My parents have no internet and cannot find account details for phone calls

[scoots]

Hi,

My elderly parents-in laws' noticed 2 weeks ago their internet wasn't working and there was a solid orange light on the router (latest one). They phoned on a saturday 2 weeks ago and a very helpful person said it was likely to be the router as they are still on copper and not fibre ?

So, they arranged for them to go on a new contract for fibre and have an engineer booked for 2 weeks time to fit equipment with a £40 odd cost? Firstly, is this right? as it all worked perfectly for them before with only minor use..They don't need high end, super fast speeds ! TT also did a line check which came back as ok ?

The operator arranged for a new router to be sent out too which arrived yesterday. I called there today and swapped the routers over for them and the new one (same as before model) is exactly the same...it starts with flashing orange, then orange/white flashing, then stays on solid orange.

So, we called TT again today but the operator was unable to progress our call. She told us they have multiple accounts and of course needed the account number, password etc which sadly they do not have a record of.. Unsure how we couldn't get past security this time but she managed on her own 2 weeks ago to order a router? !!

So, basically I need some help in getting TT to access the correct account and arrange for an engineer as this is what google suggests is the next step.

Their old account number was XXXXXXX REMOVED FOR SECURITY REASONS but apparently that is of no use.

I obviously am able to supply all personal details on a private message if required (full names, dob's, postcode, address etc)

Please can someone tell me where we need to go from here ?

thank you in advance

ian

[Michelle-TalkTalk]

Morning,

Just checking back in to see if everything is now working ok?

Thanks

[Debbie-TalkTalk]

Hi @scoots 

Openreach have now closed the fault as resolved, work was completed at the cabinet.

Has the fault been resolved?

Thanks

[Debbie-TalkTalk]

Hi scoots

I can see that this fault has now been assigned to a line engineer (this afternoon) we should hopefully have further updates later today/tomorrow morning.

Thanks

Debbie

[Debbie-TalkTalk]

Hi scoots

This fault is still in hand with Openreach, there are no additional updates at the moment.

I will continue to monitor this.

Thanks

Debbie

[Debbie-TalkTalk]

Hi scoots

Thanks for your reply.

I've ordered the router returns bag, please allow 48hrs for this to arrive.

I can also see that this fault is still with the line engineer, I will check on this again later this afternoon for additional updates from Openreach.

Thanks

[scoots]

Thank you, all done..

I have also added their address if anyone is able please to send out a returns bag for the router?

Update from engineer who called today is that he believes there is a fault on the line as it crackled for him or it could be an issue outside as BT were up the telegraph pole about the time it went down 3 weeks ago...

many thanks....x

[Gliwmaeden2]

I posted instructions in my earlier reply, @scoots.

You need to go via your avatar/name; settings and Personal Information again. At the end of that section, there's another section: Private Notes. 

SAVE CHANGES. 

[scoots]

Hi,

Thanks for the response.. Please can you tell me how to find private notes? sorry, struggling to find it !!

TT sent out an engineer today from Brightsparks or similar who was pretty useless.. said he could hear crackles on the line but said he wasn't allowed to touch cables etc and this would need to be Openreach who fix it so they are coming thursday afternoon !

Also, the replacement router they sent my parents which also does the same (stays orange solid), they want back or they will charge them £50.. They said they would include a postage paid returns bag which they did not...is there any way of getting one to them please if i add their address to the private notes (wherever they are? !!)

thanks in advance

ian

[Debbie-TalkTalk]

Hi scoots

I'm really sorry to hear this.

You don't need to upgrade your service to resolve a fault. Please can you add the name and landline number in the Private Notes section of your Community Profile, I can then take a look.

Thanks

[Gliwmaeden2]

@scoots, I've removed the account number from public display. 

You may have difficulty speaking on their behalf to Talktalk phone support unless you have your in-laws present  to help pass security etc.

Can help to have this set up, or be a nominated user:

https://community.talktalk.co.uk/t5/Articles/Power-of-Attorney-Authority-to-Act/ta-p/2205181

https://community.talktalk.co.uk/t5/Articles/Nominated-user/ta-p/2205256

For staff on the forum to help, all details of their name, address, landline number and fallback phone number should be added in Private Notes, at the end of the Personal Information section. Also add the account numbers.

Go via your avatar/name; settings; Personal Information/Private Notes. SAVE CHANGES. 

Check here for details of one-off charges etc:

http://community.talktalk.co.uk/pricing

Perhaps your in-laws are being encouraged onto Full Fibre (rather than fibre to the cabinet) because the telecoms companies have got a mandate to switch us all over.

You'll need to check what guidance they need for keeping their landline phone number, what equipment it needs if it's not VOIP. 

Finally, staff are not back on here before Monday. 

So support is just over the phone (not Sunday)/ Chat until then.