I ordered broadband about 3 weeks ago, my go live date was the 22nd October, in which my old provider cancelled my internet, Ive now been left with no internet and support have not helped in getting a date.
i read that cancelling a new service is possible within 20 days of your order date, however my order date was more than 20 days, am I still able to cancel, as I am not sure how it takes more than 3 week to deliver a router.
Sorry to hear about this, have you enquired as to the missing router previously? Has your service in fact gone live? You may be able to use an alternative router for the time being if you have one.
If you would like the online support team to look into this for you make sure that your personal details including TalkTalk landline number are complete on your community profile here so that they can link your forum identity with your account and then wait for them to respond.
I THINK you have a 30 day period to cancel after going live but quite honestly the quickest way to get online again now is to get a TT router delivered. An OCE will be able to help you with that.
Routers are delivered by courier so they can (and occassionally do) go missing. At the risk of stating the obvious did you get any notification about a router delivery date (email) which is usually very close to the going live date? And what is the status when you log into My Account on the TT web site? When I was waiting to go live it updated with messages about the router delivery amongst others.
The fibre orders have completed earlier today and I can see a connection and authentication logs, although not from a TT router. Looking at your account, it looks like a request has been made for a router to be dispatched by our colleagues earlier.
Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.
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