topic Re: No connection after go live date in Full Fibre

No connection after go live date

santh — Tue, 05 Nov 2024 00:09:49 GMT

I have crossed my go live date but I didn't get the connection yet.

I have tried all the steps the tech team has recommended, no luck. I have switched off the ONT and tried connecting back after an hour, reset the Eero etc...

The app finds the eero, then it is connecting to internet, after loading for a while, then it fails at external ip address.

I have already spent day with chat and tech team call.

NEED SOME HELP DESPERATELY.

Re: No connection after go live date

Debbie-TalkTalk — Tue, 05 Nov 2024 07:23:08 GMT

Hi santh

I'm really sorry to hear this.

Please can you add your TalkTalk account number to the Private Notes section of your Community Profile, I can then take a look at this for you.

Thanks

Debbie

Re: No connection after go live date

santh — Tue, 05 Nov 2024 08:14:22 GMT

I have added my account number in Talk Talk number section

Thanks in advance

Re: No connection after go live date

Debbie-TalkTalk — Tue, 05 Nov 2024 08:19:04 GMT

Hi @santh

Thank you. The line test has been completed and Openreach have advised - Please check that the ONT is plugged in and switched on before submitting a trouble report.

The next step following these checks will be an Openreach engineer visit to the property.

Thanks again.

Debbie

Re: No connection after go live date

santh — Tue, 05 Nov 2024 08:41:02 GMT

ONT is plugged in and switched ON. One of tech team did the same test yesterday, said all looks good on their side and Open reach side is good as well. It is not confusing.

Im worried now, as I am spending 20 GBP every 2 days on data packs for work. Can I have some quick solution.

When I check my account, go live status is still pending

Re: No connection after go live date

Debbie-TalkTalk — Tue, 05 Nov 2024 09:11:30 GMT

Hi @santh

I've checked with our order management team and the orders have fully completed.

Please can you provide your availability for an engineer visit AM and PM? I can then book the first available visit for you.

Thanks

Re: No connection after go live date

santh — Tue, 05 Nov 2024 09:16:59 GMT

AM is fine

Re: No connection after go live date

santh — Tue, 05 Nov 2024 09:32:47 GMT

Any earliest appointment is fine with me no matter it's AM or PM

Re: No connection after go live date

Debbie-TalkTalk — Tue, 05 Nov 2024 09:45:00 GMT

Hi santh

I've arranged the Openreach engineer visit for tomorrow 06/11 AM (8am - 1pm)

Please let us know how you get on following this visit.

Thanks

Debbie

Re: No connection after go live date

Debbie-TalkTalk — Wed, 06 Nov 2024 13:08:20 GMT

Hi @santh

Openreach have now closed the fault as resolved.

Is everything working ok now?

Re: No connection after go live date

Debbie-TalkTalk — Thu, 07 Nov 2024 08:04:04 GMT

Hi @santh

Has the fault been resolved?

Re: No connection after go live date

santh — Thu, 07 Nov 2024 10:39:25 GMT

Hi Debbie - the issue has been resolved. Thank you.

Will there be any compensation for delayed connection live. As I have spent on the data packs during this issue.

Re: No connection after go live date

Anonymous — Thu, 07 Nov 2024 10:41:53 GMT

Morning,

I'm glad to hear this and thanks for confirming. I've included our auto compensation policy below.

About your auto compensation credit - TalkTalk Help & Support

Thanks

Michelle

Re: No connection after go live date

Gina29 — Fri, 08 Nov 2024 01:01:57 GMT

I’m having the same problem at whitts end haven’t a clue what to do how frustrating

Re: No connection after go live date

Chris-TalkTalk — Fri, 08 Nov 2024 07:26:08 GMT

Hi Gina29,

If you need assistance can you please start your own thread/topic in the appropriate support section Help with your service - TalkTalk Help & Support

Thanks

Chris

Re: No connection after go live date

santh — Wed, 25 Dec 2024 00:10:59 GMT

Hi @Chris-TalkTalk @Anonymous @Debbie-TalkTalk ,

I read thru the compensation policy, as per the same, I am entitled to get compensation for delayed connection, but I haven't received it. Can you check?

Re: No connection after go live date

Gliwmaeden2 — Wed, 25 Dec 2024 02:33:13 GMT

You might be better starting a new topic for the compensation issue in the billing section of the forum, @santh.

Bear in mind that there is less cover than usual over the festive period, so it may take a while to get a reply from staff.

Re: No connection after go live date

Arne-TalkTalk — Mon, 30 Dec 2024 09:34:38 GMT

Hi santh

I have asked the Auto compensation team to investigate,

Once the investigation is complete you will receive an SMS/Email.

Regards