topic Re: Nightmare TALKTALK FIBRE switch over! in Fibre

Nightmare TALKTALK FIBRE switch over!

Matmxh — Sat, 01 Mar 2025 16:29:46 GMT

Hello,

I recently decided to upgrade to full fibre & had an engineer come out to my property on friday 28th Feb 25 to install the connection, this was done with no problems & my old internet connection & router was deactivated along with my phone line being deactivated.
i was expecting a smooth transition over to fibre but on trying to connect my new eero router through the app I discovered there was a problem at the talktalk end.

I contacted talktalk (which is a nightmare to do) cant seem to speak with a human unless its over very slow chat online!

ive been informed that my fibre has not been activated yet & i will need to now wait a further 2-5 days for them to solve the problem?
What problem?

You knew i was switching overnright? talktalk should of had this in place ready for when i was connected!
can someone please look into this & give me an explanation as to why i am without internet & when im likely to be connected?
Ive been with talktalk for over 15 years & this is by far the worst situation ive ever faced.

im very close to leaving & going somewhere else if im not connected in the next couple of days.

if anyone can help me with answers or even get me up & running i would really appreciate it.

thank you.

(a very frustrated customer)

matt.

Re: Nightmare TALKTALK FIBRE switch over!

Gliwmaeden2 — Sat, 01 Mar 2025 18:06:18 GMT

There's no staff support on here before Monday, @Matmxh.

Chat is available on Sunday.

Re: Nightmare TALKTALK FIBRE switch over!

Chris-TalkTalk — Mon, 03 Mar 2025 14:13:01 GMT

Hi Matt,

Our systems are showing that the order is complete now, is everything OK at your end?

Chris

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Mon, 03 Mar 2025 14:59:46 GMT

Hi chris,

Nope! We are still without internet in our house the router will not connect to then internet? I spoke to someone on sat & apparently there was a problem showing on the account are you able to clarify the issue & how long it will be before i can connect please?

thanks for replying

matt.

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Mon, 03 Mar 2025 15:07:58 GMT

this is my issue Chris?

Re: Nightmare TALKTALK FIBRE switch over!

Chris-TalkTalk — Mon, 03 Mar 2025 15:36:39 GMT

Could you just tell me which lights are currently on, on the ONT

Chris

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Mon, 03 Mar 2025 16:04:54 GMT

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Tue, 04 Mar 2025 08:44:39 GMT

Hi Chris,

don’t suppose you can give me an update on when my connection issue will be fixed can you please?

matt.

Re: Nightmare TALKTALK FIBRE switch over!

Chris-TalkTalk — Tue, 04 Mar 2025 15:49:37 GMT

OK thanks. The order appears to be complete but just showing that it's not authenticating. Can you switch the ONT off and leave it off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Tue, 04 Mar 2025 16:02:43 GMT

Hi Chris,

thanks for getting back to me.

i have just turned it off & will try again in 30mins.

Just want to mention that on Saturday i had a web chat with a talktalk operator about my connection issue & he mentioned something about my account being stuck in “issued status” & thats why i couldnt get internet? Would you be able to check if this is the case for me & if so help with a solution?

Thanks,

Matt.

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Tue, 04 Mar 2025 16:05:37 GMT

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Tue, 04 Mar 2025 16:46:54 GMT

Hi Chris,

tried again to connect but same error with no wan ip address?

is that something that needs doing your end?

Re: Nightmare TALKTALK FIBRE switch over!

Chris-TalkTalk — Wed, 05 Mar 2025 11:09:47 GMT

It has been raised as a complaint but I've also passed this over to our Future Fibre team and asked them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Wed, 05 Mar 2025 11:12:24 GMT

Thanks for your help Chris.

Re: Nightmare TALKTALK FIBRE switch over!

Chris-TalkTalk — Wed, 05 Mar 2025 12:20:47 GMT

No problem 🙂

Re: Nightmare TALKTALK FIBRE switch over!

Matmxh — Fri, 09 May 2025 18:20:28 GMT

update:

so i was connected (finally) on March 8th & was without internet from Feb 28th - Mar 8th (8 days).

I was told i would be compensated for my loss of internet for those 8 days & was told this on March 12th when talktalk rang me to close my complaint.

apparently it would be credited to my account within 30 days & i would receive an email or text to let me know? well guess what no email & no text?

i called them again after the 30 days had passed & was told again i would be compensated within 30 days! i wasnt happy i would have to wait ANOTHER 30 days before seeing if id get my compensation or not, the operator even informed me it was £6 something per day for loss of internet & she will be putting the forms in for me while i was on the phone, which she apparently did?.

30 days pass & Guess what!? NO COMPENSATION!!!

We are now into May & still nothing!? so today i rang talktalk AGAIN! (prob over 20 calls to date) & was informed that my compensation worked out at £4.72.......total compensation!!!! you are joking right? apparently not 😞

so not only did talktalk screw up my installation & leave me without internet for 8 days, me & my wife & kids had to purchase additional mobile data to get us through the week at an extra cost to us which was way more than the insulting £4.72 i have been offered!.

As you can imagine i am very frustated with talktalk & thier shambles of a customer service!

i had even stupidly recommended my parents to talktalk for which they joined & i wish i hadnt after my experience.

(by the way i will be getting them to move elsewhere).

so because this whole situation has stressed me out for months & after todays insult i have decided to leave talktalk when my contract ends.