For queries about your TalkTalk broadband service.
on 31-10-2024 12:00 PM
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.
3 hours ago
No problem, thanks 🙂
Chris, Community Team
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4 hours ago
Thanks Chris, I know you are doing your best which is much appreciated.
4 hours ago
I'm sorry about this, I know that it probably looks as though it should be easy to fix but it isn't. A number of things have to be changed on different systems by different departments. I'll let you know as soon as I have any more information
Chris
Chris, Community Team
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4 hours ago
Thanks Chris, I appreciate your efforts to get this sorted but I don't really understand why it should be so difficult.
Paul
8 hours ago
Hi pollygone,
Just a quick update to let you know that we are still trying to get this sorted, I'll let you know when I have any more information, sorry it's taking so long
Chris
Chris, Community Team
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Wednesday
No problem 🙂
Chris, Community Team
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Wednesday
Many thanks Chris, sorry to be a pain.
Wednesday
I'll find out what's going on and get back to you with the details
Chris
Chris, Community Team
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Monday
Hi Chris, any progress on my problem? I still dont have my FTTC connection or my Telephone number restored.
on 11-11-2024 03:36 PM
Yes, completely understand 🙂
Chris, Community Team
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on 11-11-2024 03:32 PM
Sorry overlap of messages there, 3-5 days would be ok, just dont want to lose my number.
on 11-11-2024 03:06 PM
Just noticed that the number called does not show the correct number. So I called it back and my phone rings so I have lost my home phone number which I have had for 37 years!
on 11-11-2024 02:51 PM
Just discussing this with a colleague in our Provisioning team, It looks as though the service had to be reconnected with a different number, they are trying to get your old number reassigned to your line but this can take 3-5 working days
Chris
Chris, Community Team
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on 11-11-2024 02:49 PM
Yes I can but not receiving calls, and just checked my account dashboard and it shows disconnected as my phone status.
on 11-11-2024 02:35 PM
Can you dial out?
Chris
Chris, Community Team
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on 11-11-2024 02:34 PM
Sorry to be a pain Chris but just discovered my phone is not working either although there is a line tone.
on 11-11-2024 01:44 PM
No problem
Chris, Community Team
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on 11-11-2024 01:39 PM
Thanks Chris
on 11-11-2024 01:36 PM
Hi Pollygone,
I'm sorry about this, I'll check with our provisioning team and get back to you when I have an update
Chris
Chris, Community Team
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on 11-11-2024 12:41 PM
Hi Chris, not sure if you are online today but here is an update on my situation. Last Thursday 07-11-24 Openreach reconnected my broadband but to ADSL! as per his work order from TalkTalk as you are aware my package is Fibre 65 FTTC. As a result of this my line speed at the router is 10.1 mbps, I contacted Technical via live chat and they assured me it would be sorted within 3 days but here I am still with painfully slow line speed which is not what I am paying for. I need to be connected to FTTC as I was before this fiasco started, is there anything you can do to make this happen please. Paul