topic Re: problems wih installation, can't contact talktalk in Full Fibre

problems wih installation, can't contact talktalk

jon22 — Tue, 23 May 2023 16:25:31 GMT

I had a talktalk "engineer" come round to install full fibre on thursday, he didn't check the internet was working and just left after plugging the new box and Eero in. After spending over an hour on hold to talktalk I was told that a number of customers migrating from UFO had a problem. Would have been nice to know before they cut off the old service. Well eventually the internet came back on Sunday. Now I realise that the installer didn't leave the phone adapter so I have no phone line. I was supposed to be called this afternoon to discuss my original complaint so I thought fine I will discuss the lack of phone adapter. But I missed the call and have received a text message saying to phone to discuss the complaint, but whenever I phone there is a "very long queue". I don't have time to wait for hours on hold, what can I do to get the phone adapter and talk to someone about the compaint!?!?

Re: problems wih installation, can't contact talktalk

Gliwmaeden2 — Tue, 23 May 2023 17:12:57 GMT

Complete your community forum profile details for TT staff to identify your account, @jon22.

Go via your avatar/name; settings. Add your account number / Talktalk landline number in Personal Information. SAVE CHANGES.

Staff reply during the day, Monday to Friday.

Re: problems wih installation, can't contact talktalk

jon22 — Tue, 23 May 2023 18:34:29 GMT

thank you, I have added this info.

Re: problems wih installation, can't contact talktalk

Anonymous — Wed, 24 May 2023 06:55:04 GMT

Morning,

I'm just sending you a Private Message to confirm some details so we can look into this further. Please do not post any personal information on the Community, reply via PM only.

Thanks

Re: problems wih installation, can't contact talktalk

hybridmedia — Sat, 27 May 2023 21:44:34 GMT

There is little point in trying to complain, I did so must be 2 months ago, either you get notifications that some one we’ll call and they don’t, or by chance someone does call they have no idea what you are complaining about, or have you confused with someone else and say they will need to investigate further or get someone else to call which again leads to silence. The whole idea of the complaints process is to just string you along till you no longer can be bothered to carry on. When I first complained I was outraged that TalkTalk cost me over 200 pounds and wanted me to do criminal damage to city fibre property. Now nearly 2 months later having been strung along still waiting for a response, I have come to terms that complaints process is just a method to grind you down till you no longer care about your complaint and just give up.

Re: problems wih installation, can't contact talktalk

ferguson — Sat, 27 May 2023 22:12:37 GMT

@hybridmedia

Please continue on your own topic where I see you have been asked, twice, for a convenient contact time with no response from yourself. Do not let your own animus toward TalkTalk interfere with other people's support.

Re: problems wih installation, can't contact talktalk

hybridmedia — Sun, 28 May 2023 07:05:32 GMT

@ferguson

it was not my intention to hijack this thread on my issue but to assist another user as I thought this was was the purpose of this forum. All my experiences are true if not TalkTalk is welcome to correct me.

Before I started a complaint I wish someone had jumped on my thread and told me what to expect, I would have saved a lot of time and effort. Hence sharing the experience so others could be aware

OP sorry to have jumped on your thread. I won’t do so again

Re: problems wih installation, can't contact talktalk

jon22 — Thu, 15 Jun 2023 09:51:11 GMT

@hybridmedia no problem at all and as it turns out you are correct; after a couple of contacts and asking me to fill in my profile details absolutely nothing has happened to resolve the phone adapter issue. Thankfully the broadband was active after about a week of nothing but I don't think that was anything to do with me contacting talktalk. Please if someone at talktalk looks at these messages can you sort out my missing phone adapter? I have been without a landline for several weeks now.

jon

Re: problems wih installation, can't contact talktalk

Chris-TalkTalk — Thu, 15 Jun 2023 10:06:32 GMT

Hi Jon,

Apologies for the delay, I've sent you a PM

Chris

Re: problems wih installation, can't contact talktalk

jon22 — Thu, 15 Jun 2023 18:02:47 GMT

OK, I have followed the instructions about getting the password, please let me know what to do next.

Re: problems wih installation, can't contact talktalk

Debbie-TalkTalk — Fri, 16 Jun 2023 06:45:11 GMT

Hi jon22

I have sent you a Private Message.

Thanks

Re: problems wih installation, can't contact talktalk

jon22 — Thu, 22 Jun 2023 09:53:30 GMT

it doesn't work!!!!! this is driving me crazy now. I am done with filling out these forms it's ridiculous. Please can someone phone me I just need to get my phone working. Now it's been going on so long I have been auto-emailed to say my complaint is being closed

Complaint number: CMP-xxxxxx
Hello j,
We've tried to contact you about the complaint you raised as we want to help put things right. Our records show we haven’t heard from you in the last 28 days, therefore we believe you may no longer need our support and we’ll begin the process to close your complaint. If this is not correct and you still need our help, then please call us on 0345 172 0088 and we will do what we can to fix your issue.

Re: problems wih installation, can't contact talktalk

Chris-TalkTalk — Thu, 22 Jun 2023 10:08:20 GMT

Hi jon22,

I've sent you a PM with another link to the security questions

Chris

Re: problems wih installation, can't contact talktalk

jon22 — Thu, 22 Jun 2023 11:25:57 GMT

😖ok Ieast least that worked this time

Re: problems wih installation, can't contact talktalk

Chris-TalkTalk — Thu, 22 Jun 2023 11:57:54 GMT

Thanks for that, apologies for any inconvenience. Just to confirm, is your service working OK now?

Chris

Re: problems wih installation, can't contact talktalk

jon22 — Thu, 22 Jun 2023 12:25:50 GMT

ummm no, or I probably wouldn't be posting here. I still don't have a phone line.

Re: problems wih installation, can't contact talktalk

Anonymous — Thu, 22 Jun 2023 12:57:28 GMT

Hi,

Apologies, I'm just looking into this now. Just to confirm, you currently have an eero, but you've never received a digital voice adapter?

Thanks

Re: problems wih installation, can't contact talktalk

jon22 — Thu, 22 Jun 2023 13:55:04 GMT

Yes, that is correct, thank you

jon

Re: problems wih installation, can't contact talktalk

Anonymous — Fri, 23 Jun 2023 04:59:43 GMT

Morning,

Thanks for confirming and I will post back as soon as I know more.

Thanks

Re: problems wih installation, can't contact talktalk

Anonymous — Fri, 23 Jun 2023 13:05:47 GMT

Hello,

I've been advised that the engineer will come back today to provide the digital voice adapter (DVA) I will check back in with you on Monday to see how you're getting on.

Thanks