NO CONNECTION SINCE THE 10TH MAY

[Archers]

Surely someone can help me on this. Hours spent on the phone and on the online chat bots. 

Talk Talk engineer booked to come out to me, he turns up, he is an independent engineer who hasn't a clue about the Eero boxes and totally wasted 2 hours of my life.

2 hours on the phone to SUPPORT wow!!! After 35 minutes of going through all the information being transferred 3 times to different people. Explaining about the lights on the Eero and the Fibre box to be asked, can I make sure they have been switched on. If you are going to employ people from a call centre please please train them.

2 hours on the phone I explained I had tried 5 different Eero units and I was not told that there is a router Eero which I should have. The engineer turned up with one he didn't know it was a router box????

Still no connection. Still annoyed... 

Sky worked up until midnight on the 9th. My connection with Talk talk "Went live!!!!!!" on the 3rd, I tried then and was advised wait until your sky connection switches off and it will be ok.

Funny enough just a staling tactic. Sky switched off, Talk Talk still not connecting, still the same error. Where the Eero cannot be assigned a WAN address. Surely this is a simple fix. Your servers are not releasing an IP address to the Eero here. 

Can some one with some knowledge please respond to me.

[Archers1]

Hi Debbie, 

Thank you, can you ask your colleague to contact me early tomorrow please as I have been in contact with Open Reach and have an update that could help very much.

Many thanks

Gary

[Debbie-TalkTalk]

Hi Archers1

My colleague from our faults escalation team has advised that they contacted you yesterday (late afternoon) to provide an update and they will be calling you back again today.

Thanks

Debbie

[Debbie-TalkTalk]

Hi Archers1

I'm really sorry to hear this.

I have contacted the team again now and I will post back here as soon as I have further information.

Thanks

[Archers1]

No contact since last week and still NO CONNECTION at my property

[Debbie-TalkTalk]

Hi archers2

Our faults escalation team have confirmed that they have made contact with you and are investigating this fault.

[Debbie-TalkTalk]

Hi archers2

I'm really sorry to hear this.

I've contacted our faults escalation team again and I will post back here as soon as I have further information.

Thanks

[archers2]

Been trying to log back in with either of my previous community names, so had to use a new one.

STILL NO ONE HAS CONTACTED ME...

This was meant to be the easy way?

[Debbie-TalkTalk]

Hi Archers1

Did our faults escalation team make contact with you over the weekend?

[Debbie-TalkTalk]

Hi Archers1

Thanks for updating your details.

I have escalated this over to our Faults Escalation team and asked them to investigate and contact you as soon as possible.

Debbie

[Archers1]

Yes its due to being asked to open a new account for my new connection

[Archers1]

I've updated it Chris

Had to use a new log in with my new account which they asked me to set up.

[Chris-TalkTalk]

Hi Archers1,

Apologies but could you please update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[Gliwmaeden2]

Forum staff are online support only, @Archers1.

You seem to have changed your forum sign in name today. Is that to do with updating My Account?

I'll re-escalate this thread into the workflow for staff to follow up.

[Archers1]

Hi I am still having issues with no connection and Need a call back ASAP this is getting beyond a joke.

I should have had a service on the 10th May I STILL DO NOT HAVE BROADBAND TO MY PROPERTY 28th JUNE

Can someone call me please

[Arne-TalkTalk]

Hi, Did you get the callback? 

[Archers]

Hi Chris

the call back was dependant on my new account being opened so he could then update me on the progress, so what is worrying me is that I wait until Tuesday and it starts again. Another week wasted. I so need to just get this sorted.

thanks

Gary

[Chris-TalkTalk]

OK thanks. So did he say that he would have to speak to you again before progressing this as the notes don't seem to indicate this?

Chris

[Archers]

Hi Chris

Yes that was booked as he put me through to get the new account opened but that hasn't happened and I don't want to wait until Tuesday now to get the account opened again.

That is my issue the sales team haven't phoned me back so again it will be another 4-5 days added to this.

Can you get him to phone me back or the sales team to call me today please this is getting beyond a joke.

Many thanks

[Chris-TalkTalk]

Hi Gary,

I'm sorry this is taking so long to resolve but it clearly isn't straight forward and I can see that are working to get this resolved for you. The account handler has booked a callback for Tuesday 10-12

Thanks

Chris

[Archers]

Chris

Unbelievably I still have not direct connection to my house.

I was put through to the sales team yesterday and they was organising a new line for me to the correct address, they was meant to phone me back but no one has.

Can you put a note on my account please to get my account handler to call me.

This is really dragging on now and becoming beyond a joke.

If it could be escalated it would help. It would be good to have my connection which I have been paying for since the 5th May but still isn't connected to my property.

Many thanks

Gary