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.

[archers2]

So this is where it all goes wrong.

when someone actually reaches out to the customer to say don’t worry we are looking into your issue, the customer thinks wow that’s good they care. BUT when they are ignored for 2 days the customer thinks, what do I bother with this company.

Please, please just reach out to me and let me know when and if I will be getting reconnected again.

When my connection got sorted I raised my concern that this would happen when my neighbour reinstated their service. They did and I lost my connection again. I even said I’ve had an email to say I will be disconnected to which I was reassured it was just the system. Well the system has disconnected me 2 days ago and I have no internet and no one seems to care at talk talk.

[Chris-TalkTalk]

Hi archers2,

It has been allocated to one of a Network guys so you should be hearing from the soon

Chris

[archers2]

Still haven’t had a call? Can you give them a nudge please 

[Chris-TalkTalk]

Hope so too, I'll let you know when I have any further information 

Chris

[archers2]

Billing and account all still fine, but it says I’m disconnected so I’m hoping it’s an easy reconnect and not a new account

[Chris-TalkTalk]

Hi archers2,

I'll pass this back to the team that have been dealing with this. I'll let you know when I receive an update or they may contact you directly

Chris

[Gliwmaeden2]

How awful, @archers2.

I'll re-escalate the thread.

I wonder if there are still muddles in the system (Openreach?) about the 2 addresses / accounts etc.

Have you checked that billing went through as expected this month? That would normally trigger reminders to pay, but would be the simplest way of getting reconnected.

If they have otherwise cancelled the service it can take longer to "reorder" and that's worse for you.

[archers2]

I have just lost all my connection and when I’ve checked my account. It says I’ve been disconnected. Can someone from the team I was dealing with before please contact me again. I so don’t need another 4 months of no internet. As of now I have NO INTERNET AGAIN!!! Please help 

[Debbie-TalkTalk]

Hi archers2

I'm glad to hear that this issue has now been resolved.

Thanks for letting us know.

Debbie

[Billx]

Very pleased.

[ferguson]

Hurrah!  🥳

[fr8ys]

@archers2 finally! Pleased to hear you have it sorted.

[archers2]

Just as an update... 

Got my service all connected and sorted at last.

Open Reach corrected their issue and it was sorted.

Many thanks to everyone at Talk Talk who helped.

Just my one and only real gripe is that the communication could be so much better.

But it's fixed now and it's working perfectly.

Fingers crossed it stays that way.

[Billdawgeh]

As a new customer (as of today) this is terrifying to see. I really hope it gets sorted for you archer

[Karl-TalkTalk]

Hi

The Team have confirmed an engineer is booked for Tomorrow and they will place a follow up call after this.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

i've emailed the team now, to request they get in touch with you.

Karl.

[archers2]

Hi Karl

yes they told me all that on Thursday and promised me a call back on Friday.... 

Guest what... No call back...

Another week without internet at my property. 

Lets hope today we can finally get some kind of progress.

[Karl-TalkTalk]

Hi

I can see in the email chain that contact has been confirmed, and they have updated Openreach records and are looking towards scheduling an engineer.  I'm sure they will discuss more on the callback.

Thanks  

Karl. 

[archers2]

Contact has been made.

A call back has been promised for tomorrow.

[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.