TalkTalk poor ISP

So I am on FF500 asked if I could upgrade to FF900, I am on CityFibre backbone and they support 1G, got told by TT that I can't get FF900. I Live in a flat 9 in the block, my neighbours have all checked and they have been told they can get FF900, I was first, probably in my street to get FF, 2 neighbours on either side of my flat can get FF900 but not me! When I go on to TT website shows max I can get is Fibre65 [censored]. Am now leaving TT and moving to BrillBand, they give 1 speed £35pm. Really don't know what TT is doing and I don't think they do either! Customer Service is a joke!

In reply to a post by kpf61:

So I am on FF500 asked if I could upgrade to FF900, I am on CityFibre backbone and they support 1G, got told by TT that I can't get FF900. I Live in a flat 9 in the block, my neighbours have all checked and they have been told they can get FF900, I was first, probably in my street to get FF, 2 neighbours on either side of my flat can get FF900 but not me! When I go on to TT website shows max I can get is Fibre65 [censored]. Am now leaving TT and moving to BrillBand, they give 1 speed £35pm. Really don't know what TT is doing and I don't think they do either! Customer Service is a joke!

What response did TT give when you asked why you couldn't get the FF900 service at your address?

Basically we cant do FF900 to your address, despite the fact that they can do to every other flat, I was probably the 1st to get FTTP , and now the website says In can only get Fibre65 what does that say about them!

Did you ask the agent to escalate your call? The front line are only allowed to read what their computer puts in front of them and have no leeway for off-piste intervention.

Sup, Slightly off-topic here but in a round about way may help highlight a common theme TT are not performing as they should be considering TT to be one of the major players in the UK ISP space. They need to step up their game.

I attempted to take up an Black Friday offer with TT for FTTP900 via OR. No confirmation email received after the checkout process, nothing.

I Tried to raise support to check *myself* if order had been processed which was meet with a reply of basically it can take up to 24-48hrs for you to receive a confirmation email. (I was like Okey, sounds a bit strange but whatever!)

48hr period came and went.. Nothing not a peep! So, this was around weekend when I had to figure out a way to chase this order up, It just so happened that by the time I got home 7pm-ish Support was "out of office hours" there was not way to speak to anybody about this matter.. Alarm bells started to ring, It was about this point I figured TT probably have some back office problems.

Due to time constraints and the estimated time I calculated it could take to provision a new line AND to ensure I would not get caught by any contract Loyalty penalty my only alternative available was to resort to the public TT community forum to try and find out:

1) Where is my order Confirmation?
2) Had my order been processed?

All-in-all it was a complete 5hit show. One of the worst experiences I have ever had ordering either a product/service online (no joke, I do a lot of ordering and deal with many companies globally. It was super frustrating)
To cut a long story short.
Finally, I managed to speak to a actual real human not one of those AI-ML Type voice Bots which either have difficulty picking up my accent (You know what im talking about if your a TT customer.) OR does not provide you with an option for the relevant dept. you wish to be connected to (as was not an existing customer)
Anyway,
ONLY TO BE TOLD YOU HAVE NOT HAD YOUR ORDER PROCESSED!!!
What a complete waste of my time a good 1-2 days of messing around only to be told that.
In the end I opted to pay a little more £ pcm. to order a service from a ISP who have support at the end of a phone or at least send you a confirmation SMS/email, during the order process etc.

Just said not available no reason given

yup all the way to the exec office waste of time oh and if you have problem out of hours or the weekend forget it

Thanks. All good info for others caught in the same trap

Edited by GonePostal (Sun 18-Dec-22 09:26:16)

On another note, well kinda same lines, my sister got upgraded from the old FTTC65 to FTTP65 free, seems they are trying to push FTTP, when I look at her online account for her, jez would take a Philadelphia lawyer to sus it out, has a drop down list to pick the "phone number" for the account, one is her landline number, which you don't have with TT FTTP and the other is an number starting with FTTP I spent hours trying to figure her account out to no avail.

whilst i cant comment on your issue , i can inform you and other people to avoid this company at all costs. Their customer service is disgusting and they will happily take you to the cleaners

I have delt with some poor companies in m my time and these are the worst i have encountered

Avoid