No broadband after Shell Energy transfer

[JAC5000]

I have had no broadband in my holiday home for 3 days now. It coincided with the transfer from Shell. Everything was working fine until then.

The guests are on holiday and understandably very frustrated as am I. 
I have spent over 8 hours on Chat to numerous operatives who have not been able to help me. They just ask the same questions and seem to  run the same tests over and over. 

I have requested an engineer but they said this isn’t an option. 

They said they had to speak to my guests in the holiday home who they then told it was because I hadn’t paid my bill! This was so embarrassing, factually wrong and annoying as I pay by direct debit. The operators were then asking me to show them I had paid the bill! 

I complained and then received a message saying the issue was resolved but it isn’t, I still have no internet. 

I’m at a dead end now. I can’t even find an external engineer company that can fix it.

Nothing TalkTalk has suggested has worked. Is there anything else I can do other than cancel and go with another provider?. 

Also, how do I claim compensation for this inconvenience?

Any help would be really appreciated. 

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. Did you manage to get in contact with our Faults Team since your last post or do you still need assistance with this?

Thanks

Michelle

[JAC5000]

Thanks. They are still online using the chat which I've messaging on for over an hour now.

[Gliwmaeden2]

Staff will not be back now till after the weekend, @JAC5000.

[JAC5000]

Hi 

Yes it was a fault with the line. An engineer went today and fixed the line but then said the router is also faulty and that I need to request a new one from TalkTalk.

I still have no internet and I am trying to request a new router, with some difficulty. They want me to start all the tests again!

Thanks 

[Michelle-TalkTalk]

Morning,

How are you getting on, did you have a chance to test at the test socket?

Thanks

Michelle

[Gliwmaeden2]

Debbie-talktalk identified it as a potential loop fault.

From a reply to a similar thread:

"This is where 2 wires could be close or touching.  This type of fault can be on the line, but can also be caused by a faulty cable, phone or microfilter.

Before proceeding towards an engineer, can you please try another handset with nothing else connected to your main phone socket or 'Test Socket' if you have one.

This will rule out a fault with your equipment."

For "handset" read "router" .....

If you don't have a Talktalk router there, Talktalk should be able to send one for testing. Through the forum is your best bet, @JAC5000, if you can wait for staff to get back to you. 

[JAC5000]

Thank you that’s helpful. 
I’ll have a look at the attachments. 

It’s just unexpected as previously, before it transferred there was no problem getting someone to sort it out with Shell Energy and Post Office. From memory it’s actually been an occasional local Openreach problem in the past

[Gliwmaeden2]

Part of the problem may be that, if you are using the house commercially for holiday lets, it's not being used as a residential service. 

The contract you are on is assumed to be your own home, and though many people work from home, the scenario you have is not what the support agents for residential contracts are geared towards, @JAC5000.

They don't like sending out engineers unless you have shown that you have checked everything in situ.

It will be the same scenario with every Telecoms company. 

Some face plates don't even need to be unscrewed but are clip off /on. If your guests can identify which of these is in the accommodation they may be able to plug in at the test socket.

https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432

The agents have to rule out faults with routers / internal wiring before booking an engineer because it costs a lot to send them out (more than the bill you actually pay).

These articles explain when / why you would be charged, and so you might understand why the support script is designed to avoid unnecessary call outs:

https://community.talktalk.co.uk/t5/Articles/Engineer-charges/ta-p/2207291

Staff will back on the forum in the morning. 

[JAC5000]

As I hadn’t heard anything further I thought I would contact customer services again. 

After a further 2 hours of Chat they are refusing to help because I am unable to remove the faceplate from the socket. 

I cannot ask paying guests staying in the cottage to go and buy a screwdriver and start removing faceplates. It’s a 700 mile round trip for me to go.  I just can’t do it while on the line to them. I don’t see how contractually TalkTalk can refuse service on this basis. What if I was disabled or infirm and couldn’t do it?

I offered to pay for an engineer to visit but they refused. It seems I have no option but to terminate the service or instruct a private engineer. They could not give me any details of private engineers either.  

Is there anything else I can do?

[Debbie-TalkTalk]

Hi JAC5000

Thank you 🙂

I will ask them to contact you as soon as possible.

Debbie

[JAC5000]

Thank you so much. 
Yes that’s the best number to contact me on. 

[Debbie-TalkTalk]

Hi @JAC5000 

Thanks for confirming.

I will escalate this now to our faults escalation team. Is the mobile number in your Community Profile the best number to contact you on?

[JAC5000]

Thanks. Yes it’s connected. It’s a Zyxel Post Office router. All the lights are on except Internet. DSL flashes occasionally. 

[Debbie-TalkTalk]

Hi @JAC5000 

This is not a barring issue. There is a potential loop fault showing on the line tests.

Is the router connected at the test socket at the moment? Which router do you have?

[Debbie-TalkTalk]

HI @JAC5000 

Thank you. I'm just looking into this now and I will post back shortly.

[JAC5000]

Thanks very much Debbie. I’ve done that now. 

[Debbie-TalkTalk]

Hi JAC5000

I'm really sorry to hear this.

Please can you add your name and TalkTalk landline/account number to your Community Profile, we can then take a look at this for you.

Thanks

Debbie

[Gliwmaeden2]

When these issues are resolved, automatic compensation may apply, @JAC5000:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

Keep your Direct Debit in place.

There have been problems with some bills needing to be paid by one off card payment this month for some Shell customers  - it may be a problem like that and have you missed an email?

They were sending out something about a one-off charge for failed DD in those cases etc, and so if this was the case for you, post in the billing section.

I'll leave this thread here in case it is indeed a technical problem.