Fibre 500 order not processed

[andyR_87]

Hello,

I placed an order for TalkTalk Fibre 500 (Port from BT FTTP) via your online chat. I've received the contract via email, but nothing else. I spoke to the online chat again today, however, I was just passed around from department to department, but no one seems to be able to locate the order.

Can you look into this, please?

Regards

Andy

[Arne-TalkTalk]

Hi andyR_87

I will double check, but all indications are the order was cancelled. 

Regards

[andyR_87]

Can you confirm this has now been cancelled? I've had no further updates from TalkTalk.

[Karl-TalkTalk]

Hi Andy, 

I've emailed all the FTTP Teams to see why this is taking so long. I've also alerted our management teams.

Karl.

[ferguson]

Sorry to see this is still ongoing, I have re-escalated it for you again.

[andyR_87]

Hi,

can I have an update on this please? It is getting extremely frustrating that I’m having to chase for updates. 

[Karl-TalkTalk]

Hi

the order is stuck and has been assigned to a back office team to look at, but as yet is not completed.

Karl

[Karl-TalkTalk]

Hi 

I've emailed the team to check if the order is cancelled.

Karl

[ferguson]

I have re-escalated this to the support team for you. 

[andyR_87]

Hello,

I've not had a response since Wednesday to my post. Can you please confirm this has been cancelled?

kind regards

Andy

[andyR_87]

Any updates from TalkTalk on this, please?

[anthonydclark]

Karl

It seems many people are having this issue. With orders falling off your systems and promised going live dates with Open Reach are not happening.

I have had now TWICE promised going live dates on Future Broadband not happening and TWICE that the orders have blocked on your systems and not processing to Open Reach.

There seems to be a huge problem going on here with customers like myself being fobbed off.

I was no way waiting for 5 days for your tech team to cancel the order for me to reorder with Talk Talk again for another going live date in 2 weeks time.

Why cant someone find out what is going on and halt all new orders if this is happening? I see a few including myself have complained about this.

I have decided now to look at an alternative provider as I think the process of ordering Future Broadband with Talk Talk is a shambles.

[andyR_87]

Hello,

Can you confirm if this has been cancelled please?

kind regards

Andrew

[Michelle-TalkTalk]

Morning,

We will check this again on Monday to see if there are any additional updates.

Thanks

[andyR_87]

Hi Karl,

Ok, thanks for advising. If you could confirm once it has been cancelled that will be great thanks :).

kind regards

Andy

[Karl-TalkTalk]

Hi Andy,

I did ask the Op's Team to cancel the order for you.  The order is stuck in the back end system, so I have raised an escalation to our software teams to Move this forward , free the order so that it can eventually be cancelled.

Thanks  

Karl. 

[Karl-TalkTalk]

No Problem 🙂

Karl 

[andyR_87]

Thanks Karl.

Kind regards

Andy

[Karl-TalkTalk]

Hi Andy, 

I'll ask the Ops teams to cancel the order for you.

Thanks  

Karl. 

[andyR_87]

Hi Karl,

Any news on this? I want to cancel the order, please. However, when I go on live chat they are unable to find the related order.

kind regards

Andy

[Karl-TalkTalk]

No Problem 🙂

Karl