Parents left without service
on 23-12-2023 01:11 PM
Message 21 of 21
Hi,
My elderly parents upgraded their service last week and it's gone terribly wrong.
They're now without the internet or a land line until the 6th of January!
They just need to be reconnected.
We're on the other side of the country and feel helpless.
Is there really nobody who can reconnect them until then?
Feels awful not having them connected and relying on old mobile phones. They're in the 80's. This isn't right, surely?
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20 REPLIES 20
on 08-01-2024 07:54 AM
Message 1 of 21
I'm sorry for the delay, I know it must be inconvenient and frustrating
Chris
Chris, Community Team
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on 05-01-2024 11:27 PM
Message 2 of 21
Parents called customer service this evening.
They have been told the earliest an engineer can come out and reconnect their landline is the 29th of January!
Honestly, it's a joke.
They can't believe it.
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on 05-01-2024 11:04 AM
Message 3 of 21
Hi KathJamieson
"I'd love to but they won't give me account number because they know I will "interfere".
I've left their names and land line number in my private notes. But their land line has been cut off too. But that's all the info I have"
Unfortunately we can only take a look if the account holder has asked for you to do so. As you have advised they wont provide you with the account holder then we will be unable to assist on the Community, sorry.
Thanks
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on 05-01-2024 10:58 AM
Message 4 of 21
Parents said they have no landline at all. No dial tone. Nothing.
It was "cut off on the 20th of December and left with wire poking out of a box outside".
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on 03-01-2024 06:13 PM
Message 5 of 21
I'll ask tomorrow 👍🏻
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on 03-01-2024 03:47 PM
Message 6 of 21
It's probably worth asking them to check if the old service still works as they may not have ceased it as there's a delay with the new service
Chris
Chris, Community Team
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on 03-01-2024 03:12 PM
Message 7 of 21
Not as far as I know. But I'm not 100%.
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on 03-01-2024 02:34 PM
Message 8 of 21
So just to confirm, your parents old service doesn't work at all now? There is no dial tone on the telephone line?
Chris
Chris, Community Team
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on 03-01-2024 01:32 PM
Message 9 of 21
I appreciate that.
I was just trying a stab in the dark to see if anyone could help.
Thanks.
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on 03-01-2024 01:31 PM
Message 10 of 21
There was a problem with the installation and everything got very rushed, then Christmas happened and they were left with a box with wires poking out.
It's hard to describe as I live on the other side of the country and this is just what they tell me.
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on 03-01-2024 11:58 AM
Message 11 of 21
Hi Kath,
I'm sorry but we really need confirmation that you have permission to act on behalf of the account holder.
Chris
Chris, Community Team
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on 02-01-2024 04:45 PM
Message 12 of 21
@KathJamieson, did your parents specifically ask for their phone number to be kept and VOIP with their order?
If it's not ordered together with the upgrade, it doesn't happen - and it all gets rather complicated finding a remedy.
Staff back on here tomorrow to follow up.
Gliwmaeden2, a fellow customer.
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on 02-01-2024 03:44 PM
Message 13 of 21
I'd love to but they won't give me account number because they know I will "interfere".
I've left their names and land line number in my private notes. But their land line has been cut off too. But that's all the info I have. 🙈
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on 02-01-2024 03:25 PM
Message 14 of 21
OK thanks. Could you add your parents name and account number to the private notes section of your community profile and we'll take a look at this for you
Chris
Chris, Community Team
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on 02-01-2024 12:35 PM
Message 15 of 21
No, nothing.
They were told before Christmas an engineer wouldn't be available until the 6th.
My parents, not wanting to upset anyone or anything have left it at that.
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on 02-01-2024 10:54 AM
Message 16 of 21
Hi Kath,
How are you getting on, has anything further happened since your last post?
Chris
Chris, Community Team
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on 31-12-2023 09:25 PM
Message 17 of 21
Staff will be back from Tuesday this week, @KathJamieson.
Chat is open Monday (9am - 6pm).
https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529
Phone support only available for people already registered with accessibility needs, until Tuesday.
https://community.talktalk.co.uk/t5/Redirect-Articles/TalkTalk-s-accessibility-features/ta-p/2228441
Gliwmaeden2, a fellow customer.
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on 31-12-2023 09:03 PM
Message 18 of 21
No. My parents haven't persued any further action.
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on 27-12-2023 07:09 AM
Message 19 of 21
Good morning,
I'm really sorry to hear this. Can I just confirm, did you manage to contact our Faults Team directly since your last post?
Thanks
Michelle
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on 23-12-2023 01:34 PM
Message 20 of 21
All you can do at the moment is to try the Service Centre on 0345 172 0088. No one from TalkTalk will be on this forum until Wednesday now.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
TalkTalk support and Community Stars - Who are they?
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