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on 18-02-2023 06:46 AM
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?
on 22-02-2023 07:51 AM
Hi Phil,
Do Chat with our Full Fibre Team and let us know what they advise.
Regards,
Karl.
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on 22-02-2023 06:42 AM
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!!!
on 20-02-2023 07:01 AM
Morning,
I'm sorry to hear this. Can I just confirm, did you manage to chat with our Live Chat team?
Thanks
on 18-02-2023 11:21 AM
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.
on 18-02-2023 08:58 AM
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.