About 6 weeks ago we signed up for talktalk on an 18 month phone/broadband deal, with just regular braodband. We live in a small village so fibre hasn't been an option, despite it being on the to do list for what seems like many many years.
While the order was processing we got emails at pretty much every stage of the order, details of the router delivery, when the broadband would go live, confirmation of order, etc etc. So far, great customer service.
About 2 weeks ago I received a phone call saying that fibre was now available in our area, and we could sign up on a special deal. I turned the deal down at the time so I could confirm that the company who rang was actually the real company. It sounded a bit like a scam at the time.
As it turns out, our cabinet had finally gone from "Exchange Enabled" to "Accepting Orders" on the BT where and when site.
Pleasantly surprised I ring talktalk and ask if I can upgrade from regular broadband to the large fibre package. I spoke to a nice chap who sorted it all out and gave me a go-live date [14th October].
The order appeared in the "my account" page, which gave the same go-live date for the Fibre, along with another go-live date for the Youview TV [20th October]. It also showed the super router (HG635) would be delivered approximately 4 days before my go-live date.
So far, so good.
On 12th October (Monday), I was getting concerned at the lack of router, and still no tracking details on my account, so I spoke to someone on the Live Chat service. After a bit of searching they found that no router had been ordered, so the person on the line said one would be sent out in time for my go-live date, at that point 2 days away. Not great, but at least its solved.
On 13th October (Tuesday), I still have no tracking details on my account, and still no emails at all from talktalk regarding the order. It just didn't feel right as with the original order I must have had 8 emails relating to various stages of the order process, and with the current order, no emails at all. I get in contact via live chat again and ask about the progress of my router, they look into it for me and tell me that no router is due to be delivered as I already had one with my original broadband order. I point out that I was told I would be getting a super router (HG635), and that the original router was a standard HG633. One of the reasons for upgrading was so that I could have gigabit ethernet round the house, which the HG633 isn't equipped with.
They then agreed to send me an HG635, but it wouldn't be sent until the go-live date. I know that the HG633 can handle the broadband, just not the ethernet, so that's no big deal. I also asked if the whole order was processing ok as I hadn't had emails, and was told everything was progressing ok and that my order would go live on the 14th (tomorrow at this point). I asked if there was anything I need to do like unplug the router, or update login details on the current router, or anything else. I was told that it all happens at their end and I don't need to do anything. I'm fairly tech savvy, but Fibre Broadband, or at least FTTC is new to me so I just wanted to cover all bases.
Happy that it was all ok I wait for go-live day.
On 14th October (Wednesday *Go-Live Day*) I came back from work around 2.30 and quickly ran a speed test. I get around 5mbps as the reading, which is expected for standard broadband, but not the expected ~78mbps I should be getting on the large fibre package (I am around 120 metres from the cabinet). A bit miffed at this point as on the standard broadband it was enabled at 9 am, but I guess its luck of the draw on the engineers times and patiently wait for the broadband to cut out for ~20 minutes signalling the upgrade was in progress at the cabinet.
I keep an eye for the rest of the day, and in the mean time I cannot access the dashboard on my account as it's down for scheduled maintainence.
At 6 minutes past midnight I try to access my account again and the timer now says the maintainence should end around 4am. I give up and go to bed.
On 15th October (Thursday) I came home from work to find that the maintainence is now due to end in 24 hours, and a message saying that they are unable to offer assistance by telephone. I find the live chat button and tell them my internet has not been upgraded as scheduled, and am then informed that they cannot offer assistance on live chat either and I should contact them in 24 hours.
And that's the whole story so far. I understand that issues happen, and I'm sure talktalk don't really want their services down for 24 hours. I've worked in server rooms before where a server going down for more than 30 seconds was grounds for every manager to panic like the world was about to end, so I know that 24 hours downtime is a pretty serious issue.
But that aside I still have no emails regarding my current order, I still have no FTTC broadband, I still have no super router, and I still can't access my account.
If anyone can assist, please do.