topic Re: Lost connection in Full Fibre

Lost connection

ming417 — Thu, 29 Aug 2024 14:46:39 GMT

Hi everyone,
I've been without internet for more than 36 hours now, and I'm at my wits end.
Here's a brief recap of my situation:
* Yesterday morning: Lost internet connection.
* Contacted TalkTalk via chat: Initially told I was not eligible for support as a full-fibre customer.
* Received a call later: Informed of technical issues and promised a fix within hours.
* No fix: Contacted TalkTalk again via Twitter.
* Informed service had ceased: Asked to chat with migration team.
* Promised a call: No call received.
* Called the provided number: Waited 30 minutes for someone to answer, but was only greeted with music. (This was a paid call)
* Tried to file a complaint online: Was told I need to wait for a call to do so.
I've tried everything I can think of to get this issue resolved, but it seems like TalkTalk is completely unresponsive. I'm really concerned about the impact this is having on my work and personal life.
Has anyone else experienced similar problems? Any advice on how to get this resolved quickly would be greatly appreciated.

Re: Lost connection

ferguson — Thu, 29 Aug 2024 15:01:09 GMT

OK, this does seem like a poor state of affairs. Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team here can link your forum identity with your account and then wait for them to respond, hopefully tomorrow.

Re: Lost connection

ming417 — Thu, 29 Aug 2024 15:06:28 GMT

Hi Ferguson, updated the profile, thank you for reminding

Re: Lost connection

Chris-TalkTalk — Fri, 30 Aug 2024 06:30:54 GMT

Hi ming417,

I'm sorry about this but you would need to speak to the migration team again as we are unable to help via the Community. Could you give them another try

Thanks

Chris

Re: Lost connection

ming417 — Fri, 21 Feb 2025 11:27:54 GMT

Hi Chris, thank you for your suggestion, is there any way I can reach out the migration team actively?

Everyone asked me wait for a call that never comes, they also gave me the number (phone number removed as incorrect) that no one pick up and 03451720074 that cannot proceed with my phone number

I'm still waiting for the call that claimed within 30mins

Re: Lost connection

Chris-TalkTalk — Mon, 02 Sep 2024 12:16:27 GMT

Hi ming417,

Apologies for the delay, the post appears to have been picked up by our spam filter. How are you getting on?

Chris

Re: Lost connection

ming417 — Mon, 02 Sep 2024 12:30:15 GMT

Still the same, no internet

no one call me back

And no one answering call for full fibre customer

Re: Lost connection

Anonymous — Mon, 02 Sep 2024 12:39:50 GMT

Good afternoon,

I'm really sorry to hear this. Can I just confirm, was this a migration from Shell? Did the team advise why it was ceased? As soon as we confirm this I can try and escalate this to the correct team for you?

Thanks

Michelle

Re: Lost connection

ming417 — Mon, 02 Sep 2024 14:20:08 GMT

Hi, yes I'm migrated from Shell

The customer service on twitter said I was ceased so I was thinking is it related to the provider switch in mid September. But last Saturday I was notified by the new provider , they said it's cancelled because Talktalk said it was not authorized.

Since the rest of the online didn't talk about the ceased issue, even I tried to talk to the online chat I'm cancelling the service and they said it will take about a month, so I think it probably not the real case. It's frustrating and I have no way to confirm what is the real reason of the lost of connection.

Re: Lost connection

ming417 — Wed, 04 Sep 2024 15:26:21 GMT

Update:

Full fibre team called me finally, they said my account was shutdown

then redirected me to the sales team to try to create a new account for me and reconnect my network

but my account was ceased for 14 days because I was trying to switch provider (which talktalk said it's unauthorized and the switch request got cancelled)

The sales team redirected me to the customer service team to speed up the cancellation which I requested 4 days ago

and they redirected me to the cancellation team, but they said I didn't raise the cancellation request (but I got the confirmation email)

that means I have to wait another 14 days to see if I can have the network again