TalkTalk upgrade for no extra cost

dreamypuma

nicole1987 said:

Be careful everyone - there is a genuine free upgrade offer for people on fast fibre to future fibre // FTTC to FTTP  (similar to the upgrades for people on ADSL/copper to FTTC).

On the talktalk community boards the staff advise that this offer is genuinely free of price or contract extension costs

But the implementation of the offer has been awful - so lots of people are getting charged more and put on to new 18/24 month contracts. I've called up 3 times trying to get the free offer and only get offered new contracts - lots of people saying the same. A lot of us have different experiences and a few people have reported genuinely getting the free no-cost upgrade - so I think it depends on where you live.

I've reported my concerns to the ICO because I've opted out of marketing but over the course of 5 months I've had multiple emails about this offer which has no opt out.

There are lots of people on the talktalk community boards and on trustpilot who have had these emails but only been offered new contracts, or have ended up on new contracts without realising!

Small world! Their support team still haven't responded to me on the thread I think you commented on.

spuduliker

I did an upgrade with Talk Talk last year internet still crap, endless engineers and phone call, then last week they gave us a different router and hey presto it now fine. They claimed when you upgrade you have to pay for a new router, so claimed they were giving to me for free as a goodwill gesture plus £10 of next bill i disputed this to no avail. Like to know what others had as have gone a whole year with wrong router. We even bought a booster from Currys

NoodleDoodleMan

I've just chanced upon this thread - is it still active ?

TT recently sent me an email advising free upgrade to full fibre at no extra cost during current contract which has about 18 months to run.

Quoted two mobile numbers - one of which would contact me by text to arrange BT engineer visit.

Nothing after nearly 2 weeks - so I called TT again - appears that admin order to BT may not have been actioned - but unclear if that's down to TT or BT.

The bottom line is that if the old copper wiring system is to be discontinued in a couple of years I need to know where I go from here.

iniltous

If your are offered an upgrade to FTTP from TT , then that has absolutely nothing to do with BT, if you think BT and Openreach are interchangeable, they are not , if TT arranged something with OR , OR don’t contact you about it , TT do , so it’s pretty clear that if TT have never got back to you with a date OR will upgrade you , it’s pretty clear where the error has been made , of course TT have an incentive to tell you any old B.S to  deflect the blame from themselves, but ultimately you have no contract with BT or OR , only TT

NoodleDoodleMan

I've always taken Openreach to be a part of BT - is that not the case ?

Here's part of the relevant advice from the TT email. -

This upgrade requires an engineer to install Full Fibre in your
home. Our installation partner, Openreach, will send you an SMS
to your mobile phone number ending 065, with your
installation date.

So, if an Openreach engineer is not going to be scheduled to visit - which outfit will do the technical work ?

matelodave

Openreach, although owned by BT are operated as a separate company.

TT would be buying services from OR to provide your connection but not from BT. In fact if BT were your supplier they would still have to go through a similar process to get OR to do the work

Any installation work will be done by OR appointed technicians at the request of TT not by BT.

You contract is with TT, not OR or BT and so its TT that you have to contact to sort out any problems or queries even though OR may have to contact you to organise a visit

iniltous

As stated OR are part of BT Group ( as are EE and Plusnet ) so you would no more involve BT with any TT and Openreach arrangement, than you would involve EE or Plusnet .
A normal arrangement for an upgrade to FTTP , is the provider ( TT in your case ) uses the common ordering system that all ISP that use Openreach, and offers you a date , if it’s convenient, you accept and TT book the Openreach appointment ( you do need to be home for this ) .
If they have stated that Openreach will text you with a date , that doesn’t seem workable, what if the date offered is no good for you , Openreach have no contract with you and won’t negotiate an alternative with you , only TT can do that .

NoodleDoodleMan

Thanks for the clarification - I haven't had any significant issues with TT in recent years (touch wood), so I'll wait out to see if this develops into a mini drama before starting to ask questions of them.

Watch this space

NoodleDoodleMan

Have now 'phoned TT three times to try and get clarity on when I may expect an Outreach visit - same old guff about an administrative problem placing the order.

That's TT speak for "we don't really know what's going on" - advised to wait until tomorrow for a text message.

I expect the next call will be in plain language, less any diplomatic vocabulary.

NoodleDoodleMan

One question for those in the know.

The main BT installed box on our incoming line is in the hallway - BT later ran an extension under the floor to my small office/study to provide an extension box with router connection and side by side telephone handset sockets.

The hallway 'phone is a cordless Panasonic model with answer machine unit - and there is a cordless handset only on base unit model in the office.

We have a few "slave" units in the house linked to the hallway unit.

Will either/both these have to be replaced when Full Fibre upgrade is completed ? Will the linked "slave" units also need to be replaced ?

From what I've read - cordless 'phones are still OK to use - only corded models need to be replaced ?

Hope this makes sense.

UPDATE - I think I have a handle on this scenario now..........hold all calls Moneypenny.