Into the Internet Black Hole

What? Oh Hello!  Where have I been?
LOST – Lost in a black hole called black-hole– ‘our service provider didn’t organise things properly’… As in, we have moved … all the way to … next door. ‘Oh, yes, it is all organised,’ they said, ‘we will cut your phone off at the old address and have you connected (new line required) and all you will have to do is take the equipment – plug it in – and there you are – only one day disconnected’

They said.

Oh, you’d like to know who? TalkTalk.

Now, I had only recently gone over to them, mainly because BT were being really intransigent. It seemed that I had to take out a new contract with them as we would be moving to a new address, so we would be seen as a new customer … however, as we were already with them at our present address we were not eligible for any of the reduced rate offers open to new customers … because we were a current customer.

UM? So on one hand we are a new customer but on the other we are not? Talk about having your cake and eating it … that is BT – not us!

So we looked around – and took recommendations – and checked prices – and rang and asked questions. And switched to TalkTalk. All went well and smoothly initially, their router arrived, we plugged it in – it worked fine, phone continued as usual … until the move about a month later.

First someone at TalkTalk didn’t actually book OpenReach to come and do the line connection when the move was ordered. Fortunately, as we hadn’t heard anything we chased TalkTalk up. Apparently the notes were there – but the booking hadn’t been made. The operator then said he’d booked it for the day of our move – 1st May. However, we later got an email from Open Reach confirming an appointment to connect us up on the 9th, however we had organised to move out of the old house on the 1st, so the move went ahead. (meaning – 1 week without phone or internet – instead of one day)

On the 9th of May, in the  last half hour of the afternoon slot, an engineer turned up. He connected up everything in the house, went to connect up outside and then told us – he couldn’t. It seems that Open Reach (a different part if it)  hadn’t done some of the preparation work. He said he would report it and that we should see someone within a couple of days, but that we needed to tell our service provider to get them to pass on the problem, and to tell them ‘it needed two men and a cherry-picker to take the new cable through the trees’.

We contacted TalkTalk to tell them, they said ‘we will order an engineer to come to connect you’ whereupon we told them what the engineer had said, they said ‘we will order an engineer’. We were given a booking time, Friday that week – no one turned up at all.

(two weeks without proper internet – or phone.)

So back to TalkTalk – trying to make sure they really understood that it was preparation work that was needed.

Eventually, another (single) engineer arrived, saw the problem – but he DID arrange for the work to be done the following day. Then we should have been connected!  Or not!

 (three weeks without internet or phone connection)

It seemed there was some kind of problem in the actual line further up towards the village. He put in a request for it to be looked into … and nearly a week later … we were actually connected. (four weeks without internet or phone)

Nearly a month after the move! On top of that they have not retained our old phone number! The one we’ve had for over 40 years.  This because … when I eventually got high enough up the ladder to speak to someone who could ask WHY BT wouldn’t let us keep our number – it turns out that the County Council hadn’t notified Royal Mail that the address we had verified two years ago was verified – and so didn’t appear as a ‘proper’ address to allocate a phone number to – unfortunately getting to this point meant that by the time this was sorted out and Royal Mail had added us to the verified address list – we were now so long disconnected that TalkTalk could not now apply for our old number back! You just couldn’t make this up!

The number they have given us is just weird – no location has a number starting with 2 in the whole of the Liskeard area code!  So, rant over – I now face making sure all our contacts have this new number.

wp_20180622_13_27_06_proLastly, just as we get online again, my dear mother, who has been in poor health for a long time with sever vascular dementia, lost her ability to swallow.
Imagine – no one knowing our new number yet trying to call us!
Since then I have been in a different black hole – this one created by the whirlwind of seeing someone very close pass away and organising all that must follow.

 

So, dear, patient readers – thank you for being there and for reading even though this blog has been beset with long pauses and gaps this past year or so.

PS

I will update on my healing process and other interesting developments soon …

Best Ann

ps If you are reading this on email and would like to comment just click onto the title and it will take you to the actual blog – so you can comment there 🙂
If it is the first time you have written a comment don’t worry if it doesn’t appear immediately, your first comment has to be verified (to keep the spam-bots out) and I do this personally – so I am sure to see your comment – thanks for reading – Ann

pps – if you are reading on the email and can’t see a video when it says there is one – again , please go to the actual blog by clicking the title – then it should appear 🙂

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4 thoughts on “Into the Internet Black Hole

  1. Sounds like a comedy book in the making….

    Our youngest moved last month… they had previously been with Virgin, and duly made an appointment for them to come to install them in their new home; they didn’t turn up and when they phoned to find out why they were told Virgin don’t cover that area! Just ridiculous!!

  2. Hi Nikki,
    I think I could start a whole thread on the trials of changing service provider for phone and internet!! Starting with the excuses some of them make for not providing at the advertised price because the property isn’t in town. . . and, you’re right, communication isn’t their strong point!
    Good to hear from you.
    X Ann

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