Full fibre broadband has never worked

[antonyjpharris]

I subscribed to TalkTalk full fibre broadband following a few years using their copper phone line broadband. The installation took place in November, but the onsite engineer could not get it to work. I wasn't too bothered at that time because the existing copper line connection was still working. Then on 06/12/24 my original copper phone line broadband was disabled (by TalkTalk presumably). Now we have no internet connection at all. My wife and I work from home so this is CRITICAL for us. I contacted eero who ran through some checks but advised that there was no issue with their box and to contact TalkTalk. I then spent ALL DAY 11/12/24 on the TalkTalk chat support (because the support phone lines have apparently been taken down), and despite talking me through several more  reboots and resets they could not fix it either. I was told that a support manager would call me and I have heard nothing. This is the worst customer service I have ever experienced, for anything. What am I supposed to do now?

[Anonymous]

Good morning,

I can see that the fault has been assigned to an engineer this morning so hopefully it won't take too long to resolve.

Thanks

Michelle

[Anonymous]

Good afternoon,

Apologies, no additional updates as yet so I'll check again first thing tomorrow morning.

Thanks

Michelle

[Anonymous]

Morning,

Just a quick update to let you know that I checked earlier this morning and the fault was still under investigation with Openreach so I will check again later on this afternoon.

Thanks

Michelle

[Anonymous]

Morning,

Thank you. I can see that a fault has been raised to Openreach for investigation and I'll check for a further update first thing in the morning for you.

Thanks

Michelle

[ferguson]

Excellent, thank you, spot the wee Lego man below your avatar!  🙂

[antonyjpharris]

Ok found it in an old email and have updated profile

[ferguson]

Your account number will be available from your TalkTalk bills.

[antonyjpharris]

Yes I did but didn't enter TalkTalk phone number because I don't have landline, or Account number because I don't know it. My email address is *removed for security* and this and my phone number are what I usually use to let TalkTalk know who I am

[ferguson]

I can't see the indicator that shows you have completed your profile. Did you go to the link I posted here? Make sure to click Save Changes at the bottom. 

[antonyjpharris]

Have completed personal info. By the way I can find no way to get back to these messages from the menu on this website. If I click on the icon with an number of notifications  it shows no messages. So I have to click on the link from the emails.

[antonyjpharris]

I can't see how to do that. What do you need to know?

[ferguson]

@antonyjpharris 

Please complete your profile as I mentioned earlier.

[ferguson]

@DJI_MINI_2_SE 

I am sure you intend to be helpful, but can we just leave this for the support team to investigate, please? 

[antonyjpharris]

Correct. You can't phone them. You can only contact via chat. They said they didn't know why it was not working/

[DJI_MINI_2_SE]

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Firstly I did not know they would stop the existing copper service while the new full fibre service was still not working. Secondly, TalkTalk was made aware that it was not working by OpenReach, eero and myself, several times.

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That doesn't make any sense you said FTTP was installed in November didn't work and you carried on using copper until 6 December. as you said in the OP -

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@antonyjpharris wrote:

 I wasn't too bothered at that time because the existing copper line connection was still working. Then on 06/12/24 my original copper phone line broadband was disabled

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So you are saying you complained in November and several times after that and they still hadn't come out to sort the FTTP connection by 6/12  when your copper connection was switched off, what did they say each time you phoned them i am sure other members will be interested.

[ferguson]

Don't worry about speculative comments at this stage, but do complete your profile as I mentioned so that the support team can look into this for you. 

[antonyjpharris]

Firstly I did not know they would stop the existing copper service while the new full fibre service was still not working. Secondly, TalkTalk was made aware that it was not working by OpenReach, eero and myself, several times.

[ferguson]

@antonyjpharris 

If you would like the support team here to look into this for you make sure that your personal details including TalkTalk phone number or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

[DJI_MINI_2_SE]

This is one of the strangest posts i have read.

You had FTTP installed it didn't work and knowing the copper service would be turned off anytime soon for some reason didn't think it important to inform TT customer service your newly installed FTTP connection was not working,  TT then switched the copper service off as you knew they were going to and you  say -

"This is the worst customer service I have ever experienced, for anything. What am I supposed to do now"

 if you had told them in the first place FTTP was not working you would not be in this position now the blame here lies with you not TT support!