Engineer hasn’t shown up for the second time!

[bookercreed63]

After the first engineer not showing in January (which I made a post about), we went through the whole procedure again through phone. We we’re supposed to receive Fibre 150, the TV add on with the 4k box, and a way to still be able to receive calls through our landline.

We got quoted £29.50, which was actually a bit cheaper than the first time round. It was supposed to be installed today in the AM, but alas, they haven’t showed up again.

We considering leaving after the first mishap, but unless it can be sorted somewhat promptly, I think that will be our only choice.

Please, at least try to give us a reason to stay with your company.

[Debbie-TalkTalk]

Hi bookercreed63

Ok, please let us know if you need any help with this.

Thanks

Debbie

[bookercreed63]

Hi yes,

Just waiting for the new router and TV box now.

Thanks a lot for your help.

[Debbie-TalkTalk]

Hi bookercreed63

Has the connection been working ok since your last post?

[Karl-TalkTalk]

Hi

If you requested a TV box with your order, one will be dispatched, however this is never sent until the broadband is up and running, so a Tv box never arrives at the start of install, but when the broadband shows as active on your account.

Karl.

[bookercreed63]

Hi this has worked great and we are now up and running.

One more thing, can you confirm I will be receiving the new router and 4K TV box?

Thanks.

[Debbie-TalkTalk]

Hi bookercreed63

It's no problem. Please let us know how you get on.

Thanks

[bookercreed63]

Oh sorry about that. I'll try that when I get home and let you know how it goes.

Thanks.

[Debbie-TalkTalk]

Hi bookercreed63

The team made a change, this is why we have asked if you can power down the router.

Thanks

[bookercreed63]

I'm not at home at the minute, but I have already tried troubleshooting this by powering down the router for 20 minutes then reconnecting, and also factory resetting the router with the reset button on the back. Both of these haven't worked.

EDIT: If it matters, the broadband cable is no longer plugged in, but the WAN port has a cable running to the ONT box.

[Debbie-TalkTalk]

Hi bookercreed63

Thanks for your reply.

Our order management team have taken a look and advised that this should be working.

Please can you try powering down the router and re connecting again?

[bookercreed63]

Hi, this was OpenReach.

I don’t recall receiving a FTTP order number, sorry.

[Debbie-TalkTalk]

Hi bookercreed63

Was this a City Fibre installation or Openreach?

Do you have a FTTP order number? Please can you add this to the Private Notes section of your Community Profile.

Thanks

[bookercreed63]

All lights except from the alarm light are lit on the ONT box.

Not sure how to connect directly to it.

The router is the TalkTalk Wi-Fi Hub.

[Michelle-TalkTalk]

Hello,

I'm sorry to hear this. What lights are currently on the ONT box please? Are you able to connect if you connect directly at the ONT with the router removed? Which router do you have please? (make and model)

Thanks

[bookercreed63]

An OpenReach engineer came on the Saturday and installed a little box in our house that connects to our router. That all went fine, but he left saying that I should have received my new router and TV box by now (which I haven’t), so he just left the router to restart and said it would be fine anyway.

The router never came back on, and we’ve been without internet over the weekend. After each restart, it flashes white and amber for a while, then just solid amber.

Can someone help me with this, and check that I will actually receive my new equipment?

Thanks.

[Michelle-TalkTalk]

Hello,

Thanks for the update and please let us know how you get on.

Thanks

[bookercreed63]

OpenReach came yesterday to install the fibre lines, and said an engineer would be coming on Saturday.

This is hopefully now solved.

[ferguson]

Sorry, I meant after the support team here sent you a PM you don't appear to have followed that up. But of course they will be happy to look again when they are back online. 

[bookercreed63]

Yes I did? You sent me to a support link page on how to contact TalkTalk, and I contacted the future fibre team like you said. The other people who responded also told me to ring them, so I don’t know what you are getting at, since I pursued all help I was given (that’s how I placed a second order and arranged for another installation).

I also understand that I won’t get an instant response, I’m just posting for the staff to see on Monday.

[ferguson]

As is the case the last time you posted, the support team won't be back online until Monday. They offered to help previously, but you didn't appear to pursue it. 

In the meantime I can only suggest once more that you contact the Future Fibre team directly.