NO CONNECTION SINCE THE 10TH MAY

[Archers]

Surely someone can help me on this. Hours spent on the phone and on the online chat bots. 

Talk Talk engineer booked to come out to me, he turns up, he is an independent engineer who hasn't a clue about the Eero boxes and totally wasted 2 hours of my life.

2 hours on the phone to SUPPORT wow!!! After 35 minutes of going through all the information being transferred 3 times to different people. Explaining about the lights on the Eero and the Fibre box to be asked, can I make sure they have been switched on. If you are going to employ people from a call centre please please train them.

2 hours on the phone I explained I had tried 5 different Eero units and I was not told that there is a router Eero which I should have. The engineer turned up with one he didn't know it was a router box????

Still no connection. Still annoyed... 

Sky worked up until midnight on the 9th. My connection with Talk talk "Went live!!!!!!" on the 3rd, I tried then and was advised wait until your sky connection switches off and it will be ok.

Funny enough just a staling tactic. Sky switched off, Talk Talk still not connecting, still the same error. Where the Eero cannot be assigned a WAN address. Surely this is a simple fix. Your servers are not releasing an IP address to the Eero here. 

Can some one with some knowledge please respond to me.

[archers2]

Still no one has reached out to me

I have an outstanding balance on my account that I do not want to pay.

I have NO internet at my property at the moment and no one is trying to help me

WHAT IS HAPPENING.

This is getting ridiculous.

Is there a number I can call to speak to some directly? Last time I tried the complaints I was promised a call back within 24-48 hours and that was almost 2 weeks ago, still no call back.

Then the chat last week guaranteed me there would be no further charges the next day I get a bill for £365 for a cancelling a service I have never had.

Please can someone call me and explain what is happening

[archers2]

Chris

The biggest issue is that no one ever returns a call.

I was promised a call back within 24-48 hours last Thursday, still nothing.

I have been trying to get someone to talk to me about getting reconnected since the 13th but again nothing.

That is why I am so frustrated.

There was a department that was dealing with me since the 10th of May if only someone from there could get back in touch with me.

Then to add insult to injury they issue a bill after not providing me with a service it is beyond belief.

Just can someone reach out to me please on the phone and help me.

[Chris-TalkTalk]

Hi archers2

I'm really sorry about this. It does appear that you have been disconnected. I think the only way that you'll be able to get service again with ourselves is if you place a new order. Regarding the bill, if you raise this in the billing section we'll be able to take a look at this for you

Chris 

[archers2]

So no one has contacted me.

i have tried several times with on line bots and phoning and eventually i was told my account was closed and guaranteed there would be no further charges.

Then I receive a bill for £365 and again no one wants to call me back and explain?

All I have ever wanted is a broadband connection, which still as of today I have not got.

when will this all end?

[Chris-TalkTalk]

Hi archers2,

Thanks for the update, apologies for any inconvenience

Chris

[archers2]

Over an hour to the "EXPERT" in the complaints procedure mentioned on the bottom of the page...

They have just confirmed I have been disconnected and now will not respond to my messages?

A familiar thing with Talk Talk.

No one responds with any help.

Sorry just said some one will call me within 24-48 hours, well its been 6 days so far and no one has called me...

I wonder what my chances are?

[archers2]

Complaints procedure....

Online BOT makes you wait so far over 30 minutes before speaking with an "EXPERT"

Who frankly isn't helping... Where is the department that was helping me before who understand the previous issue which is what is causing this issue.

A simple call to myself and we can get this fixed

Or just confirm that I won't be charged again and I'll leave...

[Gliwmaeden2]

Complaints process, @archers2?

Linked at the end of any Talktalk page. 

[archers2]

Almost a week since I got disconnected and still no one has contacted me.

What is the best way forward with this?

Do I continue to be promised that someone will contact me or do I just go to another provider?

I JUST WANT TO HAVE A CONNECTION PLEASE....

[Chris-TalkTalk]

I can only apologies, I've passed on your comments and asked again that you be contacted.

Chris

[archers2]

This is getting ridiculous... what is happening, do I just go to another provider and get this sorted?????????

Just let me know what is happening PLEASE

[Chris-TalkTalk]

I'm sorry about this, I have chased them and asked that you be contacted, apologies for the delay

Chris

[archers2]

This is becoming the same old story, I ask for some kind of update with an issue and I just get ignored.

What is happening to my service, I have been disconnected without my permission, I warned the team that this might happen but they said it was just an automated email.

Getting to almost a week with no internet AGAIN...

Please can someone reach out to me and at least update me.

A phone call is so easy to do just to update me.

Why does Talk Talk struggle with this?

[Chris-TalkTalk]

Hi archers2,

I'm sorry, I've asked them to contact you and I can see that this has been passed on to the engineer assigned to your case. I'll let you know as soon as I have any further information 

Chris

[archers2]

This is so frustrating, no one has contacted me.

Who can I call?

If I call the normal number I have to jump through hoops when all I need is to speak with the department that was dealing with it before.

Please Please can you get them to call me

[Chris-TalkTalk]

Hi archers2,

I've requested an update, I'll let you know when I have any more information

Chris

[archers2]

No contact at all

[Michelle-TalkTalk]

Hello,

Have our Network Team been in touch?

Thanks

Michelle

[Gliwmaeden2]

It really does sound like a complete mess with the addresses in the systems, @archers2.

Sadly staff are not back on here before Monday. 

But it's the network guy who should be getting in touch, it seems. 

If you hear nothing over the weekend let us know.  

[archers2]

So this is where it all goes wrong.

when someone actually reaches out to the customer to say don’t worry we are looking into your issue, the customer thinks wow that’s good they care. BUT when they are ignored for 2 days the customer thinks, what do I bother with this company.

Please, please just reach out to me and let me know when and if I will be getting reconnected again.

When my connection got sorted I raised my concern that this would happen when my neighbour reinstated their service. They did and I lost my connection again. I even said I’ve had an email to say I will be disconnected to which I was reassured it was just the system. Well the system has disconnected me 2 days ago and I have no internet and no one seems to care at talk talk.