Internet disconnected

[Mrangry1234]

A month ago talk talk started sending emails saying sorry I was leaving, I contacted online chat and after 4 hrs of getting sent around the houses someone said it was a mistake and I wouldn't be disconnected. Came home next day to no internet and a cold house as my heating runs over the net, had to get an emergency plumber to disconnect Tado so I could have some heat. Contacted again and after another few hours of being sent from dept to dept the Internet mysteriously started working again. Then lots of websites stopped working, things like reddit, I logged in and it said there was a problem with homesafe, I contacted chat again, they once again sent me from dept to dept each saying the other could help, nobody did, some of them said the system was settling down and to try again later. Another 4hr wasted. I tried over the next few days but still the same. Then I phoned up but after another 4 hrs no sense at all. I gave up at this point. Then yesterday email saying sorry I'm leaving, then today no internet when got home from work and a cold house again, and another emergency plumber to get some heating. Logged into my account and it says disconnected. Chat won't load, find phone number but that just sends txt sending me back to account from which nothing works. What do I do now, got no TV either as that is freely over net too. Talk talk are the worst company I've ever experienced, do they have any employees, do they care about their customers, 30hrs on chat or phone without resolving even the slightest issue says they dont

[nambuso-TT]

I'm truly sorry to hear about the incredibly frustrating experience you've had with TalkTalk. I can completely understand how overwhelming and stressful this situation must be, especially with the loss of your internet and heating affecting your daily life. It’s completely unacceptable, and it's clear how upset you are.

I appreciate you sharing your concerns. You can use the complaint link to learn more about our complaint policy, i will send the complaint privately. Thanks

[nambuso-TT]

Hi there @Mrangry1234 please allow me to go through this thread and I will advise further.

[Mrangry1234]

After another few hours on chat I've got some far from satisfactory answers. Apparently talktalk received a request for me to leave talk talk for another provider, I've repeatedly said this is not from me and to not change my service, talk talk said it was a mistake and I wouldn't be disconnected, then on the 9th Jan i was disconnected and have had no Internet since. As I had tado heating I had no heating for a day and had to pay a plumber to disconnect it, I now have heating only in one room, and partially working in others, as I got tv over the net I've also lost that to.  I'm apparently no longer a customer of talk talk and there is nothing they can do.

There is more to the story though as openreach apparently upgraded my line on the 9th. This was not an upgrade to fibre, but was an upgrade to the current copper system. They said they didn't request talk talk to do anything and what they've done shouldn't have had any effect on my service other than to disconnect the line for a couple of hours on the 9th. They said they could request talk talk to reconnect me, but I said not to as the level of customer support has been so poor with 30 hrs spent getting nowhere, I can't tell you how bad talk talk have made me feel. I'm going to make sure talk talk never receive another penny from me. By the way openreach answered the phone immediately and there was a knowledgeable human being on the other end. No waiting 45 mins on chat for the next person to tell me it was the person I'd previously spent 45 minutes waiting for that I needed to talk to. Thank you to Gliwmaeden2

[Philile-TT]

@Mrangry1234 please advise if you still require assistance? 

[Philile-TT]

@Gliwmaeden2 thank you for the support. 

[Gliwmaeden2]

@Mrangry1234, you need to work through the Complaints process outlined in the link at the foot of this page.

It takes many weeks  - so at that rate, waiting for forum staff support on Monday will in fact be quicker. 

There may be support through X or Facebook over the weekend  - I don't know their hours and it may not be any better than Chat / phone support. 

[Mrangry1234]

Already been to that page, nothing works, I don't think it's possible to provide worse service to a customer. How has 30 hrs on chat and phone had no results what so ever,  why have I been disconnected, why no communication, why can't I talk to anyone that has even the slightest ability to help me, even this forum is a nightmare, I'm having to do it on my phone and the text keeps going out of the side of the box and it won't scroll up and down, it seems every interaction with talktalk is a nightmare. And you know what, my life is so stressful already, I could do without having to deal with this unbelievably incompetent company. Does anybody know who I can complain to outside of talk talk, they give me no confidence they would be able to even understand why I might be upset, let alone work a complaint, or come up with a resolution. I feel I need to do something to protect others from this sham of a company. Ofcom would they help do you think?

[Gliwmaeden2]

@Mrangry1234, there's no staff on the forum over the weekend, so I am afraid that you need to try to reach help by phone / Chat meanwhile:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/How_to_contact_TalkTalk_Broad...