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.

[Chris-TalkTalk]

I can only apologies, I've passed on your comments and asked again that you be contacted.

Chris

[archers2]

This is getting ridiculous... what is happening, do I just go to another provider and get this sorted?????????

Just let me know what is happening PLEASE

[Chris-TalkTalk]

I'm sorry about this, I have chased them and asked that you be contacted, apologies for the delay

Chris

[archers2]

This is becoming the same old story, I ask for some kind of update with an issue and I just get ignored.

What is happening to my service, I have been disconnected without my permission, I warned the team that this might happen but they said it was just an automated email.

Getting to almost a week with no internet AGAIN...

Please can someone reach out to me and at least update me.

A phone call is so easy to do just to update me.

Why does Talk Talk struggle with this?

[Chris-TalkTalk]

Hi archers2,

I'm sorry, I've asked them to contact you and I can see that this has been passed on to the engineer assigned to your case. I'll let you know as soon as I have any further information 

Chris

[archers2]

This is so frustrating, no one has contacted me.

Who can I call?

If I call the normal number I have to jump through hoops when all I need is to speak with the department that was dealing with it before.

Please Please can you get them to call me

[Chris-TalkTalk]

Hi archers2,

I've requested an update, I'll let you know when I have any more information

Chris

[archers2]

No contact at all

[Michelle-TalkTalk]

Hello,

Have our Network Team been in touch?

Thanks

Michelle

[Gliwmaeden2]

It really does sound like a complete mess with the addresses in the systems, @archers2.

Sadly staff are not back on here before Monday. 

But it's the network guy who should be getting in touch, it seems. 

If you hear nothing over the weekend let us know.  

[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.