TalkTalk Shambles.

SLAYFIELD1

So Two weeks ago I ordered Essentials Broadband from TalkTalk and booked an appointment for the engineer to come around and install/activate my line on the 14th of October (A wait of Thee Weeks!). I received an Order-Confirmation email and a "confirmation of the set up of Direct Debit Instruction" Letter but nothing else. No welcome pack or anything.

There used to be a track order option when I logged into my account however now it just states that I do not have any open orders on my account. I tried to find out more via the online chat, they just gave me a number to ring. I rang the number and was unable to progress with my call without entering my TalkTalk phone number which I do not have yet!

The TalkTalk twitter were unable to yield any results. So I am now left unsure of whether or not I am getting my broadband and unable to contact TalkTalk for any information or reassurance. What an absolute joke!

I thought that my order had been accepted and everything was fine and have subsequently purchased equipment which relies on an Internet connection! I am not at all A Happy Bunny.

Sooler

Best go elsewhere, unless you want more of that. It's not worth the bother.

Jemma-T

Register on their forums for help: http://www.talktalkmembers.com/t5/My-Account-Billing/bd-p/45

macman

You won't normally receive the router until a couple of days before the line install is due. TT have no control over that process, it's down to OR, who answer to no one.

SLAYFIELD1

BT Engineer was due today but surprise surprise they have not bothered to turn up! And still no Router even though my "Go-Live" date is tomorrow.

I will be calling up TalkTalk on Wednesday in order to cancel my contract with this truly truly Appalling Company.

apt

Good luck with your attempt to cancel with TalkTalk. Easier said than done.

macman

SLAYFIELD1 wrote: »

BT Engineer was due today but surprise surprise they have not bothered to turn up! And still no Router even though my "Go-Live" date is tomorrow.

I will be calling up TalkTalk on Wednesday in order to cancel my contract with this truly truly Appalling Company.

What time today? 'Today' is still with us. Is this a new line install or a reconnection? It's not usually necessary for the OR engineer to attend the property just to reconnect an existing line, you are simply asked to be at home in case access is required. You may well find that the router arrives tomorrow morning.
Cancel now, and you'll simply go to the back of the same OR queue with any other ISP.

SLAYFIELD1

macman wrote: »

What time today? 'Today' is still with us. Is this a new line install or a reconnection? It's not usually necessary for the OR engineer to attend the property just to reconnect an existing line, you are simply asked to be at home in case access is required. You may well find that the router arrives tomorrow morning.
Cancel now, and you'll simply go to the back of the same OR queue with any other ISP.

I do have a phone socket In my flat but TalkTalk did say that I needed a "New Line" to be installed. I have checked with Sky this morning and there is about a two week wait for connection.

It is the complete lack of any communication from TalkTalk that is really annoying me.

macman

In that case it'll probably be reconnected at street cab or exchange. A 'new line' doesn't necessarily mean that you physically get a new cable and NTE5 if one is already in place. Have you tested the line today to see?
It's the same engineer and queue regardless, TT or Sky (or any other ISP).
OR don't communicate, nor do TT-that's why the service is so cheap.

SLAYFIELD1

Well I have eventually managed to get a response from TalkTalk via their forums.

"There is still a planning delay on this order, there does not appear to be a date just yet. I will pass this to our operations team so they can contact BT and request an update directly they will contact you when an update is known."

Goodness Knows what that means.

macman

It means what they say-the appt has been delayed ad they're waiting for a new one from OR.
At this time of year the queues tend to grow as the weather gets worse and more fault are reported-these naturally take precedence over new installs.
A 2 week lead time would be unusually short anyway. A month is fairly normal, depending on time of year and local exchange workload. So any 2 week claim by Sky should be taken with a large pinch of salt.