Getting Error 503 - have NOT moved house - 9th time this has happened where no internet

[RichCobley]

Hi

I'm getting an error 503.  I have not moved or anything.  there was a mistake on my account which was supposedly fixed a month ago where you had the wrong address.  Again, we have no internet, we have no mobile reception and my wife is an oncall social worker.  This is the 9th time this has happened.  Please sort this out as a matter of urgency.  I'm really tired of this now.

Rich

[RichCobley]

Hi Chris, Doing this now

[RichCobley]

Good morning, so the engineer has been called to the wrong address again - the same one in Chelmsford, can this be looked at asap please as this has now become a safeguarding issue 

[Chris-TalkTalk]

Hi Rich,

My colleague in the network  team asked me to ask you to retest yesterday as he had identified the problems and thought he had it working. Could you switch the ONT off and leave it off for 30 minutes, then switch it back on and retest. I know that you've done this before but it should now be working

Chris

[RichCobley]

I had to call you guys again, as no update was given, you have organised an engineer to come out tomorrow morning, I guarantee they will be sent to the wrong address yet again even after confirming what the correct address is - just putting it out there 

[Gliwmaeden2]

@RichCobley, details of how compensation works are in this link:

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

It's calculated after it's resolved and takes about a month to show up .

Staff will be back on here during business hours (Monday to Friday) to follow up. 

[RichCobley]

Great timely response 👍

[RichCobley]

I want compensation for this awful service - 9 times with the same issue is just insane

[RichCobley]

No it doesn’t - this is ridiculous 

[Chris-TalkTalk]

Hi Rich,

Could you please retest and let me know if it's now working

Chris

[RichCobley]

Hi Chris, 

             Can you ask the team to please send an update.  I haven't heard anything.  

Thanks

Rich

[Chris-TalkTalk]

I've passed this to our Future Fibre team, I've also told them that this needs to be resolved ASAP due to your wife's work. I'll let you know when they get back to me

Chris

[RichCobley]

great, thanks, can you please let them know the situation with my wife being an on call social worker and we rely on wifi calling as this will become a safe guarding issue

[Chris-TalkTalk]

OK thanks. I'll pass this over to our Future Fibre team and ask them to take a look. I'll let you know when I receive an update or they may contact you directly

Chris

[RichCobley]

I have also tried connecting my laptop straight to the ONT and i get a 500 internal server error with the url being connectionerror.testingbb.com/bbtest.aspx

[Chris-TalkTalk]

Thanks. Could you connect a device directly to the ONT with an Ethernet cable and check to see if you then have an Internet connection. If not then I'll pass this over to our Future Fibre team for investigation 

Chris

[RichCobley]

power, pon and lan

[Chris-TalkTalk]

Thanks for trying that. The eero isn't coded to a specific FTTP number so this shouldn't be an issue. Which lights are currently on, on the ONT?

Chris

[RichCobley]

the ONT has been switched back on, still no internet

[Chris-TalkTalk]

OK thanks. I've sent you a PM to confirm some details so that we can look into this further

Chris

[RichCobley]

Hi Chris,

       ONT is definitely on.  But will turn it off now.  Can you confirm the address you have for me on on your system please?  Either call or pm me.

Thanks

Rich