Talk Talk problems - is this normal?

crusty_toenail

Update:

Waited all day for a phone call from Austin or Austin's manager - no call.

I will phone again on Monday - it will be 1 week from my 'activation date' and I'm not a happy camper!

I don't know why I ever decided to go with Talk Talk now - even if it is BT's fault, as they are telling me, I don't understand why Talk Talk are not acting to get this fixed.

I feel so let down by this company and I wouldnt recommend anyone to go with them.

spike7451

It sounds to me like the line has'nt been provisioned yet or the connections in the exchange between the E (Network) side & D (to the home) has'nt been done as yet.
Provisioning is a fairly straightforward process where they assign your phone number to the circuits in the exchange for the phone,Tags or Markers are added to your bband & seperate connections are then made to your new ISP's DSLAM.
Both Phone & Internet connections are changed in the exchange from your old provider to your new one.
When I worked for Sky Broadband,we got this a lot & in 70-80% of cases,the delay was down to BT.

crusty_toenail

Update:

Phoned Talk Talk today and spoke to someone in the 'faults dep't. They said they had tested my line and it should be working okay!

I was on my mobile and 20 miles from home so I said 'I'm going home to check it now', I was so excited I thought it was all sorted out!!!

Got home, checked it and no dialling tone! Just the same as it was!!

So phoned back to the faults dep't (India) and went through all the 'make sure your phone is.... bla bla...', troubleshooting didn't solve the problem. Also got told the fault was put through the system wrongly! Should have been a line fault, but was put through as a broadband fault?!!! Promised somone would call me back b4 48 hours!!

Okay at this point I am loosing the will to live, so I phoned back through to 'disconnections' and spoke to a lovely lady who said that my fault was being escalated from line 1 fault team to line 2 fault team and someone would phone be back b4 48 hours!!!

So, tomorrow I will be without a landline and broadband for 1 week after activation date, the process to get to a conculsion is so long, I have jet lagg from being back and forth to India, I've been round the world and back for the last week:mad:

What kind of company is this......... okay BT might be the ones at fault for their engineers not doing their job properly, but you would think someone at Talk Talk could simply phone through to the engineers as a matter of urgency and get it sorted????!!!!!

spike7451

crusty_toenail wrote: »

Update:

Phoned Talk Talk today and spoke to someone in the 'faults dep't. They said they had tested my line and it should be working okay!

I was on my mobile and 20 miles from home so I said 'I'm going home to check it now', I was so excited I thought it was all sorted out!!!

Got home, checked it and no dialling tone! Just the same as it was!!

So phoned back to the faults dep't (India) and went through all the 'make sure your phone is.... bla bla...', troubleshooting didn't solve the problem. Also got told the fault was put through the system wrongly! Should have been a line fault, but was put through as a broadband fault?!!! Promised somone would call me back b4 48 hours!!

Okay at this point I am loosing the will to live, so I phoned back through to 'disconnections' and spoke to a lovely lady who said that my fault was being escalated from line 1 fault team to line 2 fault team and someone would phone be back b4 48 hours!!!

So, tomorrow I will be without a landline and broadband for 1 week after activation date, the process to get to a conculsion is so long, I have jet lagg from being back and forth to India, I've been round the world and back for the last week:mad:

What kind of company is this......... okay BT might be the ones at fault for their engineers not doing their job properly, but you would think someone at Talk Talk could simply phone through to the engineers as a matter of urgency and get it sorted????!!!!!

I'll bet they've jumpered up the wrong D side.(the jumpers are called Tie Pairs) in the MDF (Main Distrubution Frame)

crusty_toenail

spike7451 wrote: »

I'll bet they've jumpered up the wrong D side.(the jumpers are called Tie Pairs) in the MDF (Main Distrubution Frame)

Oh! Is this easy to fix? How long should it take?

juliescot

Personally I would cancel and start anew with someone else.

Totally unacceptable customer "service"

spike7451

crusty_toenail wrote: »

Oh! Is this easy to fix? How long should it take?

Once they've gotten the right E & D sides,less than a couple minutes.Any service tech worth his salt would call the number or at least check at the street cabinet.

This is a Telewest street cab,the yellow block bottom left is the E Sides & the white ones in the center are the D sides/The orange/white wires go to the customer & the blue/yellow wires are the jumper wires (or Tie Pairs)
Each strip is numbered 1-10,10-20 & so on.
BT's kit is along the same lines as this,I posted this to give you an idea of what I'm on about.

crusty_toenail

Update:

Got my line sorted out! A BT representative phooned me at 10.30am this morning - yippee!

1 week late, but I managed to get 2 months of free line rental from a nice girl in the disconnections department.

Lesson learnt - when phoning Talk Talk, use this number:

01925556467

It is the disconnections dep't and they will do anything to get you to stay and will give you so much better customer service (uk call centre too).