topic Re: No internet and my account is wrong? in Broadband

No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 14:31:43 GMT

Where do I start with this? My Internet connection went offline yesterday and having logged into my account to try and fix it, I find my service says it is disconnected and all sorts of other issues.

I really need to speak to someone to sort this out.

Re: No internet and my account is wrong?

kanya-TT — Thu, 14 Aug 2025 14:33:45 GMT

Hey there, @David1970. We can look into this for you. You did not recently take up another broadband provider?

Kanya

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 14:34:27 GMT

No.

Re: No internet and my account is wrong?

kanya-TT — Thu, 14 Aug 2025 14:35:29 GMT

Okay give me a moment or two to look into this for you.

Kanya

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 14:40:15 GMT

I tried calling CS but no option to speak to someone.

Re: No internet and my account is wrong?

kanya-TT — Thu, 14 Aug 2025 14:41:32 GMT

Do you recall maybe renewing or getting another package because on my end it does not show how you were disconnected.

Kanya

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 14:46:31 GMT

I had full fibre fitted, which I did not want, but given there was no option to cancel the appointment I took it.

Re: No internet and my account is wrong?

kanya-TT — Thu, 14 Aug 2025 14:47:33 GMT

When was this if you can recall.

Kanya

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 15:04:04 GMT

Sorry, having an issue replying. This was end of 2023 but my account still showing old service. Also having checked my bank now, my DD has not been taken for some time despite being active, nor have you billed me since last year???

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 15:07:20 GMT

There seems to be some kind of mix up at your end.

Re: No internet and my account is wrong?

kanya-TT — Thu, 14 Aug 2025 15:16:13 GMT

What happened was that there was a provisioning error during your upgrade to Fullfibre. I suspect this was due to the abrupt cancellation you made on June 8, 2023, when the order was meant to be processed and activated on June 9, 2023. As a result, your account remained disconnected from your old package and was not activated on the Fullfibre package, which explains the lack of billing since November 2023. Additionally, you were offered a contract renewal at that time, so the months following June 2023 that you were billed for as out commitment(out of contract after use), but this situation didn't last long before your account was disconnected.

Kanya

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 15:22:55 GMT

My old service was active until November, at which point you cut me off a month before the FF was to be installed.

What does this mean for me?

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 15:31:04 GMT

I received comp at the time for lack of service, until the engineer could visit.

Re: No internet and my account is wrong?

kanya-TT — Thu, 14 Aug 2025 15:32:43 GMT

Again it seems that this is a provisioning error however we will need to look into it.

Kanya

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 15:33:38 GMT

This is not good sorry, I now potentially have a big bill for your mistake? Given this is your error, I expect no impact from this.

Re: No internet and my account is wrong?

David1970 — Thu, 14 Aug 2025 15:37:58 GMT

Will I be able to get back online,

what is the situation?