topic Re: Vulnerable - no broadband 10 days in Fibre

Vulnerable - no broadband 10 days

CheshireGuy — Thu, 21 Nov 2024 10:19:22 GMT

I lost broadband overnight on 11th-12th November. (There is also very occasionally interference on the copper landline.) I am elderly, unwell, and vulnerable and unable to order supermarket deliveries, pay bills, use the doctor’s online system. NO-ONE AT TT WILL TAKE OWNERSHIP OF HELPING ME.

My contract is for Fibre 65 – Fibre to cabinet, plus copper landline. My profile says FFTP but I am not so connected – I am told this is TT’s ‘vision’, but I need the security of the copper line. Your teams seem confused.

My phone is not a smart phone – no internet. I am only able to send this by briefly borrowing a tablet with a SIM.

After hours battling on a dumb phone with TT Tech (‘not our department’), on hold, and with TT Fibre Team, they sent a TT engineer on 19th November. He said TT SHOULD HAVE SENT OPEN REACH. His check - which he showed me - indicated no problem with my router/network but clearly AN ISSUE AT THE STREET CABINET – not his job.

The response from TT was yet another stupid message about ‘going online’ to check ‘why I cannot go online’, and ‘check my devices’ when TT engineer has confirmed no issue there.

After a further hour on the phone got passed to complaints at Salford who took details & promised call back next day. That call was simply me repeating the story, the agent forever consulting his boss, then closing the call by saying being escalated and someone would call back same day without fail. No-one called. And they do not take incoming calls.

HELP. PLEASE!

Re: Vulnerable - no broadband 10 days

Chris-TalkTalk — Thu, 21 Nov 2024 11:24:21 GMT

Hi CheshireGuy,

I'm going to escalate this to our CEO's office so that we can get you the help that you need. I'll let you know when I receive an update or you may be contacted directly by a complaint manager

Thanks

Chris

Re: Vulnerable - no broadband 10 days

Chris-TalkTalk — Thu, 21 Nov 2024 11:44:49 GMT

I've now passed this to our CEO's office

Chris

Re: Vulnerable - no broadband 10 days

CheshireGuy — Thu, 21 Nov 2024 12:06:23 GMT

Thank you Chris. This has resulted in a text message that a manager will call me within 3 days. Useless. Better for TT to call out the appropriate engineer, presumably Open Reach? I am getting hungry...

Re: Vulnerable - no broadband 10 days

CheshireGuy — Thu, 21 Nov 2024 13:17:42 GMT

Hi Chris. Looking at similar posts, is it possible that TT has disconnected FFTC on the assumption of an upgrade to FFTP which was offered but declined (need copper cable security) last year? Again judging by other posts, does the complaints team - with respect to them - have the expertise (and urgency) required? Can you also pass to the right team directly to get an engineer out to fix the issue at the cabinet? Thanks. Running out of data on borrowed SIM....

Do the comp

Re: Vulnerable - no broadband 10 days

CheshireGuy — Fri, 22 Nov 2024 13:28:12 GMT

Urgent. Help please Chris. Please urgently email Jamie at your CEO Welfare. He sent Open Reach. OR extensive checks show beyond all doubt faulty TT router. Your overseas tech team would not cooperate with him and send router, told engineer its down to me to prove need and do any chasing with TT.

Re: Vulnerable - no broadband 10 days

Chris-TalkTalk — Fri, 22 Nov 2024 13:40:54 GMT

Hi CheshireGuy,

I've passed on your comments to Jamie. I'll let you know when I receive an update 'I think he's planning on calling you later anyway'

Chris

Re: Vulnerable - no broadband 10 days

Chris-TalkTalk — Fri, 22 Nov 2024 14:21:22 GMT

I've not heard back from Jamie yet so I've ordered a router, this should be dispatched tonight

Chris

Re: Vulnerable - no broadband 10 days

CheshireGuy — Sun, 24 Nov 2024 07:58:01 GMT

Fast delivery of router and back online. Thanks so much Chris. Great to find someone with common sense and a customer focus, in the context of my other recent interactions with TT.

I await hearing from the Chief Executive's Office with the fullest apologies, explanations and compensation re the gross and persistent incompetence from which I

have suffered. The repeated requests to go online for help as to how to get back online is a joke.

Re: Vulnerable - no broadband 10 days

Chris-TalkTalk — Mon, 25 Nov 2024 09:23:57 GMT

Glad to hear it now working, apologies for any inconvenience

Chris

Re: Vulnerable - no broadband 10 days

Anonymous — Wed, 08 Jan 2025 12:49:53 GMT

Hello,

I'm really sorry. I'm not sure why your post didn't come back into our work queue. Have our CEO's Team now resolved this for you?

Thanks

Michelle

Re: Vulnerable - no broadband 10 days

CheshireGuy — Wed, 08 Jan 2025 13:20:35 GMT

Yes, thank you very much Michelle - in so far as restoration after 2 weeks loss of service means resolution - and after further delay and unhelpfulness by individual TT Staff with whom your CEO team was no doubt equally frustrated.

I have always found TT staff in the community forums to be most helpful, customer focused, and knowledgeable. Pity about your overseas call centre management, and TT's general approach to customer service.

Re: Vulnerable - no broadband 10 days

Anonymous — Wed, 08 Jan 2025 13:24:04 GMT

Good afternoon,

I'm sorry to hear that but I'm glad to hear that it has been resolved. Thank you for your kind words about our Community.

Michelle