Im disabled, on priority services register and talktalk staff won't let me talk to anyone

[lordxlordx]

I'm disabled, rely on internet for medical devices and everytime I mention to the chat either directly or by the text number they just say "systems down, message us tomorrow at 7am".

I begged for the priority register phone number as surely there must be an out of hours number for vulnerable customers but the three different reps i've spoken to just ignore it completely and say sorry  we can't help and to call back tomorrow.

Now obviously now I know talktalk do not care about customers health, which is fine, but i was told when i was added to the priority services register that it would be dealt with by another department,. 

I cannot even do a speed run as you can see from my previous history something in my account is messeged up (no one has even attempted to resolve) the fact that i can't access basic features on my account without being told there's a problem with my account or website. 

I am now very scared and don't know what to do. I've wrote this using my mobile phone but I have no wifi at home, even my heating is linked to my wifi. I'm so scared

please can someone help me try to get my internet working again? it switched off this afternoon, and orange lights, i've tried 30 second restets, unplugging routers etc. nothings helping. No one at talk talk wants to run a test, i can't run a test my self.

I am scared please help 

[Philile-TT]

@lordxlordx Please accept my sincere and unreserved apology for any inconvenience it may have caused you. We are unable to make calls form this platform, please note that since your account is now disconnected it means it has been fully migrated to Utility Warehouse, please the number below to contact the team for further support.

Utility Warehouse support: 0333 777 0777.

[Philile-TT]

@Gliwmaeden2 thank you for your support.

[Gliwmaeden2]

Just a link to your posts in December, @lordxlordx.

There you said you were NOT reliant on the system working to support medical care etc:

https://community.talktalk.co.uk/t5/Full-Fibre/Cannot-access-reddit-multiple-other-permanent-account...

Staff alerted you to the fact that you'd be switched over from 1st January to UW. You didn't then take them up on the offer to run the checks in the end.

[Gliwmaeden2]

I think you have done the right thing posting here, @lordxlordx.

The information sheet about the switch to UW says that you should be in touch with Talktalk until such time as UW gets in touch with you.

https://community.talktalk.co.uk/t5/Articles/Utility-Warehouse-Transition-FAQs/ta-p/3118467

But the forum support staff cannot phone you. Their remit is for online communication through this forum only.

There's a Complaints procedure outlined in a link at the foot of the page. 

Usually, once there's a complaint in progress, the manager will phone you etc.

But nothing is going to happen right now, overnight, sadly. 

Keep as warm as you can - it's worth even sleeping in day clothes if it gives you extra layers overnight. 

[lordxlordx]

So i've just noticed in my account page it says "disconected" i'm guessing due to me transfering over to UW. However, UW have not contacted me whatsoever, and i've just seen that my last talktalk bill was £23 instead of the usual £33. I'm guessing that's why?

I went onto the UW website, and just put it in my postcode etc, and it says "our broadband is not available in your area". 

This should not have happened. I'm a vulnerable person who has been transfered over to a company, that has not even been in contact with me and the last email from talktalk says there will be a seamless transition and nothing will change etc.  I have been literally  cut off with no warning, not contacted by the transferring party, no notice given that my internet would be cut etc. and i'm now freezing cold i can't adjust the temperature physically. 

Whats going on???????? 

Someone please call me, this is a disaster that's been allowed to happen. 

[Gliwmaeden2]

From Service Status Dashboard, unchanged since 2pm on 7th January:

 

[Gliwmaeden2]

@lordxlordx, it does seem that systems were totally down today  - you were being given honest answers. 

I was following a case earlier which suddenly ground to a halt, and when I suggested trying Chat / phoning  / X / Facebook etc was told that ALL support was down for diagnostics etc.

There's nobody available at this time of night.

Let's hope things are sorted by the time staff come back on here. It's usually 7am that you can start looking out for replies from the forum team.