FTTC line disconnected without my consent and no communication about Full Fibre installation

[dditsova]

I have had a horrible time with customer service in the past week. On Friday my internet stopped working with my router flashing orange. I tried troubleshooting and could not fix it in the morning so I tried contacting TalkTalk customer service via LiveChat and asking for help. I was redirected 5-6 times between departments until someone told me it was OpenReach work done in my area and said it would be fixed that night. The next morning no such fix had happened so I tried again to communicate with customer service about what the problem was. I was told that my FTTC (copper line) was disconnected despite me explicitly requesting this to not happen last month when I recontracted and I have chat log evidence of confirmation that this would not happen until an engineer came to install Full Fibre in my flat. 

I was given reassurance by the TalkTalk employee on Saturday (29th) that in 72h I would have an e-mail with an engineer appointment to have my Full Fibre installed this week because someone had clearly made a mistake, disconnected my copper line and it couldn't be reconnected. Those 72h have now passed and I still have no information on how my internet problem will be solved. Could someone help me with sorting this or should I consider looking into other options?

[Chris-TalkTalk]

Thanks. So have you been given a new date for the Future Fibre installation?

Chris

[dditsova]

Apologies, I had added it to the Location section. It is in the private notes now. 

[Chris-TalkTalk]

Sorry but I can't see the information, could you please check it 

Thanks

Chris

[dditsova]

I have added the information.

[Chris-TalkTalk]

Could you just add your current address to the private notes section of your community profile, and let me know when you've done this 

Thanks

Chris

[dditsova]

No, I have not received any elaboration about my copper line. Last week I was told it was automatic and that they can't reconnected but was not given a reason why it cannot be reconnected. I have given up at this point I guess. I think I would lose my mind. If anyone can give me a proper explanation why I cannot simply be reconnected, I will be grateful. I still do not have internet by the way and the appointment I was given for installation of full fibre is at the end of the month so I sure hope I get a compensation for all this time I have spent without internet I am contracted to have but don't  🙂

[Chris-TalkTalk]

Hi dditsova,

Have you heard anything further since your last post?

Chris

[Gliwmaeden2]

@dditsova, there won't be a reply from staff before Monday now. 

[dditsova]

Any reply to why my copper line was disconnected and not can't be reconnected? 

[dditsova]

Hello, I received a call today explaining there was an address disparity on my account and my FTTP line was registered to my old address for some reason, which then resulted in this whole horrible chain of events. I set up a new contract for a FullFibre at my correct address with your Sales team and am awaiting confirmation that this order has happened and for my welcome package. Not sure when this is supposed to arrive. I had to do this under a different e-mail for some reason? I was given an installation date at the end of the month, so I will remain without internet for the foreseeable future. What I do not understand it why was my copper line disconnected without informing me and why can it not be reconnected? Sounds like a breach of contract to me, as I have a contract until 2027 for the Fibre 65 copper line and I didn't cancel it myself? Have the cables been pulled from the ground??? If it comes down to a fee to be paid, I am happy to pay it if it's not outrageous. No one has explained to me why I cannot continue using my copper line when it was perfectly functional last Thursday??? I would love some details on the matter.

[Chris-TalkTalk]

Hi dditsova,

I'm sorry about this, have you heard anything further since your last post?

Chris

[Gliwmaeden2]

It sadly looks like this issue has not been reached by staff today, @dditsova.

Please wait for them to follow up during the day tomorrow. I'll re-escalate this thread in case for some reason it got overlooked in the workflow. 

[dditsova]

I just want some communication from customer service regarding what the hell is happening. I tried live chatting again, not to be told to just wait for the rest of the day. I asked if they directly communicated with City fibre on the matter, only to be told they don't do that and that I need to call. That is the opposite of what it says on CityFibre's website. I asked for a phone number if that was the case, only to be given TalkTalk's customer service number. Absolute circus. Never had I had issues like this with any services.

[Gliwmaeden2]

If they are wasting time with a no show engineer and not notifying you as to why they might be running late, they'll owe you compensation, @dditsova.

It takes up to 30 days to show:

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

[dditsova]

Called customer service yesterday. I was reassured that an engineer was booked for me to arrive between 8am and 1pm. Only verbal confirmation, no SMS or e-mail. Double checked with an agent on the text live chat this morning, just in case. Have been waiting all morning. It's now almost 2 pm, I have received no updates and I'm starting to think I am remaining internet-less for a long while still. Not sure whether to cry or laugh. 

[Divsec]

Hi @dditsova your post has been escalated and you should hear soon.