Missing ONT Power cable

[carebare32]

Yesterday was my go live date and I’ve tried different ways to reach customer service about the fibre ONT cable that’s missing. I’ve connected the eero router but ONT is not connected to power. I need the power cable and we can’t get help anywhere. I was kept on live chat and phone calls for hours, this is not right. 

[Michelle-TalkTalk]

Hello,

I've included a Help Guide below,

Change your account details - TalkTalk Help & Support

Thanks

Michelle

[carebare32]

Any idea how I can change account ownership?

[Michelle-TalkTalk]

Good morning,

I'm glad to hear that and thanks for confirming 🙂

Michelle

[carebare32]

Yes it’s fixed now. Thank you

[Michelle-TalkTalk]

Morning,

Can I just confirm that the team have been in touch since your last post please?

Thanks

Michelle

[Gliwmaeden2]

Billing continues as normal but automatic compensation covers late go live, missed appointments etc, @carebare32 as detailed here:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

It's calculated from after the whole thing is resolved so that it covers so many days etc.

[carebare32]

I still haven’t gotten a call or any news about when this will be fixed. I would want this to reflect on my bill as I’ve not started using the internet. No engineer, no customer service. 

[Michelle-TalkTalk]

Morning,

I've passed this straight over to our Faults Escalation Team and we'll post back here as soon as we receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

[carebare32]

There can’t be any light if the ONT power cable is missing. There is no power source, there is no Light. 

[Michelle-TalkTalk]

Hello,

I'm sorry for the delay. I think we'll need to raise this over to our Faults Escalation Team. Can I just confirm, what lights are currently on the ONT please?

Michelle

[carebare32]

There was no engineer. there was a scheduled engineer for 28th but I only got the eero router and no engineer is here as I am replying. 
And yes it is urgent. 

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. Did an engineer not attend to install and set up the ONT?

Can you please update your community profile to include your:

• Name
• Telephone number or Account number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Michelle

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Please make sure that your forum profile is up to date, otherwise TalkTalk won't be able to locate your account from your forum username.