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?

[Michelle-TalkTalk]

Hi  Jon,

I'm sorry to hear this and I'll let you know as soon as I know more.

Thanks

Michelle

[jonpsmith]

Hi Michelle,

Yes, I got a call earlier.

Unfortunately, the suspected cause of the issue sounds like it may well be ongoing for a while. 

Thanks, Jon.

[Michelle-TalkTalk]

Hello,

I believe that my colleague has been in touch and has identified the issue. I'll keep monitoring for updates for you.

Thanks

Michelle

[jonpsmith]

Thanks for the info Michelle.

[Michelle-TalkTalk]

Hi Jon,

The Faults Escalation Manager has come back to me and apologies I completely forgot that there was a system issue last night which affected the callbacks being made. My colleague has asked that this be picked up as a priority today.

Thanks

Michelle

[Michelle-TalkTalk]

Hi Jon,

I'm really sorry. I've re-escalated this back to my colleague now and have asked them to provide an update ASAP. I'll post back as soon as they respond to me.

Thanks

Michelle

[jonpsmith]

Hi Chris,

Unfortunately, no call received.

Thanks, Jon.

[Chris-TalkTalk]

Hi Jon,

There appears to be a callback booked for this evening 4pm - 6pm, please let us know how you get on

Chris

[jonpsmith]

Hi Chris, 

I didn't get a call yesterday and I have had no subsequent notification of another scheduled call.

I was contacted by one of the service management team (I can give you his name if you need it) last week and he said he would be in daily contact, but I haven't heard anything from him since last Thursday.

Can you please check and let me know what is happening please?

Thanks, Jon.

[Chris-TalkTalk]

OK Jon, please let us know how you get on

Chris

[jonpsmith]

Hi Chris,

The service light is now lit on the new ONT box, but the router still won't logon.

I have a call scheduled with support between 16:00 and 18:00. I guess it is best I wait for that.

Thanks for following up.

Jon.

[Chris-TalkTalk]

Hi jonpsmith,

How are you getting on?

Chris

[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