I have now had an on-line chat which was most unsatisfactory. The issue that I am being told that I have already chosen a free upgrade (which I haven't) was not addressed and did not appear to have been understood. Part of the transcripy of our conversationis shown below. I hope this gets sorted. It would be ironic if I left TalkTalk because of frustrations over a "good-will" gesture.
Info at 8:35, Dec 9:
You are now through to maangelica. How can I help you?
Me at 8:35, Dec 9:
"I went on to my account this morning to choose my free upgrade. I had waited for 9th December to do this on-line, as advised. When redirected to the web-page I received the message "You've already chosen your free upgrade" and was informed that it was " Anytime Calls Boost - 12 months for no extra cost." I have not chosen my upgrade. I do not want Anytime Calls Boost as I am already on a TalkTalk Plus contract and don't make many phone calls. I was actually going to choose the Movies boost free upgrade.
maangelica at 8:42, Dec 9:
Upon checking in our records, there's no Anytime Boost was added in your account. You've called us yesterday to add the Sky Sports Boost. It was activated today.
David Coleman at 8:45, Dec 9:
That is correct but when I go on the free upgrade page to choose an upgrade it tells me that I have already chosen and that it is the Anytime Boost. I have not chosen. I wish to choose the free movies boost
maangelica at 8:47, Dec 9:
Unfortunately, we're unable to add the offer again since the Sky Sports Boost has been added in your account.
David Coleman at 8:50, Dec 9:
You are not addressing the problem which I have raised. I want to register for the free movies upgrade. I am happy that I have the Sky Sports boost. That is not an issue. Can you register the free movies upgrade for me since the website will not allow me to?
maangelica at 8:53, Dec 9:
We can only allow one free upgrade in one account. If you want I can add a Movies Boost however, this will be chargable.
Me at 8:55, Dec 9:
I only want one free upgrade. I haven't got any yet. The Sky Sports Boost is not a free upgrade. I have not asked for Anytime boost as a free upgrade. I want the movies boost as a free upgrade.
maangelica at 8:56, Dec 9:
The Movies Boost that you'd like to add is the PictureBox Boost. Am I correct?
David Coleman at 8:59, Dec 9:
No.I want Sky movies boost free for three months free upgrade. I think that's what it is but I cannot be sure because the web page does not list the offers because it tells me that I already have the anytime boost as a free upgrade, even though I don't.
maangelica
Oh, I'm sorry but the Sky Movies Boost is not part of the free offers.
Well this last bit may be true but I don't know because I am unable to see what the offers are because I am being told that I have already made my choice. This is the issue that needs to be addressed - why couldn't the on-line chat agent understand this?
Just to make it clear: I WANT TO CHOOSE A FREE UPGRADE. I AM UNABLE TO DO THAT BECAUSE I AM BEING TOLD THAT I HAVE ALREADY CHOSEN THE ANYTIME BOOST. I HAVE NOT. I WANT THE OPTIONS TO BE OFFERED TO ME SO THAT I CAN MAKE A CHOICE.