I lost broadband overnight on 11th-12th November. (There is also very occasionally interference on the copper landline.) I am elderly, unwell, and vulnerable and unable to order supermarket deliveries, pay bills, use the doctor’s online system. NO-ONE AT TT WILL TAKE OWNERSHIP OF HELPING ME.
My contract is for Fibre 65 – Fibre to cabinet, plus copper landline. My profile says FFTP but I am not so connected – I am told this is TT’s ‘vision’, but I need the security of the copper line. Your teams seem confused.
My phone is not a smart phone – no internet. I am only able to send this by briefly borrowing a tablet with a SIM.
After hours battling on a dumb phone with TT Tech (‘not our department’), on hold, and with TT Fibre Team, they sent a TT engineer on 19th November. He said TT SHOULD HAVE SENT OPEN REACH. His check - which he showed me - indicated no problem with my router/network but clearly AN ISSUE AT THE STREET CABINET – not his job.
The response from TT was yet another stupid message about ‘going online’ to check ‘why I cannot go online’, and ‘check my devices’ when TT engineer has confirmed no issue there.
After a further hour on the phone got passed to complaints at Salford who took details & promised call back next day. That call was simply me repeating the story, the agent forever consulting his boss, then closing the call by saying being escalated and someone would call back same day without fail. No-one called. And they do not take incoming calls.
HELP. PLEASE!
HELP. PLEASE!
