topic New fibre connection not working in Fibre

New fibre connection not working

RS200Phil — Sat, 18 Feb 2023 06:46:33 GMT

I had full fibre installed on Wednesday morning and since Friday lunchtime the service has been offline. I then received an email saying TalkTalk are aware of the fault and an engineer will be on their way in 2-3 working days. Presumably that'll be Tuesday/Wednesday.

Is this serious???? I work from home and rely on solid internet - which is why I was delighted to be offered the upgrade.

Unbelievably bad customer service. How can this be escalated?

Re: New fibre connection not working

Gliwmaeden2 — Sat, 18 Feb 2023 08:58:47 GMT

Your topic is in the queue for attention, @RS200Phil, but there is no staff support on here at weekends.

For more immediate help use Chat, as detailed in this link:

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

The number for Future Fibre support is 03451 720074. Not open Sunday.

See all details of opening hours in the above link.

Re: New fibre connection not working

RS200Phil — Sat, 18 Feb 2023 11:21:04 GMT

Thanks very much for your time, I will do.

I had a visit from a BT Openreach this morning - obviously completely useless as they can't touch the City Fibre installation, so the chap was very apologetic as he left after doing nothing. I've since received a message from TalkTalk to say the call is complete and the fault is cleared!!! Obvs that's not the case.

I'll go onto chat now then.

Re: New fibre connection not working

Anonymous — Mon, 20 Feb 2023 07:01:52 GMT

Morning,

I'm sorry to hear this. Can I just confirm, did you manage to chat with our Live Chat team?

Thanks

Re: New fibre connection not working

RS200Phil — Wed, 22 Feb 2023 06:42:26 GMT

No, I didn't see much point as I assume they are aware there is still a problem. I was going away for the weekend so I had no time (my family used hot-spots for the weekend). Other than expressing my frustration I didn't see what delaying my departure would achieve.

However, it's still not working, so I have been without the service for almost 5 days now, after 2 days of operation. I will try the chat today unless I hear otherwise.

In the meantime I reconnected the old service and luckily it's still working, so at least we're live again now. Glad I didn't return the old equipment immediately!!!

Re: New fibre connection not working

Karl-TalkTalk — Wed, 22 Feb 2023 07:51:09 GMT

Hi Phil,

Do Chat with our Full Fibre Team and let us know what they advise.

Regards,

Karl.