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Going live, not gone live

rappy30
Conversation Starter
Message 15 of 15

I moved house 5 days ago and my go live date in my new house was today.

I have received an email - your TalkTalk Fibre 65 is ready to go

Great news. Your Fibre 65 service is live in your new home - so you're just a few minutes away from a more powerful, reliable and faster broadband connection.

 

The problem is - it isn't.  I've gone through the full procedure including via the test socket a number of times but still an orange flashing light on the router and while the telephone has a dial tone no number is recognised.

 

This is all very frustrating because where we have moved to is a dead spot for mobile signal so I am not able to even make phone calls. So many things to do with house move that rely on internet.  I haven't even been able to organise home insurance because mobile signal is very bad.

 

Is anyone able to confirm that I have actually gone live?

 

Thanks for any help.

KenC
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14 REPLIES 14

Message 1 of 15

Hi Ken

 

Thank you and apologies again for this fault.

 

Debbie 🙂

rappy30
Conversation Starter
Message 2 of 15

Hi Debbie

Thank you for all your help.

I will certainly let you know how I get on.

 

Thanks

Ken

KenC

Message 3 of 15

Hi rappy30

 

Thanks for confirming your details.

 

I have arranged the engineer visit for tomorrow 04/11 PM (1pm - 6pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

Message 4 of 15

Hi rappy30

 

Ok I'm just sending you a Private Message to confirm some details.

 

Thanks

 

Debbie

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rappy30
Conversation Starter
Message 5 of 15

Yes Debbie.  Connected to the test socket

KenC

Message 6 of 15

Hi rappy30

 

Charges would only be applied if the fault was with your own equipment or internal wiring. If the fault is with the installation or Openreach maintained equipment then no charges would be applied.

 

Is your router, phone and filter connected at the test socket at the moment?

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rappy30
Conversation Starter
Message 7 of 15

Yes please Debbie. Will there be a charge for the engineers visit?

KenC
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Message 8 of 15

Hi rappy30

 

Thanks for updating your Community Profile.

 

I've completed a line test which has detected a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

 

Would you like me to arrange this visit for you on the Community.

 

Thanks

 

Debbie

rappy30
Conversation Starter
Message 9 of 15

Further to me dialling 17070.  I press 1 for 'ringback' but get no ringback.

Thanks for your help people.

KenC
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rappy30
Conversation Starter
Message 10 of 15

To Debbie:

I have added my 'newly assigned' landline number to my custom.profile.phone_number.

Is that what you asked me to do?

 

KenC

Message 11 of 15

Hi rappy30

 

Please can you add the telephone number showing in My Account to your Community Profile?

 

Thanks

 

Debbie

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rappy30
Conversation Starter
Message 12 of 15

I have dial tone.  When I dial a number in my phone book I get the 'whistling' tone followed by the message 'The number dialled has not been recognised'.
What a superb tip dialling 17070 was. Thanks Skynet.
The number read back is defined as 01***742125

The number TalkTalk assigned me and shown on My Account is 01***858956 which is quite different to the defined number.

'My Account' does not give any indication of a delay with my go live ?
The previous occupier's number was 01***670959.

Live chat wasn't available yesterday each time I tried and I cannot phone customer services because the mobile signal in this area is almost non-existant.

Sorry but I still need help.

KenC

Debbie-TalkTalk
Support Team
Message 13 of 15

Hi rappy30

 

I'm really sorry to hear this.

 

Can I just check, have you added the correct landline number to your Community Profile? (please do not post the number on this thread)

 

Thanks

 

Debbie

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Skynet_TX
Community Star
Message 14 of 15

Hi @rappy30,

 

When you say 'no number is recognised' what exactly do you mean. Are you able to dial out from the landline, if so can you call 17070 and see if it reads back your phone number.

 

The TalkTalk staff on this community will be able to help, they will hopefully be able to respond to this post tomorrow. You may get faster support from the live chat or calling customer services on 0345 172 0088 during opening hours.

 

If you log into 'My Account' does it give any indication of a delay with your go live ?