My broadband was disconnected

[yjiang]

My broadband service was disconnected at around 12:00AM today.

I cancelled my broadband service last month and today is the disconnected day for my cancellation. But I have changed my mind and cancelled the cancellation in the same day last month. 

My wife is working from home and can do nothing without broadband. Could you please help me reconnect my broadband. 

I contacted customer service but cannot reach anybody to talk, not very helpful. Could here someone help? Thanks!

[yjiang]

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@Arne-TalkTalk wrote:

Oh ok, City fibre only install full fibre for us.

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So my Fibre 65 should be connected through fibre connection instead of old phone line box. 

I am not sure whether Openreach engineer today disconnected my Fibre connection today. He just said Openreach did not provide full Fibre connection in my home and did some re-connection in my home's old phone line box and a hub cabinet not far away from my home. 

The issue is whether Openreach will connect my broadband through Fibre or old phone line. I am totally lost. 

[Arne-TalkTalk]

Oh ok, City fibre only install full fibre for us.

[yjiang]

Openreach engineer visited my home this morning.

But he said my current connection is to City Fiber instead of Openreach and reconnected broadband to another old box in my home (a phone connection box). The old connection box has Ethernet cable connection to the WiFi router (works fine before disconnection on 13 Jan). But the new box has phone line connection to WiFi router. 

I suspected that it can achieve Fibre 65 speed because it is through phone line. Anyway, I can only test the speed when the service is connected.

[Arne-TalkTalk]

Openreach have added a note saying the order has been delayed to the 29th

[yjiang]

I have returned old WiFi router through return package for moving home.

Still no service today. 

[Gliwmaeden2]

So keep the new one for the so-called home move and return the old one, @yjiang.

Hang onto your certificate of posting to track what you have sent.

@Arne-TalkTalk will be able to record that you are continuing as a customer and returned one router from the ceased service. But staff are not back on here before Monday now. 

[yjiang]

I received a new WiFi router for my moving home operation and also asked for WiFi router return. 

If I return two Routers (one for service cancellation and one for move home replacement), I have no WiFi router at all.

[yjiang]

Arne-TalkTalk:

Thanks for your information. I received package to ask me return my WiFi router yesterday for service cancellation. It seems that TalkTalk operation team is still continuing my service cancellation. Is there any way to stop such service cancellation process?

Should I return WiFi router?

Yun

[Arne-TalkTalk]

Hi yjiang

As new order had to be placed its the standard provisioning time for activation the go live date is the 27th, unfortunately there is no way to expedite the order.

Apologies again for the inconvienience caused by this. 

[Gliwmaeden2]

It is allocated AFTER resolution, @yjiang, and takes up to 30 days to show.

Please read Talktalk's article here:

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

Edit: we've re-escalated this a few times.  No idea why staff didn't reach it. But it sounds as though you have heard back from Talktalk by other channels now.

[yjiang]

My service disconnection is planned to be resolved on 29/01/2025, which are 16 days service disconnection. I am quite frustrated.  

Just searched ofcom and found the following regulation. It seems that I am entitled to get compensation £9.76 per each day without broadband service. 

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

[yjiang]

Is there any progress for this issue. It has been 4 days without Internet.

[Gliwmaeden2]

Please wait for staff to catch up with this thread, @yjiang.

Don't post further till you get a reply from staff. Each new post pushes it back a bit in the queue for attention.  It's probably now been delayed till tomorrow, I'm afraid. 

[yjiang]

Gliwmaeden2:

Many thanks! I just talked to TalkTalk's customer support and they can only resolve my issue as a case to move house to the same address. The expected date to have broadband is 27 Jan 2025. 

That is a nightmare without broadband for 2 weeks. I really need reconnect broadband service early. 

Yun

[Gliwmaeden2]

I'll re-escalate this in the hope that they pick this up today, but I think that the usual advice is that you will need to re-order. It can't simply be "plugged in again" as it were.

They will also have messed up your billing if you had a new contract and now they've ceased it, so I think I'll move this to the billing section for all these account issues to be looked into - assuming you are truly disconnected and it's not simply a fault [which would be bad enough!].

[yjiang]

Gliwmaeden2

Thanks!

I made phone call for my cancellation and cancel of my cancellation in the same day 17/12/2024. In the same day, I renewed my contract as well. Then on 19/12/2024, I got email that my new TalkTalk service was live. 

Is my issue known by proper team and in progress of being solved?

Yun

[Gliwmaeden2]

It usually takes several days to get set up again, @yjiang.

Obviously Talktalk didn't cancel the cancellation of your services. 

How did you communicate that time? Chat? Phone call.

Forum staff will pick up your post soon.