topic Re: Parents left without service in Full Fibre

Parents left without service

KathJamieson — Sat, 23 Dec 2023 13:11:16 GMT

Hi,

My elderly parents upgraded their service last week and it's gone terribly wrong.

They're now without the internet or a land line until the 6th of January!

They just need to be reconnected.

We're on the other side of the country and feel helpless.

Is there really nobody who can reconnect them until then?

Feels awful not having them connected and relying on old mobile phones. They're in the 80's. This isn't right, surely?

Re: Parents left without service

KeithFrench — Sat, 23 Dec 2023 13:34:19 GMT

All you can do at the moment is to try the Service Centre on 0345 172 0088. No one from TalkTalk will be on this forum until Wednesday now.

Re: Parents left without service

Anonymous — Wed, 27 Dec 2023 07:09:46 GMT

Good morning,

I'm really sorry to hear this. Can I just confirm, did you manage to contact our Faults Team directly since your last post?

Thanks

Michelle

Re: Parents left without service

KathJamieson — Sun, 31 Dec 2023 21:03:21 GMT

No. My parents haven't persued any further action.

Re: Parents left without service

Gliwmaeden2 — Sun, 31 Dec 2023 21:25:45 GMT

Staff will be back from Tuesday this week, @KathJamieson.

Chat is open Monday (9am - 6pm).

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Phone support only available for people already registered with accessibility needs, until Tuesday.

https://community.talktalk.co.uk/t5/Redirect-Articles/TalkTalk-s-accessibility-features/ta-p/2228441

Re: Parents left without service

Chris-TalkTalk — Tue, 02 Jan 2024 10:54:59 GMT

Hi Kath,

How are you getting on, has anything further happened since your last post?

Chris

Re: Parents left without service

KathJamieson — Tue, 02 Jan 2024 12:35:28 GMT

No, nothing.

They were told before Christmas an engineer wouldn't be available until the 6th.

My parents, not wanting to upset anyone or anything have left it at that.

Re: Parents left without service

Chris-TalkTalk — Tue, 02 Jan 2024 15:25:16 GMT

OK thanks. Could you add your parents name and account number to the private notes section of your community profile and we'll take a look at this for you

Chris

Re: Parents left without service

KathJamieson — Tue, 02 Jan 2024 15:44:45 GMT

I'd love to but they won't give me account number because they know I will "interfere".

I've left their names and land line number in my private notes. But their land line has been cut off too. But that's all the info I have. 🙈

Re: Parents left without service

Gliwmaeden2 — Tue, 02 Jan 2024 16:45:13 GMT

@KathJamieson, did your parents specifically ask for their phone number to be kept and VOIP with their order?

If it's not ordered together with the upgrade, it doesn't happen - and it all gets rather complicated finding a remedy.

Staff back on here tomorrow to follow up.

Re: Parents left without service

Chris-TalkTalk — Wed, 03 Jan 2024 11:58:08 GMT

Hi Kath,

I'm sorry but we really need confirmation that you have permission to act on behalf of the account holder.

Chris

Re: Parents left without service

KathJamieson — Wed, 03 Jan 2024 13:31:11 GMT

There was a problem with the installation and everything got very rushed, then Christmas happened and they were left with a box with wires poking out.

It's hard to describe as I live on the other side of the country and this is just what they tell me.

Re: Parents left without service

KathJamieson — Wed, 03 Jan 2024 13:32:20 GMT

I appreciate that.

I was just trying a stab in the dark to see if anyone could help.

Thanks.

Re: Parents left without service

Chris-TalkTalk — Wed, 03 Jan 2024 14:34:34 GMT

So just to confirm, your parents old service doesn't work at all now? There is no dial tone on the telephone line?

Chris

Re: Parents left without service

KathJamieson — Wed, 03 Jan 2024 15:12:33 GMT

Not as far as I know. But I'm not 100%.

Re: Parents left without service

Chris-TalkTalk — Wed, 03 Jan 2024 15:47:04 GMT

It's probably worth asking them to check if the old service still works as they may not have ceased it as there's a delay with the new service

Chris

Re: Parents left without service

KathJamieson — Wed, 03 Jan 2024 18:13:37 GMT

I'll ask tomorrow 👍🏻

Re: Parents left without service

KathJamieson — Fri, 05 Jan 2024 10:58:25 GMT

Parents said they have no landline at all. No dial tone. Nothing.

It was "cut off on the 20th of December and left with wire poking out of a box outside".

Re: Parents left without service

Debbie-TalkTalk — Fri, 05 Jan 2024 11:04:52 GMT

Hi KathJamieson

"I'd love to but they won't give me account number because they know I will "interfere".

I've left their names and land line number in my private notes. But their land line has been cut off too. But that's all the info I have"

Unfortunately we can only take a look if the account holder has asked for you to do so. As you have advised they wont provide you with the account holder then we will be unable to assist on the Community, sorry.

Thanks

Re: Parents left without service

KathJamieson — Fri, 05 Jan 2024 23:27:54 GMT

Parents called customer service this evening.

They have been told the earliest an engineer can come out and reconnect their landline is the 29th of January!

Honestly, it's a joke.

They can't believe it.