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!

[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.