cease

[bazelgette]

I have a total loss of service since the 2nd of October. I have now finally heard that an (unauthorised) cease has been put on my line. I am tearing my hair out. 

[bazelgette]

Thank you. Let's hope they will.

[Arne-TalkTalk]

We have asked the Shell migration team to pick this up ASAP

[bazelgette]

Hi, 

Just to clarify, apparently there is not a cease on my line, but there is a fault. Your colleague Arne let me know this. I have not heard back from the the Escalation or Complaints department yet. As I have been in contact with the technical and the complaints department for three weeks now and my line is still not fixed, I doubt they will get in touch.  I can't put pressure on them to book an outside engineer appointment but hopefully you can. I am now in the fourth week of total loss of service, and nearing total desperation.

Thank you.

[bazelgette]

For three weeks I have been in contact with the technical team and the complaints department and nothing is done. How hard it is to pick up the phone and book an appointment with an outside engineer? Talktalk is in breach of contract by not providing me with a service. I have done everything I could to try and get it resolved, I have also written and emailed.  I am now in the 4th week of no internet or phone. I am at the end of my tether.

[bazelgette]

Yes, please. Thank you.

[Michelle-TalkTalk]

Hi,

I'll check back in with you in 24hrs to see how you're getting on.

Thanks

Michelle

[bazelgette]

Thank you.

[Michelle-TalkTalk]

Good afternoon,

I'm really sorry about this. I've escalated this now to our Escalation Team and have asked that you are contacted ASAP to progress this fault further.

Thanks

Michelle

[bazelgette]

Hi Arne,

Thank you for looking into this. First I was told it was a fault, then one of the agents said there was a cease on the line, and then I heard it was a fault again. Thank you for confirming it is indeed a fault. In the meantime(3 weeks after I reported the fault) I am still without landline or internet, and I am  still waiting for an appointed engineer to fix my line. I don't want to get back to Chat(Kafkaesque experience). Is it possible for you to inquire why this is taking so long? 

Thank you for your help.

[Arne-TalkTalk]

Hi @bazelgette 

Sorry that you are having problems

I have checked and I cant see a cease on your line, However there does appear to be a fault.

You have raised a complaint so the complaints team will take over this and raise a request for an engineer 

Sorry again for any inconvenience caused.

[bazelgette]

Thank you

[Divsec]

Hi @bazelgette your post has been escalated and you should hear soon.