topic Re: Broadband down - urgent: daughter doing A level study for exams next week! in Broadband

Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Thu, 02 Jun 2022 12:49:02 GMT

Hello - my broadband is fully down and my normal TalkTalk login isn''t working.

My daughter is doing her A level study so this is urgent!

Can someone please check my line for me?

There was an Openreach guy working on the connection box yesterday and he must have bumped a wire loose or something!

I think what will be needed is for another Openreach guy to come out and fix whatever the other guy broke...

Info should be correct on my profile.

Many thanks

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Gliwmaeden2 — Thu, 02 Jun 2022 13:01:47 GMT

Forum staff are not back before Monday, @Frustrated24.

Check opening hours for phone/Chat support here:

https://community.talktalk.co.uk/t5/Articles/Ways-of-contacting-us/ta-p/2230529

You can use Chat via mobile data when your Talktalk landline/ Broadband is down.

They will probably ask you whether you have noise on the landline too, so it's worth checking that first.

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Thu, 02 Jun 2022 13:57:52 GMT

OK - I am speaking with online Chat people who are refusing to help me, as I am planning to move to another provider. Yet as I am still paying TalkTalk and have a fully active account, only they are allowed to contact openreach! So I am stuck in the middle!

This is outrageous!

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Thu, 02 Jun 2022 14:27:58 GMT

OK the first person who refused to help me eventually transferred me to a random department, after I objected very strenuously!

The other guy was unable to help so transferred me back to techncial again. 😕

The second technical guy said "this is alarming!" and has scheduled an engineer for Saturday.

Let's hope someone shows up...

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Sat, 04 Jun 2022 23:35:21 GMT

... and true to form, disappointed again. The Broadband engineer who was supposedly booked for Saturday didn't show up!

So to avoid some very bad outcomes with my daughter being unable to study for her A level exams, I've had to throw money at the problem and get her an unlimited mobile contract to make sure she has a broadband connection during the next few weeks.

A level times are already stressful enough - we didn't need to have our broadband accidentally disconnected!

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Mon, 06 Jun 2022 10:01:20 GMT

Hi Frustrated24,

I'm sorry to hear that you're experiencing problems with your service, could you just confirm that your broadband service is still down

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Mon, 06 Jun 2022 12:22:23 GMT

Yes Broadband is still down.

As you can see from the earlier posts, someone from the call centre supposedly arranged for an Openreach engineer to come out Saturday afternoon to fix the problem they caused.

And nobody showed up!

Can you please check with Openreach whether an engineer is scheduled to come out?

And if not can you please try again to get an engineer out?

We have been without broadband service since Thursday last week!

I will be asking for a refund for "services not rendered"

Thanks for your help

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Mon, 06 Jun 2022 12:53:12 GMT

OK thanks. Just to confirm, is this our Future Fibre service (FTTP)?

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Mon, 06 Jun 2022 13:13:14 GMT

No - it is the usual FTTC + twisted pair for 3 miles

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Mon, 06 Jun 2022 13:29:23 GMT

Could you just confirm that the account number and telephone number in your community profile are correct as I'm having problems finding an active account with the details provided

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Mon, 06 Jun 2022 13:42:31 GMT

Hi Chris - it is the service on the alternate number ending in 52 - the service on the first number was cancelled - we used to have two broadband lines.

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Mon, 06 Jun 2022 13:44:47 GMT

OK thanks, I'll take a look now

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Mon, 06 Jun 2022 13:50:15 GMT

Hi Frustrated24,

I've sent you a PM to confirm some details so that we can look into this further

Thanks

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Mon, 06 Jun 2022 14:00:31 GMT

OK that is done

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Mon, 06 Jun 2022 14:14:36 GMT

OK thanks for that, could you just confirm when you are moving to your new provider

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Mon, 06 Jun 2022 14:25:19 GMT

This is fully unknown - it is taking months to get the FTTP installed.

But it doesn't matter - I am paying talktalk money and I need my broad band fixed - please get an openreach engineer out to fix the mess they created last week

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Mon, 06 Jun 2022 14:57:46 GMT

When will someone come out?

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Tue, 07 Jun 2022 08:24:27 GMT

Hi Frustrated24,

Could you just confirm that your router is connected to the telephone socket at the moment and switched on. What colour is the light on the router?

Chris

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Frustrated24 — Tue, 07 Jun 2022 18:20:08 GMT

Hi Chris yes the router is connected to the socket. The lights that are on are two green ones: power and wireless (flashing green) and all the rest are dark. Sorry Chris, but if there is a series of questions you could ask all at once could you please do that? This forum Q&A process is taking a very long time!

Re: Broadband down - urgent: daughter doing A level study for exams next week!

Chris-TalkTalk — Wed, 08 Jun 2022 07:15:45 GMT

OK thanks. I'm sorry about this but it looks as though your service may have already been ceased. So just to confirm, you haven't been told when you service will migrate to you new provider?

Chris