Moved to a new home wifi not working

[china04335]

I moved to a new home, called #TalkTalk customer support and they booked appointment for an engr to come on 16th of August to install my broadband. Meanwhile it will go live on the new house same day

now #Openreach the engr sent a message that they don’t need to come because my wifi will just start working on the day as long as it is plugged and connected.

I replied to say I still need the visit but they didn’t show up and my broadband is not working/no internet still. And this is weekend.

please can this be sorted out for me??

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Did you manage to get in contact with our Support Team over the weekend?

Thanks

Michelle

[china04335]

@Gliwmaeden2 I don’t use the phone line. I will give them a ring tomorrow as you advised. Hopefully they will provide solutions.

Thank you for your time 

[Gliwmaeden2]

Just wait for the morning then, @china04335, and contact Talktalk using the details we have given you if there's no sign of life from the router / phone line.

Have you checked the phone line?

[china04335]

@Gliwmaeden2 @There is a Openreach mk4 master socket 5C here already and I followed the description to connect the device. If there are other things they need to do to get it working I wouldn’t know that one, which is why the engineer needed to come and do their job.

i don’t know what the previous person used for internet.

[Gliwmaeden2]

Same as I have,  @china04335.

Old traditional copper for everything and it should be straightforward. When I switched from BT, way back when...., all that was mentioned was "there may be a period of downtime" on the day.

The further complication in your case is that it's a home move.

Normally a move to Fast Broadband would not require an engineer, so it's worth waiting till midnight....

However, if the previous owner had eg Virgin installed previously and there's no sign of an Openreach mastersocket or the copper was no longer connected because Virgin was used you would definitely need an engineer. 

What did the previous owner have?

[china04335]

@Gliwmaeden2  I already was using the broadband in the former house. The person I spoke to said it’s the TalkTalk fast broadband. I have plugged it for about 24 hours now or more it hasn’t gone live yet.

The engineer who was supposed to come and make sure this is up and running didn’t come.

[Gliwmaeden2]

There's no support available at this time of night at all, @china04335.

If you are able to communicate on the forum, you are able to use Chat during the day, albeit mobile data.

You haven't said which package is needing to be set up in your new home.

Fibre to the cabinet may take till midnight to go live.

FTTP (FULL FIBRE) would definitely need an engineer.

If the whole thing is severely delayed you will be due automatic compensation. 

But you need to clarify on here what package you are supposed to be on.

[Edit: @china04335, it looks like replies are coming in after a delay in this thread...  so not necessarily seen before posting a reply.....good to see that you might find the contact details useful over the weekend.]

[china04335]

Thank you very much for this info

[china04335]

Cheers… thank you for your time but it didn’t solve my problem 

[Gliwmaeden2]

For support over the weekend use Chat, @china04335.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Or call 03451 720088 if you have unlimited calls on a mobile. They are open 9am - 6pm on Saturday (not Sunday).

[KeithFrench]

I did say in my post:-

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. 

[china04335]

Thank you for your reply. But that’s the problem it is already weekend and I will have to wait till Monday first and then wait for 48 hours before some talks to me and then probably book another appointment which will take another 2 weeks or more. This is just not fair at all. It is very unprofessional to not consider what inconveniences this would cause me and any other person that use this wifi

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-


Personal Profile > Personal Information

Otherwise, TalkTalk will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.