No internet connection for 29 days (and counting)

[jonpsmith]

I'm posting this as I'm hoping someone can help or point me in the right direction to get hold of someone who can help.

My internet access stopped working on 20th October following a power cut. 

As TalkTalk support was closed at the time this happened, I had to wait until the Monday (21st) to report the issue. After some checks, I was told a new router would be sent that would sort out all my problems.

The new router arrived three days later, but did not fix the issue.

I have spent many hours over many days and weeks on TalkTalk chat going through the same tests and checks over and over again (if only there were some notes for the support team to read).

I have had City Fibre visit my house, both times they find no problems with their equipment. They even included me in their call to their remote support team, they could see the router try and login, but said they could see no DHCP info.

A TalkTalk engineer has been to my house, he confirmed no issues with the router, he thought the ONT box was configured with the wrong account info.

TalkTalk support have confirmed their line test works fine, but the router just sits their with a flashing amber light.

The case has been passed to the complaints team and this seems to be the wrost thing that could happen. 

I had to wait a few days for the case manager to contact me, but he did so on 11 November. He looked at the notes and said he needed to talk to the relevant team and that he would get back to me withing 48 hours. He didn't.

I went back onto chat 3 days later to say I hadn't been called and asking for an update. Was told I would have to wait for the case manager to review the case, this was scheduled to happen 14th November. It came as no surprise that I heard nothing back.

I have been back on chat today to be told the case manager would call me today between 12:00 and 14:00, this didn't happen.

I've been told by the TalkTalk teams on chat that I can't speak to anyone's manager as they do not talk to customers (I wonder why).

Is there any way I can escalate this?

[jonpsmith]

Thanks for the info @Gliwmaeden2 

[Gliwmaeden2]

Only Chat is available today, @jonpsmith.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

I'll re-escalate this also for staff on here to check progress after the weekend. 

[jonpsmith]

Hi,

Not sure if this channel is monitored at the weekend, but I need to notify you of a visit from City Fibre related to my issue.

They came to my house yesterday and have swapped out the ONT box for a new one. 

They told me that the service now needs to be re-provisioned and that I would know when this is done when the Service light illuminates on the ONT box. 

They said to inform TalkTalk if this doesn't happen withing 24 hours.

As the Service light is not illuminated, I assume the re-provisioning hasn't happened, is there anyone available who can look into this please?

Thanks, Jon.

[Michelle-TalkTalk]

Hi Jon,

No problem, I've let the team know now.

Thanks

Michelle

[jonpsmith]

Hi Michelle,

Thanks for doing that.

Yes, I have been contacted by  Service Management

Could you please pass on a message for me?

I thought I might be home by 1pm in case City Fibre needed to visit my house, but I'm unlikely to be able to do that now. I should be home by 3pm though.

Thanks, Jon.

[Michelle-TalkTalk]

Hi,

Apologies for the delay. I re-escalated it this morning and I believe that the team have now been in contact, is this correct?

Thanks

Michelle

[jonpsmith]

Hi Michelle,

I still haven't had any contact.

I had a text last week to say I would be contacted by the case owner between 2pm and 4pm on 29th November. I didn't receive a call, during that time, but did get a subsequent text saying i will be contacted between 4pm and 6pm on 3rd December.

It is nearly 2 weeks since I have spoken to anyone about my issue.

I find the lack of communication to be almost as bad as having no internet since 20th October and I don't understand it.

On the face of it, this seems like a simple issue if it just about authentication.

Can you please ensure that I get a call from someone today please? I would like to understand what the delay is, what has been done so far and what are the next steps.

Thanks, Jon.

[Michelle-TalkTalk]

Morning,

I'm really sorry for the delay. My colleagues have advised me that they are still working to resolve this fault and I will continue to chase the team for updates.

Thanks

Michelle

[jonpsmith]

Morning Michelle,

I still haven't had anyone contact me and the issue still persists, is there any way to get this escalated further?

To have no one contact me just makes me think that no one is doing anything about my problem, which I find unacceptable.

As we are over 30 days without the fault being fixed, I believe I am entitled to cancel the contract with no penalty and look for another provider, this is something I will have to seriously consider.

Thanks, Jon.

[Michelle-TalkTalk]

Morning,

I've asked the team to provide me with an update ASAP and I'll post back as soon as they come back to me. Apologies for the delay.

Thanks

Michelle

[jonpsmith]

Morning Michelle,

I haven't heard anything since Wednesday last week when I was told that this is an authentication issue, could you check what is happening please?

I'm sure this is not relevant, but as it is an authentication, I thought it best to mention this.

Following my last contract expiring a few months ago, I was in the process of moving to another provider. I had a call from your sales team, who offered me a better deal, so I decided to stay. I was subsequently sent a mail on 3rd September saying my account had been updated, although the account number stayed the same REMOVED

Thanks, Jon.

[Michelle-TalkTalk]

Hello,

Thanks for confirming. Hopefully they will be able to resolve this for you ASAP.

Michelle

[jonpsmith]

Morning Michelle,

Yes, I was called by someone yesterday afternoon. She did give me her name, but I've forgotten it unfortunately.

Thanks for following up.

Thanks, Jon.

[Michelle-TalkTalk]

Morning,

Can I just confirm, have our team now been in contact?

Thanks

Michelle

[Michelle-TalkTalk]

No problem. Hopefully the team will make contact ASAP.

Thanks

Michelle

[jonpsmith]

Thanks Michelle.

[Michelle-TalkTalk]

Morning,

Thanks for confirming. I've escalated this over to our Faults Escalation Team now and I'll post back as soon as I receive an update. It's possible that the team may also try and contact you directly.

Thanks

Michelle

[jonpsmith]

Hi Chris,

Both the original router and the replacement one are FAST 5464-2.T4

Anticipating your next question, there is no cable connected to the Broadband port.

Also, I have tried different ethernet cables between the ONT box and the router.

Thanks, Jon.

[Chris-TalkTalk]

Thanks Jon, could just let me know which router you have

Chris

[jonpsmith]

Hi Chris, I have the router switched off as it is just wasting electricity.

If I switch it on, it will go through the logon process, at this point, the ethernet light on the ONT box will light up green. When the router fails to logon successfully, the ethernet light will go out. This process just cycles round. Other than that, the other three lights are lit on the ONT box all the time.

Hopefully, that makes sense.

Thanks, Jon.