topic Re: Broadband and customer service in Broadband

Broadband and customer service

Pasquale — Mon, 25 Jul 2022 14:50:35 GMT

It's 45 days my broadband line doesnt work. Every single day the line falls constantly. I've contact you several times and nothing. I've lost a client because of them.
And it's virtually impossible to watch a streaming. Of course I'm paying aside to use internet with my phone.
I've also talked twice with your customer services for a refund (you continue to take my money as if nothing had happened) and your operators or pretend don't hear me or assure me to contact me for a refund and... nothing. They are extremely incompetent.
Please, for all, don't subscribe a contract with Talktalk!
Don't be deceived by an offer from them or the early months of services. I'm seriously considering to report them.

Re: Broadband and customer service

Skynet_TX — Mon, 25 Jul 2022 18:26:20 GMT

Hi @Pasquale,

What do the light(s) do on your router when you are having these problems.

You may have already done these checks, but if not, it would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If your master phone socket has a test socket then you could also try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: Broadband and customer service

Debbie-TalkTalk — Tue, 26 Jul 2022 05:42:33 GMT

Hi Pasquale

I'm really sorry to hear this.

Please can you add your TalkTalk landline number to your Community Profile.

Thanks

Debbie

Re: Broadband and customer service

Debbie-TalkTalk — Wed, 27 Jul 2022 10:35:36 GMT

Hi Pasquale

Thanks for updating your Community Profile.

I have completed a line test which has detected a potential fault towards the property and Openreach are requesting that we arrange an engineer visit.

Have you tested with a different router at the test socket?