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FF500 installed - left with no service

ColinK98
Whizz Kid
Message 42 of 42

a little frustrating.

Open reach agents came first thing this morning (7am)
Did a very neat and tidy job of installing the new line and ONT thing.
ONT showing 3 green lights and engineers says all good to go.

But the Eero is reporting no WAN address.

not the end of the world my old GFast 150 is still live.
i decide just to use that for the morning, working from home and all that,

about 9.15 the Gfast goes down.

so now no FF no Gfast.
Having to work off a laptop tethered to my mobile.

Have spoken to support and apparently nothing they can do until Openreach update some record of other to say the install is complete.

a little frustrating.

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41 REPLIES 41

Gliwmaeden2
Community Star
Message 1 of 42

@djbdane, it's a bit premature to start chasing for compensation  - it should happen automatically where it applies, but is unlikely to be showing for at least a month. 

 

@ColinK98, make sure that today's loss of service is logged, because it sounds as though you now have nothing at all.

 

Details for automatic compensation are here:

 

https://community.talktalk.co.uk/t5/Articles/About-your-auto-compensation-credit/ta-p/2326583

 

 

Gliwmaeden2, a fellow customer.
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TristanPerry
First Timer
Message 2 of 42

@ColinK98 glad to hear your service is working now 🙂

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djbdane
Chat Champion
Message 3 of 42

Glad to hear it's sorted - be sure to chase up the automatic compensation that should due now, as per ofcom guidelines.

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ColinK98
Whizz Kid
Message 4 of 42

Michelle i am finally online again.
Openreach fixed what ever the issues was.

thanks for you efforts on the forums.


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Message 5 of 42

Hello,

 

Thanks for the update. I'm sorry that you haven't been contacted following my escalation. I was advised that you would be contacted as soon as possible.

 

Thanks

 

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ColinK98
Whizz Kid
Message 6 of 42

what do you know...
they have only gone and fixed it.

 

ColinK98
Whizz Kid
Message 7 of 42

No they didn't contact me.
I'm fortunate to have one of the senior sales managers as a connection on linked in.
And its him who i ping most days for an update.

to be fair is it wasnt for him making himself available, im sure this situation would be 100x more frustrating.



 

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Message 8 of 42

Hello,

 

Thanks for the update. Did the team contact you directly?

 

Thanks

 

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ColinK98
Whizz Kid
Message 9 of 42

apparently Openreach are at the exchange today looking into this.
Hmmmmmm.

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ColinK98
Whizz Kid
Message 10 of 42

No one is calling me Michelle.
The only means of communication I have is via a connection on LinkedIn.
or I call the FF team and spend an hour explaining my situation repeatedly and I'm informed that everything that can be done is being done. From my side it looks exactly the same as it did 9 days ago.
talk talk cut off my working line and left me with no service.


Message 11 of 42

Morning,

 

Apologies. I've received confirmation that this has been escalated and you should be contacted ASAP.

 

Thanks

 

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ColinK98
Whizz Kid
Message 12 of 42

Day 9.
Still no service.
Still hitting a brick wall.

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Message 13 of 42

Still nothing.

What options are available to me to put an end to this ?




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Message 14 of 42

Hi,

 

Thank you. I've escalated this straight over now for you.

 

Thanks

 

Message 15 of 42

I think I have added the order number to correct part of my profile.

Cheers

Colin.

 

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Message 16 of 42

Hi,

 

Ok I understand. If you would like me to pass this over to the team then please can you add your FTTP order number to the Private Notes section of your Community Profile and I can ask them to take a look.

 

Thanks

 

ColinK98
Whizz Kid
Message 17 of 42

Hi Michelle

The last update was that we are waiting for an update from BT.
I'm in regular contact with one of the Senior FTTP sales managers and also a person from the FF support (who is not first line)
But we seem to be in the same situation as we were 8 days ago and that is somewhat frustrating.




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Message 18 of 42

Hi,

 

Apologies, this would also be the Future Fibre Team. Did they say what the delays were?

 

Thanks

 

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ColinK98
Whizz Kid
Message 19 of 42

Hello Michelle.

Cheers for offering' But i am in contact with the FF team on a daily basis.
Unless you have another means of escalation that you can take.

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Message 20 of 42

Hello,

 

I'm really sorry to hear that. If you would like me to pass this over to arrange for the team to contact you then please let me know.

 

Thanks

 

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