NEED SOME HELP?

srjohnston80 · ‎21-09-2023

I was with talktalk for years and the service was great. I decided to change over to virgin, but had loads of internet outages.

I decided to swap back to talktalk as I need reliable internet with working from home.

I was due to go live today, but internet is still not connected. I saw it briefly connect at lunchtime for about half an hour then it died again.

I also have not received my 2 Eero Pros yet either. Can someone please help? I am not really getting anywhere on the phone. They just said I am connected.

I work in IT and very familuar with internet setups. I even have a netgear nighthawke router wifi 6 router I plugged into my BT modem and it is not able to pick the internet up. But it is picking it up from my virgin router ok.

Michelle-TalkTalk · ‎26-09-2023

Hi,

Ok brilliant. We can also confirm once the equipment has been dispatched too.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

srjohnston80 · ‎26-09-2023

Hi yes ONT box is still at the house. I can do the install myself, just need the line activated and the two eero pro routers sent out.

Michelle-TalkTalk · ‎26-09-2023

Hi,

I've set a reminder for myself for Tuesday next week to chase this. Can I just confirm, do you still currently have an ONT at the property?

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

srjohnston80 · ‎26-09-2023

Ah spot on. I will ping you a message on Monday / Tuesday next week to see how we are getting on. That will leave it tight to get sorted. My contract with Virgin ends on the 15th of October, so would only leave next week and the week after to get the talktalk line put in. Even if they can get the line in as soon as they can. I have a router I can use in the mean time that would let me get up and running.

Michelle-TalkTalk · ‎26-09-2023

Hi,

The team have said that this (our escalation) will be the quickest way to resolve this. I will ask my colleague to check this in 5 working days and let me know the latest.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

srjohnston80 · ‎26-09-2023

Not the best news, but I understand. Would it be quicker to cancel the order and create a new one?

Michelle-TalkTalk · ‎26-09-2023

Hi again,

Our team have now advised that the order is currently stuck so they have raised a work request to clear this, which they advised me will take 5 working days. They said that one this is complete then the order can progress which they will push through which will then take 2 working days. I'm sorry for the delay with this and we will continue to keep an eye on this and will chase/monitor for updates. At the moment it's looking like it will take around 8 working days to resolve.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

Michelle-TalkTalk · ‎26-09-2023

Hi,

My colleague has now requested an update so I'm hoping to hear back shortly.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

Michelle-TalkTalk · ‎26-09-2023

Morning,

I've just checked and no change as yet. I'll ask my colleague if they can check for a further update.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

srjohnston80 · ‎25-09-2023

Hi @Michelle-TalkTalk any update at your end at all? Mine still is showing as inflight.

Michelle-TalkTalk · ‎25-09-2023

Ah that's very kind 🙂 Hopefully we'll have you up and running soon.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

srjohnston80 · ‎25-09-2023

Thank you so much. You have no idea how much I am looking forward to getting back to Talktalk. Your support and the support of your colleges on this forum have been invaluable over the years. I should never have left in the first place.

Michelle-TalkTalk · ‎25-09-2023

Hi Stephen,

I did thank you. I hope you did too. I was just speaking with my colleague earlier this morning about this and he said he thinks it will be resolved either today or tomorrow. We'll continue to keep chasing this for you.

Thanks

Michelle

Our latest Blog l Share your Ideas l Service Status l Help with your Service l Community Stars l Set your preferences

srjohnston80 · ‎25-09-2023

Good Moring @Michelle-TalkTalk Hope you had a good weekend. Still no change, it is still showing as inflight. I was able to find out the order got stuck in the robotics queue and that is why it did not progress. Hoping it will get sorted this week. My virgin internet ends on 15th Oct so need to have the new talktlak line up before then.