Waiting for service

[Leagueman1]

My name is Ian Oddy and I have fibre 150 + voip with TT. 4 months ago I took a free trail of BRSK fibre to try improve the speed of broadband connection up in my sons room for his PS4. It was no good so I cancelled after 3 days.

Despite insisting on not taking my phone number they did so behind my back and despite several calls to both service providers they both insisted it was down to the other to get it back. Eventually it stopped working so I contacted TT to report the issue. They attempted several times to fix the problem over around a month including several arranged phone calls to see if it was fixed they finally concluded it was down to BRSK porting my number against my wishes so said they would get it resolved. Three weeks later it was the same so I got in touch again and asked if upgrading to fibre 500 was possible and would help me. They took all my details again and ordered it for me here I am 4 weeks later after one cancelled order ( why I don’t know) they took my details again and promised me they would get it fixed.

After a complaint two days ago and several totally useless texts full of apologies I tried to ring today and was  pushed onto text messaging by their automated Sara and got an agent called Sohab who took a couple of details then said they’d put me in touch with the technical team and not to disconnect. I waited over an hour and even asked if anyone was there but nothing.

The whole story smacks to me of either total incompetence or they are taking the Michael out of me for daring to have a free trial with someone else. All this time for around 4 months I have carried on paying my DD every month. But I have had no home phone all this time. My next move is to cancel the payments and leave to go elsewhere because the fibre 150 is still slowing down at night and morning. Leaving our sons games unplayable at times.

[Gliwmaeden2]

The forum support team cannot follow up on issues connected with Full Fibre, @Leagueman1.

That's why they are sending you to 03451 720074.

Please note, if they do manage to retrieve the phone number for you, setting up the Fibre500, the VOIP service now comes with an extra £2.00 charge per month.

 

Not sure if that would apply also for Fibre150 but it's worth checking  - a recent change in policy that wasn't the case before all this happened. 

[Leagueman1]

I’ve rung the number after receiving it on here last week all I got was the usual options then try the option you think will give you contact with a person. All the options are over spoken by the recommendation to use the “faster way” in chat.

when can someone actually give the customer some service without us having to do all the running? It looks good to others when staff answer these complaints but people don’t see that still nothing gets done. By the way I still have no phone line.

[Leagueman1]

Yes I did order voip with the 500 they went back over the order both unsuccessful times before this latest lady agent on Monday tried to make me pay twice, for the new package and also changing. Just because they didn’t deliver what I wasn’t getting paying for.

they’ve become a night mare to get in touch with. I’ve been a customer since they started.

To show how caring they are(not) I’m still waiting for a manager to call me back from my last dealings with them.

[Leagueman1]

Hi I’ve spoken to them so many times they all said they’d sort it and nothing happened. I spoke again on Monday as I’ve mentioned in my post and they tried to make me pay extra for the service I wasn’t getting. The worst part is no one ever gets back in touch to give updates, they just want you to keep ringing back then go back through it all time after time. 
They don’t seem to understand I never left them, just tried another service as a supplement to help my son in his second floor bedroom on his PlayStation. 

[Gliwmaeden2]

@Leagueman1, did you also order VOIP with your Fibre500 upgrade? It's probably important to mention that with every contract change as otherwise it is likely to fall by the wayside  - that may even have been the case when you returned from BRSK.

It's not automatically included with Talktalk Full Fibre packages.

[siphosethu-TT]

Hi there @Leagueman1, I'll need you to contact our full fibre team using the number below and they will have this looked into for you. Thanks

03451720074

Opening Hours:

VOICE - Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/FutureFibre/bd-p/FutureFibre