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.

[Gliwmaeden2]

As advised on 8th August, anything to do with billing (so also compensation) is a separate issue and needs a new topic in the billing section of the forum, @archers2.

[archers2]

An interesting line from another post on this forum

-   £6.10 compensation for each calendar day of delay, including the missed start date.

so from the 10th May 104 days of no service to my property and counting...

Now I would have hoped that maybe as I am on my second account, as advised by your team, that it would have settled up to the closure date of that account. No that hasn't happened.

I have tried calling and I just have to go through so many checks and silly questions to then be transferred numerous times back and forth with no one being able to help me.

All I want is someone from TALK TALK to call me and HELP ME get a full fibre Broadband connection.

4 years with 2 other providers not a single issue with my full fibre broadband and now this.

[Gliwmaeden2]

Responding as best I can in reverse order, @archers2.

The forum is online support only.

Any phone calls would come from the Complaints team - the procedures for Complaints are linked at the foot of any Talktalk page. 

If you have paid for a service that you didn’t receive, once it's resolved it would be sorted by automatic compensation:

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

If you have waited long enough for resolution without a satisfactory outcome and wish to leave, you would need to discuss the whole thing with the Loyalty team on 03451 720088. 

SLAS are outlined where you would expect to find them, in the Ts&Cs, also linked at the foot of any Talktalk page. 

[archers2]

The last contact that was made with me was the 30th July...

Very impressive, but hey I keep get congratulations on my contributions to this forum...

[archers2]

There was a couple of points that wasn't answered last night to one of my posts.

What is the complaints procedure with this company?

What are your SLAs to a customer?

What are your refund procedures?

Why does no one respond with a phone call?

Why is there no direct number to reply to someone?

Again still no call to myself to explain what  is happening...

In the old days this would have been considered polite to just keep me updated...

Apparently the Tech Guys and Provisioning manager are talking via an email chain...

As I've stated before to your Tech Guys, Open Reach have said this can be sorted by an engineer coming to my house to confirm the correct allocation of ONT numbers and can only be done this way.

The ONT number that is associated with my address is still the one that is attached to next doors house NOT MINE.

[archers2]

So update from my end... No contact AGAIN from anybody at Talk Talk.

[Karl-TalkTalk]

Hi

There is activity on this, I can see the email chain between our Tech guys and our provisioning manager, so they are working on this.  I've emailed the chain asking that you are called with a progress update.

Thanks  

Karl. 

[fr8ys]

I have changed the title for you, as requested. 

[fr8ys]

Escalation puts it in the staffs queue for a response and raises its profile.

Once a case like yours has been sent to an escalation team or CEO office all staff here can do is contact that team and ask them to call or contact you.

Escalation teams are at a higher level than this forum and as such staff here are precluded from carrying out any work to rectify issues.

As frustrating as this is for you, TalkTalk have procedures to follow.

I'm sure staff will raise this again for you tomorrow so in the meantime please keep your thoughts and comments to this thread to avoid unnecessary delay.

Any duplicate topics will be removed to avoid confusion.

Thank you.

[archers2]

PERFECT CUSTOMER HANDLING...

Closing threads because it will cause a delay to not only to myself but to other customers.

Now that is rich.

NO CONNECTION SINCE THE 10th MAY IS A CONSIDERABLE DELAY TO MYSELF.

How about you change the title of this post to no CONNECTION SINCE THE 10th MAY, then people will understand my frustration.

What is the complaints procedure with this company? What are your SLAs to a customer? What are your refund procedures?

Why does no one respond with a phone call?

Why is there no direct number to reply to someone?

[archers2]

Does Re-escalating mean they will not just ignore it like they have done earlier this week?

So frustrating just being ignored.

The last person to contact me from Talk Talk was a sales person trying to get me to open a new account to sort this.

Open Reach have confirmed that the ONTs are still incorrect so as the definition of madness is, keep doing the same things and expecting different results....

PLEASE GET THIS SORTED 

PLEASE CALL ME

[Gliwmaeden2]

Re-escalating.......

[archers2]

ANOTHER DAY WITH NO CONTACT FROM ANYONE...

I WOULD LIKE TO GET THIS FIXED PLEASE.

NO CONNECTION SINCE THE 10TH OF MAY AT MY PROPERTY, SURELY THIS DESERVES YOUR UPMOST ATTENTION....

[archers2]

Good afternoon Debbie.

Still no call from your colleague.

[Debbie-TalkTalk]

Morning Gary @archers2 

I've just contacted my colleague now to pass on your message and asked them to contact you today.

Thanks

Debbie

[archers2]

Hi Debbie,

Only one call from Talk Talk today and that was from the sales team trying to get me to open a new account.

I have asked them to get the fault escalation team to contact me, as there is no way I will be opening the 3rd account to try and sort this issue. Surely the definition of insanity is keep doing the same thing and expect a different outcome?

Can someone from the fault team please contact me.

Gary

[Debbie-TalkTalk]

Morning Gary @archers2 

I've passed on your message to our faults escalation team and asked my colleague to contact you ASAP.

Thanks

Debbie

[Gliwmaeden2]

I'll re-escalate this for you, @archers2.

[archers2]

HI Debbie

I still have had no contact from anyone.

I am now back in the UK so not sure if it was because I was abroad.

But it would be great if someone could call me today please to try and sort this finally.

Many thanks

Gary

[Debbie-TalkTalk]

Hi Archers

Have you spoken to my colleague from our faults escalation team? They are managing this fault for you.