topic Re: No internet since 31/01 in Broadband

No internet since 31/01

Davretu — Tue, 04 Feb 2025 23:23:33 GMT

I have no internet since 31/01.

I work from home and I need it back ASAP

Despite contacting multiple agents, none have been able to provide a resolution. It appears that my services has been disconnected by Openreach without my permission. (I have not received any communication or notice informing about that) Just suddenly internet stopped working, however, my account and fibre pack with you is active (I have a contract with you until September 2026)

I have also submitted a formal complaint regarding the unacceptable practice of discontinuing my service without prior notification or consent. Please provide guidance on resolving this matter promptly.

Re: No internet since 31/01

Anonymous — Mon, 03 Feb 2025 11:44:24 GMT

Hello,

Can you please update your community profile to include your:

Name
Telephone number or Account number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

Re: No internet since 31/01

Davretu — Mon, 03 Feb 2025 11:55:34 GMT

Updated

Re: No internet since 31/01

Davretu — Mon, 03 Feb 2025 13:23:06 GMT

Updated the info requested. Please advice

Re: No internet since 31/01

Arne-TalkTalk — Fri, 14 Feb 2025 08:33:55 GMT

Hi Davretu

The account was disconnected after receiving a transfer request, which looks to have come from Vodafone.

The complaints team will pick this up.

Re: No internet since 31/01

Davretu — Sun, 16 Feb 2025 07:41:37 GMT

I have never requested any transfer. I have a contract with you until September 2026 and I find myself without internet since 31/01 and nobody has contacted me. I have raised 3 complaints and nobody has called or informed me. This is absolutely intolerable. Also I work from home and my work has been affected because my internet was cut without any notification.

Re: No internet since 31/01

Arne-TalkTalk — Mon, 17 Feb 2025 11:41:51 GMT

The only way to restore the service is to place a new order.

Re: No internet since 31/01

Davretu — Mon, 17 Feb 2025 11:56:18 GMT

Yes, we have placed a new order with the surprise that the new contract is more expensive that my disconnected one.

My contract was 24£ until September 2026 and now the new contract is 32£ for 24 months( even more expensive that for new customers and we had to place the new order with my partner´s details. The agent who called me, said I could not place a new order with my details). I believe the disconnection may have been intentional to result in an increase in my bill.

Also, I have raised 3 complains and nobody has contacted me. Absolute really bad customer service.