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Broadband help

For queries about your TalkTalk broadband service.

How do I talk to somebody at talktalk

pollygone
Team Player
Private Message TalkTalk
Message 33 of 33

My Internet connection stopped working on Tuesday so I went through the chat line procedure to try to get it back, after 4 hours of being passed backwards and forwards five times between technical and order management with technical saying it was an order management problem and order management saying it wasn't I gave up before my brain exploded. Can anyone tell me how to actually talk to talktalk and find out what is happening, I have tried phoning but as soon as I tell the bot it is a connection problem it directs me to the tech help chat line and hangs up. I am 70 years old and use my Internet to keep in touch with my family as I only have a small amount of mobile data allowance on my phone. If someone could help me I would be very grateful, thank you.

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32 REPLIES 32

pollygone
Team Player
Private Message TalkTalk
Message 21 of 33

Yes I can confirm that I wish to stay on FTTC and cancel the upgrade to FTTP. I shall contact talktalk when I am ready to upgrade. Thank you.

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Message 22 of 33

Our provisioning teat have confirm that your service has been ceased in error. There is an FTTP order due to complete on the 26th Nov but if you'd like the FTTC service to be restored rather than go ahead with the FTTP order then our provisioning team can escalate this. Could you just confirm that you would like the FTTC service restoring and the Future Fibre (FTTP) order cancelling

 

Chris

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pollygone
Team Player
Private Message TalkTalk
Message 23 of 33

Thank you Chris. 

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Message 24 of 33

No problem. I'm still waiting for a reply from our Provisioning team, I'll let you know as soon as I have any more information

 

Chris

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pollygone
Team Player
Private Message TalkTalk
Message 25 of 33

At last an answer as to why, thank you so much for helping me with this Chris it is much appreciated. I just want to stay on my current package until I am ready to upgrade.

Paul 

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Message 26 of 33

OK thanks. I think that your service may have been ceased because the upgrade order had been placed, but I'll check with our provisioning team and get back to you

 

Chris

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pollygone
Team Player
Private Message TalkTalk
Message 27 of 33

Yes that's correct everytime they give me a date I postpone it to a later one. I should be ready to upgrade late spring early summer next year.

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Message 28 of 33

OK thanks Paul. So did you get a date to upgrade but then cancelled?

Chris

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pollygone
Team Player
Private Message TalkTalk
Message 29 of 33

Not at the moment they keep pressuring me to change but it is not convenient for me at the moment I am reconfiguring my house and the access point will change but it is not ready yet.

Paul

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Message 30 of 33

OK thanks. Are you in the process upgrading to Future Fibre?

Chris

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pollygone
Team Player
Private Message TalkTalk
Message 31 of 33

Hi Chris, I am still on FTTC at the moment.

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Chris-TalkTalk
Support Team
Staff
Private Message
Message 32 of 33

Hi pollygone,

 

I'm sorry to hear that you're experiencing problems with your service. Could I just ask, do you currently have our FTTC service or Future Fibre (FTTP)?

 

Chris

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