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

i feel lucky we didnt pick them, was close to
using cuckoo so still on talktalk but dont have to talk with them
i think part of the problem is the tools these company use to check whats available?
i dont know exactly how it works but if i check BT my address fastest i can get is 67mb
but cuckoo gave us 900 np

many other company same they say not available or much slower speed

By "check BT" did you mean BT retail or BT wholesale?

Try using https://www.broadbandchecker.btwholesale.com/ and selecting the "Address Checker", then enter your postcode and select your house.

Does it show two variations of the same address for your house? If so, this could be a database error that needs resolving. Those providers who showed only 67Mbps may be showing the address which is linked to your copper line, and the FTTP is linked to a slightly different address.

In reply to a post by Freemental:

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

A strange comment after posting so much praise in your other thread (quote below) when it turned out it wasn't TT who were to blame -

BTW i have been with TT 15 years and have hardly had a problem in all that time obviously like all ISP's they have their share of problems but they really are not as bad as some haters would have you believe as the old saying goes people rarely visit a forum to sing an ISP's praises when everything is going well but always do when it isn't!

TalkTalk Customer service contacted me today and they have refunded my account for the unused service along confirming my account with them will be ended on the 3rd of January. The representative was really good btw and was pleasant to talk too

https://forums.thinkbroadband.com/talktalk/f/4727839...

Edited by Jack_Hackett (Tue 27-Dec-22 15:16:00)

Hi Jack

Not strange at all when i spent over 2 full hours over 3 attempts to get some sort of resolution. I was cut off after 30 mins for the first 2 attempts with no information of any kind provided by their service desk.

"when it turned out it wasn't TT who were to blame " :-

All of the actual information i have collected is from this forum. If it wasn't for Matt i wouldn't even have a clue as to where to begin or what had happened, other than to take it to Ofcom. I came to this forum out of desperation, which is not what a customer should have to do. An utterly frustrating experience, which could have been avoided by informing me exactly what had happened.

All of the actual information i have collected is from this forum. If it wasn't for Matt i wouldn't even have a clue as to where to begin or what had happened, other than to take it to Ofcom. I came to this forum out of desperation, which is not what a customer should have to do. An utterly frustrating experience, which could have been avoided by informing me exactly what had happened.

As Uno explained in the thread (below) Talk talk wouldn't have known this had happened so how could they have informed you exactly what had happened when they didn't know themselves?
You are slating TT when you should be slating Vodafone -

I suspect this is the problem and is commonly something we see with Vodafone too.

They place new line orders instead of migrations and if they've done that, Talk Talk wouldn't ever know about it.

If Vodafone only provide you a broadband service with no voice, or gave you a new number, that would seem to confirm the above happened.

In that case, you'd need to seek compensation from Vodafone as they are the party at fault.

Matt

Edited by Jack_Hackett (Tue 27-Dec-22 18:24:04)