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Slow start to placing an order

gordonsuk
Team Player
Message 13 of 13

Came across future fibre via the CityFibre site. 

Seems like a reasonably good offer at present. Even though speeds are not symmetrical. 

 

An order has been placed on what can only be described as heading back to the 90's. No online ordering, an ordering team who can't answer any questions and don't seem very informed on the product they are selling. And a number of misleading statements made during the order process.

 

I only have an order number so far. No estimate of when service will be provisioned. No idea of when I'll receive proper confirmation. 

 

Is this normal for TalkTalk - and should I re-think before joining them?

 

Any views appreciated.

 

Thanks

 

 

 

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12 REPLIES 12

Message 1 of 13

Morning,

 

Thanks for the update and please let us know how you get on.

 

Thanks

 

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gordonsuk
Team Player
Message 2 of 13

Some progress has been made as of late yesterday. The wayleave has now been received and signed for Cityfibre hopefully not too long to wait for things to get moving now.

 

Certainly documenting the process as from a customer perspective the whole process is very broken and disjointed. 

 

I think things like even sending an introduction email after placing an order would be good. Just laying out the steps of the order process. Rather than relying on a somewhat manual broken process.

 

 

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Message 3 of 13

Hi

 

let us know how things are progressing towards the end of the week.

 

Thanks  

 

Karl. 

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Message 4 of 13

Thanks for the prompt response. Having chatted  online - I'm going to leave this until end of week. A little disappointed at the moment to find the order has not even been sent to CityFibre yet. Pretty poor.

 

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Message 5 of 13

Hello,

 

I'm sorry to hear that. Have you tried Live Chatting with our Future Fibre Team? I've included a Help Guide below which has a link to Live Chat at the bottom of the page.

 

Your Future Fibre Support Hub

 

Thanks

 

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Message 6 of 13

Hi, Thanks for the reply. Not really had much on this at the moment, so not really sure on what's happening with the order at present.

 

 

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Michelle-TalkTalk
Support Team
Message 7 of 13

Morning,

 

I'm sorry to hear this. Did the Future Fibre Team advise that they would contact you with an update on this?

 

Thanks

 

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Message 8 of 13

My Future Fibre 150 upgrade is being installed on Wednesday,  and even on my existing account page there is no way to track the order (as there was when I joined on the FTTC product) so I think the Future Fibre customer facing bit is still very much a work in progress - I've had a couple of emails really and that's it - and I had to call to place the order. Keep an eye on your inbox, it may look like nothings happening but I am sure they are getting on with it and doing the necessary checks to get the order moving.  In terms of Talk Talk as a company I've been with them 6 months now - and having heard all the horror stories about them I must say I've had nothing but a smooth experience with a solid connection fast connection with no issues at all - I'm just hoping this carries on with my fibre service when it's installed.

Message 9 of 13

@djbdane Thanks. I didn't really find them helpful when calling yesterday to be honest. I'll leave it for now and follow up with them next week. Probably too early anyway to try and get more info out of them. The order's only been in a few days. Would of just expected a bit more of a professional service from the start.

 

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Message 10 of 13

Give the UK based future fibre team a call 0345 172 0074 - 9am to 6pm weekdays, 5.30pm weekends - always been helpful when I've called them.

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Message 11 of 13

Thanks for the reply. I'll leave it till next week and give them time to get things moving.

 

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Gliwmaeden2
Community Star
Message 12 of 13

There are no staff on here before Monday, @gordonsuk.

 

Your first port of call for support with this product is Chat via the FF support hub:

 

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

 

Chat is available every day. 

Gliwmaeden2, a fellow customer.
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