Unable to upgrade to fibre900 from 500 due to account issues. Upgrade has failed twice now

[RichCobley]

Hi,

    I have been trying to upgrade to fibre900 for over a month but each time an order goes through it fails and then my order is cancelled.  I was told by an engineer that there is something fundamentally wrong with my account which needs to be addressed before the orders would go through.  I was assured this would be sorted but my support ticket and order was cancelled without me knowing.  I phoned talktalk and had a nightmare to re-order at the same price even though I had a contract but this was sorted and was subsequently ordered.  The upgrade should have gone though on 6th of February but again this has failed.  I have been told the issue with my account is mismatching network numbers from your end and BTs end.  Can this be looked at please?

Many Thanks

Rich

[Gliwmaeden2]

Yes, that perplexes many people, @RichCobley.

We have mentioned this several times, but Talktalk doesn't seem to get the message that customers expect that to mean professional help rather than just us all supporting each other.

They just don't get it when we feed that back.

[RichCobley]

ill just add this here 

[Gliwmaeden2]

Exactly  - that's what Arne meant about you having to phone that specialist team.

[RichCobley]

@Gliwmaeden2 - apologies, i thought i was putting it on a different forum.  So can you please confirm, as a support team across all threads, you are unable to support me?

[Gliwmaeden2]

Starting this new thread can't get you any further on the forum  - it's the same team across the different message boards.

As mentioned elsewhere, @RichCobley, you need to phone 03451 720074 or 03451 720088 and ask to speak to the Future Fibre team.