topic Re: No internet for almost a month - Very Angry!!! in Full Fibre

No internet for almost a month - Very Angry!!!

xrbrx — Sat, 22 Feb 2025 20:15:27 GMT

I have had no internet service since 29/1/25

router flashing orange constantly. At first i was told a new router required, arrived 4 days later, swapped out with old router, still same issue.

the following 3 weeks have been a stream of live chats/phone calls, where im told its a fibre issue, the engineers from city fibre ( 3 separate visits!!) state its a talktalk issue. So someone is lying to me or both are inept at their job

Every call i do the same checks, reboots, fixes, nothing changes , i’m trapped in an endless deja vu cycle

i have a formal complaint open, was due to receive a call from Sinen Halanh Ngubane today, did they call?? Of course not, another stellar example of the sheer incompetence being displayed.

I have had to pay for mobile data been unable to work from home, so had to make unplanned trips into the office. I will be expecting to be compensated for this & will also be prioritising finding a new provider.

Posting this as a last gasp attempt to get my issue resolved. I cannot begin to express the sheer anger, frustration, and utter sense of defeat i am currently feeling trying to deal with customer service on this.

Re: No internet for almost a month - Very Angry!!!

fr8ys — Sat, 22 Feb 2025 20:26:28 GMT

Hi,

I can feel your frustration but, just to manage your expectations Staff here cannot intervene if you have an official complaint open.

When they are back next week, they will be able to contact the CEOs office and request they contact you.

I'll escalate this for you in the meantime.

Re: No internet for almost a month - Very Angry!!!

xrbrx — Sat, 22 Feb 2025 20:27:20 GMT

Thank you!

Re: No internet for almost a month - Very Angry!!!

Chris-TalkTalk — Mon, 24 Feb 2025 09:08:21 GMT

Hi xrbrx,

Has anyone been in contact with you since your last post?

Chris

Re: No internet for almost a month - Very Angry!!!

xrbrx — Mon, 24 Feb 2025 09:44:57 GMT

hi no response as of yet

Re: No internet for almost a month - Very Angry!!!

Chris-TalkTalk — Mon, 24 Feb 2025 10:40:44 GMT

OK thanks. Which lights are currently on, on your ONT?

Chris

Re: No internet for almost a month - Very Angry!!!

xrbrx — Mon, 24 Feb 2025 10:44:57 GMT

Power, broadband, service are all solid green. Ethernet goes from solid green for a while then off, and then on again

a new ONT box was installed last week.

router is amber flashin constantly. Its a new router, checked multiple ethernet cables.

Re: No internet for almost a month - Very Angry!!!

Chris-TalkTalk — Mon, 24 Feb 2025 11:37:47 GMT

OK thanks. I'll pass this to our complaints team to see if someone can give you a call with an update

Chris

Re: No internet for almost a month - Very Angry!!!

xrbrx — Mon, 24 Feb 2025 12:13:22 GMT

Thank you, please do. I really cant take much more of this

Re: No internet for almost a month - Very Angry!!!

Chris-TalkTalk — Mon, 24 Feb 2025 12:24:10 GMT

No problem, I've sent a request to have someone contact you

Chris

Re: No internet for almost a month - Very Angry!!!

xrbrx — Mon, 24 Feb 2025 16:10:27 GMT

No call as of yet. Any indication when this will take place?

Re: No internet for almost a month - Very Angry!!!

xrbrx — Mon, 24 Feb 2025 18:26:25 GMT

What a surprise. No phone call.

I really dont have the vocabulary to properly express my utter contempt for your company.

Re: No internet for almost a month - Very Angry!!!

xrbrx — Tue, 25 Feb 2025 07:16:54 GMT

according to this chap on the livechat last night. I will be called today between 4-6 and my issues will be solved by 6pm. Lets hope so!

Re: No internet for almost a month - Very Angry!!!

Chris-TalkTalk — Tue, 25 Feb 2025 08:34:50 GMT

Please let us know how you get on

Chris

Re: No internet for almost a month - Very Angry!!!

xrbrx — Tue, 25 Feb 2025 19:12:52 GMT

No phone call, still no service

had a text to say that i will be called in 2 working days from an executive complaint manager

Re: No internet for almost a month - Very Angry!!!

Chris-TalkTalk — Wed, 26 Feb 2025 07:08:34 GMT

Hi xrbrx,

Yes, I raised this to our CEO's Office and can see that it's now been allocated to a complaint manager. I'm sorry this is taking so long but hopefully it will be resolved soon

Chris

Re: No internet for almost a month - Very Angry!!!

xrbrx — Thu, 27 Feb 2025 18:29:47 GMT

No phonecall either yesterday or today , still no service.

genuinely dont know what i can so anymore.

Nothing surprises me anymore about how empty each promise made is. Truly you are beyond inept and have managed to offer what may be the worst attempt at customer service i have ever experienced.

Re: No internet for almost a month - Very Angry!!!

Anonymous — Thu, 27 Feb 2025 20:05:18 GMT

@xrbrx wrote:
No phonecall either yesterday or today , still no service.
genuinely dont know what i can so anymore.
Nothing surprises me anymore about how empty each promise made is. Truly you are beyond inept and have managed to offer what may be the worst attempt at customer service i have ever experienced .

"Inept" really?

You were told 16 posts ago (quoted below) "Staff here cannot intervene if you have an official complaint open" and having explained that to you and them being in a position where they could have simply stopped answering your posts they have tried their best to help you its obviously not the staff here who are inept its those who didn't contract you, i think they deserve an apology.

"I can feel your frustration but, just to manage your expectations Staff here cannot intervene if you have an official complaint open.

When they are back next week, they will be able to contact the CEOs office and request they contact you.

I'll escalate this for you in the meantime"

Re: No internet for almost a month - Very Angry!!!

xrbrx — Thu, 27 Feb 2025 20:33:46 GMT

Yes and they can pass on the above message to the people who have failed to contact me.

please refrain from interfering with passive aggressive comments. Its not appreciated

Re: No internet for almost a month - Very Angry!!!

Anonymous — Thu, 27 Feb 2025 21:12:45 GMT

@xrbrx wrote:
Yes and they can pass on the above message to the people who have failed to contact me.
please refrain from interfering with passive aggressive comments. Its not appreciated

They have told you several times they have done that its not their fault the people they passed the messages to have not contacted you, please don't be so rude to people trying to help you and as i said you owe them an apology.