topic Re: No internet for 2 weeks - Someone please help in Billing

No internet for 2 weeks - Someone please help

GavinFairweather — Mon, 14 Oct 2024 12:31:49 GMT

Hello,

I'm urgently looking for help to reconnect my internet. I have been trying to upgrade to a full-fibre package from March this year, after being messed around, I eventually get a engineers appointment in January.

TalkTalk then disconnect my internet on the 30th of Septmber without telling me. I haver called TalkTalk customer services, and spoke on Webchat pratically every day since the 30th, with nobody willing/being able to help me.

I have a complaint open with the CEO complaints team, after they told my on the 3rd my internet would be reconnected in 3-5 days, i have not heard from then since. Even though I try and call, all I am told is "All we can do is email the CEO complaints team and they'll call you back" - Nobody ever does.

Can someone please help?

Gavin

Re: No internet for 2 weeks - Someone please help

KeithFrench — Mon, 14 Oct 2024 14:16:57 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 and then clicking 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 internet for 2 weeks - Someone please help

Arne-TalkTalk — Tue, 15 Oct 2024 09:48:39 GMT

Hi GavinFairweather

The account has been disconnected, the only way to restore the service is to place a new order via the sales team its not possible to reactivate a cancelled service.

Sorry

Re: No internet for 2 weeks - Someone please help

GavinFairweather — Tue, 15 Oct 2024 10:41:52 GMT

Hi Arne,

Not really good enough is it... You disconnected my account in error.

Also, why has nobody told me to place a new order before now?

Re: No internet for 2 weeks - Someone please help

Arne-TalkTalk — Tue, 15 Oct 2024 12:26:20 GMT

Unfortunately there is no other way.