Upgrade Status in My Account

[GrantWilson]

Hello,

When should I expect to see an area in My Account to track an upgrade order's progress?

Thanks,

Grant

[GrantWilson]

Hi Chris,

The latest update is:

"Hi,

This is Openreach on behalf of TalkTalk.

It's taking a little longer than expected to confirm your appointment date. However, we're working hard to make sure you stay well-informed. We'll contact you when we have further updates."

Thanks,

Grant

[Chris-TalkTalk]

Thanks Grant, you should receive another text giving you the opportunity to change the date

Chris

[GrantWilson]

Hi Chris,

Just to let you know that I received a text message on Tuesday 26/11 from Openreach saying:

"Hi,

 Openreach on behalf of TalkTalk.

We have received your order to install Full Fibre broadband at address ending XXX. We will be in touch shortly to confirm your appointment date. No further action is needed from you at the moment."

Thanks,

Grant

[Chris-TalkTalk]

Hi Andrew,

Sorry, they can't make any changes to the appointment yet, we'll have to check again in a couple of days

Chris

[Chris-TalkTalk]

OK, I've asked our provisioning team if they can change the date to the 13th, I'll let you know when I receive confirmation

Chris

[GrantWilson]

Yeah, the 13th would be fine. Here's hoping it's the one time Friday the 13th isn't unlucky.

Thanks,

Grant

[Chris-TalkTalk]

We can try to change it to the 13th, would this be your preference? (apologies, think I looked at the wrong month, thought the 11th was a Friday)

Chris

[GrantWilson]

Unfortunately not. It would have to be any Friday or Tuesday 17th is the only other day I would be free before the festive period.

Thanks,

Grant

[Chris-TalkTalk]

Is the 11th OK?

Chris

[GrantWilson]

Hi Chris,

I can't do the 9th. It would have to be a Friday as it's the only weekday I'm off every week.

Thanks,

Grant

[Chris-TalkTalk]

Hi Grant,

I'm sorry about this but it's not going ahead on the 29th now, There's a new go live date scheduled for the 9/12/24 but this is a provisional date and subject to change with Openreach. Apologies for any inconvenience, I know this must be frustrating

Chris

[Chris-TalkTalk]

Hi Grant,

There are no further updates so I'll check with our Provisioning team and get back to you

Chris

[GrantWilson]

Hi Chris,

Any further update?

Thanks,

Grant

[Chris-TalkTalk]

Hi Grant,

No further update at the moment. I'll check again in the morning and if there's no further information I'll ask our Provisioning team to take another look

Chris

[GrantWilson]

Hi Chris,

How are things looking this morning?

Thanks,
Grant

[Chris-TalkTalk]

Hi Grant,

Yes, I think the cancelled order is still blocking the new ordered. There have been no further updates so I'll check it again first thing on Monday morning

Chris

[GrantWilson]

Hi Chris,

Thanks for the update. I had thought that the previous order was cancelled which was why I had needed to create this current one. I also confirmed with Vodafone that there weren't any open orders on their system for me that could cause a delay.

Hopefully, it's something that can be resolved without much of a delay.

Thanks,

Grant

[Chris-TalkTalk]

Hi Grant,

Sorry, it appears that there's a problem. The order is showing OK on our systems but it's failing on Openreach systems due to pre-existing order on the line, it has been escalated to Openreach to fix the problem. I'll check again in a couple of hours to see if there's any further information

Chris

[GrantWilson]

Hi Chris,

Thanks for that. How are things looking today?

Thanks,

Grant

[Chris-TalkTalk]

Hi Grant, 

Still appears to be going  through OK. I'll check again Friday

Chris