Future Fibre Order no information/confirmation

[huntylch]

Hi

I phoned customer services last week and put through an order to upgrade to Future Fibre 150 and the engineer's appointment has been booked for 2 weeks time. I was told I'd receive confirmation and a welcome pack via email, but I haven't had anything through at all other than a survey about the call, it's also not showing on my account area.  I'm just wondering if it could be confirmed that the order is in place. Or how long it normally takes for confirmation to come through? Thanks

[huntylch]

Not as yet, I've been really busy with one thing or another this last week or so, as soon as I get the chance I will give it another go.

[Michelle-TalkTalk]

Hello,

I'm really sorry to hear this. Have you managed to contact the Sales Team again?

Thanks

[huntylch]

I spoke to future fibre agent on live chat and they confirmed that no order was in place.  Looks like I’ve got to try again. 

[benny55]

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@huntylch wrote:

Hi

I phoned customer services last week and put through an order to upgrade to Future Fibre 150 and the engineer's appointment has been booked for 2 weeks time. I was told I'd receive confirmation and a welcome pack via email, but I haven't had anything through at all other than a survey about the call, it's also not showing on my account area.  I'm just wondering if it could be confirmed that the order is in place. Or how long it normally takes for confirmation to come through? Thanks

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Well I've had FF installed on the 29th December and still waiting for my Welcome Pack/ Account update, so it may take some time. 

[Gliwmaeden2]

They construct a  separate My Account  for FF, @huntylch, and that seems to take ages.....

I would contact the FF team directly, as detailed above in earlier replies.

[huntylch]

Thanks @Gliwmaeden2, no I haven't spoken to them since placing the order, I was thinking it would perhaps show on my account that there is an order in place. 

Looks like my original question has been missed as others have hopped onto the thread.  

[Gliwmaeden2]

@Michelle-TalkTalk, this is actually originally @huntylch's thread!

@huntylch, have you managed to speak to the FF team?

[CanonAxe]

Yes I'm a TalkTalk customer, I don't have any options to upgrade in my account, only way to do it is via the phone. 

[Michelle-TalkTalk]

Hi,

I'm really sorry to hear that. Unfortunately we can't place the order via the Community. Are you currently a TalkTalk customer? Do you have the option to place an order via your My Account?

Thanks

[CanonAxe]

No told me to ring he Future Fibre team and go through the whole process again.  Not sure I have the patience to go through it again.

[Michelle-TalkTalk]

Hi,

I'm really sorry to hear that. Did they advise if they can resolve this for you or what the next steps will be?

Thanks

[CanonAxe]

Thanks for some reason the BARVE browser doesn't show that button. Spoke to an agent turns out my order wasn't actually added to your system so the 30 minutes going through and confirming everything and then getting someone to be available on the 27th was an utter waste of time. If I hadn't of chased it up I'd be know the wiser.

[Michelle-TalkTalk]

Hi,

There should be a live chat button at the very bottom. Do you have any pop up blockers? Have you tried using a different browser?

Thanks

[Gliwmaeden2]

Try a different browser and also check that ad blockers are disabled, @CanonAxe. Chat opened live at 9am.

It should look like this:

 

[CanonAxe]

I did have  a look at that page, but there was no details on how to contact them.

[Michelle-TalkTalk]

Hello,

I'd recommend contacting our Future Fibre Team directly via Live Chat so they can look into this further for you.

Your Future Fibre Support Hub

Thanks

[CanonAxe]

Same here, spoken to customer service, engineer booked, told I'd get a conformation email and my welcome pack sent via email. Confirmed email address but nothing. Like you nothing my account no idea if this is going to happen.