Complaining isn't getting me anywhere so I'll ask Santa for Internet.

[Charlotte19851]

So far I have about 30 phone calls TO Talk Talk, I have 6 phone calls FROM a so called Complaints Manager which total 10 hours plus of time on the phone, 3 Talk Talk accounts and I have ZERO Internet. (I have the call log as proof). I'm seriously thinking about putting a complaint into the ombudsman because I don't know how else to resolve this. I have a 1 year old that hasn't had TV for 30 days, help! Today is the cherry on the top of the cake they have actually charged me a month's Internet!!! For what??

I have had this complaint open for 30+ days (which seems to have been closed as I've ceased to get calls of texts about this) CMP-784767 or 789963 and I'm still in the same situation as the 6th of November.

[Philile-TT]

Hi @Charlotte19851 just to confirm you are currently experiencing issues with your services? 

[Charlotte19851]

Finally got Internet at the begining of this year after 3 months and now .....we have a whopping 510kbps.

Rang up to cancel and they've managed to get the speed up to 3.2mbps. Wow. 

Been on the phone for hours and keep being passed between two departments, one to fix the problem the one tries to upgrade to 65 (which I can't get because they've tried several times) so they pass me back to the department that tries to fix the line... Which doesn't work so they pass me to cancellations who try to put me on 65...which I've said again and again I can't get. So they pass me to the department to fix the line... 

I just want to cancel but not pay the fees. Someone is calling me back in 7 days to try and upgrade me to 65.??? 

Can anyone help me on here? 

[Arne-TalkTalk]

Hi Charlotte19851

The order is showing as completed. 

Has the service gone live?

[Charlotte19851]

Hi Arne, 

I've received a text on the 9th of December saying saying an engineer will be at he property on the 23rd, then after that, the same day I received a text saying the engineer isn't required and my Internet will go live on the 23rd. Also I haven't received anything from Open reach regarding this Engineer. The order may well specifically state that an engineer is needed but previously I received a text on the 25th of November for an engineer that was arriving on the 2nd of December. Who arrived, said 'he was the wrong engineer' left without doing anything then on the 3rd I received a text saying 'Alex' (said engineer) has 'connected your service.' which he had definatly not. 

Also, no ones contacted me regarding my complaint since the 6th of December, previously they had been contacting me either by text or by phone call every few days?

It's like the left hand doesn't know what the right hands doing!! 

[Arne-TalkTalk]

The order specifically states no master socket and engineer required, when the engineer tests from the exchange they will know they need to go to the property to complete the install 

[Gliwmaeden2]

@Charlotte19851, I think I'll move this to the billing section if it's a problem with address details etc.

That needs sorting out before anything else!

[Gliwmaeden2]

If you take a look at the compensation link, it also covers delays to the start of a service, @Charlotte19851.

[Charlotte19851]

Thanks Gliwmaeden2, have updated the info. 

Haven't had total loss of service because service never started. I don't even have a master socket in my home they're emailing me to say I don't need an engineer and my service will go live on the 23rd but that's physically impossible. 

I think they're trying to take over another line which isn't to my address, again. They've done an address change because they think the address is somehow wrong but I'm getting the same messages.  

[Gliwmaeden2]

@Charlotte19851, keep the Direct Debit in place. 

When you have total loss of service, once it's resolved, the automatic compensation scheme should kick in. It's described here:

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

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