Broadband Down

[Neil2439]

My broadband went down on the 18th Jan 25, spoke on chat and an engineer was booked for Monday 20th, he diagnosed the problem as a faulty router and ordered a new one. On the 21st I went back onto chat to confirm it was ordered, I was told as there was a cease on my account I wouldn't be getting one?? I explained my switch over to a new supplier wasn't until the 21st Feb but was told the only way to get a new router was to cancel the cease. After expaining that I have been a customer of TalkTalk for over 20 years I was told one would be sent out. Went on chat again on the 22nd to be told the order had been cancelled because I was on cease, so went through the whole process again and told a router would be sent out. Went on chat again on the 23rd to confirm that it was on the way as I'd lost all faith by now I was again told no router would be coming but she would book me an appointment for a Openreach engineer for today the 24th Jan. Engineer arrived this morning and again fault was diagnosed as the router, he spoke with Talktalk and they said sent in your report and ask the customer (me) to call within 3 hours. I have just called to be cut off after 17 mins so I called again, spent 35 minutes on a call with an agent to be told I can't have a new router as I have a cease on my contract, I expained I am paying for a service which you aren't providing and am disgusted that they treat customers this way. I asked to speak to a compaints manager he said he'd put me through and yet again I've been cut off. In total I have been on chat for over 6 hours this week, have been without broadband for 6 days and have been on the telephone for over an hour and have achieved nothing. This is absolutely diabolical service and I will be taking it to the ombudsman. Now I'll wait and see if I get a reply to this.

[Karl-TalkTalk]

Hi

I've been looking into this here, and going over the account, I can see they did respond to my request, if a little slowly , and I'm showing a router dispatch on the 27th, with a tracking number.

I'll send you the tracking number via a PM.

Karl.

[Neil2439]

Karl so basically you are saying that Talktalk are refusing to offer me the service I am paying for? How do I claim compensation?

[Karl-TalkTalk]

Hi

I did request this using our manual process for when an account does not send or has errors etc.  If the teams will not send one either, when requested manually, then this is their decision and there is nothing further I can do here to make them send one.

Thanks  

Karl. 

[Neil2439]

So why was I told by Karl that he had overridden this and one was on the way?

[Debbie-TalkTalk]

Hi @Neil2439 

If you have an open order to transfer your service to a different provider then we will be unable to send out a router, the system will not allow us to process the router order.

Thanks

[ferguson]

Ah, I do wonder if the fact that you are leaving is why TalkTalk will not supply a replacement router?

[Neil2439]

I have now been without broadband for 10 days, I've been promised a new router by 3 different people and also Karl on here, obviously all lies. I move to my new supplier next month so Talktalk intend to leave me without Broadband for 3 weeks, a service I am paying for but not receiving. They do everything to make life difficult when you leave them, irrespective of how long you have been with them (over 20 year), but they'll still expect me to pay the bill. Let's see what excusey you make now Karl 

I also asked for all the transcripts of my chat, guess what, never received.

Tired of all of this now and will be going through the complaints process for compensation. 

[Karl-TalkTalk]

Hi

Usually this is out within 48hrs.

Thanks  

Karl. 

[Neil2439]

I do hope so Karl as I've lost all faith after this week. Any idea when I can expect it?

[Karl-TalkTalk]

Hi

As there is an open switch order on your account,  this will not allow any equipment order to be placed directly.

I have placed a manual equipment order to our logistics teams requesting a router be sent out to you.

Thanks  

Karl.