ChatterBank2 mins ago
Broadband connection not working
5 Answers
I've made the mistake of signing upto TalkTalk's "free" broadband service. I wish I had never signed up but this is a very complicated story. Sitting comfortably..? then I'll begin.
It all started well - my phone line was converted to TalkTalk - so far so good. Then disaster struck - my phone line went dead. No phone line & no broadband. This lasted for 2 weeks and was caused by a underground cable fault.
Now here's problem 1. My phone line came back ok. But no broadband connection. TalkTalk are not interested as they don't supply my broadband. Plus.Net, my existing broadband supplier, can't seem to help either. BT aren't interested as I'm not their customer any more.
Problem 2. I've been waiting since June for my TalkTalk internet. They keep asking for MAC codes and I keep supplying them. Then they discovered my line is incompatable - something about Tiscali (never been with them), LLU or TPOD - whatever they are.
No broadband for 3 weeks - and I'm paying TalkTalk for Talk3 International and Plus.Net �14.99 a month for nothing.
So where do I go from here?
Any advice gratefully received, especially from any telecom engineers.
It all started well - my phone line was converted to TalkTalk - so far so good. Then disaster struck - my phone line went dead. No phone line & no broadband. This lasted for 2 weeks and was caused by a underground cable fault.
Now here's problem 1. My phone line came back ok. But no broadband connection. TalkTalk are not interested as they don't supply my broadband. Plus.Net, my existing broadband supplier, can't seem to help either. BT aren't interested as I'm not their customer any more.
Problem 2. I've been waiting since June for my TalkTalk internet. They keep asking for MAC codes and I keep supplying them. Then they discovered my line is incompatable - something about Tiscali (never been with them), LLU or TPOD - whatever they are.
No broadband for 3 weeks - and I'm paying TalkTalk for Talk3 International and Plus.Net �14.99 a month for nothing.
So where do I go from here?
Any advice gratefully received, especially from any telecom engineers.
Answers
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Hi I work for an ISP (who I cannot name) and deal with the highest of level complaints (including the chairmans office)
Ok call Talk Talk tomorrow and as soon as you are verified by the agent you speak to (providing you are in the revelant department) ask for them to put a Manager on the phone. NOT a Product Specialist but a MANAGER. Take their details i.e. Ful name extension number what department they work for and who their line manager is. Basically enough details so that you can track them down if needed in the future. Once you speak with the manager tell them that you want your call to be recorded and that you want a reference for the call. (Ask for the name of the program they use to write their notes in) and take the reference down. Tell them exactly what is going on and tell them exactly what you want to happen. If you do want to cancel your contract with Talk Talk I can assure you can, even though they will tell you that you are binded by contract. (IT CAN BE CANCELLED)
Remember you are the customer! If you want to keep your contract then keep a date of when your bb was due to be activated and if you do get it when you had a working service. This will help as you won't have to pay for the time you haven't had a service. Again you don't have to pay and you're entitled for your credit on your account i.e. free telephone line rental for a month.
I hope this helps!
Ok call Talk Talk tomorrow and as soon as you are verified by the agent you speak to (providing you are in the revelant department) ask for them to put a Manager on the phone. NOT a Product Specialist but a MANAGER. Take their details i.e. Ful name extension number what department they work for and who their line manager is. Basically enough details so that you can track them down if needed in the future. Once you speak with the manager tell them that you want your call to be recorded and that you want a reference for the call. (Ask for the name of the program they use to write their notes in) and take the reference down. Tell them exactly what is going on and tell them exactly what you want to happen. If you do want to cancel your contract with Talk Talk I can assure you can, even though they will tell you that you are binded by contract. (IT CAN BE CANCELLED)
Remember you are the customer! If you want to keep your contract then keep a date of when your bb was due to be activated and if you do get it when you had a working service. This will help as you won't have to pay for the time you haven't had a service. Again you don't have to pay and you're entitled for your credit on your account i.e. free telephone line rental for a month.
I hope this helps!
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