topic Re: No Connection - 2 months after go live date in Broadband

No Connection - 2 months after go live date

JoeNora — Mon, 21 Nov 2022 18:05:04 GMT

I'm reaching the end of my patience and i'd love to find out what i can do. I've spoken with customer service numerous times, some helpful some not, but this is beyond absurd. We were moving in mid September, we called in August to sort out a new broadband connection at our new place. We set up a contract and got a go live date for late september. A few days later a fault was identified at the new property. We were notified, but told it would not impact our go live date. It is now nearing the end of November, and we were recently told by talk talk customer service that the fault continues not to have been resolved and that it's down to open reach not having a specialist to fix it. If that is the case, why have I had multiple appointments with open reach engineers (that they don't attend)? and why have we not been offered even the slightest hint of an alternative? I like talk talk, but I really need the internet connected. Can someone please help?

Re: No Connection - 2 months after go live date

Skynet_TX — Mon, 21 Nov 2022 18:56:26 GMT

Hi @JoeNora,

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include :

Your name
Landline telephone number that your TalkTalk service is to be provided on (this is shown in ‘My Account’) OR your account number if you have Full Fibre with no landline
An alternative contact number

This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Tue, 22 Nov 2022 07:05:14 GMT

Hi Joe,

Welcome to the Community, Could you add your account number or order number to the private notes section of your community profile and we'll be happy to look into it for you

Chris

Re: No Connection - 2 months after go live date

JoeNora — Wed, 23 Nov 2022 14:17:29 GMT

Hi Chris!

I've added some notes to the private notes section as we've yet to be given an account number since nothing has ever been connected.

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Wed, 23 Nov 2022 14:44:08 GMT

I'm sorry, I can't find to order with the details that you've give. Did you previously have service with TalkTalk or have you migrated from another provider?

Chris

Re: No Connection - 2 months after go live date

JoeNora — Wed, 23 Nov 2022 14:46:42 GMT

Hi Chris, we had broadband with TalkTalk, and then when we moved we were told only fiber was available at our new address and we'd have to change plans. I can provide the old account details, but whenever we contact the live chat or full fiber customer service number they always have to look us up the long way around. Please let me know if there is any other information i can provide to assist.

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Wed, 23 Nov 2022 15:11:27 GMT

Could you add the old account number and I'll give that a try

Thanks
Chris

Re: No Connection - 2 months after go live date

JoeNora — Wed, 23 Nov 2022 15:26:33 GMT

Sure, all updated 🙂 Thank you

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Wed, 23 Nov 2022 15:48:12 GMT

That's great, I've found it now. The order requires ducting and cabling task which is due to complete on the 25th by a chief engineer. I'm sorry this is taking so long but hopefully you won't have much longer to wait

Chris

Re: No Connection - 2 months after go live date

JoeNora — Mon, 28 Nov 2022 15:15:09 GMT

Hi Chris -

As we've not had any update from Openreach or TalkTalk about any work being completed or a new appointment being scheduled, i don't suppose you'd be able to let me know if a. the work was completed or if Openreach have scheduled an appointment for us and just neglected to get in touch?

Thanks

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Tue, 29 Nov 2022 10:49:22 GMT

Hi JoeNora,

There was an update earlier this morning, it looks as though the work has been put back again but I'm trying to get clarification. I'll let you know when I have any more information, apologies again for any inconvenience

Chris

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Fri, 02 Dec 2022 09:11:07 GMT

Hi JoeNora,

Did you hear anything from Openreach yesterday?

Chris

Re: No Connection - 2 months after go live date

JoeNora — Mon, 05 Dec 2022 10:00:33 GMT

Hi Chris,

No we've not had any communication from them at all. Thank you for looking into this though!

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Mon, 05 Dec 2022 12:51:44 GMT

No problem. I'll chase this up with our provisioning team and get back to you

Chris

Re: No Connection - 2 months after go live date

Chris-TalkTalk — Mon, 05 Dec 2022 14:44:40 GMT

Hi JoeNora,

I've received an update from our provisioning team and it's not good news I'm afraid. Openreach have cancelled the order as the engineer can't complete the task because there's no FTTP network situated for you to be fed, the engineer confirmed that external work can't be completed due to no network present on site. I'm sorry about this I know it must be really disappointing and frustrating

Chris