Broadband down - urgent: daughter doing A level study for exams next week!

[Frustrated24]

Hello - my broadband is fully down and my normal TalkTalk login isn''t working.

My daughter is doing her A level study so this is urgent!

Can someone please check my line for me?

There was an Openreach guy working on the connection box yesterday and he must have bumped a wire loose or something!

I think what will be needed is for another Openreach guy to come out and fix whatever the other guy broke...

Info should be correct on my profile.

Many thanks

[ferguson]

Hmm, the only party that could have sent a initiated a stop order other than you was Sky. They are wriggling out of their responsibility. 

[Frustrated24]

OK - I spoke with a senior person at Sky and I now understand the true situation.

The 26th May was a *provisional* start date for the new service and TalkTalk had in advance sent a stop order to Openreach for the 26th May!

This is how it works - only TalkTalk could send a stop order to Openreach. Sky would not be able to send a stop order to Openreach to stop the service of another provider! They can only tell them when to start service - and this date was and still is unknown, so they have not yet sent such an order.

We now have no landline and no broadband service - and this is all down to TalkTalk!

I am surprised more people don't take legal action against this company - I don't  understand how they manage to get away with service like this.

Please confirm that, given that I have no service, I am not being billed!

[Frustrated24]

In the order process there was a box to tick regarding keeping the number I am sure, but I definitely would never have arranged a cancellation with TalkTalk as it would leave me with no broadband service as is the current situation...

By the way as my service has been cut off as of last Wednesday, am I currently being billed for the connection I previously had?

[ferguson]

Was there any part of the order process with Sky where you were asked if you were switching from another provider, wanted to keep your existing number, or similar? Did you independently arrange a cancellation with TalkTalk? 

[Frustrated24]

An order has been placed, but I have not paid them any money and there is not a start date as to when they will provide services.

They cannot do anything as I am not a client of theirs - I am not paying them for any services. 

Therefore they cannot raise any tickets with openreach.

Again the reason for there being no stat date is that Openreach is overwhelmed and is massively behind schedule on a number of such new connection jobs.

You say that there is a cease order.

What is the date of the cease order and who placed the order?

Can you provide me with some evidence that I can relate/show to Sky so I can prove to them that they put the cease order in place?

This could be emailed to the email address you have for me.

The last time a cease order appeared Sky denied that they had placed it, which had to be wrong.

[Chris-TalkTalk]

There is a cease order, I can see the cease order and the diagnostic system that I mentioned earlier, clearly shows that you are now on an ADSL (LLU) circuit. I suspect the colleague in retentions that you spoke to earlier just checked the billing system that still shows that you are on Fibre.

I can understand that you're not currently a customer of Sky's but are you saying that you've not placed an order with them yet?

Chris

[Frustrated24]

I just cannot believe this. 

Sky say I am not a client of theirs so they can't do anything, and that also they did not put a cease order on the account, so cannot stop it. (Apart from the 26th May one which was reversed by the talktalk retention team).

There is no specific date when the new service from Sky will start as this boils down to Openreach who are overwhelmed with work.

It could easily be months from now.

The last time this happened I spoke to the TalkTalk retention team, who were able to remove the cease order. They could see a cease order.

Now Amir on the retention team says there is no cease order and I have active service.

Why does one part of TalkTalk say there is no cease order and that I have an active account, and another department say there is a cease order and I have been disconnected?

What am I suppose to do?

Start up a new contract with yet another provider who is not Sky or TalkTalk???

I am not a client of Sky - I am not paying them any money - they can't do anything.

Can you please contact your retention team and ask them if there is a cease order?

It can't be true that I have an active account and also have been disconnected!!!!!

Unbelievable.  Can you not see how crazy this is??

[Chris-TalkTalk]

I'm sorry about this but it's as I suspected, our Order Management team have confirmed that your fibre service has been ceased. You do currently have LLU but this is also to be ceased and the cease date has actually passed but has been delayed due to an issue with Openreach, this could cease at anytime and unfortunately there is nothing that we can do from our end to stop it. The order management team have advised that your really need to speak to your new provider and ask them what the status of the cease is on there records and if they can stop it

Chris

[Chris-TalkTalk]

It will help as it will clarify what action needs to be taken next. I just need to make sure that sending an engineer is what's required to resolve the problem, If it is then I'll arrange the engineer visit

Chris

[Frustrated24]

OK - it is good to clarify this, but it won't help get me reconnected.  It will just be a matter of setting your records straight.

I don't see why you are refusing to send out an engineer!

[Chris-TalkTalk]

The billing system shows you are still on Fibre but the system that we use for line diagnostics is showing that you're on an ADSL circuit, I'll escalate it to our order management team for clarification

Chris

[Frustrated24]

Chris 

The fibre service has not been ceased!!! I just had this confirmed by Amir in retention - please call him to confirm!

There was previously an erroneous cease order back in May.  This must be what you are seeing.  

This has been dealt with and I have been fully reinstated as a full talktalk customer.

We had 100% fully working broadband after that point and up until a week ago until the openreach engineer visited

There is no way that exactly after the openreach engineer left, someone cancelled my fibre broadband and switched me to ADSL!

Sorry but this is just common sense, right?  it would be an unbelievable coincidence that such a thing would happen.

The simplest explanation is that the openreach guy came out and bumped a wire when he was messing around with the junction box and with our underground tube that contains the broadband connection.

The guy even said that there was a chance that I would get disconnected when he was trying to check for blockages!!!

And then it happened, and now you are telling me that the explanation is that exactly after the engineer left, someone changed us from fibre to ADSL??

Please JUST SEND AN ENGINEER OUT!!!

I want this escalated!!  It is getting ridiculous now!!

[Chris-TalkTalk]

Hi Frustrated24,

I'll ask our Order Management team to take a look at this as from what I can see your Fibre service seems to have been ceased although you may still have an ADSL service. I'll let you know when I receive an update - could I ask which service provider you are moving too?

Chris

[Frustrated24]

Can someone please respond to me? I have had no broadband for a week and have had this ongoing pingpong conversation with Chris that has lasted for days - and nothing is getting done!  I am wasting a huge amount of time here and the issue is this:
* An openreach engineer accidentally disconnected our line a week ago today

* I can only go via TalkTalk to get another engineer out to fix the probem they caused

* Amir in retention has confirmed I definitely have an active contract

* i am paying for nothing right now

* I am getting seriously angry at this point!!!!

Please send an engineer ASAP!!!

[Frustrated24]

Chris - I am on with Amir from the retention team. He tells me my package is still active.

Can I please have an Openreach engineer out now?

I am seriously getting fed up now!

[Frustrated24]

Aaargh!! Seriously??

No, there is no set date when this new service will start - it could be months from now!!

They are having to build the infrastructure!!

This is ridiculous!! I have no contract with the new provider and you guys have cancelled me??

Then what was the guy doing when he supposedly booked an engineer to come out? The one that never showed up?

Please uncancel me!!

[Chris-TalkTalk]

OK thanks. I'm sorry about this but it looks as though your service may have already been ceased. So just to confirm, you haven't been told when you service will migrate to you new provider?

Chris

[Frustrated24]

Hi Chris yes the router is connected to the socket.  The lights that are on are two green ones: power and wireless (flashing green) and all the rest are dark.  Sorry Chris, but if there is a series of questions you could ask all at once could you please do that?  This forum Q&A process is taking a very long time!

[Chris-TalkTalk]

Hi Frustrated24,

Could you just confirm that your router is connected to the telephone socket at the moment and switched on. What colour is the light on the router?

Chris

[Frustrated24]

When will someone come out?