home move problems

[beachmat]

I'm moving house soon and tried to tell you about it on your website but it said it couldn't be done and I needed to ring you, which I did. An order was placed for Fibre 65 at my new address, but today I received a text saying there was a problem with the order and to use the link to chat. That didn't work, so I rang, and the rep wasn't sure if the order had gone through even though I had received a contract summary (it was placed on a different system or something). He transferred me to the FF dept and after waiting about 20 minutes I got cut off. I tried ringing again and got cut off again.

If the service wasn't such good value I'd go elsewhere. Is anyone reading this in a position to clarify what's going on with my order?

[beachmat]

OK, thanks.

[Arne-TalkTalk]

Thanks for the update.  You should be eligible for Auto Compensation if you haven't received any contact by the end of December post back and I can escalate it.

[beachmat]

An Openreach engineer has attended and sorted it out, finally.

[Arne-TalkTalk]

There is a call scheduled for today from your complaint manager.

[beachmat]

11 days since I moved and still no internet...

[beachmat]

I had a text this morning saying the new order had been cancelled because it's not a full-fibre area.

Just spent over an hour on the phone again sorting out an FTTC alternative. So in fact I will have a landline anyway.

Extremely frustrating as I first notified TT about moving more than 2 weeks in advance, but will now be 10 days without any internet.

[beachmat]

I still haven't had a call from an engineer about installation at my new address, and it's getting close to moving day.

[beachmat]

I've had a couple of emails from TT saying they'd love me to stay with them, which is a bit confusing because I am. I hope it isn't an indication of a problem with the new order.

[Arne-TalkTalk]

Keep us updated. 

[beachmat]

Ok, managed to speak to someone in the loyalty dept who said that the reason there was a problem with the new order was that for some reason the cease on my existing account had been cancelled. So hopefully it's now resolved - we'll see.

[beachmat]

I've now tried using the SMS service, but after going through the verification procedure, was told I needed to phone. I'll refrain from saying what'd I'd really like to...