@martinsimpson7155, have you plugged in a phone? Is there a normal tone?
If you dial 17070, is a number read back to you? Is it what you expected?
If not, mention that in Private Notes (see below).
Also check the quality of the line - if there's a crackle, that can indicate a potential fault. Or is it totally dead?
Staff will need to identify this account.
Don't post any personal information details on the public thread.
Go via your avatar/name; settings; from the drop down menu that starts with "email", choose Personal Information. At the end of that section, in Private Notes, add your daughter's name, address, landline number associated with this account, account number, and a fallback phone number (could be a mobile). SAVE CHANGES.
Staff will then try to get to the bottom of what is happening with the service.
Billing can be sorted out once this has been investigated.
Depending upon when this was first reported, automatic compensation might apply if there's been a total loss of service, an engineer missed a specific booked appointment, or there's been a total delay to the service. You would not normally be billed unless the service was up and running, which is why it's worth checking the phone line, to establish that fact.
Details of automatic compensation are here:
https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583
There's also a Complaints Code accessible from the link at the bottom of the page, as well as a link to Ts&Cs.
It's worth taking a look at all that information, but give staff time to reach your thread - daytime, weekdays.
Your post is in the queue for attention.
Any notification emails will be from a No Reply address, so post any responses to staff back on this topic.
They may require you to use the Private Message system as well - that's accessed top right via the envelope, next to your profile image, or once you click on that, to the right of the notifications bell symbol.
Gliwmaeden2, a fellow customer.
