I joined TalkTalk after moving to a new house, prior I had been with Plusnet without issue for 4 years. But TalkTalk’s pricing and the TV package persuaded me to make the change. I tried to add the TV plus box before I ordered the broadband, but after speaking to an advisor was told to just go ahead and then I could add it when I went live on the 22nd of Sept. Since then I’ve spoke to 5 advisors online and two on the phone, each one has promised different amounts of time it would take to sort it. I’ve even spoken to the priority manager and was given a promise that in 5 days it would be 100% sorted “That was over 8 days ago”. I keep getting told that it’s been escalated and will be sorted, I even received a phone call from a guy called Adam from the Bridgend Office, who was incredibly helpful and tried his best to sort the problem out, he then transferred me to a different department, who after I explained the problem, cut the call off. I’ve saved every online conversation I’ve had and to be honest I’m totally FED UP!
By the way when I try to add the TV Plus Box and the a package, it comes up with a message saying “Sorry, Our line check shows you aren’t able to get any TalkTalk packages. We can’t currently bring any Broadband plans to your area but we’re expanding our UK network all the time so please check back again soon”
BUT I get approximately 70mb download and it doesn’t drop below that, just spoke tonight with another online advisor, who said give it another 5 days, but 72 hours ago they said 48! Must admit Joining TalkTalk is turning into the worst decision I’ve ever made. It’s going to be interesting IF TalkTalk EVER get this problem sorted that they stick to the discounts promised a few days ago, because who know how long and IF this will ever get sorted. I’m totally and utterly FED UP of not getting calls back, every contact except ONE has been made by me and this has been going on for a couple of weeks. If anyone From TalkTalk out there can help, I would be extremely grateful and apologies to anyone that reads this for how long it was.
Thanks
Steve
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Hi Steve
Looks like there could be a couple of issues, so will need to tackle these one at a time.
The TV package is showing as active on your account however this is currently set as Horizontal, so TV store only, thinking that your line does not have ability to stream TV content. I've passed this to my colleagues in the TV Teams to have this changed over to Multicast.
The second issue I'm showing is that TV services are not reflected in our network systems, so when they have set the TV service correctly for the account, I can then look to see if this will correct the network system. If not, I may need to remove the TV product then re-add to trigger communication between the systems and update the network systems.
I will reply here as soon as I get an email back form my TV colleagues.
Thanks
Karl.
Hi Steve,
Can you access My Account now and try to add the TV package to your account.
Out TV teams have been having a look at this.
Thanks
Karl.
Hi Steve,
I'll take this back to our TV teams to see what they can do for me.
I've been speaking to them earlier and found out that the initial order placed on the system by the sales agent was incorrect and placed for TV store only rather than multicast, so it's not really a case of things not working correctly, they are working correctly for the account, it was the order that was wrong. I may need to have the TV service fully removed and then add the correct TV order, but I'll know more when I speak to them again.
Now, I want to get this sorted for you as best I can, so that may involve me personally making changes to your account. To allow me to do this fully, I need your permission to make any changes required and for you to confirm some security details for me. I'll send you a PM (personal Message) that you can reply to, with the usual security questions.
Thanks
Karl.
Hi Steve
I've had a look at the account. and also looped in one of my colleagues here who has a cs background to double check for me.
We have tried a few options to add the correct TV service but this just will not let us. All things we have tried have failed, so the only option is to downgrade the account.
This will involve changing the account to broadband (without fibre) adding in the correct TV service and getting the TV box out to you and when this order is complete, upgrading the account to fibre again.
Unfortunately this is the only way I can see of correcting this. Are you ok for me to go ahead with this ?
Also, don't be worrying about any variations with the billing etc, we can sort all that out, and when the whole situation is put right, I can then look at adding some boost offers etc for the nightmare this has caused. Stick with the Community and we'll look after you 🙂
Regards,
Karl.
Hi Steve
I've made the required changes to the account etc, placed an order for a TV box and all has gone through ok. I've now got to wait for this part to complete before I can change things back again. I've got all your details in my diary and will check the account tomorrow when I'm in the office.
Thanks
Karl.
Hi Karl
Thanks very much, just checked my account and it’s now showing the TV service, wish I’d just come and asked on community in the first place. Your a star mate thanks again and will speak tomorrow to sort out the boosts etc.
Thanks
steve
Hi Karl
Box arrived this afternoon, so impressed at how quickly it was dispatched, will wait for further instructions regarding getting fibre back/boosts/packages etc and line back up to speed.
Thanks
Steve
Hi Steve
You can connect up the box. I've not added any TV Boosts as yet as I was waiting for the orders to complete and these only do so after the equipment is confirmed delivered to us by the courier.
I'm back in work at 8am tomorrow so will be checking everything again to see if all the TV product has been activated in the back end databases.
Thanks
Karl.
Hi Steve
Glad the TV Box arrived promptly. I've reviewed the account and the orders are progressing, but a little bad news. The downgrade order has to progress through Openreach systems and they have set a clear date for the order for 19th. Unfortunately we have no way around this and full Multicast TV Services will not be active until the NGA order shows as completed. You can still use the TV box for on demand stuff, just not for Boost content.
I am sorry for the time it is taking to get this resolved, but I do promise you I'm sticking with it until it's fixed.
Regards,
Karl.
Hi Steve
I've spoken to William in CEO this morning and he has managed to get through to BT controls. They advise the order was stuck on their system and they have escalated this internally to get the order completed. we need them to close the order and this triggers what we call a KCI3 back to us, thats an acknowledgement that will then trigger the order to close on your account and then progress. I'll be monitoring to see if this happens.
I do know how stressful situations like this can be, and I hope you will take hart that I am not going to leave this issue alone until we get a resolution.
As you mention you are ex forces (for which I have the greatest of respect), whilst I've never served myself, I'm from a military family. My father was a marine for 27 years, and one of the most valuable lessons he taught me growing up was, you never give up, you never quit, and I don't plan to start now. I will get this fixed.
Regards
Karl.