UNREQUESTED UPGRADE EMAIL

[paja32]

just received email from talktalk saying they are upgrading me to FTTP (further email and SMS to follow)    I DO NOT WANT THIS UPGRADE NEVER REQUESTED IT SO PLESE INFORM FTTP DEPT AND CITY FIBRE TO CANCEL THIS FTTP UGRADE   thanks

[paja32]

Arne.  It quotes account number. XXXXXX4277.   Its addressed personally to me Mr p a*****s

[Arne-TalkTalk]

very strange, It looks like an automated letter has been issued, there is no upgrade order on your account. 

[paja32]

Arne.   It's in my message I sent.      Letter dated 26/9.  Arrived 29/9

[Arne-TalkTalk]

Hi paja32

What is the date on the letter?

[tsmiggy]

Hi. I was also sent a email a few weeks ago now. And this was followed by a text message from Openreach. There was a option to cancel, and you can cancel.

[paja32]

Hi ARNE    even though you confirmed upgrade order has been cancelled 20/9/23  a letter from talktalk salford has just arrived 29/9  DATED 26/9   still saying  we are ugrading your broadband.   and as I said earlier the promise of a further email and SMS message will follow in the coming weeks    I WILL IGNORE EVERYTHING THAT COMES ON THIS UPGRADE   

[Arne-TalkTalk]

Hi paja32

It usually arrives with in 48hours and will fit through a standard letterbox and doesn't need signing for.

[paja32]

Arne.    Thanks so much.   When I got the email to renew in January 2022 the email said up grade to fibre 35(first time for me on fibre was on basic 11 speed copper before that) said it came with new router mine was almost 4 years old then it never came.  Did come onto your site and Debbie picked up the message but she said your hg633 is ok for that that package so never got one at all.    So I can be in when it arrives.  Who will deliver it and what day do you think I should plan for.  Thanks patrick

[Arne-TalkTalk]

Hi @paja32

I would have thought a new router would have been sent to you when you renewed last year. 

I will request a new one is sent to you. 

[paja32]

Arne     HG633 had since 21.2.2018.  5 years 7 months.   Do I qualify for a modern replacement.  Could you send me a new one?

[Arne-TalkTalk]

What router are you using? Sounds like an old one.

[paja32]

Arne.   As previously said red light on at 0115. I requested the test at 0139 by telephone hoping Green might come back. at O230 noticed all 4 green again. 

[Arne-TalkTalk]

Hi paja32

I can confirm that the upgrade order has been stopped.  There is no cancellation order for the FTTC service.  Reason for the red light seems to be an automated line test was ran at 20/09/2023 01:39:48. 

Regards

[paja32]

ARNE    latest info    just come off the phone after calling the loyalty team (KELVIN)  he was very helpful he contacted the order management team I spoke to yesterday and after discussions with others he has assured me my account is secure and I will not be cut off and the ugrade will not go ahead  also a manager will call me at 10am thursday   so I will give further info after he rings me   kelvin is also going to investigate why I had a red light on my router at 0115 this morning 20/9

[Gliwmaeden2]

@paja32,

Another customer in a similar situation actually got this sorted today using the same phone number. [Edit: actually they texted back and it seems to have been accepted as a cancellation].

The thread is here:

https://community.talktalk.co.uk/t5/Full-Fibre/Cancel-Full-Fibre-Installation-Migration/td-p/2990426...

The only difference seems to be that theirs would have been installed by Openreach and yours is with City Fibre. Have you had any similar text messages?

I'll flag this up again for you - staff are on here daytime only.

[paja32]

ARNE      another email generated just arrived   talking about me cancelling my current contract/dirct debit  which is false you know I am trying to stop a forced upgrade      can you tell retentions dept this must not happen to my current contract I must not be cut off  I WAS CUT OFF woke up 0115 this morning look downstairs and red light on the internet name other 3 all green  tried numerous times/reset router twice nothing    to  suddenly have no internet and be cutoff from online shopping  banking family emails etcetc is not accepatable for an 85 year old alone and vulnerable    reported it as broadband down to auto service around 0130 just praying for a miracle  went out of living room 0230 and green light back on   please make sure I am not cut off again my account showing contract ok until 7.1.24 please make sure my internet FTTC fibre 35 is maintained   thank you  they said I requested it in the future fibre live chat  I did not   as you know just trying to stop this forced FTTP city fibre upgrade

[paja32]

hi ARNE     had to come back to you urgently for help over this      priscilla motaung of customer relations dept emailed me with a link to future fibre online chat  been on 30 mins and  they went through all my checks and details and said its not been cancelled as I was told on phone by order management team this morning   also who promised confirmation email that never came  online future fibre team chat said they could not do it either  this is so rediculous   all the people I have been told to contact will do nothing   so can you contact provisioning team and any body else that will listen and get this forced future fibre upgrade CANCELLED I am not ready for at the moment  I just want to stay on my current contract of FTTC   fibre 35  thank you patrick   I need confirmation of this cancellation arne I know you have experience of this system and I am relying on you get a sucessful outcome

[paja32]

Hi Arne.  Spoke to order management team about 0915 he said he would stop this going through he said I would be sent a confirmation email but it's never arrived also said he was placing a notation on my account re this but when I checked around noon time cannot find anything.   Not confident anything will happen if it restarts with further emails/SMS messages I will contact you for assistance. Thanks patrick

[Arne-TalkTalk]

Hi paja32

Sorry that you are unhappy

Best option would be to call us on 03451720088 ask to speak to the future fibre team They will be able sort this out.

Sorry for any inconvenience caused 

[Gliwmaeden2]

Staff don't process cancellations, @paja32.

You need to contact Talktalk directly yourself and then staff can follow up if you get into difficulties with them processing the request. 

Opening hours are listed on this page along with the link to Chat and the phone number:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529