Downtime

[Annscan]

I have been without internet for two days now (today day 3)

Numerous attempts via their live chat unsuccessful as over two hour wait. Managed to get through on the telephone only to be told I need to be at home (had to go into work as couldn't work from home!!)

And they would call me back at 4om. So I left work early, no phone call. So I'm not further forward to getting this resolved on day three

The customer service has been so bad I'm leaving when contract is up

Has anyone managed a way to get their problems resolved easier??

[amahle-TT]

Hi there, we are sorry for any inconvenience this may have caused kindly contact our full fibre team and they will be able to assist you further:

03451720074
Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

[Gliwmaeden2]

Staff can offer support if you start afresh in a new thread, @HandbridgeLife.

They only respond to the original poster, to avoid confusion between accounts. Please return to the message board and click on start a topic. 

Support staff will follow up after the weekend. 

If you are quick today you may be able to reach the Full Fibre team on 03451 720074 or 03451 720088 before 6pm.

Not then open before Monday 9am

Chat is also available, and open on Sunday. 

[HandbridgeLife]

Mine has been down for 3 days and counting as well.  There are zero updates on the open case record which is hugely annoying as well as there being no way to either chat or speak to a human.  I too will be looking elsewhere when my contract is up.  Spoke to an Open Reach guy in the street who thought there was probably an issue within the local exchange.  To confirm the problem is outside of my premises and the LOS light is red in case anyone is interested.

[KeithFrench]

Can we now get back to the problem at hand? @Annscan have you tried contacting the full fibre helpdesk & what did they say?

[Billx]

Hopefully, it can be dealt with, in a couple of days.

[mandisa1-TT]

It is being investigated.

[Billx]

@mandisa1-TT 

Yes I am well aware that is the right number, but it is being misdirected.

[mandisa1-TT]

Thank you for notifying us @Billx, I did flag it when you brought is to our attention and it will be investigated. However the full fibre number is the one we have been providing (03451720074 ), 

[Billx]

Yes, @KeithFrench , @mandisa1-TT ,

it might be the number quoted by TalkTalk,

but if it is the wrong number, or the number leads to the wrong number,

then TalkTalk needs to be notified, as I have suggested more than once.

Now, I am not going to notify them, because I don't know the phone for that.

Maybe the staff here, do have that contact.

[mandisa1-TT]

That is correct @KeithFrench that is the only direct number for the Full fibre team.

[KeithFrench]

Hi @Billx 

That is the number quoted by TalkTalk, hence why I put it in relevant threads.

[amahle-TT]

Thank you @KeithFrench. 

[Billx]

Hi, @KeithFrench 

'Full Fibre Helpdesk on: 0345 172 0074'

0345 172 0074 takes one to 0345 172 0088. So there's not much point calling Full Fibre  direct  at 0345 172 0074

I have reported this previously to TalkTalk staff here.

[mandisa1-TT]

Thank you for the support @KeithFrench 🙂

[KeithFrench]

Hi @Annscan 

If you have Full Fibre (you have posted this in the Full Fibre board), then you will not have a master socket at all.

The TalkTalk support staff on this forum do not have access to the Full Fibre systems. Therefore, you will need to contact the Full Fibre Helpdesk on: 0345 172 0074.

Their opening hours are Monday-Friday 09:00 to 19:00, Saturday 09:00 to 18:00, Sunday: Closed.

You may not always be able to speak to someone on this number; they may send you a text message instead. If that is the case, the text will contain a link to start an online chat. On that chat, you can insist on speaking to a person, but there may be a delay before you are connected.

[Gliwmaeden2]

@Annscan, you will always need to be present at home for testing purposes, so it wasn't unusual for phone support to require that, and online support does too.

It's because, to find the source of the problem you need to change the set up at the master socket so tests can be run.

Staff are usually on here c 7am - 5pm GMT, Monday to Friday only.

[mandisa1-TT]

Hi there @Annscan We sincerely apologize for the inconvenience caused to you. I would love to look into this for you, we will need to complete diagnostic checks to detect the fault. Are you messaging us from home?