No connection from day one, not being fixed

[Nottsuser]

My line was installed 17 May 2023. Connection is not working, has not worked for one second. Meanwhile I’m being charged for a service that I’m not getting.

Connection tests from day one confirm there is a fault with the line. I've been running the test again and again. Last Fault reference no. is REP-12950177

 “we’re working on your fault” is the standard message on screen – nothing is being done about it.

Wasted 2 h on the chat with an operator who had no clue and no advice to give; claimed there was no fault on the line; in the end just recommended to call up eero support!

This is a farce. I am paying for a service and I’m getting nothing in return.

FIX THIS. Send an engineer if need be.

A

[Michelle-TalkTalk]

Hello,

They will try to make contact with you again today between 12-2PM Please can you also add the best number to contact you on to the Private Notes section of your Community Profile. Please do not post any personal information on the Community.

Thanks

[Gliwmaeden2]

@Nottsuser, you need to reply to Michelle-TalkTalk's question. 

What is your best availability for receiving calls? They will be trying to reach you to resolve this but do need a time frame too.

Information about compensation etc:

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

[Nottsuser]

what is the hang-up? Why is this dragging on and on?

did you actually get in touch with anyone?

I want this line fixed. It has been 4 weeks now, and still nothing is being done to provide the service i am paying for. Enough of this foot-dragging lazy incompetence

[Michelle-TalkTalk]

Hello,

When would be the best time for the team to make contact and I will pass this over to them?

Thanks

[Nottsuser]

no, none.

[Michelle-TalkTalk]

Morning,

The team have advised that they are trying to make contact. Have you received any voicemails?

Thanks

[Michelle-TalkTalk]

Morning,

I'm sorry for the delay. I'm hoping to know more shortly.

Thanks

[Nottsuser]

please give me an update

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this and I will chase for an update now.

Thanks

[Nottsuser]

thanks for asking - alas, I have not. Neither by phone or by email.

[Michelle-TalkTalk]

Morning,

Can I just confirm, have you been contacted?

Thanks

[Michelle-TalkTalk]

Hello,

Thanks again for confirming. I've escalated this straight over to our Faults Escalation Team now and will post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

[Nottsuser]

  here's the error message

[Nottsuser]

Yes, still no connection.

the problem lies with either the modem or the line. Here’s why:

• i've tested the eero router with my virginmedia modem/router – it’s working fine
• I’ve plugged in a different non-eero router into the modem – no connection, just like with eero

ergo, the fault is with the modem or the line.

Send an engineer to fix this. I’ve been paying for this service and it’s not delivering. I’ve been reporting this fault over and over, and still waiting for a fix.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. If you connect directly at the ONT (wired) with no router connected is there still no connection?

Thanks

[Nottsuser]

 here are the lights on the modem

[Karl-TalkTalk]

Hi 

Can you tell me what light are 'on' , on the ONT ?

Thanks  

Karl. 

[Nottsuser]

Hi, I've added acct. no. etc to my profile. Mine is a Full Fibre acct.

Please help

[Debbie-TalkTalk]

Hi Nottsuser

I'm really sorry to hear this.

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

Thanks

Debbie

[Gliwmaeden2]

@Nottsuser, helpful if you can tell us whether this was a Fibre to the Cabinet set up, or Full Fibre to the premises. 

Also: essential to complete your community forum profile details for TT staff to identify your account. Please add your Talktalk landline number or account number in Personal Information in the Profile area. Go via your avatar/name; settings. SAVE CHANGES. 

Staff is reply during the day  Monday to Friday.