topic Re: Not activated on activation day in Broadband

Not activated on activation day

stanwixmarra — Wed, 04 Oct 2023 19:57:55 GMT

Hello,

Today was supposed to be activation Day. It's now nearly 9pm and still not activated.

An engineer was supposed to come this morning to install the broadband (I paid a fee for this) but I received a text message yesterday saying this wasn't necessary.

I have plugged the router in, but nothing. I have had a series of live chats with various agents who all say it will happen but still nothing. I can't contact anyone now either by live chat or phone as it's closed for the evening. Also, no communication by text or email from talk talk at all today.

I am rather disappointed by this and hope someone will sort it out urgently.

Re: Not activated on activation day

ferguson — Wed, 04 Oct 2023 20:13:13 GMT

It might still happen up to midnight. If you would like the support team to look into this for you make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: Not activated on activation day

stanwixmarra — Wed, 04 Oct 2023 20:31:00 GMT

Thank you, Ferguson. Hopefully they will get in touch and resolve the issue. Thank you for responding.

Re: Not activated on activation day

Anonymous — Fri, 06 Oct 2023 07:56:07 GMT

Morning,

I'm sorry for the delay. Can I just confirm, have you now been able to connect since your last post?

Thanks

Michelle

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 09:23:14 GMT

Hello Michelle,

We're still not connected. I've live chatted with many people and also emailed but still not connected. I need an active phone line as we have patients who need to contact me. I asked on the text service for a call divert to be applied from our landline to a mobile number, but they said that couldn't be done yet.

I'm very stressed by this - I hope you can help

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 09:36:47 GMT

HI stanwixmarra

Apologies for this.

The line tests are not detecting any faults and the line shows in sync and connected.

Are there any lights on the front of the router? Do you use your phone and do you have a dial tone?

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 10:55:20 GMT

Hello Michelle,

The router is flashing orange and there is no dial tone.

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 11:08:42 GMT

Hi stanwixmarra

Thanks for confirming this.

I've looked into this further and there is an open outage in your area/exchange, related to a flood.

Openreach have advised that the estimated completion date for resolution is 11/10.

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 11:12:43 GMT

Would you be able to set-up a call divert for me please?

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 11:17:09 GMT

HI stanwixmarra

It appears there is one set up, have you tried ringing your line to see if the call diverts?

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 11:32:01 GMT

Hello Michelle,

I've just tried it now and it hasn't worked.

Please could you make sure that the calls divert to REMOVED

Thank you

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 11:31:27 GMT

HI stanwixmarra

Ok. I will need to confirm some details with you so I can arrange this.

I'm just sending you a Private Message.

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 11:41:42 GMT

Thank you Debbie - I've just responded to that message

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 11:45:04 GMT

Hi stanwixmarra

Thanks for confirming your details.

Would you like me to try and divert calls to the mobile number in your Community Profile?

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 11:47:01 GMT

Please could I give you another mobile number that my wife uses?

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 11:47:59 GMT

Hi stanwixmarra

Of course, please can you send me a Private Message with the number.

Thanks

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 11:51:57 GMT

Just sent you a message Debbie

Re: Not activated on activation day

stanwixmarra — Fri, 06 Oct 2023 12:08:39 GMT

Hi Debbie,

Has the call divert been done?

Thanks

Stuart

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 12:16:35 GMT

Hi Stuart

I'm just looking at this and I will post back shortly.

Thanks

Re: Not activated on activation day

Debbie-TalkTalk — Fri, 06 Oct 2023 12:33:20 GMT

Hi Stuart

Please can you try calling your line now to see if the call diverts?