Service disconnected in error 15 days ago.

Threepounds — Tue, 07 Jan 2025 19:37:52 GMT

3rd December,

I placed a home move order and was told transfer date would be the 23rd December.

19th December,

There were issues with installation, and I was told the new transfer date would be the 27th December. I cancelled my plans to move in until these issues were resolved, as I was assured that my service would continue until the external installation was complete.

23rd December,

My connection was terminated, despite the previous assurances I had received.

I called, and they could see in the logs/notes for the 19th December that I was told my service would not be cancelled, but that there is nothing they could do to help me beyond schedule a call-back from a complaints agent for the 27th December, what I never received.

28th December onward,

Since that point, I have made multiple calls and emails. My emails are ignored, and my calls - at best- result it being told that I have a new scheduled call-back pending, but they also never materialize.

I haven't even received any acknowledgement there is an ongoing issue beyond verbal from the agents on the phone that have no ability other than to claim they're booking a call-back.

The only thing I have is a 'complaint reference number' from the automated email response: CMP-812520.

What am I supposed to do when I am seemingly stonewalled, continuing to be billed, and receiving no service, or any update of whether installation is even still underway?

I've spoken to another provider, and it seems they're willing to absorb any early termination charges, but would this cause further issues with openreach's installation?

Re: Service disconnected in error 15 days ago.

Gliwmaeden2 — Tue, 07 Jan 2025 21:11:07 GMT

Forum staff can't usually intervene when you have an ongoing complaint, @Threepounds.

They respond during the day, Monday to Friday.

Re: Service disconnected in error 15 days ago.

Arne-TalkTalk — Mon, 13 Jan 2025 09:22:53 GMT

Hi Threepounds

The complaints team are still working on this.

Sorry for any inconvienience caused

topic Re: Service disconnected in error 15 days ago. in Billing

Service disconnected in error 15 days ago.

Re: Service disconnected in error 15 days ago.

Re: Service disconnected in error 15 days ago.