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on 30-08-2023 06:20 PM
New customer who has registered with Talktalk for Fibre 150 about 10 days ago. Received the Eero 6 modem about 7 days ago. Received text to confirm that Cityfibre would be sent to property to install fibre.
Cityfibre has now installed it and tested the installation and informed that fibre is up and running. ONT box has all the lights on. Connected Eero 6 to the ONT box, blue steady light on when setting up the Eero 6 via app on mobile. When following set up process on the app, an error message pops up saying the Eero 6 can't reach the internet. Engineer from Cityfibre onsite tried troubleshooting and was in contact with TalkTalk technical support and tried troubleshooting for 45 mins. Was informed by Talktalk, that as the customer we had to contact them.
When trying to contact customer services we encountered issues as we had no email confirmation that we have registered for fibre with TalkTalk. We have no account number, no order number and no welcome pack and now no Internet.
on 13-09-2023 08:14 AM
Morning,
I'm really glad to hear this and I'm sorry that it took a while to resolve this for you. I've also included a Help guide on our Auto Compensation Policy too. If there is anything else you need then please let us know.
About your auto compensation credit - TalkTalk Help & Support
Thanks
13-09-2023 08:09 AM - edited 13-09-2023 08:10 AM
Hi @Michelle-TalkTalk ,
I think we’ve finally got there! I’ve now been able to set up the eero 6 and seem to have connection.
Thanks
on 13-09-2023 06:34 AM
Morning,
Just checking back in to see how you're getting on and if you are now able to connect ok?
Thanks
on 12-09-2023 11:40 AM
Morning,
I've been advised that this should now be resolved. I've re-checked and the line is now showing in sync. Would you mind retesting please and letting us know if you're now able to connect ok?
Thanks
on 12-09-2023 07:53 AM
@AAXLRB, you mentioned an email above - if you are responding to any of the notification emails, it won't reach staff. It's a No Reply address.
on 12-09-2023 07:21 AM
Hello,
The escalation team confirmed that they were looking at this yesterday so I've just chased them for an update this morning and asked if they can also provide timescales when this should be resolved.
Thanks
on 11-09-2023 01:43 PM
Hi Michelle,
Has there been an update?
Will this be resolved today?
Can someone kindly provide a response to my last email from Friday?
on 11-09-2023 07:46 AM
Morning
I'm sorry for the delay. This has already been escalated but I've passed this to a different team to see if this can be resolved any quicker. I'll post back as soon as the team respond to me.
Thanks
on 08-09-2023 09:40 PM
Staff will be back on here early Monday morning, @AAXLRB.
on 08-09-2023 04:24 PM
Hi,
As the weekend is now approaching and now possibly looking like another week without any internet, can someone at TalkTalk please let me know what exactly is happening?
What is the exact issue here and why is it taking this long to resolve?
on 08-09-2023 01:50 PM
Hi AAXLRB
I'm really sorry for the delays. There are no additional updates as yet but this has been escalated and we are chasing this.
Thanks
Debbie
on 08-09-2023 01:32 PM
Hi,
Please let me know if there will be further delays ASAP. This has been extremely inconvenient.
on 08-09-2023 11:57 AM
Hello,
My colleague has come back to me to advise that he will chase this now so I hopefully should know more soon.
Thanks
on 08-09-2023 08:24 AM
Hi,
I'll post back here as soon as I have made contact with them.
Thanks
on 08-09-2023 08:22 AM
on 08-09-2023 08:13 AM
Morning,
I checked this morning and the fault was still in progress. I will speak to my colleague now.
Thanks
on 08-09-2023 08:11 AM
Hi @Michelle-TalkTalk ,
Can you let me know if this issue will be resolved and I will have internet by CoB today.
on 07-09-2023 07:27 AM
Morning,
Apologies for the delay. There is no additional update as yet other than the team are still working to resolve this. I will continue to intermittently check this for updates and will post back as soon as I know more.
Thanks
on 06-09-2023 10:51 AM
Morning,
I've asked my colleague now to check for an update and will post back shortly.
Thanks
on 06-09-2023 10:47 AM