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FIbre Support

Get expert support with your Fibre connection.

New fibre connection not working

RS200Phil
First Timer
Private Message

on ‎18-02-2023 06:46 AM

Message 6 of 6

I had full fibre installed on Wednesday morning and since Friday lunchtime the service has been offline.  I then received an email saying TalkTalk are aware of the fault and an engineer will be on their way in 2-3 working days.  Presumably that'll be Tuesday/Wednesday.

Is this serious????  I work from home and rely on solid internet - which is why I was delighted to be offered the upgrade.

Unbelievably bad customer service.  How can this be escalated?

 

Phil
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5 REPLIES 5

Karl-TalkTalk
Support Team
Staff
Private Message
In response to RS200Phil

on ‎22-02-2023 07:51 AM

Message 1 of 6

Hi Phil,

 

Do Chat with our Full Fibre Team and let us know what they advise.

 

Regards,

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.

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RS200Phil
First Timer
Private Message
In response to Michelle-TalkTalk

on ‎22-02-2023 06:42 AM

Message 2 of 6

No, I didn't see much point as I assume they are aware there is still a problem.  I was going away for the weekend so I had no time (my family used hot-spots for the weekend).  Other than expressing my frustration I didn't see what delaying my departure would achieve.

However, it's still not working, so I have been without the service for almost 5 days now, after 2 days of operation.  I will try the chat today unless I hear otherwise.

In the meantime I reconnected the old service and luckily it's still working, so at least we're live again now.  Glad I didn't return the old equipment immediately!!!

Phil
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Michelle-TalkTalk
Support Team
Staff
Private Message

on ‎20-02-2023 07:01 AM

Message 3 of 6

Morning,

 

I'm sorry to hear this. Can I just confirm, did you manage to chat with our Live Chat team?

 

Thanks

 

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences


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RS200Phil
First Timer
Private Message
In response to Gliwmaeden2

on ‎18-02-2023 11:21 AM

Message 4 of 6

Thanks very much for your time, I will do.

I had a visit from a BT Openreach this morning - obviously completely useless as they can't touch the City Fibre installation, so the chap was very apologetic as he left after doing nothing.  I've since received a message from TalkTalk to say the call is complete and the fault is cleared!!!  Obvs that's not the case.

I'll go onto chat now then.

 

Phil
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Gliwmaeden2
Community Star
Private Message TalkTalk

on ‎18-02-2023 08:58 AM

Message 5 of 6

Your topic is in the queue for attention, @RS200Phil, but there is no staff support on here at weekends. 

 

For more immediate help use Chat, as detailed in this link:

 

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

 

The number for Future Fibre support is 03451 720074. Not open Sunday. 

 

See all details of opening hours in the above link.

Gliwmaeden2, a fellow customer.
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