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Trying to cancel new Future Fibre broadband order for 2 weeks/12+ calls! Nobody can help?!

natebrice
First Timer
Message 8 of 8

Hi there, I ordered Future Fibre/FTTP on 8th June and have been trying to cancel my order since 14th June as my existing provider offered a better deal - well within the 20 day cancellation period.

 

I have made over 12x calls and 3x virtual chats already over the last 2 weeks - getting passed from one team to another and another, every person saying they cannot cancel the order and I need to speak to someone else.  The order is still not cancelled nor do I have anything in writing, despite spending hours on hold and talking to your teams over the multiple calls.  I've spoken to the main customer services team, the future broadband loyalty team, amongst others. I've been told an online cancellation form had been raised - still heard absolutely nothing back from anyone.

 

This is beyond frustrating and surely illegal, given my right to cancel within the 20 days.

 

Please can you advise how I can get the order cancelled with immediate effect.

7 REPLIES 7

staceymc1997
First Timer
Message 1 of 8

I am having the same issue, I cannot cancel I’ve been trying since the day the person sold it too me and my 14 days is up on the 5th @Karl-TalkTalk would you be able to help at all please?

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Message 2 of 8

Hi @natebrice

 

I've had an email back from our Operations Team.  They have cancelled the order for you.  I've checked your account and the cancellation is also reflected there for you.

 

Regards,
 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 3 of 8

No Problem 🙂

 

Let me know if they help with this.

 

Karl 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 4 of 8

Thanks Karl

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Karl-TalkTalk
Support Team
Message 5 of 8

Hi

 

I've passed all your details across to our FTTP Operations Team so they can look at your order and call you directly to resolve.

 

Thanks  

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 6 of 8

Karl - thanks, I've added both the account number and FTTP reference to the profile.

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Karl-TalkTalk
Support Team
Message 7 of 8

Hi

 

So that I can locate your details on our system and pick this issue up for you, please can you add your Account number or Home phone number to your 'Community Profile'.

 

If you are a Full Fibre customer, please add your FTTP reference or FTTP order Number to your profile.

 

If you have difficulty providing the above information, please add the Account Holders name, House number and postcode to the Private Notes section that is located at the bottom of your 'Community Profile'

 

Thanks  

Karl.   

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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