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!

[Chris-TalkTalk]

Hi yjiang,

Could you just check the telephone number in your community profile and confirm that it's your current TalkTalk landline telephone number

Chris

[yjiang]

The phone cable has been connected to ADSL socket on WiFi router. The other end of the phone line is connected to the broadband socket on TalkTalk phone box in my home

[Chris-TalkTalk]

Yes, could you connect the routers adsl port to the adsl/broadband port of your telephone socket and leave it there please. Could you let us know when you've done this

Thanks

Chris

[yjiang]

The router currently is connected to Ethernet port WAN and disconnected telephone port. But I have tried both yesterday and had no Internet access. If you like, I can connect telephone port to my phone box. 

[Chris-TalkTalk]

Hi yjiang,

Is your router currently connected to the telephone socket and switched on?

Chris

[yjiang]

My WiFi router still had no internet access. The service LED on the black box (connected to my WiFi router WAN port) is still off. I suspect that the Openreach engineer visited on Monday reconnect to my old phone box. 

I tried both connection to either FTTC box (WAN port on WiFi router) or old phone box (phone port connected to my WiFi router), neither has Internet access. The LED on WiFI router continue showing ambient light after flashing between ambient and white light.

[Arne-TalkTalk]

Your fibre is connected via the copper line also known as FTTC 

[yjiang]

---

@Arne-TalkTalk wrote:

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

---

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.