On 12th February my fibre 65 stopped working, it was installed 2 years ago. I contacted TalkTalk and eventually an engineer was sent. The engineer arrived at 9am (was told 1-6pm slot!) and found the service light out on the ONT. He made a call and the service light came on. He could not connect to the internet. For some reason at about 8pm the internet came on. 2 days later internet off again. Contacted online chat, which if I'm being brutally honest is appalling unless it's just a loose cable. After about 3 hours of being bounced from one agent to another and going over the same questions repeatedly I was so frustrated that I used my phone to look at Zen Broadband. I was about to switch, when TalkTalk phoned me. The agent told me that to solve my problem I should switch from Fibre 65 to Fibre 500. It was at a better price and with the latest modem which would be with me in 3-5 days. In total I spent 8 hours on the phone and online chat, it is not fit for purpose. After 5 days and no router appearing, I contacted chat again. It would appear that my fibre 65 was cancelled, therefore no internet. I was not told that I would be without internet as I was simply switching from one service to another. I was told that I had a go live date of 17th March 2025 and an engineer would come and install the full fibre! What? No matter how many times I tried to explain that full fibre is already installed no one seemed capable of understanding this. I assumed I was just switching from fibre 65 to 500. I am so angry and frustrated, I work from home for a local hospice, my wife works for a medical museum and needs internet at home to plan visits and talks, my security cameras require Wifi as does my printer. So in summary TalkTalk have deprived me of our work, security and general internet usage for over a month. Nothing seems to change when I try to speak to them, just reminder emails of my impending totally unnecessary installation. PLEASE can someone sort this out before I explode!!!!! I had aggressive prostate cancer diagnosed in July 2024 and a prostatectomy in August. I rely on the internet to receive appointments etc, this is really affecting me and my family at this important time.
