Is there an issue with my order?

[sandman77]

I placed an order for fibre broadband and my go live date is today. I still haven’t received the router or any welcome package and when I try to log in to my account I am met with a error - “oops something went wrong”.

Can someone please look into this for me. 

Thanks

Alexander

[Arne-TalkTalk]

Hi sandman77

Oopenreach have advised "There was a delay with the Line plant planning activity which has been resolved and the order is set to be live on Monday"

Sorry for the delay and any inconvenience caused

[sandman77]

Still nothing live. Im beginning to give up all hope. Any further information from your end?

[Arne-TalkTalk]

Is it a HG633?   if yes it should work.

[sandman77]

I have the old talktalk router I used from may 2016 - April 2018 but it wasn’t fibre broadband. Should this work ok till the new one arrives?

[Arne-TalkTalk]

Our order hasn't updated just yet. once completed the router will be triggered. 

Do you have any type of router? 

[sandman77]

I just received this text message -

Important update: We've fixed the problem with your order, and your new go-live date is Friday 22nd March 2019. Thanks for your patience.

Does that mean I’m still scheduled to go live today? I don’t have my router yet?

[sandman77]

Thanks for looking into this for me. I don’t understand why openreach are involved. We have an existing phone line that was connected to talktalk up till Mar 2017 (and has been unused since).

[Arne-TalkTalk]

Hi @sandman77

Apologies we have contacted Openreach and the response is : 

"Your order requires planning validation. We may contact your customer if we need to. You will receive a further update by 02-04-2019."

Sadly it looks like the order wont go live today, and we will need to contact them again next week. 

Sorry again. 

[Arne-TalkTalk]

Hi @sandman77

Thanks , I will look into this for you and get back to you. 

Regards

[sandman77]

Oh - I haven’t been given a phone number yet but my order no. is N65741980.