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?

[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.