My partner and I purchased broadband with talktalk on 01/04. The go live date was 5/04. We moved into our new house on 03/04.
When we arrived at the property we noticed the cable to give power to the fibre ONT was missing which means we would not be able to access broadband on our go live date (05/04). We raised this immediately with the customer service team via online chat.
On 03/04 online chat we were told that the issue was being raised with the tech team and that an openreach engineer would be booked for us. Notes were supposedly added to our account.
On 04/04 I called customer services for an update but apparently the openreach request had been rejected and nothing was being done to help us with a resolution and we were not informed. I was then told by the advisor that it would not be possible to book and engineer visit until our go live date on 05/04 and that I would have to call back the following day.
On 05/04 after repeatedly having to report the situation and being passed around different departments, an engineer was finally booked to visit the property on the 06/04 between 0800-1300. I was told it would not be possible for an engineer to come out the same day. I was also told that if I missed this appointment I would incur a £75 fee.
On 06/04, we waited in the house until 1300. No engineer arrived. We tried to contact talk talk customer service to advise this. The phone line kept being passed to a text service which repeatedly told us to call a phone number which looped back to the text service. We were stuck in an incredibly frustrating loop with no one to help us. This was ridiculous and a large part of this complaint. Not being able to get hold of a service that we have just paid for made us tempted to cancel the service altogether with TalkTalk.
Eventually a man from the Leaving department transferred us to someone to talk to. Then we went through an hour of being passed from one department to the other. Home Moving Department told us they couldn't help because the service was not live. The Technical Help couldn't help because it had no power and wasn't to do with them. Order Management eventually stuck with us and finally told us the engineer will be with us by 1800.
We then had to spend the rest of the day at home. We have just moved into this home, we have a lot of boxes still to transport from our previous house and things to sort out and we are now stuck at home for a whole day, as well as wasting over an hour on the phone to talktalk. Not only do we have no internet, but also our central heating system relies on the WiFi so we were cold too!
At 18:00 we called the customer service back as no engineer had arrived. We then spent another 30 minutes on the phone to your customer service re-explaining the situation (why the notes were not on our account from previous correspondence I have no idea). We were also met with new excuses and were told that the engineer had tried to contact us by phone. This is not true and it is unacceptable to be lied to. As I mentioned we were home all day, phone fully charged, good reception and no missed calls. Even if we didn't answer the phone, they still should have arrived at the property as we were here all day!
The customer service re-booked the engineer in for Monday morning. That will be 4 days without internet, when both my partner and I work from home. No engineer showed up yesterday and I spent another hour with customer services trying to no avail. I spoke to 4 different people in the space of an hour and no one could help or come up with a resolution.
Today I received a talktalk bill, charging me for the services provided since 04/04 despite being told by numerous people over the last few days that I would not be billed until the engineer has been and the ONT power cable has been delivered.
I am appalled at the service we have received. Whilst everyone we spoke to has been polite, the overall service has been lackluster. Being passed from department to department saying they don't deal with this, and that we can't do anything until your account goes live is terrible service which has left us in a incredibly difficult situation going back to work.
Just wondering who else has received such terrible service and if I should just terminate my contract whilst still in the cooling off period?
