No Internet. 27 calls no resolution. Always disconnected.

[1Cherry1]

No Internet

Was on Fibre 66. Reconstructed Jan 6. Today no Internet. Was told service was downgraded to ADSL at 50% higher cost. No such consent. Told to upgrade to Fibre again to resolve. Still no Internet. Told will not be active until 6 March.  Then told ADSL was rejected by Open Reach on 6 Feb.  Why does the router show no Internet? Orange flashing light.  If there was Internet yesterday why not today? Support is useless. No answers from anyone.  I cannot tolerate this any more. Fo I just leave Talktalk?

[1Cherry1]

But it is useless.

The public cannot speak to OpenReach. Their emaila advisors state ask the supplier to contact them.

TalkTalk refuse to contact Openreach and claim they cannot.

Now with CEO office and then I am sure it with go to the Ombudsmana s TalkTalk will not do anything.

Anyway, I will now try and another supplier and see what they do when Openreach reject the order. I have no choice.

[Arne-TalkTalk]

Hi 1Cherry1

Sorry that you are unhappy.

As you have an open complaint we have to let the complaints team deal with this. 

Hope it gets sorted soon. 

[1Cherry1]

Is it true that OpenReach will refuse to order Fibre to cabinet if Full Fibre is available?

[1Cherry1]

Profile updated.

On 3rd attempt Openreach rejects order. TalkTalk orders never tell me of the rejection.

Openreach stated:

I’ve looked into your enquiry and can confirm our systems are already showing that Fibre to the cabinet (FTTC) is available to order. All you need to do is place an order with your chosen service provider to enjoy the benefits of faster fibre broadband.
 

If your provider has any issues placing an order, ask them to contact us directly.

TalkTalk refuses to contact Openreach to ask why and resolve it.
They say the order is rejected so we do not have a reference number and cannot contact Openreach.
All Talktalk want to do is give me a deadlock letter.

I am left with ADSL and TalkTalk say I need a new line with a new number.

Why cannot TalkTalk resolve this?

[Landline2]

Yes incompetence is a good description, my technical issues have now been sorted but I am still trying to sort the resulting complaint with them.

Worth getting a CMP Complaint reference out of them early if you are staying as at least you have a reference when trying to negotiate your way through the hopeless telephone customer services lines. Good luck!

[1Cherry1]

The Cube engineer came and said:

1. TalkTalk have moved you from Fibre to a DSL line (no idea why they would do this).
2. There is no Internet at all in the premises. There is no connection or sync. TalkTalk should have know this from their tests.

3. It seems TalkTalk they have defined the line from the cabinet to the Internet location as being Copper, when it should be specified as Fibre as Openreach have removed such copper lines. They have specified something that does not exist.  This is why all orders for Fibre 66 will be rejected.
4. There is no Internet service as the software will not sync.
5. An Openreach Engineer is booked for Monday.

This is complete incompetence.

Why did TT change the Fibre service to DSL and place the order themselves 1 day after re-contracting?

TT want to charge more than the failed orders. They must want me to leave.

[1Cherry1]

No, no other providers.
When TT knew I was leaving I was offered a better deal and accepted the deal to stay.

Now the order department claims that I am on ADSL at 52 mbs and Fibre speed will be the same.
How can a ADSL copper wire provide 52mnps. It is 3.5mnbps.

Then she wants to charge £29.,99 a month. More than was agreed yesterday.

I am just fed up.

I may as go to Vodafone Full Fibre 82mbp  Effective price  £15.42 a month + 15% price rise shortly.(£145 voucher + £37)..

Still better deal than TT who are now being pathetic. Making a mess, and charging Silly prices, more than their own website costs.

Full Fibre cabinet is outside the house!

[Chris-TalkTalk]

Hi Cherry1,

Could I just ask, had you contacted any other providers recently with a view to moving to a new provider?

Chris

[1Cherry1]

Update:

3rd Jan I signed up to Now Broadband.
5th Jan TalkTalk offered a deal and I decided to stay. Contacts provided.
5th Jan I told Now  Broadband I was staying with TalkTalk
TalkTalk claim that because I decided to leave the Fibre was cancelled and replaced by ADSL and they did not tell me and decided to charge £32 a month.

TalkTalk me claiming I did cancel the move in time. Of course I did and they should not have allowed a cease as I re-contracted.

Now Talktalk say all orders for Fibre are rejected and the line cannot take Fibre, despite having Fibre for years.
They have to order a new line with a new number. This is not acceptable. The number cannot be lost.

No explanation why the Fibre did not continue, why the cease was allowed, why ADSL was provided at £32 a month without telling anyone.

This is nothing but incompetence.

Still no ADSL (or Fibre) connection at the property.

[1Cherry1]

No. They want to send a Talktalk engineer to see if the home set up is correct. It has been the same for 20 months. This is pointless.

The package has always been Fibre 65 and whoever decided to downgrade to ADSL failed as OpenReach rejected it.

Yesterday, I was forced to upgrade to Fibre again, even though I already had Fibre. Retentions say it should work immediately.
It seems internet it is switched off.

[Karl-TalkTalk]

Hi

I can see you have called in this morning, did our colleagues advise they were placing an upgrade order for you.

Thanks  

Karl. 

[1Cherry1]

Profile updated

[Karl-TalkTalk]

Hi

Can you add your home phone number or account number to your 'Community Profile' so we can locate your details and take a look.

Thanks  

Karl.