topic Re: Shell migration and internet stopped working in Fibre

Shell migration and internet stopped working

sanjumax — Tue, 25 Jun 2024 18:05:15 GMT

Got an email to say we have been successfully migrated from shell to talk talk and the next day through internet stopped working. Spent hours on the phone with tech support guys from talk talk and they couldn't find any faults . They sent a' in home" engineer to look at any faults and he confirmed that this is an open reach issue and needs an open reach engineer visit. In the meantime , talktalk has closed my case as " resolved" with still no internet access. When I tried to raise this with the chat team - they don't seem to have much clue. Any ideas on who I need to contact as both the telephone tech support and chat team are hopeless!

Re: Shell migration and internet stopped working

fr8ys — Tue, 25 Jun 2024 18:22:54 GMT

Staff here are found to be the most helpful, even if not in real time as they deal with posts in date order.

I will escalate for you so you should, hopefully, hear some time tomorrow.

They may ask more questions so keep a look out on this thread.

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 07:23:56 GMT

Hi sanjumax,

From our side it looks as though your router is connected to the Internet, is it still not working?

Chris

Re: Shell migration and internet stopped working

sanjumax — Wed, 26 Jun 2024 08:32:33 GMT

Hi Chris,

It is still not working. No internet. The talk talk engineer who visited yesterday said there is a line fault

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 08:35:15 GMT

OK thanks. Is it just the Internet connection that doesn't work, is your telephone service OK?

Chris

Re: Shell migration and internet stopped working

sanjumax — Wed, 26 Jun 2024 08:37:08 GMT

We don't use the landline. No phone connected. The engineer tested the master socket yesterday and he said there was no dial tone.

Re: Shell migration and internet stopped working

sanjumax — Wed, 26 Jun 2024 08:55:56 GMT

Just fyi, we have a shell supplied router.

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 09:10:53 GMT

OK thanks. Everything looks OK from our side but as you have no connection and the TT engineer has confirm that there's no dial tone then we'll need to arrange a BT Openreach engineer visit. If you'd like me to do this please let me know and I'll confirm some details with you

Chris

Re: Shell migration and internet stopped working

sanjumax — Wed, 26 Jun 2024 09:23:13 GMT

Yes, please arrange an open reach engineer visit. Many thanks

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 09:37:49 GMT

OK. if you'd like us to book an engineer can you confirm:

That you accept potential Engineers charges
Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

Thanks
Chris

Re: Shell migration and internet stopped working

sanjumax — Wed, 26 Jun 2024 09:43:20 GMT

Hi Chris,

I was told by the TT engineer yesterday that he is going to organise an open reach engineer visit today. But I haven't heard anything since and your website says case resolved. Can you please check if an open reach engineer visit is already scheduled for today. I don't want to duplicate the request if there is already one booked in .

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 09:50:22 GMT

I can't see any indication that an Openreach engineer has been booked already

Chris

Re: Shell migration and internet stopped working

sanjumax — Wed, 26 Jun 2024 09:54:03 GMT

Hi Chris,

Please go ahead and book asap. We are happy with the terms. Available all day at home Monday to Friday. Please book the earliest available apt .thanks . Struggling with WFH without broadband . I would be greatful if you can sort this out asap.

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 10:57:28 GMT

No problem, I'll book the engineer now and get back to you with the details

Chris

Re: Shell migration and internet stopped working

Chris-TalkTalk — Wed, 26 Jun 2024 11:53:46 GMT

Booked first available appointment - June 28 2024, AM - please let us know how you get on

Chris

Re: Shell migration and internet stopped working

sanjumax — Fri, 28 Jun 2024 10:05:05 GMT

Hi Chris,

The open reach engineer has been in this morning and he has fixed the issue. It was a fault at their end where one of the previous engineers had done some work on the exchange and had disconnected us.

I am not very happy with your customer services team as I was promised on 2 different occasions that a open reach engineer was booked in for a visit on Wednesday until you told me that was not the case. I want to raise a formal complaint about the way this has been handled and would expect some compensation for loss of service for 5 days .

Re: Shell migration and internet stopped working

Gliwmaeden2 — Fri, 28 Jun 2024 10:12:12 GMT

To raise a complaint, follow the procedure outlined in the Complaints link at the foot of any Talktalk page, @sanjumax.

Information about how automatic compensation works can be found here:

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

Re: Shell migration and internet stopped working

Chris-TalkTalk — Fri, 28 Jun 2024 10:30:45 GMT

Hi sanjumax,

I can see that Gliwmaeden2 has pointed you in the right direction. I'm glad to hear that the issue is now resolved, apologies for any inconvenience

Chris

Re: Shell migration and internet stopped working

Emmacweir — Tue, 16 Jul 2024 20:03:47 GMT

Hi all,

Jumping on.

i have the same issue - talk talk have text me to tell me it’s resolved - but no internet. Customer services don’t seem to understand

help appreciated

Emma

Re: Shell migration and internet stopped working

Gliwmaeden2 — Tue, 16 Jul 2024 20:15:30 GMT

You need to complete your community forum profile details, @Emmacweir and also please return to the message board and click on start a topic. No point jumping on an old thread.

For Talktalk staff to identify your account, please go via your avatar/name; settings; from the drop down menu: Personal Information. SAVE CHANGES.