Hi Karl,
The engineer (Ben) did visit yesterday and worked to restore the internet and phone line which was not working.
Here is some background.
Prior to 1st Feb my mother was already a Talk Talk customer with phone line and internet over copper.
The copper line terminates in the hall on a master phone socket and the router is connected to this socket under the stairs.
The fibre engineer who installed the service on 1st Feb installed the fibre into a completely different room (Lounge) entering the outside wall behind the TV. He then plugged in the new fibre router and left.
Talk Talk then terminated the copper line.
This meant that all existing wireless devices were still connected to the old router and the phones were now connected to the old master socket. (ie dead).
When my mother initially spoke to talk talk they asked her to plug her phone handset into the green port on the new router. There was no green port as this was covered with a black sticker, hence she could not plug it in.
It seems that the engineer was in a hurry to install and leave and no tests were done using the customers phone handsets or wireless devices. My mother was not even aware that the SSID and password had changed.
From a quality control perspective there appears to be no checks by TalkTalk on the service they are installing.
From a customer service perspective there is no way an old lady can deal with this.
Pete
