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]

OK thanks 🙂

[yjiang]

Chris:

Thanks! I have raised another post about compensation in https://community.talktalk.co.uk/t5/Billing/About-compensation-for-my-broadband-disconnection/m-p/30.... 

[Chris-TalkTalk]

Hi yjiang,

I can see that Gliwmaeden2 has pointed you in the right direction. If you have any further questions about billing/compensation, could you raise them in the billing section and we'll be happy to help

Thanks

Chris

[Gliwmaeden2]

It's explained here, @yjiang:

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

It takes up to 30 days after resolution of the issue. You'll see we discussed this issue back on 18/01.

It's not worth trying to chase it up unless you have not heard from them after that time. They will send you an email too.

[yjiang]

Since my service has been disconnected for 23 days, there should be some compensation. When will the compensation be added into my billing? 

[Chris-TalkTalk]

Glad to hear that your service has been restored, apologies for any inconvenience

Chris

[yjiang]

Today Openreach engineer visited my home and reconnect broadband service outside my home. I finally got broadband service. It has been 23 days broadband service disconnection. 

[Michelle-TalkTalk]

Morning,

Thanks for confirming. This socket does have a test socket. Have you also tried connecting the router to the test socket with a microfilter to see if this works?

Michelle

[yjiang]

My Openreach socket is NTE 5C MK 4. 

[Michelle-TalkTalk]

Hi,

Ok, does the Openreach socket have a test socket?

Your guide to main phone sockets - TalkTalk Help & Support

Michelle

[yjiang]

No. I tried connection to both FTTC box and Openreach old phone box, neither provided Internet access. In addition, landline telephone  connected to openreach phone box worked and can make phone call. 

[Michelle-TalkTalk]

Hello,

Does the connection work if you connect the router at the openreach main socket?

Michelle

[Michelle-TalkTalk]

Hello,

Thanks for confirming and for the update. I've also asked my team to check to see if they can see any issues on our side so I'll post back here as soon as I receive an update.

Michelle

[yjiang]

No, has never worked. My WiFi router is shown as below picture. It is the one shipped to me for home moving. 

I have ordered TalkTalk engineer visiting tomorrow 

[Michelle-TalkTalk]

Hello,

I'm just looking into the FTTP connection now. Has it never worked since the engineer fitted the ONT box? Which router do you have please? Is it the Wifi hub or an eero?

Michelle

[yjiang]

No. I have only one router. The issue is that service LED on the black box is off shown as in the attached photo. 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. The line test is clear. Do you have a different router that you can test with please?

Michelle

[yjiang]

I just tested landline and I can make phone call properly.

[Chris-TalkTalk]

Thanks. Does your TalkTalk landline telephone service work, is there a dial tone?

Chris

[yjiang]

I just updated landline phone number. My new contract renewal changed my landline number silently. It is really ridiculous.

Yun