topic Re: Fibre 35 - Lost phone and DSL service overnight in Full Fibre

Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Tue, 05 Sep 2023 18:42:50 GMT

Hi -

I renewed earlier this year (20th of March ) to get 18 months of Fibre 35 (contract runs till Sep 24). Overnight (around 2pm) my DSL router lost sync. When I looked at it this morning the line status showed up as 'silent', I check my landline, again dead. Both services are provided over copper, to an openreach mk4+ master socket.

Talked to the chat support and kept getting passed between teams (well over an hour) until someone managed to create a ticket for me and told me to ring phone support.

When I rang I was put through to the Full Fibre team (which is ironic as when I previously tried to take CityFibre they were virtually impossible to contact) to be told that of the two systems they could see my line appeared to have been disconnected in one. They kept asking if I wanted to go through to the sales team to restart my contract from scratch and I kept insisting that I hadn't cancelled (if I had TT would have sent me notification of cancellation and billed me) and that they put me through to the Copper team. This I managed after an hour and half after requesting an escalation repeatedly

I then spoke to a Technical Support person who assured me that they would reverse the disconnection in two/three days and to expect a call from someone senior in the team to tell me my service was back online.

Trouble is I'm not sure I completely believe them. Googling, a number of other people have had similar experiences, is there a particular team to whom I should be directing my queries?

Re: Fibre 35 - Lost phone and DSL service overnight

Karl-TalkTalk — Wed, 06 Sep 2023 06:54:35 GMT

There is no specific team you need to contact regarding this. If your services have been fully disconnected and the account closed, this would not be able to be reversed, so a new order would have to be placed to initiate a new service.

Karl.

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Wed, 06 Sep 2023 09:22:53 GMT

To be clear, I never cancelled my service and my account still shows up on the customer portal with a contract end date of September 2024.

Re: Fibre 35 - Lost phone and DSL service overnight

Chris-TalkTalk — Wed, 06 Sep 2023 11:35:40 GMT

Hi bassplayerchris,

I've sent you a PM to confirm some details so that we can look into this further

Chris

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Wed, 06 Sep 2023 11:56:54 GMT

Thanks. I've responded via PM and carried out the steps you requested. 👍

Re: Fibre 35 - Lost phone and DSL service overnight

Chris-TalkTalk — Wed, 06 Sep 2023 12:11:06 GMT

OK thanks. I can see that you previously had an order for our Future Fibre service which was cancelled, could I just ask why it was cancelled?

Chris

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Wed, 06 Sep 2023 12:20:54 GMT

Sure - the cable layers for City Fibre had placed the drop for most of the properties on our road in the wrong spots on the pavement (using mine would have involved drilling through my neighbours front wall and cutting away part of my front hedge), the installation engineers took photos and sent them back to TalkTalk and CityFibre.

I rang talktalk technical support following this to detail what had happened, and to confirm that I'd be staying on my existing Fibre 35 contract.

Re: Fibre 35 - Lost phone and DSL service overnight

Chris-TalkTalk — Wed, 06 Sep 2023 13:08:11 GMT

OK thanks, I'll check with our provisioning team and let you know when I receive an update

Chris

Re: Fibre 35 - Lost phone and DSL service overnight

Chris-TalkTalk — Wed, 06 Sep 2023 14:36:31 GMT

Hi bassplayerchris.

I've received an update from our provisioning team. The cease is linked to the cancelled Future Fibre order. Unfortunately when the Future Fibre order was cancelled the FTTC cease wasn't cancelled which is why the service is now ceased

I'm really sorry about this. The provisioning team have recommended raising this as a complaint as it's probably the best way to get your service restored. Apologies again for any inconvenience

Chris

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Wed, 06 Sep 2023 14:42:53 GMT

Hi Chris -

Thanks for that, really appreciate the time you took to look into this form me. I presume by raising a complaint you mean go via this procedure here?:

https://community.talktalk.co.uk/t5/Articles/Raising-a-complaint/ta-p/2204670

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Wed, 06 Sep 2023 23:10:26 GMT

Spent a few hours on the chat today being passed around between technical support and retentions, I managed to raise a complaint although the phone call has been scheduled by TalkTalk for the 12th, rather than 24-72 hours I was told by support.

Retentions seemed to think there was nothing they can do to expediate the restoration of my service until I speak to the complaints manager and offered me £30 towards the cost of a dongle for a month.

Re: Fibre 35 - Lost phone and DSL service overnight

Chris-TalkTalk — Thu, 07 Sep 2023 09:04:32 GMT

Hi Chris,

No problem, happy to help 🙂

I'm just checking to see if there's anything we can do to expedite this. I'll let you know when I have any more information

Chris

Re: Fibre 35 - Lost phone and DSL service overnight

Chris-TalkTalk — Mon, 11 Sep 2023 10:00:17 GMT

Hi Chris,

Just a quick update. Our provisioning team have said the best course of action would be for the Complaints agent when they call you, to put you through to sales, they can then place a new order for the service. They've made provision to keep your telephone number. Apologies again for any inconvenience

Chris

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Mon, 11 Sep 2023 10:12:36 GMT

Thank you Chris - all your help is much appreciated.

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Tue, 12 Sep 2023 17:24:19 GMT

Was put through to the sales team by the complaints manager, they said they would place a new order but I would then have to contact retentions to get my old number returned once my service went live, and talk to the loyalty department about getting the same cost for my contract again only once my service went live.

Re: Fibre 35 - Lost phone and DSL service overnight

Karl-TalkTalk — Wed, 13 Sep 2023 05:34:44 GMT

The sales teams are correct, the other teams such as Loyalty etc, can do little until there is a live account for them to access.

Karl.

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Mon, 25 Sep 2023 19:11:31 GMT

Anyway, my service is back, have been told loyalty can't do anything about putting me back on my previous tariff until 30 days are up, and in the meantime they have given me a one time credit, which is fair enough.

Still waiting for my number to be restored -- the last update was that a customer service manager would phone me and speak to me - although I haven't got an SMS with date and time like I have done previously.

Re: Fibre 35 - Lost phone and DSL service overnight

Arne-TalkTalk — Thu, 28 Sep 2023 08:03:14 GMT

Let us know what happens after the call.

Re: Fibre 35 - Lost phone and DSL service overnight

bassplayerchris — Sat, 30 Sep 2023 17:01:44 GMT

Hi -

The escalation manager was from the customer loyalty team and they hadn't heard of the possibility of porting a previous number across to the new service. They've promised to talk to the provisioning team and give me a call back on Monday, but also mentioned 'but perhaps it's not possible and so you'd be due compensation' and so I fear the conversation not going towards the resolution I want.

Re: Fibre 35 - Lost phone and DSL service overnight

Arne-TalkTalk — Mon, 02 Oct 2023 06:33:36 GMT

Keep us updated.