No internet for almost a month - Very Angry!!!

[xrbrx]

I have had no internet service since 29/1/25

router flashing orange constantly. At first i was told a new router required, arrived 4 days later, swapped out with old router, still same issue.

the following 3 weeks have been a stream of live chats/phone calls, where im told its a fibre issue, the engineers from city fibre ( 3 separate visits!!) state its a talktalk issue. So someone is lying to me or both are inept at their job

Every call i do the same checks, reboots, fixes, nothing changes , i’m trapped in an endless deja vu cycle

i have a formal complaint open, was due to receive a call from Sinen Halanh Ngubane today, did they call?? Of course not, another stellar example of the sheer incompetence being displayed. 

I have had to pay for mobile data been unable to work from home, so had to make unplanned trips into the office. I will be expecting to be compensated for this & will also be prioritising finding a new provider. 

Posting this as a last gasp attempt to get my issue resolved. I cannot begin to express the sheer anger, frustration, and utter sense of defeat i am currently feeling  trying to deal with customer service on this. 

[Chris-TalkTalk]

Hi xrbrx,

I can only apologies for the delay, as I've said, I've raised this to our CEO's Office and it's been allocated to a complaint manger so you should hopefully hear something in the next day or two

Chris

[fr8ys]

@Laney2007 

Hi,
Please start your own thread if looking for escalation, as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help.
Thank you

[fr8ys]

Hi all,

can I suggest that future posts in this thread remain between @xrbrx and @Chris-TalkTalk to avoid any further upset.

Thank you.

[Laney2007]

I have the same issue . I am in the process of switching providers but I have spent days on the phone and in chat boxes . TalkTalk will not let me cancel. I am paid up to date and I have no broadband. Every time I get off a call to cancel they send me an email telling me I haven’t cancelled and they will continue to debit my account. The technical team say team say they cannot help me as I have cancelled . It is the most frustrating thing I have ever had to deal with from a service provider 

[DJI_MINI_2_SE]

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@xrbrx wrote:

Yes and they can pass on the above message to the people who have failed to contact me. 

please refrain from interfering with passive aggressive comments. Its not appreciated

---

 They have told you several times they have done that its not their fault the people they passed the messages to  have not contacted you, please don't be so rude to people trying to help you and as i said you owe them an apology.

[xrbrx]

Yes and they can pass on the above message to the people who have failed to contact me. 

please refrain from interfering with passive aggressive comments. Its not appreciated

[DJI_MINI_2_SE]

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@xrbrx wrote:

No phonecall either yesterday or today , still no service. 

genuinely dont know what i can so anymore. 

Nothing surprises me anymore about how empty each promise made is. Truly you are beyond inept and have managed to offer what may be the worst attempt at customer service i have ever experienced . 

---

"Inept" really?

You were told 16 posts ago (quoted below) "Staff here cannot intervene if you have an official complaint open" and having explained that to you and them being in a position where they could have simply stopped answering your posts  they have tried their best to help you its obviously not the staff here who are inept its those who didn't contract you,  i think they deserve an apology.

"I can feel your frustration but, just to manage your expectations Staff here cannot intervene if you have an official complaint open.

When they are back next week, they will be able to contact the CEOs office and request they contact you.

I'll escalate this for you in the meantime"

[xrbrx]

No phonecall either yesterday or today , still no service. 

genuinely dont know what i can so anymore. 

Nothing surprises me anymore about how empty each promise made is. Truly you are beyond inept and have managed to offer what may be the worst attempt at customer service i have ever experienced. 

[Chris-TalkTalk]

Hi xrbrx,

Yes, I raised this to our CEO's Office and can see that it's now been allocated to a complaint manager. I'm sorry this is taking so long but hopefully it will be resolved soon

Chris

[xrbrx]

No phone call, still no service

had a text to say that i will be called in 2 working days from an executive complaint manager

[Chris-TalkTalk]

Please let us know how you get on

Chris

[xrbrx]

 according to this chap on the livechat last night. I will be called today between 4-6 and my issues will be solved by 6pm. Lets hope so! 

[xrbrx]

What a surprise. No phone call. 

I really dont have the vocabulary to properly express my utter contempt for your company. 

[xrbrx]

No call as of yet.  Any indication when this will take place? 

[Chris-TalkTalk]

No problem, I've sent a request to have someone contact you

Chris

[xrbrx]

Thank you, please do. I really cant take much more of this 

[Chris-TalkTalk]

OK thanks. I'll pass this to our complaints team to see if someone can give you a call with an update

Chris

[xrbrx]

Power, broadband, service are all solid green. Ethernet goes from solid green for a while then off, and then on again

a new ONT box was installed last week. 

router is amber flashin constantly. Its a new router, checked multiple ethernet cables.

[Chris-TalkTalk]

OK thanks. Which lights are currently on, on your ONT?

Chris

[xrbrx]

hi no response as of yet