topic Broadband not gone live on date promised. in Broadband

Broadband not gone live on date promised.

Nigel28 — Thu, 07 Dec 2023 23:23:53 GMT

Hello

I moved home recently and as I was already a TalkTalk customer I transferred the broadband to my new place. The go live date was yesterday. However, it is still not live. I have had an email to confirm it has gone live. I work from home and am also disabled and I really need the internet up and running.

Struggling to get through to TalkTalk any other way

Re: Broadband not gone live on date promised.

Gliwmaeden2 — Thu, 07 Dec 2023 23:39:42 GMT

@Nigel28, make sure that you have completed your community forum profile details for TT staff to identify your account.

Go via your avatar/name; settings. From the drop down menu choose Personal Information.

SAVE CHANGES.

Staff will reply during the day, Monday to Friday.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 07:01:26 GMT

Hi Nigel28

I'm really sorry to hear this.

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

Thanks

Debbie

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 10:14:21 GMT

I have hopefully added those details.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 10:19:35 GMT

Hi Nigel28

Thanks for updating your Community Profile.

I've completed a line test and this is showing a loop fault. This fault can often be caused by internal wiring or equipment connected to the line.

Is your router currently connected at the test socket?

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 10:38:49 GMT

Yeah it is connected to the test socket. An engineer was due to come yesterday, but I then received an email saying an engineer wasn't needed. My broadband is still not live and this is now impacting my work unfortunately

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 10:41:42 GMT

Hi Nigel28

Could you remove the router from the line/test socket for 15 minutes so I can run one more line test?

Do you have a dial tone?

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 10:45:55 GMT

I have removed the router from the test socket

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 10:50:07 GMT

Hi Nigel

Thank you. The line test is now clear.

Do you have a phone? Is there a dial tone?

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 10:51:50 GMT

I don't have a phone.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 10:59:43 GMT

Hi Nigel

Do you have another router that you can test with?

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 11:04:54 GMT

I don't have another router. This router was working fine in my old house last week.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 11:06:22 GMT

Hi Nigel

Ok, if you connect the router and filter back to the test socket which lights show on the router?

The next step will be an Openreach engineer visit to the property.

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 11:14:15 GMT

The light is steadily flashing orange.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 11:18:59 GMT

Hi Nigel

Please can you provide your availability AM and PM for an engineer visit and I will book the first available visit.

Can you also confirm potential engineer charges, Engineer charges

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 11:24:26 GMT

I am available anytime AM or PM as I work from home. I am happy to pay any engineer charges.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 11:34:49 GMT

Hi Nigel

Thanks for your reply.

Engineers charges should only be applied if the fault is found to be with your own equipment or internal wiring.

I've booked the first available Openreach engineer appointment in your area for Tuesday 12/12 AM (8am - 1pm)

Please let us know how you get on following this visit.

Debbie

Re: Broadband not gone live on date promised.

Nigel28 — Fri, 08 Dec 2023 11:37:54 GMT

Thankyou for all your help Debbie, much appreciated. I will update you once the engineer has visited.

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Fri, 08 Dec 2023 11:42:49 GMT

Hi Nigel

Thank you 🙂

Re: Broadband not gone live on date promised.

Debbie-TalkTalk — Tue, 12 Dec 2023 12:45:55 GMT

Hi Nigel

I can see that Openreach have now closed the fault as resolved.

Is everything working ok now?

Thanks