Full fibre installation

[JuliaH8]

Please help! Day 8 without internet connection since Outreach came to connect full fibre. There was no connection when the engineer left. He said I would have to contact Talktalk as the problem was likely at their end. I have now spent 10 hours being passed from one agent to another including the complaints team who, in spite of promising a call back twice, have failed to get back to me. I am going round in circles and am no further forward. I’ve also tried the 0345 number and have been directed to the chat. I don’t know where to go next. I am normally very calm and patient but my stress levels are now through the roof! What next?

[Karl-TalkTalk]

Hi

Glad the engineer resolved this for you.

Regards,

Karl. 

[JuliaH8]

I have wi-fi!! Thank you for your perseverance in pushing to resolve this.

[JuliaH8]

Hi Michelle,

Openreach engineer booked for Saturday morning. I’m hoping he will finally be able to make the connection! I’ll update here tomorrow.

[Michelle-TalkTalk]

Hi Julia,

How are you getting on?

Thanks

Michelle

[Michelle-TalkTalk]

Hi Julia,

Thanks for the update and I'm glad to hear this. I'll check back with you on Friday.

Michelle

[JuliaH8]

Update: Just received a call from Technical Team. Hoping to have this issue resolved by close on Thursday. Further update then.

[JuliaH8]

Thank you for your efforts Michelle but it appears the team are not listening. I look forward to having a response later today and finally getting this resolved.

[Michelle-TalkTalk]

Hi Julia,

I'm really sorry. I've contacted the Team Manager and asked that this is picked up straight away. I'll post straight back as soon as I receive an update.

Thanks

Michelle

[JuliaH8]

Thank you. I have read the information which states that Talktalk have 2 working days to try to fix the problem. Talk talk were informed on 03/01 as soon as the full fibre had been installed and have had 6 working days to try to fix it and have done nothing. My complaint was also logged on the same day after 3 hours on the live chat. I will do as you advise and leave the DD in place but I will be cancelling the contract as soon as I am able to speak to someone. 

[Gliwmaeden2]

@JuliaH8, leave the Direct Debit in place, because you are too late to stop the system trying to process the payment on Thursday. It's less than 3  working days away, so would simply incur extra charges and could end up affecting your credit rating. 

 There's an automatic compensation scheme for complete loss of service  / delay to service starting etc, so read this article as it explains it all:

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

[JuliaH8]

Still no communication from Talktalk today. How do I get a resolution to this ongoing issue? I plan to cancel the direct debit payment due on 16/01 as I have had no internet since installation on 02/01.

[Michelle-TalkTalk]

Hi Julia,

Apologies, I've chased this for an update now.

Michelle

[JuliaH8]

No contact over the weekend apart from an email to say first payment will be taken on Thursday! I would be very grateful if you would chase this for me. Many thanks.

[Michelle-TalkTalk]

Morning,

Have you been contacted since your last post? If not then I can chase this for you.

Thanks

Michelle

[Gliwmaeden2]

There's still a chance they contact you over the weekend, @PandoraS15.

However forum staff are not on here again before Monday.

[JuliaH8]

Update:

No contact from anyone today. Tried the chat again this evening but after 2 hours waiting to be transferred to an agent, closed the conversation at 9.08. No further forward.

[Michelle-TalkTalk]

Hello,

No problem. You should hopefully be contacted today.

Thanks

Michelle

[JuliaH8]

Thank you!

[Michelle-TalkTalk]

Morning,

Thank you. I've escalated this over to our Faults Escalation Team now and I'll post back here as soon as I receive an update. It's possible that the team may also contact you directly.

Thanks

Michelle

[JuliaH8]

Information updated