Full fibre voip

[silverbird63]

Hi Chris

We are still awaiting our upgrade installation date, which was originally organised for August, due to failure on TTs part it was mismanaged and it did not happen and is now at the complaints dept. We have heard nothing. Also not received £80 ecgift  which was part of our new contract deal set a few months ago. Promises from TT are not valid.  Can someone please help.

Thanks

[Chris-TalkTalk]

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

Chris

[silverbird63]

Hi Chris

We had a text message for call on 02 October between 14. 00 16.00.

Unfortunately we have an appointment so have called TT as advised and requested a day later 03.10 same time, so let's hope we can sort this out then.

Thanks Again

[Chris-TalkTalk]

No problem 🙂

Chris

[silverbird63]

Thank you  for you patience and help.

We will await yr response.

[Chris-TalkTalk]

OK I'll let you know when I have any more information 

Chris

[silverbird63]

Hi thanks

That seems the best moving forward as we need to clarify all the communications from TT. 

Will await the details of the call and time.

Thank you

[Chris-TalkTalk]

Morning Silverbird, I think it's probably best to get someone to contact you to discuss the option as I'm not sure what is available, would this be OK?

Chris

[silverbird63]

Good morning Chris

It was a tough day yesterday, thanks for your continued support. 

So on 12th September TT sent us a confirmation letter regarding the free full fibre upgrade no change to contract we have, and to wait for text message regarding installation date. So what are we to believe? You can understand our confusion. 

Thanks Chris

[Chris-TalkTalk]

Hi silverbird63,

I think the issue is that it probably isn't possible to give you exactly the same offer as the option isn't there to give any more. I've been told that we can upgrade you to Full Fibre and give a credit that will mean that you are paying the same so your experience will be the same. I'm afraid this is probably the only option available.

Chris

[silverbird63]

Thanks Chris

Re the offer just a better explanation , we replied no cause we don't understand although why send email out offering us free upgrade with same contract? Sorry got to go but please don't forget to message us tomoz .

Thank you for your understanding.

[Chris-TalkTalk]

I understand, I'll pass your comments on and pick this up again tomorrow

Chris

[silverbird63]

Hi Chris

Today is my a family members funeral so I cannot keep in contact today. All we want is the full fibre upgrade that was offered by TT without any change to our contract we have emails verifying. So no we don't accept the CEOs offer. Thanks will pick this up tomorrow hoping things have been sorted.

Thanks again

[Chris-TalkTalk]

To get the full fibre package you'll need to place a new order but if the original price offered is no longer available (which I don't think it is) I've been told that we can credit back the difference so you would effectively be getting it for the same price - I just need to know if this is OK with you

Chris

[silverbird63]

Originally when all this started we were ringing regarding understanding our first bill with the renewal contract 😞 £18 month for 18 months and £80 e voucher) The young lad a bright spark, said we could have a free upgrade to Full Fibre65 with voip without any changes to our contract he made the order, and that's when things went wrong, and we contacted the forum . So we still haven't got our full fibre fitted or our voucher. Hope that's clearer

Thanks

[Chris-TalkTalk]

Hi silverbird63,

I've been told that if the package price that you were offered initially is no longer available then we can place a new order and credit back the difference. If this is acceptable then please let me know.

Thanks

Chris

[Chris-TalkTalk]

OK thanks. I'll let you know when I have any more information 

Chris

[silverbird63]

Thank you if TT need more clarity just ask. We have all the emails and TT will all the conversations. Plus the forum chats .

Thanks Chris

[Chris-TalkTalk]

OK thanks. I'll see if I can raise this to our CEO's office, I'll let you know when I have any more information

Thanks

Chris

[silverbird63]

We received an invitation from TT for free upgrade with no change to contract. We accepted because nothing else was happening and we were told by loyalty to accept which we did. And we were then sent email just saying to wait for a text message, that was a few weeks ago, we have been given the run around . You actually forwarded a complaint for us at the beginning.

Thanks

[Chris-TalkTalk]

OK, and when you contacted loyalty did they say that you could no longer have the free upgrade?

Chris