topic Re: No reponse from TalkTalk regarding fault after over 2 weeks in Broadband

No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Mon, 14 Nov 2022 15:05:03 GMT

I reported a fault with my broadband on the 25th October and it is now 14th November. I have used the 0345 number to speak to an operative and have tested the router may times. Each time the operative promises they or a manager will call me back but they never do. Last time was last week and they promised paithfully that a manager would call me back "within 3 working days". Well I made sure that I was in for those 3 working days. That's right... no phone call.

What a huge waste of time and I am still none the wiser as to the status of the fault rectification. I am now getting reports that the quality of the land line is poor as well.

This is hopeless TalkTalk. When will someone tell what is going on. THe 0345 number today says that you have limited personell to answer the phone and I should go online. Err....

I am having to buy data from an outside company to have any connection at all at the moment.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Divsec — Mon, 14 Nov 2022 17:43:37 GMT

Hi @Pensfield that's not good, your post has been escalated and you should hear tomorrow, I'll keep an eye open for progress.

All the best Divsec

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Tue, 15 Nov 2022 07:45:46 GMT

Hi Pensfield

I'm really sorry to hear this.

I can see that Openreach cleared and closed a fault on 04/10.

I have completed two different line tests and both are clear - No faults detected.

Have we sent you a router for testing?

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Tue, 15 Nov 2022 16:23:43 GMT

Hi. Thank you for investigating. In early October the landline failed. Open reach found a break in the cable and rerouted around the break and fitted a new master socket. All was well incl internet for three weeks then we found that we then had no internet. Multiple phone calls to talktalk
Testing why steady amber light on router with no conclusion. They have not sent a new router. Sending a new router was never suggested by talktalk. Promise to elevate problem higher have come to nothing. No return calls despite repeated assurances. I am now being told that the quality of our landline is getting poor.

Regards

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Wed, 16 Nov 2022 07:10:28 GMT

Hi Pensfield

Thanks for your reply.

As the line tests are clear then I think we should send a replacement router. Would you like me to arrange this?

In regards to the landline, is this noise present on all calls? Have you tested with just the phone at the test socket, with the router removed from the line?

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Tue, 22 Nov 2022 08:15:51 GMT

In the end I got fed up with Talktalk response or lack of it so I bought a new Talktalk router on line and hey presto, it now works.

4 weeks without broadband and I had to buy in data from a rival phone firm to keep going. I have to say Talktalk that you are hopeless.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Tue, 22 Nov 2022 08:19:46 GMT

Hi Pensfield

I'm really sorry to hear this. I posted/replied on 16/11 to offer to send a replacement router.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Tue, 22 Nov 2022 08:25:09 GMT

Yes you did and I replied. In the end I sorted out myself.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Tue, 22 Nov 2022 08:29:30 GMT

Hi Pensfield

Apologies, your reply didn't show on this thread. Did you post back directly on the Community, or did you reply by email? (We can only see responses directly on the Community)

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Tue, 22 Nov 2022 08:44:53 GMT

Replied by return email. Your msg came by email so I returned by same.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Tue, 22 Nov 2022 08:48:06 GMT

Hi Pensfield

Apologies again. The emails are only notifications to show we have posted/replied.

We only see direct responses back on the Community.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Tue, 22 Nov 2022 08:58:09 GMT

I am not sure how the poor punter is expected to know that.

As an aside the people that I had long long conversations with to sort this out kept telling me that I would be compensated for the delay in fixing this. How does that work?

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Tue, 22 Nov 2022 09:02:09 GMT

Hi Pensfield

This help page provides further information on our compensation policy

About your auto compensation credit

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Tue, 22 Nov 2022 09:12:23 GMT

Thank you for the link.
I wish I had your faith in the ‘ automatically’ bit.
regards

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Debbie-TalkTalk — Tue, 22 Nov 2022 09:15:03 GMT

Hi Pensfield

If you don't hear back from the team within the timescale stated, then if you create a new thread here Billing - TalkTalk Help & Support

My colleague in the billing section can then take a look for you.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

AllyM — Wed, 23 Nov 2022 23:57:56 GMT

@Pensfield wrote:
I am not sure how the poor punter is expected to know that.

Well, there are a few clues:

The first line of the notification email is in the format:

[Username] posted a new reply in [forum section] on 23-11-2022 06:03 PM

Followed by a copy of what was posted.

Then, if you look at the address the notifications come from:

"no-reply@community-notifications.talktalk.co.uk"

I would have thought that the average person should be able to work out that "no-reply" suggests the email address is not monitored for replies and "community-notifications" bit suggests that it is a notification about something on the TalkTalk community forum.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Pensfield — Thu, 24 Nov 2022 03:55:56 GMT

TalkTalk, a question if I may.

Does AllyM work for you or a rival company?

regards

Re: No reponse from TalkTalk regarding fault after over 2 weeks

AllyM — Thu, 24 Nov 2022 05:59:21 GMT

@Pensfield ,

I don't work for TalkTalk or for any company in the Broadband/Telecommunications industry.

Re: No reponse from TalkTalk regarding fault after over 2 weeks

lelobc937 — Thu, 24 Nov 2022 06:30:02 GMT

Talktalk is the shittiest companies ever!! Avoid at all cost!
I wanted to save £5 a month for a broadband and that was the worst decision of my life...
I utterly hate talk talk and their customer service.
Stay away unless you want to spend hours on the phone and chat...

Re: No reponse from TalkTalk regarding fault after over 2 weeks

Anonymous — Thu, 24 Nov 2022 06:40:11 GMT

Hello,

I'm really sorry to hear this. Please can you create your own topic and we'd be happy to take a look at this for you.

Thanks