Talktalk disconnected a vulnerable persons internet due to system cancellation

[Sezzy]

Talktalk have disconnected my father's broadband without warning at midnight last night and won't reconnect. 

My father is recorded against your records with special needs, mobility issues and cognitive issues. You have stated the 'system' ended his account although his contract runs up until 3rd July 2025. 

He has a pacemaker device fitted against his bed which needs to upload critical data to the hospital and after 6:30 hours on the chat and telephone he's still not connected. 

You stated you wanted him to type in the chat which he couldn't, you said the account was active, you then said there was a fault, you said you'd send an engineer as recognised urgent then offered a new contract for another 12 months in order to reconnect him. 

He needs his existing contract honoring, connection re-enabled as a matter of urgency and an explanation why a system not person can simply end an account with no warning or considerations. 

He's special needs and the after care trying to sort has been absolutely appalling. Tonight he has no internet and left vulnerable as uses so many devices to switch things on and off but more importantly upload his pacemakers readings so the hospital can ensure okay. 

Disgusted in your customer service and the fact you've breached your contract with him. 

[Karl-TalkTalk]

Hi

The CEO Teams will receive the email and make contact.

Karl.

[Sezzy]

Thankyou,

I have replied to CEO Chi Fai via replying to the email from the Here To Help he sent me.

I haven't had a response from the emails so is the correct way to make contact with them directly? I don't have a direct contact number to call and I cannot verify the account online as my dads telephone number no longer works. 

I just want to find out an update as he's been without service for 5 days and really vulnerable.

[Karl-TalkTalk]

Hi

As Gliwmaeden2 advises, as this is with CEO who are handling this, we are unable to get involved and must allow CEO to handle the case directly.   They will usually have provided a case manager and contact details for you.

Thanks  

Karl. 

[Gliwmaeden2]

@Sezzy, staff hands are tied if you have an active complaint. 

Opening hours for Chat / phone support are here:

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

You are best to make sure that the "sorry you are leaving" email is replied to because it could be that someone has put in your father's house number by mistake. It does sometimes happen and you need to put a stop to that. Back up your reply with direct contact by phone / Chat as soon as they open in the morning. 

Forum staff are not back on here before then.

[Sezzy]

Hi Chris,

I have an active complaint under CMP-855171 and CEO Chi Fai looking into my complaint. 

I thought I'd hear something today regarding setting up a temporary solution for a copper line so services can be started for my father's medical devices but heard nothing. 

My dads relieved a sorry your leaving email this morning which he hasn't generated as TalkTalk and OpenReach have made the error.

I don't know how I make direct contract without going through all the depts, spending hours explaining same thing to try and get an update. 

[Chris-TalkTalk]

Hi Sezzy,

I'm really sorry for any inconvenience and distress caused to your Father. Can you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number
• Can you add your Father's details to the private notes section 

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[Gliwmaeden2]

@Sezzy, so sorry to hear the awful state of things for your father.

Staff will not see this before the morning. 

It will be helpful to complete your own community forum profile details in Personal Information and in Private Notes ,  nearthe end of that section add your Dad's name, landline number etc. SAVE CHANGES. 

You access the profile area by going via your avatar; settings....

Sadly, when Talktalk makes mistakes like this, it can take quite a while to get reconnected.