topic Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC in Full Fibre

TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRACT

Eggpie — Sat, 14 Sep 2024 20:06:42 GMT

I am on my knees praying that somebody can help me. Been with TalkTalk 15 years always had fibre 65 broadband and a copper connection for my phone line. We are home workers so need WiFi and kids need WiFi for their schoolwork. Out of the blue yesterday the broadband did not work. Spent 6 hours yesterday talking to robots in the Philippines who did not have a clue how to help me. Just got passed around different departments and then getting hung up on a few times. Another 3 hours this morning with absolute clueless staff at TalkTalk robots. Finally been told that because my street which was dug up two years ago by City Fibre and the street is now ready for full fibre TalkTalk have now cancelled my fttp broadband and cannot reconnect me because I have a copper connection for my phone. I am at my wits end dealing with TalkTalk and I am locked into a 2 year contract till June 2026. There are no uk call centres that can help me and I just get passed around the Philippines robots who are useless.

All I want is TalkTalk to reconnect my broadband and put it beck to how it was. Zero communication from TalkTalk warning me they would turn off my fro broadband they just went ahead and did it. How can we sort this car crash out ? Do I need to call TalkTalk and buy another broadband deal though I am locked in to fibre 65 and copper phone contract till June 2026 or can TalkTalk press a button and just switch it back on ?

The customer service is an absolute disgrace.

PLEASE PLEASE ANYBODY AT TALKTALK WHO CAN HELP A CUSTOMER OF OVER 15 YEARS

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

ferguson — Sat, 14 Sep 2024 20:39:47 GMT

I am struggling to understand what exactly has happened here, but the important thing seems to be that you have lost your service, is that right?

Unfortunately, the support team here won't be back online until Monday. Make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sat, 14 Sep 2024 20:59:13 GMT

Thank you I have updated my profile. I cannot describe how terrible the customer service is at TalkTalk. 9 hours solid over the last two days talking to robots who do not have a clue. Like a ping pong ball getting bounced from robot to robot. Do TalkTalk not have a uk based call centre with people who know how to treat clients and know what’s happening instead of reading off job cards and scripts. Why in gods name would TalkTalk cancel my broadband when I am locked into a contract until June 2026 without even telling me.? We are NHS workers who rely on WiFi to do our jobs. Our children need WiFi to do their course and homework yet TalkTalk have just destroyed all of this and all their staff do not know how to help or give any sensible reason why my fttp has been cancelled. I am stranded here banging my head against a wall with a company whose staff are absolutely clueless. Is there a uk based team who can help ? If so what’s there phone number please ? We need the WiFi turning back on immediately

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sat, 14 Sep 2024 21:21:40 GMT

Hello again Ferguson

yes the broadband was turned off yesterday without any warning at all. Our landline phone still works as normal. We are locked in to a fibre 65 and landline phone contract until

June 2026 yet TalkTalk do this to us without any warning and worst still the staff in the Philippines are clueless on how to help me or fix the issue or even tell me why they’ve done this. The final call today the lady said it’s because our street now has full fibre and because we have a copper landline they’ve switched off the fttp broadband ? Is this true ? We are beyond desperate for help we need the broadband on back working immediately. This is an emergency for our family and we have nowhere to turn.

you mention the support team not back until Monday so are you a uk based support team ? If so how do I call or contact you directly to sort this mess out. Me and my wife have already missed a day off work as we are without any internet because of TalkTalk causing this mess. I also have two children who cannot log on to homework.

do I call TalkTalk tomorrow and chance it with the Philippines staff to try and buy broadband from them somehow and keep my landline. I do not trust any of them to help me they are beyond useless.

thanks

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Gliwmaeden2 — Sat, 14 Sep 2024 22:22:32 GMT

You mention FTTP being switched off, but if you still have the copper landline, was this Full Fibre65 with copper left behind?

