topic Re: Line fault, saying fixed, but isn't. in Broadband

Line fault, saying fixed, but isn't.

PBH71 — Mon, 01 Jan 2024 11:51:59 GMT

Cant get a live chat or anyone on the phone. 5th day now!

Re: Line fault, saying fixed, but isn't.

KeithFrench — Mon, 01 Jan 2024 13:19:04 GMT

No one from TalkTalk is available on this forum until tomorrow. However, I will mark it for their attention.

Re: Line fault, saying fixed, but isn't.

PBH71 — Mon, 01 Jan 2024 13:46:14 GMT

Thanks Keith. There was a talk talk agent online earlier, who I messaged, but no reply. So much for the advertised 24/7 365 days a year help/support!

Re: Line fault, saying fixed, but isn't.

KeithFrench — Mon, 01 Jan 2024 14:58:33 GMT

Alas, there is nothing I can do about that!

To save yourself time, before the TalkTalk staff on here are back tomorrow, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Re: Line fault, saying fixed, but isn't.

PBH71 — Mon, 01 Jan 2024 21:22:13 GMT

Thanks again Keith, much appreciated

Re: Line fault, saying fixed, but isn't.

Debbie-TalkTalk — Tue, 02 Jan 2024 10:06:52 GMT

Hi PBH71

I'm really sorry to hear this.

Can I just check, did you recently place an order for FTTP?

Re: Line fault, saying fixed, but isn't.

PBH71 — Tue, 02 Jan 2024 10:46:22 GMT

Hi Debbie, I haven't requested anything or placed an order for anything. I was due to be moved to full fibre, but cancelled that, as didn't want it at this point in time.

Re: Line fault, saying fixed, but isn't.

Debbie-TalkTalk — Tue, 02 Jan 2024 11:04:20 GMT

Hi PBH71

I'm just looking into this further and I will post back as soon as I have further information.

Thanks

Debbie

Re: Line fault, saying fixed, but isn't.

Debbie-TalkTalk — Tue, 02 Jan 2024 14:15:56 GMT

Hi PBH71

Our order management team have asked if you can contact our Loyalty Team as this appears to be related to the full fibre which you cancelled as mentioned above.

Our Loyalty Team will be able to take a look at this for you.

Thanks

Re: Line fault, saying fixed, but isn't.

PBH71 — Tue, 02 Jan 2024 14:22:21 GMT

Thanks for the update Debbie. Can you give a direct contact number or email address for them please. Or ask them to email me please, as I'm working and difficult to contact Talk Talk through the options online

Regards

Re: Line fault, saying fixed, but isn't.

Debbie-TalkTalk — Tue, 02 Jan 2024 14:28:12 GMT

Hi PBH71

Please can you use the Live chat button on the help page below (Chat now button)

How to contact TalkTalk Broadband - TalkTalk Help & Support

Re: Line fault, saying fixed, but isn't.

PBH71 — Thu, 04 Jan 2024 22:01:52 GMT

Hi Debbie and sorry to come back to you on this. But I'm having no joy getting hold of the Loyalty Team. I've tried the chat option you suggested, but have gad to go through the same rigmarole for the last 3 days and still not been connected to them. I even requested that they contact me at a certain time, but nothing. I'll be going into my 9th day without Internet and everything else connected to the Internet and no closer to getting it sorted or speaking to someone. The whole situation is unacceptable. Can you please get the Loyalty Team to contact me on my Talk Talk number at 7pm on Friday 5th January.

Re: Line fault, saying fixed, but isn't.

Debbie-TalkTalk — Fri, 05 Jan 2024 11:53:03 GMT

Hi PBH71

I'm really sorry about this. Have you tried this number too? 03451720088

Re: Line fault, saying fixed, but isn't.

PBH71 — Fri, 05 Jan 2024 16:10:30 GMT

Thanks Debbie, yes I have tried ringing also. But no joy with that either. Which is why I'm trying to request they call me. If at all possible, could you please get them to call me tonight at 7pm on my talk talk number. I would be most grateful if you can arrange this for me.