Moved into my flat in the last month. Signed up as a new customer with Talk Talk for Fibre 65, landline & tv box (I was a Virgin Media customer at my old address, however they don’t provide service at this property). Was given new phone number, sent equipment and advised all services would be connected remotely on 21 Aug 23, however no connection was made and landline completely dead.
Contacted Talk Talk via online chat and went through all the diagnostics to no avail. Was then put through to the Order Management Team, as it appeared services had not been connected remotely as agreed. Was told by them that Openreach said they could not connect the services because -
“the customer provided instructions different to those provided by the current provider, the installation address was unoccupied or the premises were not ready.”
I’ve no idea what this means (although I know the previous occupier of the flat was connected to Sky), however I was then given another Openreach appointment to connect the services remotely on 31 Aug 23 (ref C22BFB8FR). 31 Aug came and went, no contact from anyone, still no services connected and landline still dead.
Contacted Order Management Team again via online chat and this time I was told Openreach had detected a problem at the local exchange and that was being fixed before I would be connected. Given new Openreach appointment for remote connection on 7 Sept (ref C2A36E8FR).
I’ve now been completely without any broadband or landline since 21 Aug 23 and to make matters worse, Talk Talk have now sent my first bill for services I haven’t even got! I’m assuming I’ll be due automatic compensation for all this delay.
I feel like I’m going round in circles and communication from Talk Talk has been poor.
Other residents of the flats I’m in have no problems with their services, so I don’t understand what the problem is and why I’m still not up and running.
Can anyone from the community, or any of the Talk Talk Support Team offer any explanation as to why it’s proving so difficult to connect my broadband and landline services and whether it’s likely to be resolved by the next connection date of 7 Sept?
Thanks,
JGC35
JGC35
