioning that in a few weeks a appointment will be sent - that is all stopped and no appointment will be made?

[Chris-TalkTalk]

Hi spider-man,

Our provisioning team have put notes on your account asking to cancel any future upgrade attempts. If you any do slip through just let us know and we'll deal with them for you

Chris

[Chris-TalkTalk]

Hi spider-man

I've asked our provisioning team to take a look at this, I'll let you know when I have an update

Chris