Fttp disconnected

[Derek44]

Hi, 

We have no broadband since 16th Dec, we only realised when we came back from Christmas break.

We found that was our neighbour mistake who renewed his broadband with other provider with typing our house number by mistake, I spent hours in the phone and chat with no luck, account is active and we pay our bill but it says fttp disconnected next to my account nr when logged in, this is not my fault obviously how can I have my broadband back as they only switching my calls between different departments a no one can help, any advice please? 

[Derek44]

Please see response of your colleague on 17th December

Utkarsh|18:31 PM

Thank you for the information and support, and thank you for giving us the opportunity to assist you today. We see that you are on Fibre 150 Data, which started on 08/08/2024 and will end on 07/02/2026. Do not worry, we see that there is no cancellation request raised. We would request you to please ignore the email and call if you will face any issues further. We are here to help, so don't worry, your services will not be stopped. I will make a document for this so that you will not face any issues further.

[Derek44]

This is not true, I've spent hours on chats and phone responding to this and I was assured my service won't be disconnected, all of a sudden it is.

I have copies of chats saying this, what is going to happen to my account now? I'm still paying with no broadband service, what is going to happen to this account when I take another, will all remain the same? Eg speed, contract length monthly payment?

Regards 

[Arne-TalkTalk]

Your last bill was the 31 Dec, we emiled you in Dec to advise a switch order has been recieved and if you didnt want to leave, to contact us, as we did not recieve any resopnse we have to believe that the switch order is valid and you had decided to cancel.  

A new order is the only way to get connected. 

[Derek44]

Hi, how come you still charging me monthly for the service I don't receive, my account is active, direct debit setup etc. However you allowed someone from outside place an order for my address without telling me. I would like to carry on the service I'm paying for as there is one more year to go and I won't be paying extra money for terminate my contract or any other fees obviously, can you just reconnect me using different/new  account with the same direct debit amount and the same remaining period as per contract which is feb 2026? Regards

[Arne-TalkTalk]

Hi Derek44

The only way to restore the service is to place a new order. 

You will need to contact our sales team 0800049653

Sorry

[Divsec]

Hi @Derek44 I hope your neighbour is sharing his internet access with you until we get this sorted out for you!

your post has been escalated and you should hear soon.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.