topic Re: No connection no engineers in Billing

No connection no engineers

louisesk — Fri, 30 Aug 2024 09:00:34 GMT

My internet went down on 20.08.24, i went onto the chat and did all the testing and after nearly 2 hours an appointment was booked for me. This appointment was 6 days later 26.08.24 on the bank holiday. I received a text at 10.02am on the 26.08.24 telling me the engineer was no longer coming. I called the number and they said he had called in sick and i had to reschedule. I was assured i would be compensated with a £29.15 payment going into my account for my trouble. I rescheduled to Wednesday 28.08.24 between 3-6 and waited in and by 6.15 no-one again had turned up.

I got in touch through web chat and was told they was going to dispatch someone straight away. Noone turned up.

Thursday 29.08.24 i contacted TalkTalk again and arranged another Engineer for the same day and requested 4pm as i was not losing anymore time off work. The agent confirmed and then at 1.25pm the engineer called saying he would be there at 3pm.

I told what had been arranged and i would be contacting customer services. The customer service agent assured me that they would send someone out for 3pm as i had to book more time off work as i did not want to wait any longer for an engineer. I then received a text from TalkTalk saying the booking had been cancelled and i was being charged £75. I straight away told the agent and requested that i was going to be emailed confirmation that i was not liable to pay this money and also confirmation that the engineer was attending today.

I have had nothing and again left work early for the promised appointment and again no-one turned up.

I have now had to book another appointment for next week which will be 12 days with no internet and constant time wasted by your company. I do not want to carry on with this service and have been utterly disappointed with all the lies from your agents. I requested a router to be sent out to me which was declined but all i can see is that would have been a whole lot easier than waiting for your engineer.

Re: No connection no engineers

KeithFrench — Fri, 30 Aug 2024 10:28:00 GMT

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, 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: No connection no engineers

Chris-TalkTalk — Fri, 30 Aug 2024 13:25:46 GMT

Hi louisesk,

I'm really sorry about this, can you please update your community profile to include your:

Name
Telephone 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

Chris

Re: No connection no engineers

louisesk — Mon, 02 Sep 2024 09:35:40 GMT

updated

Re: No connection no engineers

louisesk — Mon, 02 Sep 2024 10:02:10 GMT

updated

Re: No connection no engineers

Chris-TalkTalk — Mon, 02 Sep 2024 11:10:37 GMT

Hi louisesk,

Thanks for updating your profile. Could you just confirm that your router is currently switched on and connected to the telephone socket

Chris

Re: No connection no engineers

louisesk — Mon, 02 Sep 2024 11:11:25 GMT

yes it is

Re: No connection no engineers

Chris-TalkTalk — Mon, 02 Sep 2024 11:12:14 GMT

Thanks. What colour is the light on the router?

Chris

Re: No connection no engineers

louisesk — Mon, 02 Sep 2024 11:12:45 GMT

orange

Re: No connection no engineers

Chris-TalkTalk — Mon, 02 Sep 2024 11:14:11 GMT

OK. Line test is passing but showing that the router is powered down. Are you experiencing any problems with your telephone service, is there a dial tone?

Chris

Re: No connection no engineers

louisesk — Mon, 02 Sep 2024 11:15:11 GMT

i dont have a telephone connected to the line

Re: No connection no engineers

Chris-TalkTalk — Mon, 02 Sep 2024 11:17:13 GMT

OK. Could you just check that all the router cables are connected correctly. If they are then can you switch the router off and leave it off for at least 30 minutes, then switch back on and retest

Chris

Re: No connection no engineers

louisesk — Mon, 02 Sep 2024 11:22:44 GMT

I am currently not at home, but all this has been done three times and made no difference.

The engineer is finally supposed to be coming out tomorrow !!!

Re: No connection no engineers

Chris-TalkTalk — Mon, 02 Sep 2024 11:41:09 GMT

OK thanks. The engineer will be able to test with a replacement router, please let us know how you get on

Chris

Re: No connection no engineers

louisesk — Thu, 05 Sep 2024 13:26:36 GMT

The broad =band has been fixed but i have had a £75 charge on my bill. I have tried chatting and keep getting passed from person to person. The £29.15 compensation i was offered and was told would go on my next bill has conveniently not materialized. Will anybody clear all this mess up please as it is now taking over all my time.

Re: No connection no engineers

Gliwmaeden2 — Thu, 05 Sep 2024 14:32:56 GMT

I'll move this to the billing section for you, @louisesk.

Hopefully it will be picked up on Friday - otherwise after the weekend.

It seems to be generally a billing topic now that the fault has been sorted.

N.B: Compensation takes up to 30 days after resolution to materialise:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: No connection no engineers

louisesk — Thu, 05 Sep 2024 14:36:25 GMT

Thank you

Re: No connection no engineers

Debbie-TalkTalk — Fri, 06 Sep 2024 08:59:35 GMT

Hi @louisesk

I'm sorry to hear this.

Can I just check, did the TalkTalk engineer attend at the property?

Re: No connection no engineers

louisesk — Fri, 06 Sep 2024 09:02:35 GMT

They attended the 4th appointment

Re: No connection no engineers

Debbie-TalkTalk — Fri, 06 Sep 2024 09:07:07 GMT

Hi @louisesk

Thanks for your reply.

I'm just sending you a Private Message. I will refund this engineer charge.