Or do you mean FTTC, which meant that the last bit to the house was copper, and fibre was only to the cabinet, both broadband and phone line using the last copper bit?

Normally if the phone line still functions that would mean it was just a broadband fault.

The whole scenario of being switched over to Full Fibre and switched off your Internet connection in such a random manner is precisely what is NOT meant to happen with any of the switch over.

You'd usually lose the landline first anyway....

Whatever the truth behind all this, @Eggpie, there's only support via Chat on Sunday. No phone lines before Monday, so you are safer trying to keep as calm as possible in this difficult situation and staff should reply during the day on Monday.

They start work any time after c 6.30am, so look out for their support any time after that.

If you have a complete loss of a service, once it's sorted, you should be awarded compensation automatically within 30 days of the resolution.

Please read:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sat, 14 Sep 2024 22:39:43 GMT

It says FTTP disconnected on my account and that’s what the Philippine robots told me also. I have never experienced such bad customer service ever……TalkTalk are god awful.

is there a uk call centre option ?

They have turned off my broadband but cannot help me or can tell me why or how they intend to fix their mess.

nhs workers who cannot log on to do their work plus our children can’t schoolwork as we have no WiFi.

TalkTalk have staff and support structure not fit for purpose it’s disgusting treatment of a client of over 15 years. 9 hours solid this morning and most of yesterday on the phone to a merry go round of a Philippine call centre talking to clueless robots.

how do you keep calm in situation like this TalkTalk are clueless and nobody can help me. We can put men on the moon but cannot press a button to reconnect the broadband that TalkTalk for some reason tuned me off. My contract for fibre 65 and the landline phone runs out June 2026

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Gliwmaeden2 — Sat, 14 Sep 2024 23:12:47 GMT

OK, so it is definitely already FTTP, but the broadband has suddenly ceased.

So you have logged into My Account.

Are there any other messages about being disconnected or other relevant information showing in there?

Yours must originally have been an upgrade from FTTC to Full Fibre 65 with copper left behind for phone calls. So currently FTTP, but copper phone line.

It's extremely important that you mention this to whoever you are talking to in this scenario, to distinguish it from a FTTC FIBRE 65 service as this is a crucial aspect, @Eggpie.

There is no call centre available on Sundays. Chat will be available.

You can check opening hours for both near the end of this page:

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

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 08:33:43 GMT

Hi again on my account main landing page it has my phone number and a drop down below that now saying

FTTP 449819 DISCONNECTED

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 09:26:07 GMT

Already been on to the chat help this morning with their agents and two hours later after communicating with 7 different agents not one of them can help me or had a clue to how to sort this mess out. How can a company like TalkTalk survive with support staff who cannot help me. 9 hours over the last two days and two hours and counting this morning just to get me reconnected. It’s an absolute disgrace. This is what happens when you close down uk call centres and give the work to robots in the Philippines who are clueless. NHS homeworkers and children doing exams who cannot do a thing without WiFi. Also our hot water and heating is controlled by WiFi. TalkTalk are an absolute disgrace their customer service is abhorrent. Get the uk call degrees back opened with staff who know what they are doing.

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 09:37:55 GMT

A chat agent has just told me this even though I am locked into the fibre 65 contract till June 2026

Alright! After carefully reviewing here on your account John, I can see that your FTTC Fibre 65 which is under copper line is active. However, your FTTP Fire 65 Data Only is disconnected. The FTTP service has been ceased, I'll need to Loyalrty Team in order to get service reinstated if you still require the service.

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 12:30:59 GMT

9am this morning till 13.20 this afternoon 11 agents and on a merry go round of departments still no help or no common sense from the Philippine robots.

