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NEED SOME HELP?

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No connection after go live date

santh
First Timer
Private Message TalkTalk
Message 15 of 15

I have crossed my go live date but I didn't get the connection yet.

 

I have tried all the steps the tech team has recommended, no luck. I have switched off the ONT and tried connecting back after an hour, reset the Eero etc...

 

The app finds the eero, then it is connecting to internet, after loading for a while, then it fails at external ip address.

 

I have already spent day with chat and tech team call. 

 

NEED SOME HELP DESPERATELY.

 

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14 REPLIES 14

Message 1 of 15

Hi Gina29,

 

If you need assistance can you please start your own thread/topic in the appropriate support section Help with your service - TalkTalk Help & Support


Thanks

Chris

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Gina29
First Timer
Private Message TalkTalk
Message 2 of 15

I’m having the same problem at whitts end haven’t a clue what to do how frustrating 

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Message 3 of 15

Morning,

 

I'm glad to hear this and thanks for confirming. I've included our auto compensation policy below.

 

About your auto compensation credit - TalkTalk Help & Support

 

Thanks

 

Michelle

 

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santh
First Timer
Private Message TalkTalk
Message 4 of 15

Hi Debbie - the issue has been resolved. Thank you.

 

Will there be any compensation for delayed connection live. As I have spent on the data packs during this issue.

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Message 5 of 15
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Message 6 of 15

Hi @santh 

 

Openreach have now closed the fault as resolved.

 

Is everything working ok now?

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Message 7 of 15

Hi santh

 

I've arranged the Openreach engineer visit for tomorrow 06/11 AM (8am - 1pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

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santh
First Timer
Private Message TalkTalk
Message 8 of 15

Any earliest appointment is fine with me no matter it's AM or PM

santh
First Timer
Private Message TalkTalk
Message 9 of 15

AM is fine

Message 10 of 15

Hi @santh 

 

I've checked with our order management team and the orders have fully completed.

 

Please can you provide your availability for an engineer visit AM and PM? I can then book the first available visit for you.

 

Thanks

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santh
First Timer
Private Message TalkTalk
Message 11 of 15

ONT is plugged in and switched ON. One of tech team did the same test yesterday, said all looks good on their side and Open reach side is good as well. It is not confusing.

 

Im worried now, as I am spending 20 GBP every 2 days on data packs for work.  Can I have some quick solution.

 

When I check my account, go live status is still pending 

 

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Message 12 of 15

Hi @santh 

 

Thank you. The line test has been completed and Openreach have advised - Please check that the ONT is plugged in and switched on before submitting a trouble report.

 

The next step following these checks will be an Openreach engineer visit to the property.

 

Thanks again.

 

Debbie

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santh
First Timer
Private Message TalkTalk
Message 13 of 15

I have added my account number in Talk Talk number section

 

Thanks in advance

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Debbie-TalkTalk
Support Team
Staff
Private Message
Message 14 of 15

Hi santh

 

I'm really sorry to hear this.

 

Please can you add your TalkTalk account number to the Private Notes section of your Community Profile, I can then take a look at this for you.

 

Thanks

 

Debbie

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