Having trouble ordering a upgrade.

[PaulM381]

Hi

I'm having a problem trying to sort out a upgrade to my TV package. I was offered a Data 150 package with a 4K TV box and accepted the offer. I now have tried to change this to a Data 150 package with the new TV Hub. I have had several chat sessions and tried to call several times but either I get told the order cannot be changed till after the full fibre has been installed or I get cut off on the phone. As I have been with TalkTalk for many years I would like to think that my loyalty would be recognised and it would be a easy fix to change my required TV box before it is sent to my address. 

After spending 2 hours today trying to sort this problem out I decided to cancel the order all together. Is there any chance a modulator could look into this please? Thank you. 

[Arne-TalkTalk]

Im sorry that this is dragging on, keep us updated. 

[PaulM381]

Hi

I spent 3 hours yesterday in numerous chat sessions with different teams which ended up with a chat to the case manager for full fibre. Apparently my order had been cancelled and the manager had to rebuild the order. I now have to wait till the 12th May for openreach to install the fibre. I've been advised to then sort out the swapping of the TV box. Can I just say that the manager I spoke to tottaly understood the predicament I was in and was a great help in sorting this problem out. It's a shame that the people I have chatted to before weren't more informed to the simple task of swapping a TV box in a new order. 

Thank you for your help with this problem. 

Kind regards 

Paul 

[Arne-TalkTalk]

Hi PaulM381

I suspect the order was cancelled late on in the process so the equipment order will have been picked up by the warehouse team who haven't checked.

I suppose we could see what happens on the 27th and take it from there. 

[PaulM381]

Hi Arne 

Thanks for the update. Could you just tell me why (if my order has been cancelled) I have been sent the new eero router and a new TV box? There seems to be a breakdown in communication between the fibre team and the sales team as one says the order is active and the other says its cancelled. I've had another chat with the sales team about changing the TV box and they are saying that they can't do anything until the service is live on the 27th.

Kind regards 

Paul 

[Arne-TalkTalk]

Hi PaulM381

I contacted our provisioning team who have advised that the order is showing as cancelled in the sales system I would have to advise you to contact the future fibre team again. 

Sorry for any inconvenience caused by this 

[PaulM381]

Hi 

Sorry didn't know they are not in the office at the weekends. Thank you for your help. Hopefully this will be sorted out soon. 

Kind regards 

Paul 

[Gliwmaeden2]

Staff are not on here at weekends, @PaulM381. I'll make sure that this is brought to their attention again. 

[PaulM381]

Hi

Just a update. I received the eero router yesterday along with the 4k TV box which is the TV box I wanted to swap. I've requested a return bag for the TV box already. As I have received the eero router I'm guessing that the fibre installation is going ahead on Thursday. Do you have any information yet? 

Thanks 

Paul 

[PaulM381]

Hi Arne

Thank you so much for trying to help with this problem. Have you had any response yet? As the install date is next Thursday I really need to know if I need to take the day off work so I'm at home for the installation. 

Thanks again. 

Kind regards 

Paul 

[Arne-TalkTalk]

I will request an update.

[Gliwmaeden2]

I'll re-escalate this for you, @PaulM381. Staff will reply during the week (Monday to Friday).

[PaulM381]

Hi

Well after numerous online chats and being passed from one Dept to another I'm still no where near knowing what is happening with my order. I have chatted to the full fibre order Dept and they tell me to speak to the sales team as I don't have a active order. So I speak to the sales team who tell me they can't start a order as I have a order in place which will be installed on the 27th???? Surely the diffent departments see the same details on a account??? All I want is to have my full fibre 150 with the new TV hub installed on the date that I was given and that seems Impossible for TalkTalk to do. Can someone please help!!!! 

[Arne-TalkTalk]

You would need to wait till the current order is stopped then place a new order. 

[PaulM381]

Hi 

Yes that's correct but I would like to still have the data 150 but with the Hub box but I was told I couldn't have the Hub TV box as its now out of production. It seems strange that I couldn't just change which TV box I was going to receive without the inconvenience of going through cancelling the whole order. So what would you suggest I do? 

Thank you for looking into this for me. 

Kind regards 

Paul 

[Arne-TalkTalk]

Hi PaulM381

A request to cancel the order for fibre 150 has been requested. 

[PaulM381]

Hi

I've updated my details as requested. 

Thanks 

[Arne-TalkTalk]

Hi PaulM381

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards