How do I talk to somebody at talktalk

[pollygone]

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.

[Chris-TalkTalk]

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-TalkTalk]

No problem 🙂

[pollygone]

Many thanks Chris, sorry to be a pain.

[Chris-TalkTalk]

I'll find out what's going on and get back to you with the details

Chris

[pollygone]

Hi Chris, any progress on my problem? I still dont have my FTTC connection or my Telephone number restored.

[Chris-TalkTalk]

Yes, completely understand 🙂

[pollygone]

Sorry overlap of messages there, 3-5 days would be ok, just dont want to lose my number.

[pollygone]

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!

[Chris-TalkTalk]

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

[pollygone]

Yes I can but not receiving calls, and just checked my account dashboard and it shows disconnected as my phone status.

[Chris-TalkTalk]

Can you dial out?

Chris

[pollygone]

Sorry to be a pain Chris but just discovered my phone is not working either although there is a line tone.

[Chris-TalkTalk]

No problem

[pollygone]

Thanks Chris

[Chris-TalkTalk]

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

[pollygone]

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

[Chris-TalkTalk]

No problem, have a good weekend 🙂

Chris

[pollygone]

Thank you Chris, much appreciated. Unfortunately I have to log off now as I have a part time job as a night watchman and I have to get some sleep before I go. Thanks for persevering with me and I hope I get reconnected sooner rather than later.

[Chris-TalkTalk]

OK thanks for confirming. I'll ask our Provisioning team to do what they can to get the FTTC service reconnected ASAP

Chris

[pollygone]

I am not in a position to have the upgrade and wish to stay on FTTC please respect my request and for it to take weeks to turn my service back on is ridiculous.