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Just done a test on my internet saying there is a fault but talk talk say no fault

sharky110
Whizz Kid
Message 93 of 93

My internet is not working  properly  been on chat with them they do tests say my usage is high I am only running when they did the test one phone and streaming BBC I player how can that be high usage all they wanted to do to fix the problem was send me another router told them just had new router so they y they can send an engineer  if I pay for it I thought talk talk were ment to provide me a service also I ran a check on my service saying a fault talk talk check and there is now fault  how does that work  any hep please guys

Kieran
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92 REPLIES 92

Message 1 of 93

Hi

 

Glad this has been resolved for you now.

 

Regards,

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

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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.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 2 of 93

@Karl-TalkTalk well I've finally got my broadband phone TV back on line just a pity it took talk talk so long to get it fixed hope it stays working 

Kieran
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Message 3 of 93

Hi

 

Please let us know how things are after the engineer has been.

 

Karl.

 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


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.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 4 of 93

@Chris-TalkTalk  she rang me this morning  it is live but there is a fault so she has got an engineer comming out in the morning so hopefully he will get it online in the morning  I hope 

Kieran
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Message 5 of 93

Hi sharky110,

 

I'm really sorry that this is taking so long to resolve. I'm sorry but you will need to speak to your Complaints Manager in the CEO's Office if you want to escalate this further 

 

Chris

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Message 6 of 93

@Debbie-TalkTalk @Michelle-TalkTalk @Chris-TalkTalk well still got no internet TV and landline I was told by CEO kat that it would be  on by Monday  8/4/19 phoned three times yesterday  left messages  no contact from CEO kat also phoned this morning  left a message  it's a joke had enough I want this complaint escalating to someone higher now because I am getting  nowhere ,still not on I am getting  sick  of this,for two years now since I took out broadband with talk talk never worked  properly right from the start I have had loads of engineers out still not sorted can somebody  tell when my  broadband  phone and TV service will be  back on 

Kieran
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Message 7 of 93

@Debbie-TalkTalk  well spoke to Katy last week she said my phone internet TV will be on Monday which is today 8/4/19 this fault was supposed to be open reach fault  still no internet  phone TV when is this service going to be working I am sick of talk  talk I want this on today it's a joke I have just had to pay my mobile phone provider to get more data on my phone £15 to get on the internet  yes I have phone kat and left a message when is my service going to be fixed  this a joke unhappy customer

Kieran
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Message 8 of 93

Hi sharky110

 

I'm really sorry to hear this.

 

The Complaints Manager will keep you updated on this fault.

 

Thanks

 

Debbie

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Message 9 of 93

@Debbie-TalkTalkHi yes I have been contacted by katy yesterday but she now tells me there is a problem on open reaches side at it wont be up and running until Monday 8/04/19 which I  cannot understand open reach engineers have been working on this fault for ages I am at the end of my tether now this is a joke 

Kieran
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Message 10 of 93

Hi sharky110

 

I'm really sorry to hear this.

 

Have you been contacted by a Complaints Manager from our CEO's Office?

 

Thanks

 

Debbie

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Message 11 of 93

@Michelle-TalkTalk my internet is still not working  I am sick of this now Katy was ringing me I have heard this problem has been going on since may 2017 now I have no phone no broadband no TV my fast fibre was supposed to go live 3 of April at midnight it is still not live I have spent all morning  on the phone only to find out they can't help me because it has been escalated to a complaint stage I am sick of being  told we cannot help can you tell me when I will get my phone TV and broadband live I am not prepared to wait to days for you lot to sort this out I want this sorting now and I want my broadband TV  and phone  live today please contact me asap 

Kieran
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Message 12 of 93

@Michelle-TalkTalk Ok I will wait to here from them 

Kieran
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Message 13 of 93

Hi sharky110,

 

I've raised a complaint over to our CEO's office now and you'll be contacted as soon as possible to discuss this further.

 

Thanks

 

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Message 14 of 93

@Michelle-TalkTalk yes i do want to go ahead with this i have service but it is not fully working properly  i keep losing connection my tv is not working properly i have lost recordings when i went to watch them they are not there I have also lost channels, i am using more data on my phone because the internet  is not working properly i have been complaining about simce i started with talk talk this is the third tv box i am on alsothis is the second router i have had 

Kieran
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Message 15 of 93

Hi sharky110,

 

Our Network Team said it would be 14-21 days downtime but we need to confirm that you're happy to go ahead with this. I'll raise the complaint now and you should be contacted within up to 5 days working days to discuss this further. Just to confirm, you do still have a working service at the moment right?

 

Thanks

 

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Message 16 of 93

@Michelle-TalkTalk  yes i would like you to raise as a complaint what is the down time and when will i finaly get my proper broadband service 

Kieran
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Message 17 of 93

Hi sharky110,

 

I've now received an update to advise that although fibre looks active from our side the fibre order has never fully completed. Our Network Team have advised that in order to resolve this we would need to complete a cease and re-provide. They have advised that will result in a 14-21 down time from the date the cease completes and we would need to replace the order again. 

 

I'm really sorry about this. Would you like me to raise this as a complaint to our CEO's Office so they can manage this for you and look into this further?

 

Thanks

 

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Message 18 of 93

@Michelle-TalkTalk  ok thanks can you also find out why there was no fibre port in box 

Kieran
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Message 19 of 93

Hi sharky110,

 

Ok, I've requested an update now and will let you know as soon as I know more.

 

Thanks

 

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Message 20 of 93

@Michelle-TalkTalk  no he said he had to get talk talk to authorise this work that all I know but why was there not a fibre port already if I was supposed to be on fibre 

Kieran
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