topic Re: How do I talk to somebody at talktalk in Broadband

How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 12:00:42 GMT

My Internet connection stopped working on Tuesday so I went through the chat line procedure to try to get it back, after 4 hours of being passed backwards and forwards five times between technical and order management with technical saying it was an order management problem and order management saying it wasn't I gave up before my brain exploded. Can anyone tell me how to actually talk to talktalk and find out what is happening, I have tried phoning but as soon as I tell the bot it is a connection problem it directs me to the tech help chat line and hangs up. I am 70 years old and use my Internet to keep in touch with my family as I only have a small amount of mobile data allowance on my phone. If someone could help me I would be very grateful, thank you.

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Thu, 31 Oct 2024 12:10:47 GMT

Hi pollygone,

I'm sorry to hear that you're experiencing problems with your service. Could I just ask, do you currently have our FTTC service or Future Fibre (FTTP)?

Chris

Re: How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 12:16:45 GMT

Hi Chris, I am still on FTTC at the moment.

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Thu, 31 Oct 2024 13:21:52 GMT

OK thanks. Are you in the process upgrading to Future Fibre?

Chris

Re: How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 13:31:31 GMT

Not at the moment they keep pressuring me to change but it is not convenient for me at the moment I am reconfiguring my house and the access point will change but it is not ready yet.

Paul

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Thu, 31 Oct 2024 14:08:42 GMT

OK thanks Paul. So did you get a date to upgrade but then cancelled?

Chris

Re: How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 14:40:39 GMT

Yes that's correct everytime they give me a date I postpone it to a later one. I should be ready to upgrade late spring early summer next year.

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Thu, 31 Oct 2024 14:51:28 GMT

OK thanks. I think that your service may have been ceased because the upgrade order had been placed, but I'll check with our provisioning team and get back to you

Chris

Re: How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 15:10:56 GMT

At last an answer as to why, thank you so much for helping me with this Chris it is much appreciated. I just want to stay on my current package until I am ready to upgrade.

Paul

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Thu, 31 Oct 2024 15:31:10 GMT

No problem. I'm still waiting for a reply from our Provisioning team, I'll let you know as soon as I have any more information

Chris

Re: How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 15:37:38 GMT

Thank you Chris.

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Thu, 31 Oct 2024 15:40:42 GMT

Our provisioning teat have confirm that your service has been ceased in error. There is an FTTP order due to complete on the 26th Nov but if you'd like the FTTC service to be restored rather than go ahead with the FTTP order then our provisioning team can escalate this. Could you just confirm that you would like the FTTC service restoring and the Future Fibre (FTTP) order cancelling

Chris

Re: How do I talk to somebody at talktalk

pollygone — Thu, 31 Oct 2024 16:09:56 GMT

Yes I can confirm that I wish to stay on FTTC and cancel the upgrade to FTTP. I shall contact talktalk when I am ready to upgrade. Thank you.

Re: How do I talk to somebody at talktalk

Mark1975!- — Thu, 31 Oct 2024 17:00:25 GMT

I have an engineer booked but can’t send confirm text

Re: How do I talk to somebody at talktalk

Mark1975!- — Thu, 31 Oct 2024 17:01:14 GMT

How can I confirm

Re: How do I talk to somebody at talktalk

Gliwmaeden2 — Fri, 01 Nov 2024 07:49:50 GMT

@Mark1975!-, not on another customer's thread!

You must return to the message board and click on start a topic to begin your own one.

You also need to complete your community forum profile details for Talktalk staff to identify your account.

Go via your avatar; settings; drop down menu. Fill in Personal Information. SAVE CHANGES.

It's really important NOT to muddle up different customer's issues on the same thread.

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Fri, 01 Nov 2024 09:28:03 GMT

OK thanks, I've sent you a PM to confirm some information

Chris

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Fri, 01 Nov 2024 13:01:11 GMT

Hi pollygone,

Can you please reply to my PM as soon as you can so that I can sort this out for you. Our provisioning team have also said that they can bring the FTTP installation forward to the 5th to minimise the amount of time you are without service, unfortunately reinstating the old FTTC service could take weeks. Bearing this in mind could you please let me know if you still want the FTTC service reinstated (sorry to ask again but just want to make sure that you know all the facts before we go ahead)

Chris

Re: How do I talk to somebody at talktalk

pollygone — Fri, 01 Nov 2024 14:05:24 GMT

I am not in a position to have the upgrade and wish to stay on FTTC please respect my request and for it to take weeks to turn my service back on is ridiculous.

Re: How do I talk to somebody at talktalk

Chris-TalkTalk — Fri, 01 Nov 2024 14:14:41 GMT

OK thanks for confirming. I'll ask our Provisioning team to do what they can to get the FTTC service reconnected ASAP

Chris