Fibre Upgrade

[Dundin1]

I have spent over 4-Hours on Live Chat with TalkTalk 'experts' trying to sort a problem that i'm sure is very simple to rectify but I just get passed from department to department, person to person, repeating the same discussion. Hopefully, someone can help, TalkTalk seem incapable!

I've been waiting since December 30th for a reply back which was promised, but also they have failed to do.

We had the full Fibre service upgrade which was completed on the 30th December with new fibre cable into the house connected to a new ONT box & a new Router. The 3-green Neon indicators on the ONT box are all illuminated  so I understand the connection is all good. The Router still has a solid Orange illuminated indicator on the front which indicates no broadband connection. We have tried the 20-minute power off then switch back on routine several times but to no avail. The router is connected to the ONS Box with the ethernet cable supplied &  photos  of both, with the cable connections were given to the live chat people when requested.

The 'old' copper telephone cable connection is still operational so TalkTalk 'experts' simply think our broadband connection, when tested, is good & seem unable to understand that there is any problem!!

The last conversation with thehelpdesk on the 30th December was that as I've had a Laryngectomy, speech is difficult for me so I asked for an email, Txt msg or even WattsApp with an explanation of what I should do rather than a telephone call but so far.....utter silence!!

So, What do I do now? Any suggestions to what the problem is & how I go about getting the problem resolved??

Or..... should I give up on TalkTalk & go to another provider???

[nambuso-TT]

@Dundin1 I understand how frustrating this situation has been for you, and I sincerely apologize for the time it has taken to resolve the issue. I have reached out to the team handling your case and will follow up with them. I will provide you with an update as soon as I have more information.

[KeithFrench · Accepted solution]

Hi @nambuso-TT 

Are there any updates on this? The customer @Dundin1 is understandably frustrated.

[Dundin1]

Hi Nambuso, Our fibre line is still not working for Broadband or Telephone. We are still getting I/net on the old copper line but have no telephone connection! The fault with the fibre line was first reported 31st December, the day after installation. We have had no further information concerning the fault other than you suggesting we should be patient! At no time has it been suggested that the new Router could be faulty therefore that suggests TalkTalk infrastructure is at fault. We have been patient & waited for 2-weeks but we cannot wait longer. The delay does also suggest that infrastructure cannot support our fibre connection & we should consider it unrecoverable. I am self-employed running my business from home. I don't know how much business i have lost but this situation cannot continue. Unless you can provide us with firm information as to when the fault will be fixed we shall have to consider changing to a new provider.

Trust you understand. Thanks

[nambuso-TT]

No worries @KeithFrench and thank you for helping out:) 

@Dundin1 I am very sorry to hear that you feel this way, please do allow them some time to work on this to find a suitable resolution for you.

[KeithFrench]

Hi @nambuso-TT 

Thanks for confirming this for the customer. Of course, I cannot see any of this information myself (quite rightly), so all I can do is take the customer's post & try & act on that.

[Dundin1]

Hi Keith, Apologies, I am truly grateful for all the time & effort you, personally, have put in.

When it comes to an input from TalkTalk, it just seems to hit a blank wall!

Other people in my street have had this fibre upgrade. Their switchover was virtually instant. Mine is getting on for 2-weeks!!

[nambuso-TT]

I understand your frustrations regarding this however Since we provided the details yesterday, please give our specialist team some time to review this. They will get in touch with you soon. Thanks

[KeithFrench]

Hi @Dundin1 

It was most certainly not a waste of time on my part. The part of TalkTalk that I can contact have been trying to get this resolved for you. Obviously, as just a customer myself, I have not been party to what was agreed, particularly in terms of timescales, etc.

@Lorrainef - can you give this customer any updates, as he is understandably frustrated that this is still not resolved?

[Dundin1]

Good Morning, After the flurry of discussion yesterday, I really was hopeful that the Fibre Line would be up & running but its still not working! Was that it all just another pointless exercise? Is anything going to happen? How long does it take for a seemingly simple switchover? I'm just left with no reason, no exscuse other than the usual platitudes & no communication from yourselves.

[mandisa1-TT]

@Dundin1 Thank you.

[Dundin1]

Hi Keith, Just to confirm that information & detail requested has been sent

Thanks

[KeithFrench]

Great, thank you @mandisa1-TT 

[mandisa1-TT]

@KeithFrench The information has been provided to us and has been successfully escalated and we will provide feedback once received. Thank you so much:)

[KeithFrench]

Hi @Dundin1 

Hopefully, I have managed to get this escalated for you. Please can you reply to the PM that @nambuso-TT has sent you?

[nambuso-TT]

Hello @Dundin1 . I’ve just sent you a Direct Message because I need you to confirm some details so that I can arrange further assistance for you.

[Thabile-TT]

Hi there @KeithFrench I appreciate all your support.

[Dundin1]

Hi Keith, Just switched the fibre line back on. The 3-green indicators on the ONT box are all illuminated as previous. The router, when switched on, went from the initial solid orange, through to flashing orange / white & then back to solid orange. All as previous.

[Dundin1]

Yes, old router & phone line is working good & i have been using it for broadband.

Will be switching the fibre back on shortly, when the 20-mins is completed & I will leave switched on.

[KeithFrench]

Hi @Dundin1 

I have just sent a PM to my contact & hopefully she will respond at some time today. To save any confusion, please can you leave the router turned on & connected to the ONT.

Do you still have your old router, if so, does that still work over your old phone line? If it does, you could use that for temporary service until the Full Fibre issues get resolved.

[Dundin1]

Thanks Keith, much appreciated.