I Upgraded my service , But TalkTalk Downgraded my service. Why?

[Billx]

I Upgraded my service with a 2-year fixed-price+ contract, But TalkTalk Downgraded my service. Why?

There was no change in the main broadband package, just a little upgrade in the attached VOIP service.

The main condition in the pre-renewal contract was:

'You can look forward to an estimated download speed between 70.0 Mbps and 78.0 Mbps with a minimum guaranteed download speed of 55.0 Mbps and upload speed of 20.0 Mbps'.

The main condition in the renewed contract is:

You can look forward to an estimated download speed between 36.00 Mbps and 37.00 Mbps with a minimum guaranteed download speed of 35.00 Mbps and upload speed of 7.00 Mbps

Within MyAccount, it reports a minimum guaranteed download speed of only 4 Mbps. Why?

I started the change, a couple of days before 7/4/2024, and the change happened on the 7/4/2024

I have still not received an email, reporting the new arrangement, but does show in MyAccount.

I have spoken to the BOT. And I was told via the BOT that they are raising a complaint.

I am not sure what 'raising a complaint' is. But that is the current position.

Bill

[Billx]

No, no deadlock letter. But sometimes the case managers might add interesting notes.

Thanks

Bill

[Arne-TalkTalk]

Have you received a deadlock letter? 

[Billx]

Yes it is still with the complaints team. Thanks @Gliwmaeden2 

Bill

[Gliwmaeden2]

If this is with the Complaints team, @Billx, staff hands are somewhat tied, but I'll re-escalate this for you in case they can make headway.....

[Billx]

Nothing has been resolved yet.

Any indications in the notes?

Bill

[Billx]

Thanks, @Arne-TalkTalk 

Bill

[Arne-TalkTalk]

Next callback is booked 21st 

[Billx]

Nothing was resolved in that call. There was very  little substance.

Any more call backs or other indications?

Bill

[Arne-TalkTalk]

Notes show you where called at 12:23

[Billx]

@Arne-TalkTalk 

It's 12 o'clock. No call back.

It doesn't look like that those records in the 'notes' are worth very much.

Bill

[Billx]

@Arne-TalkTalk 

Are these call back bookings kept to themselves. IE the Case Managers?

Because I haven't received a short message, and never in the past, that there might be a call back.

By the way, its past 11 o'clock. No call back.

Bill

[Arne-TalkTalk]

Hi Billx 

Notes show a callback is booked for today 14th after 10am.

[Billx]

Well, I've been able to establish some sort of communication with the Case Managers. I don't know if it's the same thing as Head Office, even though they both use the same address, Salford, in the north. There's an email link currently. But mostly, it's one-way traffic from myself to them. I've had the odd email from the Case Manager.

On 24/05/2024, the Case Manager sent me a text on my wife's mobile phone. I don't remember what the text was exactly for, maybe to set up a 'call back' appointment. Anyway, I ignored that text, as they had been told not to use my wife's mobile phone, for this purpose. I promptly removed it from 'MyAccount'. Soon after the text, on the same day, the Case Manager sent a non-reply-able email, saying that they are thinking of closing down my complaint case and winding up the case within 28 days, as they are not able to get in touch with me. Well they were and they are able, they have a direct line to me via my TalkTalk telephone number, displayed in good-sized letters, at the top of the first page and most other pages of 'MyAccount'. Just saying, even though they are Case Managers, they are still not responsive, saying some platitudes, and not answering the question which needs to answered. What's to be done?

Is it possible to check on your side,  @Arne-TalkTalk, what's the latest in my notes? And what is their intention?

Bill

[Billx]

No call back on 01.05.24.

But now it's 01.06.24,

No call back yet.

Bill

[Billx]

There's still zero change since the Original Post to correct the reported incorrect details of my upgraded broadband contract, which incorrect details are displayed within 'MyAccount. This has, off course, gone to 'Complaints'.

So, after 7 weeks, since 10-04-2024, nothing has been achieved, both here in the community, and via livechat and phone '0345 172 0088'

This is after dozens of phone calls or livechats

The conclusion? TalkTalk is completely unresponsive.

Bill

[Billx]

Hooray, I have today, a new appointment on 13/05/2024 12:00-14:00. That's 8 days delayed from the previous appointment on 05/05/2024. No explanation was given for this. And again this message got to me via text message via my wife's mobile phone. I have already asked these people to contact me via email or phone, ordinary phone. In addition they have failed to give me their email or their phone number. What is to be done? Are they sick or too busy, or what?

The speeds contracted remain wrongly reported on 'MyAccount',  and doing a speed test reports a wrong minimum guaranteed speed of only 4 Mbps.

I would now ask any of the staff here in the community to please pass this message and my previous messages to these people. As far as I know they are called a 'Complaints Manager'

Just prepared this for tomorrow, as I know no one is there now.

Bill

[Billx]

No, @Gliwmaeden2 , I don't think my message was directed to any staff. And I don't expect any staff to deal with any of this today.

It's just odd that one of TalkTalk's staff made an appointment with me today, Sunday, and then doesn't turn up, today

Bill

[Gliwmaeden2]

Sorry, @Billx, but as staff are not on here at weekends, plus there's a Bank Holiday, you won't get a reply from them before Tuesday. 

[Billx]

5/5/24 has come and 14:00-16:00 has come and gone. Still no response from the Complaints people. Even though again I received another reminder of the appointment on my wife's mobile phone, early this morning.

I don't know ... what's happening.

Bill

[Billx]

To all and sundry,

Oh, a text came to my wife's mobile phone at 1:40PM, saying that the call back has been moved to 5/5/24 at 14:00-16:00.

I don't use a mobile, and my wife was out. I have previously told the Complaints people to phone me on my TalkTalk line.

So yes, isn't it fantastic that my phone appointment has been moved 4 days into the future?

Mind you, the text didn't say who it was from. Just from TalkTalk.

Bill