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.

[spider-man]

Thanks, please do get back to me as soon as possible. I am worried I will be charged for whatever has arrived - I did not request this and I cannot and will not open this as mentioned in my previous post - can explain futher via private message if needed.

[Philile-TT]

@spider-man I am really sorry that you had to go through that. We are going to take the information you gave and send it to the team that is investigating this. 

[spider-man]

This morning a parcel has been delivered which I did not request! Someone was constantly knocking on my door and I cannot open it due to my mental health problems, causing me panic and stress. Parcel was left outside which caused even more stress. I will not open it because I cannot, difficult for me to do so. It's a brown box and says sagecom on the side. I just had a look at my emails and see a parcel was sent from talktalk. Why are talktalk doing this, please stop, I'm already dealing with enough, I've just had a big panic attack thanks to all of this!

[Philile-TT]

@Gliwmaeden2 thank you for the support. @spider-man I will have a look at your query and advise further. 

[Gliwmaeden2]

I'll make sure that this is re-escalated into the queue for staff attention, @spider-man.

They are on here Monday to Friday, daytime, so do check back for a response tomorrow. 

[spider-man]

Apologies for the delay in responding, I'm not doing that well hence the delay. Thank you for getting back to me and explaining, much appreciated. Can you confirm if this has been cancelled - received two more further messages asking me to confirm - one from Jan 10th and one from this morning - I am not responding.

Thank you for explaining about the accessibility services - I think I did select a option about this in settings some time ago but I cannot remember. Is it ok to send you a private message, I would prefer that as you've mentioned.

Thanks again.

[Mandisa-TT]

Hi @spider-man I do apologize for the delay in my respond, we had system outage yesterday and now have access to your account to assist further.

I have escalated your issue to the appropriate team for urgent attention. I understand that this is not the first time this has happened, as a similar situation occurred in 2024, which was successfully resolved. We aim to prevent this from happening again. we will work to cancel the appointment scheduled for 27th January and ensure your preferences regarding upgrades are fully respected moving forward.

Your well-being is our priority, and we are here to support you. TalkTalk offers Accessibility Services to our more vulnerable customers and these cater to those with permanent health issues or were they may be having a problem or illness for a short time. You did mention that you have mental health issue, can you elaborate on what health issues you have and if you will like your account to be flagged. If you are not comfortable with confirming on the thread publicly, you can send a private message.

[Mandisa-TT]

Hi @spider-man I'm sorry to hear this, I will look into your query and assist you.

[spider-man]

This has occurred again, seems to occur yearly. Hopefully Chris and colleagues who are in this discussion are still around - looks like new staff now? Please note that I cannot phone as this is difficult for me and I am dealing with a lot of issues, my mental health is not good. Last time I think this was forwarded to the appropriate team and cancelled as seen in previous posts.

Can you please cancel this again, message was received yesterday at 12pm, saying an engineer will arrive on 27th Jan 8am-1pm. 

I do not want this as stated in my previous posts - I am not doing well and I can’t do this - I stated before that I will be in touch when better. I have valid reasons why I do not want to upgrade as mentioned in this discussion and can explain more if needed. All of this has given me additional stress since yesterday afternoon so please stop this.

[spider-man]

Ok thanks. Thank you Arne and Chris too for helping, take care. 🙂

[Arne-TalkTalk]

You wont be charged.

[spider-man]

Hi Arne, thanks for getting back to me. On the letter it mentions that if I don't return equipment then a charge of £50 will occur. Hopefully this does not occur as it doesn't make sense as mentioned in my previous posts. So it's ok to just ignore this, hopefully no charge will occur?

Thanks again.

[Arne-TalkTalk]

Hi spider-man

Cant see who sent that bag to you, you can ignore it. 

Sorry for any confusion 

[spider-man]

Hi Chris, I believe this is related to this auto full fibre upgrade, could you please help. A letter has been sent but I've yet to open it but it is from TalkTalk as it says "TTreturnsbag". I was wondering what this is about as I have nothing to return and as you know - time and time again these full fibre upgrades are being made without my permission. I assume it's related to the appointment that was auto made which you fortunately helped cancel. Hopefully I will not be charged for not returning as I have nothing to return, should I just ignore this? Is it possible for you to tell whichever team that sent this returns that they've got it wrong.

Thanks for helping.

[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.