Cease and (not)reconnected

Bobby_Wader

Its a long story, but wondering if anyone can help point me in the right direction, as sooo frustrated. Having problems with slow broadband, had engineer out and the conclusion was we needed to be connected to a closer box. We are with TalkTalk, they agreed and scheduled in a date (beginning of July) for a 'cease and reconnect' basically they were going to move our line to the box at the end of our road.

Due to an error their end they didn't reconnect and therefore out account was closed. That was over a month ago, we have since had to set up 3 more new accounts and each time they have a problem and cancel the account. They have now promised to have us connected by the end of the week (but to the original box) which means we will be no better off then when we started. Want to move to another supplier but worried the same will happen with them. Spoke to a couple of other supplier and they wanted to charge us £50 connection fee, which since we have done nothing wrong we don't want to pay. The problem is at TalkTalk you never get to speak to the same person, so is there a better way to complain and get somewhere!

brewerdave

I'm not aware that you CAN move from one cabinet to another. It would mean a totally new cable being laid by BT Openreach from your house to the second cab....and that isn't going to happen!!

TalkTalk

Hi Bobby Wader,

I'm so sorry to read about what's happening, we'd really like to put this right. If you contact my team on Twitter (@TalkTalk), we'll look straight into this for you. You can also reach us on our Online Community or by using the Live Chat function on our Help & Support page.

Thanks,

Becky - TalkTalk Social Team

Bobby_Wader

TalkTalk wrote: »

Hi Bobby Wader,

I'm so sorry to read about what's happening, we'd really like to put this right. If you contact my team on Twitter (@TalkTalk), we'll look straight into this for you. You can also reach us on our Online Community or by using the Live Chat function on our Help & Support page.

Thanks,

Becky - TalkTalk Social Team

Thanks for reaching out Becky. We have used your live chat function and had over 15 conversations and never get the same answers, we just get passed around.

Bobby_Wader

brewerdave wrote: »

I'm not aware that you CAN move from one cabinet to another. It would mean a totally new cable being laid by BT Openreach from your house to the second cab....and that isn't going to happen!!

We have been informed that the cable runs through the closest box but actually connects at the box which is further away. We have apparently now been connected to the closest box but now we appear to have 2 phone numbers which work, which TalkTalk say is impossible, we can't have 2 lines but they acknowledge we do! So totally confused now!