Been a long time talktalk customer, we recently booked the home move service in our new build, all appeared to go smoothly with install est live date on the 12th August.
Engineer arrived and started work, but wasn't able to complete, since then it's been a very frustrating experience, after many calls and live chats we had been advised work would complete on the 13th, then 14th, 16th, then definitely the 19th, today I am told it is now due to complete on the 22nd but they can't give me a go live date..
We work from home so it's now causing a massive issues not to mention cost of topping up mobile data, not happy and not really getting any satisfactory answers from talktalk.
I appreciate they are in the hands of openreach but even so in it’s been a very disappointing and frustrating experience so far.
I have asked one of TalkTalk's OCEs to pick your thread up and investigate it for you.
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Really sorry that you are having problems.
The update on the order states that the work will be carried out in the next 24 hours. We can check for an update tomorrow 22nd.
Apologies again for any inconvenience caused.
Thank you for taking the time to investigate for me, however I remain sceptical because I was told the same thing on the 19th, every update I get so far just kicks the can down the road to another date.
I had no contact today from anyone so had to chase up again only to be told "There is an activity that has to be complete before activation and we are to review on 28/08/2019 as this is expected to be complete, for your order to progress for completion."
So more kicking the can down the road, no explanation of the delay, no activation date.... fuming
HI @mrb1972 Really sorry that this dragging on, Sadly we our hands are tied as only Openreach can carry out the work required and we can only give you the information that they give us. The last information give was "original routing is unavailable and we are working to provide an alternative route"
Thanks for the reply, ""original routing is unavailable and we are working to provide an alternative route", well that's new information I wasn't told that yesterday.
I appreciate we are waiting on openreach to sort the issue, but its also the incorrect communication and misleading information that is frustrating.
So I had to contact talktalk again as no one bothered to contact me with an update, to be told there is a delay (which I know), can't tell me what the delay is, can't tell me when the work is due to complete.
Told me a manager tried to call me today and left a voicemail which is not true, I have no missed calls or voicemails.
This is completely unacceptable
Hmm, OK , I had a call back this morning from management who told me an engineer was booked to come on the 2nd Sept to "complete" the job.
** Update **
Had an engineer visit today to "complete" the work, phone line is now working, can make calls and receive calls ok.
Still can't get broadband though, white led is on the router is solid (which means connection is ok I believe) but we can't get internet access. Engineer done all the tests he could which came back fine, suggested we speak to our ISP
Spoke to support who said they needed to adjust something on our account, wait 30 mins then reboot the router, which we did but it didn't help. Told I have to call back when I am back home with direct access to router.
Anyone seen this issue before? Strange the white led is solid but I can't connect
Yes, talktalk managed to get it up and running last night, only getting about 3Mbps though currently, ok in the short term but will need to look at that, I really need fibre at some point soon
Thanks for your reply.
Is the router currently at the test socket? I can try a line optimisation to see if the speed increases, would you like me to try this?
Yes it is, I believe the person I spoke to last night said optimisation would be running over the next few days and some other checks, I was told to give it a week.
Not sure if you doing line optimisation too would confuse the issue, I will leave it up to you to decide
Thanks for your reply.
I will leave DLM to continue to monitor the connection. If you post back on this thread tomorrow then I can check the speed/connection stats again.