Parents left without service

[KathJamieson]

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?

[Chris-TalkTalk]

I'm sorry for the delay, I know it must be inconvenient and frustrating

Chris

[KathJamieson]

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.

[Debbie-TalkTalk]

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

[KathJamieson]

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".

[KathJamieson]

I'll ask tomorrow 👍🏻

[Chris-TalkTalk]

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

[KathJamieson]

Not as far as I know. But I'm not 100%.

[Chris-TalkTalk]

So just to confirm, your parents old service doesn't work at all now? There is no dial tone on the telephone line?

Chris

[KathJamieson]

I appreciate that.

I was just trying a stab in the dark to see if anyone could help.

Thanks.

[KathJamieson]

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.

[Chris-TalkTalk]

Hi Kath,

I'm sorry but we really need confirmation that you have permission to act on behalf of the account holder.

Chris

[Gliwmaeden2]

@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.

[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. 🙈

[Chris-TalkTalk]

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

[KathJamieson]

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.

[Chris-TalkTalk]

Hi Kath,

How are you getting on, has anything further happened since your last post?

Chris

[Gliwmaeden2]

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

[KathJamieson]

No. My parents haven't persued any further action.

[Michelle-TalkTalk]

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

[KeithFrench]

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.