TalkTalk admitted they have turned off my fibre 65 on Friday without warning but nobody cdn tell me why or how this happened. So according to them I need to wait 30 days cancel everything and sign up as a new account. I cannot believe how bad TalkTalk is this a disgrace we cannot wait 30 days without WiFi. Totally useless just get passed around robots and back to the same department to tell them the same story over again and the nightmare starts again. We have children in a house with no hot water or central heating and we are homeworkers who cannot get WiFi to log on all because use of TalkTalk god knows why out of the blue turning off our fibre 65 on Friday even though we are locked inti a contract till June 2026. Nobody within talk talk can help us. Five hours Friday 6 hours yesterday and four hours today explaining to robots in the Philippines what TalkTalk have done to us and nobody can help at all.

IS THERE ANYBODY IN HERE BASED IN THE UK WHO WORKS FOR TALKTALK READING THIS WHO CAN HELP ?? My wife is in tears and we are desperate for help. No uk call centre is a disgrace. How do I get out of this nightmare and WiFi working for our family again ?

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

ferguson — Sun, 15 Sep 2024 13:15:11 GMT

The support team here on the community are based in the UK and they will pick this up as soon as you can tomorrow. If, however, your FTTC service is still live can you connect to that in the meantime, via the master phone socket?

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 15:39:48 GMT

Thank you Ferguson it needs uk based staff to sort this car crash out.

how do I connect the router to the bt master socket to get WiFi ?

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Gliwmaeden2 — Sun, 15 Sep 2024 19:42:48 GMT

You'll need a microfilter, as the little plug bit of the router cable is a different shape from the phone bit that goes into the master socket, @Eggpie.

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

ferguson — Sun, 15 Sep 2024 15:50:24 GMT

If you have a master socket with a separate socket for broadband then connect the DSL cable there from the broadband socket on the router, usually grey. If you have a single phone socket then you will need a plugin microfilter to connect your phone and router cable using that.

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 16:29:10 GMT

Ok so I’ve got one of them so I plug one end into the by master socket and where does the orher end go into the talk talk router ? Is it the grey broadband port ?

thanks

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Sun, 15 Sep 2024 16:46:00 GMT

Tried that and no joy !

if the uk TalkTalk staff are back in tomorrow I am praying they read this thread.

nhs homeworkers who can’t log on to work plus two children who can’t log on do their schoolwork and since Friday we have had no hot water or central heating again this needs WiFi. 14 hours of phone calls and chatbot since Friday and still nothing no help at all from TalkTalk and still no explanation why they have switched off my fibre with no warning at all. What a disgrace how can you treat clients of over 15 years like this. They have dropped a bomb into our lives and we are stranded without WiFi and just on a merry go round of Philippines deportments and robots who do absolutely nothing to help and are clueless.

UK TALKTALK STAFF PLEASE HELP URGENTLY THIS IS AN EMERGENCY AND NEEDS SORTING IMMEDIATELY

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

ferguson — Sun, 15 Sep 2024 16:45:44 GMT

Are you using a DSL cable to connect? Have a look at the help article here:

https://community.talktalk.co.uk/t5/Articles/Set-up-your-Super-Router/ta-p/2205391

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Eggpie — Mon, 16 Sep 2024 08:39:03 GMT

Morning do I call TalkTalk and risk getting through to the Philippine call centres nightmare who will be of no help at all as usual or do I wait for a member of the uk team reading this post on the forum to step in and help ? Had to tell work for a third day running we cannot work from home today as we have no WiFi. This is an emergency can somebody come please advise urgently thank you

Re: TALKTALK HAVE CANCELLED MY FTTP BROADBAND WITHOUT TELLING ME - STILL GOT 2 YEARS LEFT ON CONTRAC

Gliwmaeden2 — Mon, 16 Sep 2024 08:43:14 GMT

@Eggpie, there is a queue, and staff are catching up from the weekend.

However, please wait.

Your posts are repeating the same information but getting you no further forward as the automatic workflow thinks it is a new thread.

Leave it alone and it will reach staff.

If you have the microfilter, yes, the grey lead goes into the broadband slot on the hub, same shape as the slot on the microfilter.