topic Re: No connection from day one, not being fixed in Broadband

No connection from day one, not being fixed

Nottsuser — Sun, 28 May 2023 13:08:21 GMT

My line was installed 17 May 2023. Connection is not working, has not worked for one second. Meanwhile I’m being charged for a service that I’m not getting.

Connection tests from day one confirm there is a fault with the line. I've been running the test again and again. Last Fault reference no. is REP-12950177

“we’re working on your fault” is the standard message on screen – nothing is being done about it.

Wasted 2 h on the chat with an operator who had no clue and no advice to give; claimed there was no fault on the line; in the end just recommended to call up eero support!

This is a farce. I am paying for a service and I’m getting nothing in return.

FIX THIS. Send an engineer if need be.

Re: No connection from day one, not being fixed

Gliwmaeden2 — Sun, 28 May 2023 18:04:59 GMT

@Nottsuser, helpful if you can tell us whether this was a Fibre to the Cabinet set up, or Full Fibre to the premises.

Also: essential to complete your community forum profile details for TT staff to identify your account. Please add your Talktalk landline number or account number in Personal Information in the Profile area. Go via your avatar/name; settings. SAVE CHANGES.

Staff is reply during the day Monday to Friday.

Re: No connection from day one, not being fixed

Debbie-TalkTalk — Mon, 29 May 2023 08:34:00 GMT

Hi Nottsuser

I'm really sorry to hear this.

Please can you add your name, TalkTalk landline number and order number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

Re: No connection from day one, not being fixed

Nottsuser — Wed, 31 May 2023 13:38:35 GMT

Hi, I've added acct. no. etc to my profile. Mine is a Full Fibre acct.

Please help

Re: No connection from day one, not being fixed

Karl-TalkTalk — Wed, 31 May 2023 13:49:12 GMT

Can you tell me what light are 'on' , on the ONT ?

Thanks

Karl.

Re: No connection from day one, not being fixed

Nottsuser — Thu, 08 Jun 2023 10:45:16 GMT

here are the lights on the modem

Re: No connection from day one, not being fixed

Anonymous — Thu, 08 Jun 2023 10:55:55 GMT

Morning,

Thanks for confirming. If you connect directly at the ONT (wired) with no router connected is there still no connection?

Thanks

Re: No connection from day one, not being fixed

Nottsuser — Thu, 08 Jun 2023 11:05:00 GMT

Yes, still no connection.

the problem lies with either the modem or the line. Here’s why:

i've tested the eero router with my virginmedia modem/router – it’s working fine
I’ve plugged in a different non-eero router into the modem – no connection, just like with eero

ergo, the fault is with the modem or the line.

Send an engineer to fix this. I’ve been paying for this service and it’s not delivering. I’ve been reporting this fault over and over, and still waiting for a fix.

Re: No connection from day one, not being fixed

Nottsuser — Thu, 08 Jun 2023 11:06:55 GMT

here's the error message

Re: No connection from day one, not being fixed

Anonymous — Thu, 08 Jun 2023 11:16:03 GMT

Hello,

Thanks again for confirming. I've escalated this straight over to our Faults Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Re: No connection from day one, not being fixed

Anonymous — Fri, 09 Jun 2023 08:04:47 GMT

Morning,

Can I just confirm, have you been contacted?

Thanks

Re: No connection from day one, not being fixed

Nottsuser — Fri, 09 Jun 2023 15:09:15 GMT

thanks for asking - alas, I have not. Neither by phone or by email.

Re: No connection from day one, not being fixed

Anonymous — Mon, 12 Jun 2023 05:39:33 GMT

Morning,

I'm sorry to hear this and I will chase for an update now.

Thanks

Re: No connection from day one, not being fixed

Nottsuser — Mon, 12 Jun 2023 16:52:33 GMT

please give me an update

Re: No connection from day one, not being fixed

Anonymous — Tue, 13 Jun 2023 06:03:36 GMT

Morning,

I'm sorry for the delay. I'm hoping to know more shortly.

Thanks

Re: No connection from day one, not being fixed

Anonymous — Tue, 13 Jun 2023 08:19:58 GMT

Morning,

The team have advised that they are trying to make contact. Have you received any voicemails?

Thanks

Re: No connection from day one, not being fixed

Nottsuser — Wed, 14 Jun 2023 12:17:23 GMT

no, none.

Re: No connection from day one, not being fixed

Anonymous — Wed, 14 Jun 2023 12:24:08 GMT

Hello,

When would be the best time for the team to make contact and I will pass this over to them?

Thanks

Re: No connection from day one, not being fixed

Nottsuser — Fri, 16 Jun 2023 07:29:26 GMT

what is the hang-up? Why is this dragging on and on?

did you actually get in touch with anyone?

I want this line fixed. It has been 4 weeks now, and still nothing is being done to provide the service i am paying for. Enough of this foot-dragging lazy incompetence

Re: No connection from day one, not being fixed

Gliwmaeden2 — Fri, 16 Jun 2023 07:38:03 GMT

@Nottsuser, you need to reply to Michelle-TalkTalk's question.

What is your best availability for receiving calls? They will be trying to reach you to resolve this but do need a time frame too.

Information about compensation etc:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583